Observation
Users rarely abandon a process for a single reason. Most abandonment comes from the accumulation of small resistances.
Working Structure
Decision friction can be examined through five dimensions:
- clarity
- effort
- trust
- emotional resistance
- reward timing
Hypothesis
If friction can be measured across those dimensions, then the main drop-off points in a workflow should become more predictable. That makes the system more diagnosable and the next intervention more deliberate.