A friction log is a list of steps and problems users encounter, when trying to accomplish a specific task. They can be used as a research tool to capture moments where users struggle, hesitate, or get blocked. It’s basically a bug tracker for understanding, not code.
Frictions:
- Confusion about a term
- Stopping to reread a sentence
- Clicking back and forth between pages
- Copy-paste errors
- Misunderstanding a prerequisite
- Saying “Wait, what does this mean?”
- Giving up or searching elsewhere
Why it Matters
For tech writers, UX writers, and documentation teams, it’s a low-effort way to turn real user pain into actionable improvements.
Template
Tools: You can use a simple spreadsheet, a project management tool (e.g., Trello or Jira), or a specialized product analytics platform.
Friction Logs should include:
- Task: What the user was trying to accomplish (not the page title).
- Location: Where the friction occurred (doc page, section, step number).
- Friction observed: What went wrong or slowed the user down (be descriptive, not judgmental).
- Evidence: Direct quote, hesitation, error, or behavior you observed.
- Impact:
- Low: Confusing but task completed
- Medium: User needed help or workaround
- High: Task blocked or abandoned
- Suspected cause: Missing step, unclear term, assumption, bad structure, etc.
- Suggested fix: Add example, reword step, add prerequisite, link elsewhere.
Example:
| Date | Task | Location | Friction observed | Evidence | Impact |
|---|---|---|---|---|---|
| 2026-01-05 | Generate API token | Auth docs → Step 2 | User didn’t know where to find token | “Where do I get this?” | High |
Get Started
- Decide which part of the product you want to test.
- Include details on the friction log template.
- Set a color-coded system:
- green: easy
- yellow: tricky, but getting through
- red: would give up if it wasn’t my job
- Pick a user and a user scenario with a specific task.
- List all steps you do to finish the scenario, noting the expected behaviour and the actual behaviour of the software.