08.5.2 · Skill in Customer success
Friction reduction
Removing the recurring annoyances that wear users down.
Small frictions, such as slow pages, repeated steps and confusing settings, add up to churn. Collecting and fixing them steadily, sometimes as a dedicated rotation, improves retention more than people expect.
Resources
2- articleStart hereHow to reduce cart abandonment ↗Baymard Institute · 2026 · 13 min
The most common reasons people abandon a flow at the last step, with the research behind each fix.
- articleGo deeperFew guesses, more success: 4 principles to reduce cognitive load in forms ↗NN/g · 2025 · 15 min
How to make forms ask less of people's memory and attention, with progressive disclosure as one tool.
Tools
none yetTools for this topic are being researched.