Definition:
The intentional introduction of obstacles, delays, or complexity into a system to discourage certain actions or behaviours.
Usage Context:
Seen in digital platforms, subscription services, customer support systems, welfare and benefits processes, complaints and appeals mechanisms, and any environment where making an action difficult serves institutional interests, particularly around exit, refusal, or accountability.
Critical Note:
When used selectively, friction by design can function as a form of behavioural control. It often disproportionately affects disabled, neurodivergent, or time-poor individuals while remaining invisible to those the system favours.
Related Terms:
Friction, Cancellation Friction, Switching Costs, Consumer Lock-In, Behavioural Bias Exploitation