When Less Friction Isn’t Better

Why good UX isn’t always about making things faster.

As designers, we’re often taught to remove friction. Fewer clicks, shorter journeys and faster decisions are usually considered signs of a better user experience. But what happens when slowing users down is actually the better design decision?

This is something I’ve been exploring while designing risk assessment experiences in RegTech. When users are making decisions about financial crime risk, speed isn’t necessarily the goal. They need time to investigate information, understand potential risks and make informed decisions. Removing too much friction can unintentionally encourage users to rush through important steps. The challenge is knowing when friction is unnecessary and when it serves a purpose.

My biggest takeaway? Good UX isn’t always about making things easier or faster. Sometimes, it’s about helping people make better decisions.