- **Epistemic status:** #seedlings A friction log is a journal where you try to follow a set of steps the user would take and record the experience. You log each step sequentially, noting the behavior you expect and the actual behavior of the product. The bigger the gap between the expectations you have and the reality, the bigger the opportunity to improve the process. Make sure to have a tight scope to keep the results actionable. Utilize a [[User Journey Map]] and follow the steps, putting yourself in the user's shoes, writing down how does it feel to complete the step? Did it seem easy? Are you reassured you are on the right track? Are you lost? Are you annoyed? Break down each task into its own numbered line like the following example: 1. Download delivery app: Pretty straightforward 2. Log in for the first time: Same as always. 3. See all the options: Overwhelmed by all the options 4. Tooltip helps me find the filters: Such a relief 5. Finds a restaurant and places the first order: Can't wait to eat this delicious food --- ## References - Bhatti, Jared, Zachary Sarah Corleissen, Jen Lambourne, David Nunez, and Heidi Waterhouse. _Docs for Developers: An Engineer’s Field Guide to Technical Writing_. Apress, 2021.