Chapter 2. Cognitive Friction

It's one thing to see that a problem exists, but it's quite another to devise a solution. One key part of problem solving is the language we use. Over the years, I've developed many useful terms and mental models. They have proven vital to framing the problem presented by hard-to-use software-based products. In this chapter I will introduce those terms and ideas, showing how they can help bring the benefits of interaction design to our troubled process.