1.1 What is friction? Take this everyday example: when a coffee mug rests on a flat table, the kinetic frictional force is zero. There is no force trying to move the mug across the table, so there is ...

Ever since I left running customer service (CS) operations (Amazon 1999 to late 2001), friends and family have sent me their CS and customer experience (CX) tales of woe. Several of them have made it ...

Organizations must constantly answer an interesting question: how much friction is good for their experience? It might seem like the answer will always be “none at all,” but it isn’t. Today, let’s ...

Humans have been making fire using friction for thousands of years, with evidence of its use found in archaeological records across different cultures worldwide. Fire by friction is a testament to ...

Jerry Cao is a UX content strategist at UXPin — the wireframing and prototyping app. To learn how to master the art of persuasive design, check out Interaction Design Best Practices: Time & Behavior.

Delving into history books, we can learn that already thousands of years ago the Egyptians realized that lubricants like water and oil helped reduce the friction of sledges that moved the heavy stones ...