Designing for Human Agency through Intentional Friction

This thesis explores the potential of design friction as a method for supporting human agency in digital products. While contemporary design practice often
prioritises seamlessness and speed, this comes at a cost we all know: people fall into habits they didn’t choose, make decisions they later regret, and spend time in
ways that don’t align with their values. Intentionally slowing people down at the right moment can help them act more deliberately; and that is what design
friction aims to do.

Through a broad literature review, I found that the term "friction" is inconsistently defined and unevenly applied across design discourse. Drawing from adjacent fields like slow design, behavioural economics and emotional design, I propose a new clear definition: Design friction is the intentional and strategic insertion of momentary resistance to disrupt a seamless flow.

Based on the new definition, extensive search for case studies in academia and industry and some deep analysis I built a practical design framework: the Four Features of Design Friction (motivation, strategy, effect, implementation) and the Friction Funnel – a step-by-step guide for identifying, structuring and applying friction in real projects.

The framework was tested in practice by designing and developing a fully working conversational interface called Tread. The app includes several types of friction: reflective mode to encourage deeper engagement, visual and cognitive obstacles to slow down impulsive use, and affective nudges for deterring the user from using chatbots lazily. Testing with users showed that many of these frictions increased satisfaction, trust, and reflection – especially when used in combination. Others failed or had unintended side effects – all valuable insights.

This thesis contributes to theory by offering language, structure and clarity to a scattered field, and to practice by creating tools designers can apply today. It also connects to wider issues like screen time, misinformation, and the erosion of critical thinking – topics directly linked to SDG3 (Health) and SDG4 (Education).

Friction is not a bug – it’s a design decision. And when done well, it supports the user, not hinders them. In an increasingly digital world, we need to design systems that challenge us, not just serve us. Friction can help us do that.

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