The most popular and comprehensive Open Source ECM platform
Let us know more
Digital Friction: Frustration with Technology
Did you ever struggle trying to use or trying to find some feature or function in an application? Maybe in Photoshop or Word or an online or mobile app. That’s what’s known as ‘digital friction’. Garner defines it as “the unnecessary effort an employee has to exert to use data or technology for work. This gets in the way of focusing on the right tasks and making the right decisions.”
Digital friction is the time wasted by employees trying to figure out how to use technology or to find the information that they need to do their jobs.
The sources of digital friction can be classified into five areas:
- Low-quality data
- Poor user experience
- Complex and inconsistent workflows
- Manual and repetitive tasks
- Lack of understanding of the solution’s impact
Rob Ryan, Enterprise Software Leader at Workgrid Software, said that “the employee experience is significantly impacted by digital friction. The greater the digital friction, the more negatively impacted the EX will be. For example, on average, workers will waste about 50% of each working day waiting for apps to load, ping-ponging across multiple systems to find information, and being overwhelmed with too many unnecessary notifications which hamper focus and attention. This leads to downstream impact on employee engagement, strategic alignment, increased stress and more.”
