Knowledge base | mouseflow

What is Friction?

With the Friction feature, Mouseflow makes it easy to quickly identify frustrated users on your site. Any time a user encounters typical points of frustration - or friction - we automatically tag the session so it's easy to discover.

This makes optimizing your website much more pinpointed -- resolve the specific areas actively causing your visitors to stumble in frustration, dropout, and fail to convert.

Instead of manually searching through recordings, Mouseflow’s sophisticated filters allow you to identify sessions that include user frustration. These recordings will be marked on the recording list, using the angry or unhappy smileys. You can click these smileys to find other similar recordings. You can also open the page dropdown to find more details on the issues the user encountered - what pages had friction and what type of problem was it?

On the heatmap list you can also see which of your pages are most affected by friction - to easily identify the pages most in need of optimization. You can read more on Heatmaps and Friction here.

You can find more details on the different Friction events below:

Friction events

We have 8 different events that contribute friction. These events are:

Click-rage
Each time a user excessively clicks in a short period, we automatically tag the session the 'click-rage' tag. Click rage is counted as a serious friction point, so this event alone will mark the recording as a visit with friction.

Failed submit
If you mark a submit attempt as failed, using our JavaScript API, this will also count as a friction event. A failed submit will be counted as a moderate friction point, so this event alone will not mark the recording as a visit with friction.

Click-error
Each time a click triggers a JavaScript error, we automatically tag the recording with the 'click-error' tag. This will be counted as a moderate friction point, so this event alone will not mark the recording as a visit with friction.

Bounce
The 'bounce'-tag is applied when a user navigates from page A to B, and then returns to page A within a short timeframe. This will be counted as a moderate friction point, so this event alone will not mark the recording as a visit with friction.

Speed-browsing
The 'speed-browsing'-tag is applied when a user navigates through multiple pages within a short timeframe. The tag will be to first page. This will be counted as a moderate friction point, so this event alone will not mark the recording as a visit with friction.

Mouse-out
This tag is applied when a user's mouse leaves the page - maybe to interact with another program or tab. This is counted as a minor friction point, so this event alone will not mark the recording as a visit with friction.

Mobility
The 'mobility- tag is applied when we detect multiple orientation changes, zoom-events or a combination of both in one pageview. Only applies to mobile visitors.

Custom-friction
The 'custom-friction'-tag can be applied at any custom event of your choosing. Using this tag allows you to target any user event or action, that you consider to be an indiction of friction. The 'custom-friction' tag is always counted as a serious friction point, so this event alone will mark the recording as a visit with friction.

You can add a custom friction event by calling this JavaScript function:
_mfq.push(["addFriction", "5"]);