Measurement
Friction Score
A quantitative measure tracking friction in product performance.
Friction Score is a quantitative measure used to evaluate product performance from a JTBD perspective. Unlike vanity metrics that track activity, Friction Score tracks progress: whether users are getting closer to their desired outcomes. It helps product teams identify where users are stuck, where they are advancing, and where the product is failing to deliver. Friction Score is most valuable when tracked over time and segmented by user context.