Friction is introspection: This week on Track Changes Paul and Rich sit down with UX designer Cliff Kuang and co-founder of Dalberg Design Robert Fabricant to talk about their new book User Friendly. We discuss the history of the concept and how it’s become something that we demand yet often take for granted. We also chat about the greater paradigm shift that led to the popularity of user experience design and about why we should maybe start to question the view that ease equals progress.