Glossary Pain Point
Pain Point
Also known as:
pain points, friction pointUXResearch
Definition
A specific problem, frustration or friction a person hits while trying to get something done: the moment a product fails them
Found by research, not assumed: interviews, observation, support tickets, analytics. Useful ones are specific ("can't find the invoice after the email expires"), not general ("billing is confusing").
Plotted on a user journey map, and felt by a persona.