Sludge
Friction in processes that makes desired actions harder or discourages beneficial behavior.
Also known as: Process friction, Behavioral sludge, Administrative burden
Category: Concepts
Tags: behaviors, designs, friction, systems, choice-architecture
Explanation
Sludge is a term coined by Cass Sunstein to describe friction in processes that makes actions harder, slower, or more frustrating - discouraging people from doing things (including beneficial things). Unlike nudges that guide toward good choices, sludge creates obstacles. Examples include: complex forms that discourage benefit claims, hidden cancellation processes, bureaucratic requirements that prevent access, and multiple steps required for simple actions. Sludge can be: intentional (designed to discourage claims or cancellations), accidental (poorly designed processes), or historical (outdated requirements). Sludge auditing involves: identifying friction points, measuring their impact, and eliminating unnecessary obstacles. Legitimate friction exists (preventing errors, ensuring commitment), but much sludge is: unnecessary, harmful to users, and often protects institutional rather than individual interests. For knowledge workers, understanding sludge helps: design better processes, identify where systems discourage beneficial behavior, and advocate for removing unnecessary friction from workflows.
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