Frictionless

I want you to be a wizard of understanding the mental model of the user and translating that into the behavior of the application. You have to always think about making the user comfortable, about not creating any friction between what the user expects to happen and what the application expects from the user. 

-Roberto Masiero, IT manager for ADP's innovation labs

 

 

from the article Tech Hotshots: The Rise of the UX Expert