Probing How Users Interact with Turn-Level Design Frictions for AI Chatbots

Abstract

AI chatbots can help people write faster, but they can also encourage overreliance by making it easy to turn minimal input into usable text. We study turn-level design friction: intentional constraints added to each chatbot exchange that slow, limit, or redirect how users request, access, or use model responses. We designed six friction probes, organized around three mechanisms: eliciting user contribution, restricting access to generated content, and reshaping system output. In a within-subject study with 24 participants, all six probes increased workload, task duration, and perceived ownership relative to a conventional AI chatbot, while their effects on recall and recognition were more selective. We further found that participants adapted to friction in different ways, and that the same constraint could support or obstruct involvement depending on users' goals and workflows.

32 pages, 8 figures, currently under review at ACM IUI 2027