This article is part of my series, “Listening as a Ministry Discipline.”
The Quiet Barriers We Don’t See
Most people don’t leave church because of one big, dramatic reason.
They leave because of small moments:
- Moments of confusion
- Moments of feeling unseen
- Moments when taking the next step feels overwhelming or unclear
In UX research, we refer to these as friction points.
They’re tiny obstacles that drain emotional energy and nudge people toward disengagement.
And here’s the challenge: friction often goes unnoticed in ministry because we assume if people want to grow, they’ll figure it out.
But what if reducing small barriers is part of the discipleship process?
What if making it easier to take the next step isn’t about consumer comfort but about spiritual care?
What is Friction in Ministry Contexts?
Friction is anything that makes it harder for people to take a step toward connection, growth, or a sense of belonging.
In UX research, friction looks like:
- A confusing form
- A clunky website
- A slow-loading page
In ministry, friction often hides in plain sight:
- Overwhelming small group sign-ups
- Volunteer onboarding with too many unclear steps
- Events without clear follow-up
- New member classes that assume prior knowledge
Friction can also be relational:
- Feeling like an outsider
- Hesitating to ask questions because you don’t know who to ask
- Uncertainty about what to do next after showing up
✨ These small barriers may seem insignificant alone, but over time, they add up.
They can create frustration or discouragement, making it easier to disengage quietly.
“Friction isn’t about making discipleship easy. It’s about removing unnecessary barriers so people can focus on the real, meaningful challenges of spiritual growth.”
Why Friction Matters for Discipleship
Discipleship isn’t meant to be easy. It calls people into deeper trust, transformation, and faithfulness. However, people often face challenges that aren’t about spiritual growth.
They’re about navigating unclear systems, confusing next steps, and barriers we didn’t realize were there.
These friction points drain emotional energy and spiritual focus.
Instead of wrestling with the call of Jesus, people find themselves wrestling with:
- How to sign up for a group
- Who to talk to about serving
- What steps to take after visiting
- How to get clarity when life circumstances change
Over time, small frustrations compound.
People stop trying to take the next step—not because they’re unwilling, but because the path feels unclear.
✨ Removing friction isn’t about comfort. It’s about stewardship.
It’s about clearing the way so people can focus on the meaningful, transformative challenges of discipleship.
“Challenge people with the call of Christ, not with unclear systems.”
How UX Research Identifies Friction Points
Friction often hides in places we’ve stopped noticing.
In UX research, we employ structured methods to uncover hidden barriers, allowing them to be addressed with care.
In ministry, this can look like:
- Journey Mapping – Walking through newcomer, volunteer, or member experiences to notice unclear or overwhelming steps.
- User Interviews and Shadowing – Listening in real-time as people try to take the following steps.
- Feedback Loops – Gathering reflections after events, classes, or onboarding.
- Friction Audits – Reviewing key processes (group sign-ups, onboarding, giving) with fresh eyes.
These methods aren’t about collecting data for the sake of it.
They’re about listening intentionally so we can remove barriers that don’t need to be there.
When we identify and reduce friction, we free people to focus on what truly matters: growing in faith and community.
Practical Ministry Examples of Reducing Friction
Identifying friction points is the first step. The next is taking small, intentional actions to reduce them.
Here’s what that might look like:
- Simplify Small Group Sign-Ups – Clear, simple steps with a friendly point of contact.
- Streamline Volunteer Onboarding – Clarify requirements, simplify forms, and communicate well so people feel equipped, not overwhelmed.
- Clarify Communication – On your website, in emails, or during announcements, ensure that the following steps are clear and consistent.
- Warm, Consistent Follow-Up – Don’t let the connection end after a visit or event. Follow up with intentional touchpoints.
- Walk Through Processes as a Newcomer – Experience your systems as if you were someone new. Identify areas where confusion or overwhelm might arise.
Reducing friction isn’t about making everything easy. It’s about removing unnecessary barriers so that people can engage in the meaningful and challenging work of discipleship.
“People should encounter challenge in discipleship, but not because the system is unclear.”
Removing Friction as Spiritual Care
Discipleship will always include challenges.
But the challenges people face should come from following Jesus—not from navigating unclear systems.
When churches reduce friction, they’re not just improving processes; they’re also enhancing the overall experience.
- They’re practicing spiritual care.
- It’s an act of stewardship.
- It’s an act of listening.
- It’s an act of love.
Removing friction clears the way for people to focus on what truly matters: growing in faith, building relationships, and stepping into the life God is calling them toward.
In UX research, we refer to this as aligning the system with the user’s needs.
In ministry, it’s aligning your processes with your purpose.
“Challenge people with the call of Christ, not with unclear systems.”
🙏 Reflection
✨ Where might unintentional friction be making it harder for people to engage in your ministry?
✨ What small step could you take this month to remove a barrier?