Webinar
Find, Focus and Fix Customer Pain Points
June 11, 2025
Zoom
Registration closed
SESSION OVERVIEW
Join us for our exclusive Friction Mapping Masterclass, where we’ll explore how to spot, prioritise and fix customer pain points in complex service ecosystems.
Friction Mapping is a simple but powerful way to find and fix customer pain points. It combines research, journey mapping, and fast idea generation to replace guesswork with real insights. By aligning customer journeys with business goals, you’ll better understand experiences, improve key moments and make faster, more effective changes.
Meet our speakers
Karl Randay
Experience Director, 383
Karl is an experienced design leader and specialist in human centred design, with a passion for creating impactful digital experiences. With a diverse background spanning Fintech to Hospitality, Karl has a strong track record in building and leading design teams, driving product innovation and optimising user experiences. He has worked with a range of clients from VW and LVMH to The Royal Mint and continues to deliver digital strategies that champion the chaos of human behaviour.
Resources
We've worked with partners from all sorts of sectors and industries
to define their digital strategy and build powerful products.
There's four in particular where we've got a lot of experience, knowledge and expertise:
