Friction Mapping: Unlock innovation with

actionable insight

Designed for ambitious teams & organisations ready to uncover, prioritise & resolve challenges at scale.

Get right to the heart of your customer and service challenges, with an insightful and comprehensive approach, pinpointing genuine friction points that affect your customers, internal workflows, business processes, and organisational effectiveness, while highlighting focused opportunities for impact and improvement.

Our Friction Mapping process integrates deeply with your organisation, delivering robust, data-driven insights that drive smart, prioritised decisions and targeted solutions across your entire landscape, whether service-oriented, customer-focused, operational, or strategic.This approach goes way beyond workshops and user research. We fully immerse ourselves within your teams, environments, and workflows, conducting qualitative and quantitative research, utilising our home-grown impact analysis and scalable methodology. This in-depth collaboration clearly uncovers root causes of dissatisfaction, inefficiency, or undiscovered opportunity areas, enabling you to measure their significance and identify scalable initiatives for meaningful growth.

Organisational alignment & shared goals

Create a shared understanding of customer and service challenges, aligning teams around common goals and opportunities for change.

Driving prioritisation & clarity for making decisions

Identify and focus on the most critical areas for improvement, using structured analysis to support confident, high-impact decision-making.

Customer challenges & analysing their root cause

Uncover the real issues beneath surface-level symptoms by mapping customer needs, behaviours, and points of friction across journeys and systems.

A scalable framework for ongoing innovation

Establish a scalable, repeatable model for diagnosing problems, exploring opportunities, and guiding future innovation across your organisation.

We specialise in delivering actionable insights that drive transformative change, operational excellence, and strategic growth.

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Accelerating innovation

Immersion & Discovery

We immerse ourselves fully in your environments, engaging stakeholders and conducting extensive research to objectively map and quantify challenges and opportunities inside and out.

Insight & Synthesis

We synthesise insights extensively, involving our own impact scoring methodology and your teams, to validate opportunities quickly through focused experimentation and real user feedback.

Collaboration & Ideation

We translate validated solutions into lasting initiatives and improvements, continuously iterating to maintain sustained excellence and driving ongoing impact.

Companies we’ve worked with

For over two decades we’ve worked with ambitious clients to create breakthrough digital solutions that transform their businesses, and we're proud to have worked with some epic brands...

383 brought a whole set of specific skills that really drove us past the more obvious stuff, to where the real gains could be made. Having a team like 383 - experts who work with our colleagues and our customers to look at the whole process, end-to-end - allowed us to do something that we just couldn’t do by ourselves.