Friction Mapping®

How it works

A fast, structured diagnostic that interrogates customer journeys through a commercial lens to identify friction, lost value, and growth opportunities.

1

Define

We establish the commercial perimeter, agreeing on the specific KPIs we need to impact whether that’s fixing a leak or finding a new growth lever.

2

Discover

We deploy the right tools for the challenge from data mining to AI auditing to ensure our map is based on reality.

3

Map

We structure the evidence into a visual timeline, exposing the complexity of the customer experience and the interdependencies causing friction.

4

Diagnose

We interrogate the map to pinpoint exactly where the experience breaks and where new value can be added, tagging every issue by its commercial severity.

5

Prioritise

We filter findings through a commercial lens (RICE scoring), creating a roadmap that balances immediate "revenue blockers" with longer-term "growth bets."

6

Validate

We de-risk the solution by prototyping the highest-impact fixes and testing them with real users to prove the value rapidly, avoiding the high commercial cost of unvalidated investment.

Recover revenue. Create competitive advantage

By interrogating your customer journeys through the lens of commercial outcomes, we identify exactly where to reclaim lost revenue and drive future growth.

Slash Acquisition Costs

Fix the silent drop-off points in your sign-up funnel to lower your CPA.

Accelerate Adoption

Remove barriers to entry for new users to speed up time-to-value.

Drive Innovation

Uncover unmet user needs that your competitors are missing, creating new avenues for value.

De-risk Investment

Stop investing based on guesswork. Direct capital into the features that drive measurable growth.

Drive Efficiency

Automate manual processes and reduce the cost-to-serve by optimising your underlying architecture.

Reduce Churn

Identify and fix the root causes of user drop-off to protect your recurring revenue.

Friction Mapping® in action

+400

Pain Points Exposed

Customer pain points exposing user adoption friction.

+80%

Journey Completion Rate

Perfect Match has driven a significantly higher completion rate since launch.

+300

Internal Frictions Discovered

Internal frictions impacting service delivery.

+55%

Booking Conversion Rate

Increase in booking conversion from map discovery.

See all Case Studies

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.