What's Friction Mapping™?
383’s strategic diagnostic consultancy service that identifies experience pain points across your channels, platforms, journeys or locations, so you know exactly where to optimise, streamline, and implement solutions that matter. We identify customer experience and internal departmental friction points, ensuring processes align with business and customer needs for smooth transitions.
Reveal the hidden blockers in your customer experience.
Friction Mapping uncovers the root causes of customer frustration, whether on your website, mobile app, in-store experience, or across your entire omnichannel journey.
We combine:
- Customer feedback and behaviour analysis.
- Workshops with your product and service teams.
- Competitive benchmarking and market scanning.
The result:
A prioritised Friction Map showing where experience breaks down, where business impact is lost, and where smart technology has the potential to deliver real value.
Whether you’re looking to audit a single platform, map an end-to-end journey, or spot the right opportunities for AI, we tailor the process to your challenge.
You walk away with a prioritised list of low, medium and high-impact initiatives which form your road map blueprint to drive growth.
