Friciton Mapping

In this 10 Minute Guide, we take a look at customer journey mapping, specifically the aspect of mapping customer frictions and discuss the value and benefit doing so can bring to a business. From what Friction Mapping is and how it’s applied, through to running a Friction Mapping exercise and what’s involved, finishing on how to use the outputs as a practical roadmap of next steps. Our guide will walk you through each step, giving you understanding and knowledge that you can take back to your business.

What's Inside?

  • What Friction Mapping is and how it can be used to gather valuable insights on the full end-to-end customer journey
  • An insight into the various stages of Friction Mapping and who needs to be involved for it to be effective
  • We’ll show you how we used Friction Mapping to help Nuffield Health develop a product vision and roadmap

Featuring Insight from:

Mapping customer frictions is an integral part of designing the best possible customer experience, none more so than in an industry when experience can literally make or break the product being bought. This guide is a fantastic insight into mapping those frictions effectively.

Susanne Kennedy - Senior CX Manager, Tui

Your 10 Minute Guide to mapping frictions across the customer journey.

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