Friction Mapping Exercise
Friction mapping makes hidden resistance visible.
Learn screen by screen
The complete lesson is now presented as a guided learning sequence. Move forward when you are ready, listen to each screen, and pause for practice or reflection.
Resources for this lesson
A field-ready worksheet for finding upstream causes of rework and delay.
Friction Mapping & Improvement Experiment Pack
Friction Priority Matrix — Rank friction by frequency, impact, customer effect, risk and ease of removal.
Claims Process Review
CASE CONTEXT
A claims process has eight steps, five owners and three approvals. Customers wait most at steps 3 and 6.
DIAGNOSTIC SIGNIFICANCE
Rework begins when information is incomplete at step 2 and creates another approval cycle at step 6. The upstream intake condition deserves attention.
Friction matrix
WORKING CONTENT
Friction point
CONTINUED
frequency
CONTINUED
time lost
CONTINUED
customer effect
CONTINUED
employee effect
CONTINUED
control purpose
CONTINUED
risk
CONTINUED
likely condition
CONTINUED
evidence
CONTINUED
priority score.
Smallest useful change
DOCUMENT OVERVIEW
Define the change, baseline, owner, expected effect, risk, test period and review decision.
KEY POINT
A useful experiment should produce evidence, not merely activity.
Apply this lesson in the workplace
Identify three friction points and design one controlled improvement experiment for the highest-value point.
Leadership challenge
Defend the priority ranking to an executive who asks why other visible problems should wait.
What good work looks like
The learner should demonstrate that the selected experiment tests a diagnosis rather than simply implementing a favourite solution.