Scoring severity without vanity scores

Not every friction point deserves the same sprint. Severity scoring should weigh how many people hit the step, how often they fail, and what the failure costs in time, revenue, or trust.

We use a simple matrix: reach, failure rate, and business consequence. Each friction item receives a short evidence note so the score can be challenged with facts rather than preference.

Avoid turning the matrix into a theatre of precision. Whole numbers and clear narrative beats elaborate decimals that nobody can defend in a workshop.

Revisit scores after each remediation wave. A fixed list that never updates stops reflecting the application people actually use.

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