Method
How we uncover friction in application paths
A transparent sequence used on UX Friction Discovery Assessments and adapted for session reviews. Designed so product, design, and support can follow the same evidence trail.
Brief and access
We confirm the critical paths, business consequence of failure, and read-only analytics access. You share recent support themes tied to those paths. No instrumentation rebuild is required at this stage.
Analytics and behaviour reading
Funnel steps, time-on-screen signals, and session pattern samples are reviewed together. We look for hesitation clusters, error loops, and false completions where the funnel celebrates success the customer does not feel.
Friction inventory
Each candidate issue receives a short evidence note and a severity score based on reach, failure rate, and consequence. Mild and severe items stay on the same list so nothing is quietly discarded.
Walkthrough and handover
A ninety-minute session walks stakeholders through the ranked inventory. Remediation order is agreed in language your designers and engineers can use the same week.
Where workshops fit
When several teams must own the priority list, a Journey Friction Workshop follows the inventory. The room debates evidence, not opinions about aesthetics. Owners leave with named next steps.
Scope boundaries
Discovery ends with a shared, ordered friction inventory. Redesign production and engineering implementation remain separate commissions when you choose them.