Customer Journey & Friction Audit

Practical methods and templates to map customer journeys, reveal friction, and convert experience leaks into prioritized improvement experiments.

Template

Customer Journey & Friction Audit — Friction Mapping Template

A practical, action-focused friction-mapping template for documenting end-to-end customer journeys, scoring and prioritizing friction, estimating opportunity size, and converting findings into owned experiments with clear measures and follow-up.

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Workbook

Customer Journey & Friction Audit Workbook

An interactive workbook to map end-to-end customer journeys, capture and prioritize friction with structured severity/frequency/evidence fields, score quick-win potential, propose experiments with measurement plans, and produce a one-page executive summary suitable for stakeholders.

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