Where does dealing with you get hard for your customers? They tell of moments when something got in their way and interpret them themselves with SenseMaker. The map shows where friction builds up and what it feels like to them.
A fit when
“Customers drop off, and we don't know at which point.”
Afterwards you know where your customers drop off and what they go through there.
Numbers show that customers drop off. They rarely show why. Often it is not one big failure but a string of small frictions: an unclear form, an answer that comes too late, a step nobody explains.
The Friction Map looks at your customers: at the path they take with you, from their side.
How it works
We agree on a call which path it is about and design a short SenseMaker collection around it. Customers tell of a moment when it got hard or went smoothly, and place it themselves on a few simple scales. The patterns across many stories show where the friction sits.
What you get
- A map of the points where things get stuck for your customers
- What the friction feels like, in your customers' own words
- The stories behind every pattern
- Pointers to where you could start