Friction Audit

Identify and solve friction for your eCommerce

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Friction kills your customer experience

Every point of friction in your digital journey degrades your customer’s experience, and thereby your business’s bottom line. The Friction Audit aims to identify, prioritize and fix relevant friction points in your digital journey. Friction has a compounding effect, turning a snowball into an avalanche. And so does the absence of friction.

You need to focus on the 3 Fs, “Find, Focus, Fix”.

1. Find

What friction points are currently causing an issue in your customers journey?

OUTCOME

Map of Customer Journey along with identified friction points.

2. Focus

Which of these friction points should you focus on & prioritize?

OUTCOME

Focus Friction Points prioritized by impact, confidence and effort.

3. Fix

How can we fix the top tier friction points and how fast?

OUTCOME

Solution Map for Focus Friction Points with outlined roadmap for implementation.

“Not fixing friction is like wanting your customers to suffer”

You know friction exists in your user experience. Those small hiccups, confusing interfaces, and unnecessary steps are costing you customers and revenue. But pinpointing exactly where and how severe these friction points are can be challenging.

Every day you delay addressing these issues, potential customers are slipping through the cracks. They're abandoning carts, exiting signup forms, and choosing your competitors instead. This silent exodus isn't just hurting your bottom line—it's damaging your brand reputation and stunting your growth potential. Can you really afford to let these problems persist?

Our comprehensive friction audit is the key to unlocking a seamless user experience. We meticulously analyze every touchpoint in your customer journey, identifying pain points and quantifying their impact. Armed with this data, you'll have a clear roadmap to streamline your processes, boost conversions, and significantly enhance customer satisfaction. Don't let hidden friction continue to erode your success. Take action now and transform frustration into delight.

Es macht Sinn, insbesondere wenn man Änderungen im Shop vornehmen möchte, dies datengetrieben anzugehen, Besucherverhalten zu analysieren, daraus Hypothesen aufstellen, die dann wirklich getestet und durch harte Daten validiert werden.

Johannes Sörensen

Co-Founder & CEO ahead GmbH

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