To reduce business friction—defined as any obstacle that makes tasks slower, more difficult, or more frustrating—organizations must address both internal operational inefficiencies and external customer-facing barriers
1. Internal & Workplace Friction
Improving internal workflows increases productivity and prevents employee burnout.
Clarify Roles and Expectations: Ensure every employee has a detailed job description to avoid overlapping duties or confusion about responsibilities.
Automate Routine Tasks: Use AI and automation for repetitive administrative work, such as data entry or status updates, to free up time for high-value activities.
Formalize Processes with Checklists: Use written checklists for complex or routine tasks to eliminate errors and the need for constant managerial oversight.
Promote Open Communication: Encourage radical transparency where teams share information freely across silos to avoid bottlenecks caused by information hoarding.
Optimize Meetings: Reduce the frequency of routine meetings or implement "friction fixers" to ensure meetings are productive and do not waste employees' time.
2. Customer-Facing Friction
Removing barriers in the customer journey directly impacts conversion rates and retention.
Streamline Onboarding and Checkout: Simplify the path to purchase by reducing required fields in forms and offering multiple payment methods (e.g., Apple Pay, PayPal).
Prioritize Self-Service: Provide robust FAQ pages, chatbots, and guides so customers can resolve minor issues without needing to wait for a support representative.
Reduce Repetitive Data Entry:Use integrated CRM systems so customers don't have to provide the same information multiple times during support or sales calls.
Optimize for Mobile: Ensure websites and services are fully responsive, as non-mobile-friendly designs are a major source of modern customer friction.
3. Cultural and Strategic Approaches
Reducing friction is an ongoing organizational initiative rather than a one-time fix.
Identify Friction Points:Conduct regular audits and "journey mapping" to find where customers drop off or where employees are using "Shadow IT" workarounds.
Distinguish "Good" vs. "Bad" Friction: While most friction should be removed, "good friction" (like deliberate pauses for complex, irreversible decisions) can prevent costly mistakes.
Align Incentives: Ensure company-wide OKRs encourage collaboration between departments rather than competition, which often creates internal friction.
Gather Continuous Feedback:Use experience platforms to allow employees and customers to submit feedback in real-time rather than relying on annual surveys.
