Friction diagnosticNordic AI

What is friction costing you?

Ten minutes. Rough, but enough to act on.

Friction in the customer journey rarely appears anywhere in the accounts. It sits in minutes lost between two systems, and in customers who give up along the way. This tool puts a number on both.

Nothing is sent anywhere. Everything is calculated in your browser. You decide whether to copy the result or send it on.

Shared assumptions

Two numbers that apply to the whole calculation.

Hourly cost, NOKSalary including employer contributions and holiday pay. Your accountant has the number.Average value per customer, NOKRevenue per order or per customer, whichever fits how you operate.

The four types of friction

Fill in the ones that apply to you. Leave fields empty where something is not relevant. The customer notices the first two, which is why those are usually the ones that get prioritised. The last two are more expensive and invisible.

Repetition The customer sees it

The customer gives the same information more than once, to more than one system or more than one person.

Per monthMinutes

Waiting The customer sees it

The customer waits for a confirmation that depends on a person doing something manually first.

Per monthMinutes

Translating Invisible

Someone moves data from one system to another by hand, or cleans up data that was entered differently every time.

Per monthMinutes

Guessing Invisible

Someone decides without the information they need, because it sits somewhere they cannot reach.

Per monthMinutes

Drop-off

Customers who give up along the way because something takes too long or is too awkward. This is the only line you have to estimate, and you should estimate it low.

Customers who drop off

The number of affected enquiries per month, and how large a share of them you think go elsewhere.

Affected per monthShare, per cent

Working paper

This is your baseline. Keep it. Without a starting point you have no way of showing the value of what you later remove.

Baseline, cost of frictionUntitled

Item	Calculation	Per month
Repetition	not filled in	NOK 0
Waiting	not filled in	NOK 0
Translating (invisible)	not filled in	NOK 0
Guessing (invisible)	not filled in	NOK 0
Internal cost		NOK 0
Lost revenue	not filled in	NOK 0

Per month

NOK 0

Internal cost and lost revenue combined.

Per year

NOK 0

The same number, twelve months.

Conservative estimate

NOK 0

Halved per year. Use this if you are in doubt.

Enter numbers above and the working paper is calculated here.

These numbers are estimates, and they are worth something anyway. The point is the order of magnitude, not the decimals. The internal cost is an irritation; the drop-off line is the business. Note that you cannot remove all drop-off, since some would have left regardless.

Organisation, optional

Send it to Stefan

The number is bigger than you thought. What now?

The most common answer to a large friction number is to buy a new system. That usually moves the friction to a new seam rather than removing it, because the cost rarely sits inside the systems. It sits between them.

I take three friction reviews a month. Forty-five minutes, we go through your customer journey and find the three most expensive seams. You get the map in writing afterwards, whether or not we end up working together.

Ask for a review