Friction map
Connect one institutional promise to the path people actually follow. Identify the handoff to investigate before deciding what to build.
By Roadyom Editorial Team. An original working template, not a validated assessment instrument or client case.
When and how to use it
Choose one service or decision path. Map the steps from the institution’s perspective and from the person’s perspective. Mark evidence gaps separately from confirmed friction. Pick one bounded intervention and specify the baseline and re-observation before implementation.
The working record
- Service or decision path and boundaries
- Promise made to the person
- Institution View: intended steps and owners
- Human View: lived steps and repeated effort
- Point of friction and supporting evidence
- Unknowns and alternative causes
- Smallest change worth testing
- Baseline and comparable re-observation
- Owner, decision and review date
- Capability the institution should retain
Boundaries
This map is an orientation tool, not an institutional diagnosis or score. A suspected cause remains a hypothesis until tested. Do not upload completed maps containing personal or confidential information through the public contact form.
Reuse and citation
You may copy and adapt this blank template for internal work with attribution to Roadyom. Mark adaptations and do not imply Roadyom endorsement. No completed record needs to be sent to use the template.
Roadyom. (2026). Friction map. v1.0. https://roadyom.com/en/resources/friction-map
Map the Friction in your institution →