Build a friction register your product team will use

Friction findings easily disappear into slide decks and meeting notes. A lightweight register keeps the evidence connected to a decision and gives product, design, engineering and support one place to discuss priority.

Record what you observed

Each item should name the journey step, affected segment, observed behaviour, supporting sources and consequence. Keep interpretation separate from evidence. Add links to queries or recordings using access controls appropriate to your organisation.

Prioritise transparently

Use a small number of factors: affected users, severity, commercial relevance, confidence and effort. The score is a discussion aid, not an automatic roadmap. Document why an item was deferred.

Close the learning loop

Assign an owner and expected outcome before work starts. After release, compare the relevant behaviour over a suitable period and record what changed. A resolved item should preserve the learning rather than simply disappear.