The Workplace Friction Map™ is UKBPM's proprietary analytics framework that identifies and visualizes the hidden "micro-frictions" that staff and guests experience daily—small moments of effort, confusion, or delay that compound into significant impacts on productivity and workplace experience.
Unlike traditional feedback systems that only capture major complaints, the framework helps surface recurring issues that often go unreported but collectively erode confidence and experience. By turning these points of effort into a visual, actionable map, you can see exactly where small fixes will have the biggest impact.
Interactive Friction Map
🏗️ Technical & Engineering Friction Categories
Tip: Drag technical categories onto the floor plan. Business Critical Systems (red) are mission‑critical for banks and data centres.
Quick Friction Assessment
Identify key friction areas in your workplace and get a friction score with actionable insights.
What creates workplace friction?
Signage & wayfinding gaps
Unclear directions, missing signs, or confusing layouts that force people to ask for help or waste time.
Bottlenecked meeting suites
Overbooked rooms, unclear availability, or complex booking systems that create delays and scheduling conflicts.
Service delays
Slow response times, unclear service expectations, or inconsistent delivery that erodes trust and confidence.
Confusing touchpoints
Unclear processes, multiple contact points, or inconsistent information that creates confusion and extra effort.
How the framework works
1. Multi-source data collection
Aggregate feedback, complaint logs, service tickets and operational signals to build a clear picture of experience.
2. Friction detection
Identify recurring, high-impact issues—often invisible in traditional reporting—then quantify their operational drag.
3. Visual mapping
Create a map that shows where friction clusters across spaces and touchpoints—so prioritisation becomes obvious.
4. Impact prioritisation
Score each friction point by frequency, impact and ease of resolution to focus effort where it moves the needle.
Transforming a global headquarters through friction elimination
Using The Workplace Friction Map™, we surfaced micro‑frictions across a high‑profile HQ—then removed the highest‑impact blockers with targeted operational fixes.
Small, strategic fixes delivered disproportionate impact—raising confidence, reducing complaints, and restoring experience consistency without major capital investment.
Ready to map and eliminate friction?
Book a no‑obligation consultation to pressure test experience risk, quantify operational drag, and prioritise the highest‑impact fixes.
Or explore our frameworks and tools: