The Friction Finder
The Friction Finder is a facilitated strategic engagement that follows the work across your people, processes, technology, and customer experience to uncover what is creating drag—and build a practical roadmap for what to address first.
Every organization has friction
Most organizations feel the symptoms long before they understand the source. More meetings. More follow-up. More workarounds. More abandoned forms, stalled decisions, missed handoffs, and frustrated customers.
Broken handoffs, unclear ownership, disconnected tools, manual work, approval bottlenecks, and processes that rely on memory.
Confusing intake, slow response times, unnecessary steps, poor communication, and client or customer experiences that are harder than they should be.
The Friction Finder helps you stop fixing isolated symptoms and see the operating picture clearly.
Where friction hides
Strategic Operational Engagement
Through interviews, analysis, collaborative working sessions, and independent assessment, we identify the operational constraints limiting your organization and design a practical roadmap for improvement.
We immerse ourselves in your organization to understand how work actually moves—not just how it's documented. Through stakeholder conversations, existing documentation, and facilitated working sessions, we begin mapping your current operating reality.
This is where the real work happens. We analyze the information gathered, identify hidden bottlenecks, recurring patterns, and systemic constraints, then validate our findings with your leadership team.
We translate insights into action. You'll receive a practical roadmap with prioritized recommendations, quick wins, and strategic initiatives designed to reduce friction and improve operational performance.
Your Operations Blueprint
No giant report. No vague advice. No list of recommendations disconnected from your actual capacity.
Is It the Right Fit?
The Investment
The goal is not to generate more ideas. It is to give your organization a clear, practical roadmap for reducing friction, reclaiming capacity, and making better operational decisions.
Your engagement includes three facilitated working sessions, review of relevant operational materials, a customized diagnosis, and your prioritized Operations Blueprint.
Final scope is confirmed after your discovery call based on the size of your organization, number of participants, and complexity of the work.
Book Your Discovery CallWhat Happens After?
You can implement the Operations Blueprint internally. When you need additional capacity, Runway Hours provides flexible operational support for process improvements, technology configuration, automation, documentation, data cleanup, and the work required to turn the roadmap into progress.
Frequently asked questions
Working sessions are usually around 90 minutes, but can vary depending on the topic, number of participants, and complexity of the issue.
The strongest engagements include the leader responsible for the outcome and the people closest to the day-to-day work.
No. Relevant workflows, forms, spreadsheets, systems, reports, and examples are useful—but messy is useful too. It tells the truth.
No. The Friction Finder is a facilitated strategic engagement. We are not delivering generic training or asking your team to work through a one-size-fits-all exercise. We follow the work inside your organization and build the engagement around what we find.
No. You may implement the blueprint internally or use Runway Hours for flexible implementation support.
Friction Finder engagements range from $2500 - $10,000+. Final scope and investment are confirmed after the discovery call based on organizational size, participation, and complexity.
Payment is due upfront before the first working session.
The Friction Finder
Let’s talk about what is happening inside your organization and determine whether the Friction Finder is the right next step.
Book Your Discovery Call