Frictions Dashboard

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Overview

The Frictions Dashboard centralizes user and business frictions detected by GermainUX so teams can quickly identify what is negatively affecting conversion, adoption, productivity, and user experience. Instead of manually reviewing individual sessions, errors, or events, the Frictions Dashboard brings detected friction together so teams can understand:

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What Is a Friction?

A friction is an observed condition that can negatively affect a user’s ability to successfully complete an interaction, journey, or business process. Depending on the monitored application and configured GermainUX capabilities, friction can include conditions such as:

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• Failed transactions
• Workflow failures
• Workflow delays
• Abandonment
• Repeated actions
• User-facing errors
• Other configured friction conditions

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Analyze Friction at Scale

The Frictions Dashboard aggregates detected friction across monitored users and sessions. This allows teams to evaluate friction based on factors such as: This is important because the most frequently occurring friction is not necessarily the friction with the greatest impact.

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Prioritize Friction

Use the Frictions Dashboard to identify which friction deserves attention first. For example: For conversion use cases, a lower-volume friction associated with a significant reduction in conversion may deserve more attention than a high-volume friction with little measurable conversion effect. For productivity use cases, a friction affecting many employees repeatedly may have a larger cumulative impact than an isolated application error.

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Identify Who Is Affected

Frictions can be analyzed using available dimensions such as:

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• Product
• Browser
• Device
• Application version
• Location
• Other monitored attributes

This helps determine whether a friction is isolated or concentrated within a particular population.

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Investigate a Friction

Select a friction to investigate the underlying evidence. Depending on the available monitoring data, investigation can include:

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• Network activity
• Business-process activity
• Related KPIs
• Session Replay

A typical investigation can progress from:

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Session Replay

When Session Replay is available, open an affected session to see what the user was doing and experiencing around the friction. This can help determine what happened before, during, and after the detected condition. Learn more about Session Replay.

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Analyze Related Impact

A detected friction can be investigated together with other GermainUX KPIs. For example: Checkout Friction
→ Users affected
→ Conversion effect
→ Individual sessions
→ Related errors or performance
→ Session Replay
→ Likely cause Or: CRM Workflow Friction
→ Employees affected
→ Additional work time
→ Workflow step
→ Individual sessions
→ Related application issue
→ Likely cause

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AI Analysis

Where AI capabilities are enabled, GermainUX can analyze friction data to help summarize patterns, identify important issues, and recommend potential improvements. AI analysis can complement the underlying monitored evidence and help teams determine which frictions warrant further investigation.

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From Friction to Action

Frictions can become part of a broader GermainUX operational workflow: Depending on the configured Automation capabilities, a friction can lead to actions such as:

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Configure Frictions

Which conditions are identified as friction depends on the applications, technologies, KPIs, monitoring profiles, Rules, and other GermainUX capabilities configured in your environment. The Germain Team can help configure friction detection and analysis for your organization’s requirements.

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Related Documentation

• Analytics Dashboards
• Analysis Dashboard
• AI Advice Dashboard
• Root-Cause Analysis
• User Monitoring & Session Replay
• Session Replay Player
• Conversion Insights
• Adoption Insights
• Work Time Insights
• Automation

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The content of this document is proprietary to GERMAIN SOFTWARE LLC.