Change Friction Map

CHANGE FRICTION MAP

The Change Friction Map shows the current factors shaping whether new behaviours will take hold.

Define Outcomes

Describe the current outcomes the system is producing and the desired outcomes you'd like to see. Focus on observable results, not actions or tasks. 3-5 of each.

Define Behaviours

List 3-5 specific behaviours at each level that would move from current to desired outcomes. Focus on what you'd see on a video — not what people think or feel.

Identify Constraints

Identify the factors currently shaping whether the desired new behaviours can take hold. Include things restricting the new behaviour, things reinforcing the old, things enabling either. Map the system as it is, not what you want to see. Avoid motivation, mindset, or resistance as these are interpretations, not observable factors. Capture only things the organization could directly change if it decided to.

People: skills, knowledge, time, workload
Organizational: structure, incentives, reporting lines, consequences
Processes: ways of working, approvals, governance, decision rights
Tools: systems, access, usability, data

Map the Constraints

Assess each item by asking the following 4 questions:

Q1: Can we directly control this? If yes, proceed. If no (motivation, feelings, etc.), don't include it.

Q2: Does this condition exist in the system today? If yes, continue. If no, set it aside as a possible intervention.

Q3: Does the constraint impact F(c) — current behaviour?

Start at the neutral zone of F(c)
Adds friction → move LEFT (High)
Lowers friction → move RIGHT (Low)
No real impact → leave in neutral zone

Q4: Does the constraint impact F(d) — desired behaviour?

Start at the neutral zone of F(d)
Adds friction → move UP (High)
Lowers friction → move DOWN (Low)
No real impact → leave in neutral zone

Indicate Effort to Shift

Colour-code each item by the effort it would take to shift. Low effort is relatively easy to influence or adjust. Medium effort requires coordination, experimentation, or sustained engagement. High effort involves significant structural, cultural, or political cost and likely won't change in the timeline you are considering.

Adjust the Gradient

Choose one or two items to try shifting through small experiments. Two moves are available:

Reduce friction to the desired behaviour (make it easier to do)
Add friction to the current behaviour (make it harder to do)

For each chosen item, drag an arrow from one of its corners to where you expect the intervention to move it. Click the arrow to label it with the intervention.

Current Outcomes

Leadership Behaviours

Manager Behaviours

Frontline Behaviours

Desired Outcomes

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