Micro-Friction Audit

Customer asked "Where do I click?" > 1 time.

Indicates UI failure or poor Choice Architecture.

Customer misunderstood a core KPI definition.

Tiny misalignment now = Missed ROI goal later.

User deferred a task to the CVE (Dependency).

Early sign of "Service Dependency" and rising TCI.

Data Import/Setup failed on first attempt.

Breaks the "Halo Effect" (Flawless First Output).

Login/Load time perceived as "slow" (>3s).

Emotional Reasoning: "Slow tool = Bad tool."

Silence > 48 hours during onboarding.

Triggers "Abandonment Trauma."

Executive Sponsor missed Kickoff call.

Failure of "Mattering."