Stop guessing
where you
lose time.
Insight is a systemic diagnostic framework that turns a workshop table into a map of your organization's hidden friction. Identify stakeholders, describe connections, pinpoint where time leaks — and brainstorm what to do about it.
The hidden
cost of silos.
Most inefficiency isn't inside any single team. It lives in the invisible gaps between them — handovers without contracts, decisions without owners, days lost to a process everyone assumes is someone else's problem.
Insight makes that invisible system visible enough to fix.
- 01
Stakeholders work in silos.
Each role optimizes locally, while the system pays the cost in handover delays.
- 02
Ownership is unclear.
Tasks bounce between actors without a single, accountable input/output contract.
- 03
Time disappears between people.
Friction lives in the connections, not in the work itself — and is rarely measured.
Four steps.
One diagnostic loop.
Insight runs as a guided workshop, a canvas, and a deck of Method Cards. The shape is always the same: map, describe, mark, solve — then loop.
Identify stakeholders
Start from one actor and map their interactions with everyone else they touch. Mark each connection with a number — the Task Number.
Describe connections
For each Task Number, fill a Task Tracker: what is exchanged, in which direction, and how long it actually takes versus the active work.
Identify friction
For every connection, ask: does this create friction for someone? Mark both the Task Tracker and the connection with a Lightning Bolt.
If friction occurs, trace where the inputs come from and check if better control of the source can prevent it.
What in the process creates value, and what doesn't? Remove what nobody is using or paying for.
Map the pain points the friction creates against the value the process is supposed to deliver.
A scoring frame: define why the bottleneck occurs, propose a solution to minimize or remove the bottleneck entirely.
Brainstorm solutions
For each Friction Point, draw a Method Card and follow its prompt — Control-at-source, Lean & Waste, AFL, Pain-vs-Gain — to generate solutions.
A 12-month delay,
traced in two hours.
A municipal team mapping the journey of a visually-impaired citizen applying for a guide-dog used Insight to trace the handovers between citizen, GP, communication center, and municipality. What had been characterised as “a slow system” resolved into a small number of specific, addressable friction points.
“We thought we were debating policy. The board showed us we were debating a missing input.”
Download the
Insight Resource Kit.
Everything you need to run a friction-diagnosis workshop — the canvas, the trackers, the deck, and the facilitator notes. Free for non-commercial use.
Download the Kit- 01Stakeholder CanvasA2 · printable PDF
- 02Task Tracker pad30 cards · purple seam
- 03Method Card deck40+ solution prompts
- 04Facilitator guide2-hour workshop format
- 05Lightning Bolt stickersfor marking friction