Corrected User Friction Dashboard infographic showing single source of truth architecture, 10 critical workflows, one-click FMS escalation, and business impact

User Friction Dashboard — Single Source of Truth
All data pulled automatically. UX team opens one tool. No GA. No Clarity. No New Relic. No spreadsheets.
Data Sources
Google Analytics 4 AUTO
Funnel completion rates
Page drop-off · Task times
Feature adoption %
Microsoft Clarity AUTO
Rage clicks · Quick backs
Session recordings linked
Heatmap deltas
New Relic / Backend AUTO
API error rates + types
Response times · LCP/INP
JS error traces
Frontend Events AUTO
Workflow step tracking
Form / upload events
Abandonment signals
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📊
User Friction Dashboard
SINGLE SOURCE OF TRUTH
🌐 Platform View
Error rate · Abandonment · NPS · Core Vitals
CEO layer
⚙️ Workflow View
Completion % · Task time · Step drop-off
BA + Design
🎯 Event View
Exact element · Error type · Fail reason
Engineering
🔴
Anomaly auto-detected.
Freight Accounting invoice completion dropped 14% this sprint.
▶ Watch Session Recording
＋ Create FMS Request
📈 View Sprint Trend
Outputs — From Dashboard
🎥 Clarity Session Deep-link
Dashboard surfaces the exact recording. One click. No separate Clarity login or navigation.
📋 FMS Request ONE CLICK
Created from dashboard. POC auto-assigned. Flow type pre-tagged. No sheet-switching.
📈 Sprint Scorecard
Pulls numbers automatically from dashboard. No manual copy-paste from 4 tools.
👩‍💻
UX Team opens exactly ONE tool
Everything else is automated. The dashboard does the aggregation.
Opens GA separately
Opens Clarity separately
Checks New Relic separately
Copies numbers to spreadsheet
✓ Opens Dashboard → Acts
10 Critical Workflows — Continuously Monitored, Auto-Flagged
📝
All Form Submissions
POC: BA per module
Submit errorsRetry rateTime-to-submit
📎
All File Uploads
POC: BA per module
Fail %Timeout rateRetry count
📦
POD Submissions
POC: BA — Ops
Completion %Backend errorsStep abandon
🧾
FA — Invoice/Bill (Carrier)
POC: Anubha (PM)
Bill errorsCompletion %Avg time
✅
FA — Charge Confirm (Carrier)
POC: Anubha (PM)
Confirm rateError on confirmTime
🔐
FA — Invoice Approval (Freighter)
POC: Anubha (PM)
Approval %Rejection rateEscalations
🚧
Gate Pass Flow
POC: BA — Gate Ops
Gen errorsTime at gateAbandonment
📜
eLR Flows
POC: BA — eLR
LR completionError rateTime to issue
🔎
Vehicle Inspection
POC: BA — Inspection
Form completionUpload errorsDuration
🚛
Vehicle / Driver / Cleaner Reg.
POC: BA — Onboarding
Reg. completionDoc upload errDrop-off
Completion
Task Completion Rate %
Abandonment Rate %
Step-level drop-off
Retry count
Errors
Backend error count
Error type breakdown
JS errors on flow
Validation fail rate
Time
Avg task completion time
Time per step
Sprint-on-sprint delta
P90 (slow user cohort)
Friction Signals
Rage clicks on flow
Quick backs %
Session recording (linked)
Heatmap anomalies
FMS Escalation — Everything From Dashboard. No Tool Switching.
1
Auto-Detected
Dashboard flags anomaly. Threshold crossed on completion rate, errors, or task time.
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2
Auto-Categorised
Tagged: Workflow + Page + Error type + Severity. Session recording deep-linked.
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3
FMS — One Click
Created from dashboard. POC auto-assigned. Flow type pre-selected. No sheet-switching.
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4
Sprint Backlog
BA picks up → JIRA ticket → Sprint. Design or PM loop begins per flow type.
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5
Measured Next Sprint
Dashboard checks: did metric improve? FMS closed. Leakage rate tracked automatically.
Flow A — BA + Designer
Triggered by: UI/UX friction, broken interactions, confusing layouts, misleading affordances
BA scopes Designer audits Fix in Figma Dev ships Dashboard measures
Flow B — BA + PM
Triggered by: Backend errors, missing features, process gaps, data/config issues
BA scopes PM prioritises Eng fixes QA verified Dashboard measures
WorkflowPOCFlow TypeFMS Tag
Form SubmissionsBA per moduleBA + DesignerFORM_SUBMIT
File UploadsBA per moduleBA + DesignerFILE_UPLOAD
POD SubmissionsBA — OpsBA + PMPOD_SUBMIT
FA — Invoice/Bill (Carrier)Anubha (PM)BA + PMFA_INVOICE_CARRIER
FA — Charge Confirm (Carrier)Anubha (PM)BA + PMFA_CHARGE_CARRIER
FA — Invoice Approval (Freighter)Anubha (PM)BA + PMFA_APPROVAL_FREIGHTER
Gate Pass FlowBA — Gate OpsBA + DesignerGATE_PASS
eLR FlowsBA — eLRBA + PMELR_FLOW
Vehicle InspectionBA — InspectionBA + DesignerVEH_INSPECT
Vehicle / Driver / Cleaner Reg.BA — OnboardingBA + DesignerVDC_REGISTER
Before vs After — The Real Impact of Building This
🔴 Without the Dashboard
UX team logs into GA, Clarity, New Relic separately every sprint
Dead Click % stuck at 20% — alarming CEO, impossible to action
No visibility into whether invoice submission, POD, gate pass flows are working
Issues discovered reactively — via support tickets or client complaints
No clear POC when a workflow breaks. Ticket floats in Jira.
Sprint planning is gut-feel. No data on which flow to prioritise.
CEO sees vanity metrics. Can't connect UX work to business outcome.
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🟢 With the Dashboard
UX team opens one URL. All data pre-aggregated, auto-refreshed.
Workflow completion rates replace Dead Click %. Actionable, workflow-specific.
Every critical flow monitored continuously. Anomalies auto-flagged.
Issues detected proactively within the sprint they appear.
POC pre-assigned. FMS created in one click. No ambiguity.
Sprint planning opens with: here are the 3 flows with most friction this sprint.
CEO sees: completion rates, error reduction, NPS driver — all connected.
Business Metrics This Directly Drives
⬆️
Retention
Users who complete workflows return. Friction = silent churn. Every fixed flow reduces dropout.
⬆️
Adoption
Smoother registration, onboarding, inspection flows = more active users completing more tasks.
⬇️
Support Cost
Backend errors caught early = fewer support tickets. Proactive fix vs reactive firefight.
⚡
Revenue Cycle
Invoice + POD completion rate directly impacts payment cycle speed for carriers and freighters.
Why Engineering + UX Team Can Pull This Off
⚡
Frontend Lead + Cursor
10 workflow event instrumentation in GA4. Pattern repeats across all flows — Cursor generates the boilerplate. One focused sprint. Reusable forever.
Est: 1 sprint · High reusability
🔧
Backend Team + MDO
Expose error codes per workflow via API or log stream. MDO builds the FMS sheet structure with POC column. One-time setup.
Est: 1 sprint · One-time setup
📊
Dashboard Build
Internal dashboard (Metabase / Grafana / custom) pulling GA4 API, Clarity API, NR API, backend logs. Deep-links to Clarity recordings. FMS write integration.
Est: 1–2 sprints · Shared ownership