FRICTION
POINT
An independent UX Research & Strategy consultancy from Lauren Raby.
Finding friction in your user experience and turning it into progress. Through research and design, I create solutions that work for both customers and the business.
About
I help global organisations understand their users and make smarter decisions through research-led insight and strategy.
I can help you uncover user needs, translate insights into actionable strategies, and design digital products and services that deliver real value.
With over 10 years’ experience spanning consumer insights, product management, and service design, I partner with teams to solve complex problems, improve usability, and ensure every decision is grounded in evidence.
From discovery research and journey mapping to product vision and global scaling, my work blends human-centred design with business strategy to create solutions that work for both users and organisations.
10+ years of experience
Let’s connect.
Clients & Employers
MY JOURNEY
2025
Friction Point Ltd is founded!
Independent consulting to support organisations such as LGBT Foundation to improve user experiences, optimise services, and launch new digital products.
2024
Director of Product, Europe Commercial Leadership @ Coca-Cola
Moving back to Europe, I led the tech review and service design for Coca-Cola’s move to personalised marketing, defining the strategic roadmap, building data-led business cases, and aligning stakeholders through service design methods to improve scalability and performance.
2021
Global Senior Manager, Product & Service Design @ Coca-Cola
I moved to a global role, where I directed the strategy, design, and global rollout of SIMON, Coca-Cola’s data and knowledge management platform, scaling it to 9,000+ users. Defined product vision, designed and launched SIMON 2.0 and 3.0 with improved UX, personalisation, and advanced search, and embedded design thinking with continuous user research to drive adoption and impact across the global business.
2017
Consumer & User Research Manager, Europe @ Coca-Cola
I started at Coke leading user and market research to improve data adoption and decision-making. I used stakeholder interviews, A/B testing, and UX methods to identify barriers and opportunities internally, whilst managing a 12-market brand tracker and delivering results to support the business. I created scalable research frameworks, and expanded global insights access through mobile apps, dashboards, and digital tools.
2014
Billing & Payment Analyst @ AMEX GBT (Egencia)
Improved billing systems and workflows by analysing processes, resolving high-value discrepancies (including a £200K annual system error), and optimising Salesforce workflows. I built automated reporting to uncover trends, address recurring issues, and enhance operational accuracy at scale.
WHY I LAUNCHED FRICTION POINT
I founded Friction Point because I’m passionate about uncovering what users really need and turning those insights into meaningful change. After years of designing and launching global digital products, and leading cross-functional teams at scale, I’ve developed a knack for stepping into the user’s shoes, spotting pain points others might miss, and communicating them clearly to bring people along on the journey - from key stakeholders to developers.
Whether creating a new product or improving an existing service, I think through every detail — balancing user needs with business goals. I thrive on progress, embrace a little chaos, and love nothing more than being handed a problem to solve.
MY SERVICES
Designing products and services for humans
I've worked with a wide range of teams - from global corporate groups with large cross-functional stakeholders to agile start-ups of just three people - adapting to different ways of working and needs across sectors including FMCG, travel, health & wellness, and the charity sector.
Brand & Product Strategy
Brand positioning and differentiation, audience segmentation, value proposition design, brand messaging, stakeholder alignment, product vision and roadmapping, product lifecycle planning, and defining and tracking KPIs and success metrics.
UX & Market Research
Surveys, interviews, usability testing, heuristic evaluation & UX audits, A/B testing, competitive analysis, screen mapping, user flows, customer journey mapping, persona creation, user stories, empathy mapping, affinity diagramming, and market analysis.
User Experience Design
Design thinking & human-centered design principles, information architecture, sitemap and navigation design, taxonomy structuring, wireframing, UI design collaboration, accessibility (WCAG) awareness, ideation workshops, and design system documentation.
Service Design
Service blueprints, system and service mapping, stakeholder interviews, operational alignment, end-to-end service design, handover documentation, change management support, and training delivery.
MY CERTIFICATIONS
Professional Diploma in UX Design
UX Design Institute & Glasgow Caledonian University
UX Fundamentals: UX design techniques, user research methods & analysis
Structure & Flow: Navigation design, information architecture, workflows
Interaction Design: Principles, patterns, usability
Prototyping: Mobile & responsive design, prototypes, developer handover
Advanced Certificate in Social & Market Research
The Market Research Society
Research Planning: Design and plan marketing research
Data Collection & Analysis: Gather, analyse, and interpret research data
Customer Insight: Develop, implement, and evaluate insight strategies
Compliance: Ensure legal, regulatory, and ethical standards in marketing