Introducing Friction Point

It seems only right to start with the who, what, and why behind Friction Point.

Firstly, who is Friction Point?
I’m Lauren Raby - the founder and one-person team behind Friction Point. I’ve spent the past decade working for large corporate organisations and have now launched my own research and strategy consultancy. I have a genuine desire to create products and services that work for humans and enhance their everyday experiences. I do this through active listening, simplifying the complex, leading via collaboration, embracing ambiguity, and always designing with empathy.

Secondly, what is Friction Point and how can I help you?
My career has been focused on fixing problems. I’ve always found myself striving to improve processes, optimise at every level, and create new or better experiences through research, design, and technology. With a focus on digital products and services, I help businesses bring friction into focus - uncovering challenges and designing practical, human-centred solutions that drive measurable results.

And why?
Because I believe that meaningful change happens at the point of friction. With the right guidance and expertise, great progress can be made in those uncomfortable moments. Teams are looking in the wrong direction, focusing on the wrong problems, or lacking the correct perspective to create change. I’ve developed a deep skill for stepping into the user’s shoes, spotting pain points others might miss, and communicating them clearly - and I’d like to help other organisations along their journey.

If any of the above resonates with you, I’d love to chat and explore where you feel there is friction in your products or services, and how we can turn it into progress.

Neon ‘open’ sign outside a business.