Understanding Friction
How to see friction clearly — and why it is often invisible.
The Core Argument
Friction is often invisible. We experience its effects, but we do not see its causes. Understanding friction requires looking beneath the surface.
We have explored many types of friction — organisational, decision, knowledge, coordination, and execution. Each of these is a source of friction in its own right.
But there is a deeper problem: friction is often invisible. We experience the symptoms — the delays, the frustration, the missed opportunities — but we do not see the underlying causes.
Understanding friction requires a shift in perspective.
Why Friction Is Invisible
The reasons friction is hard to see.
It is built into the system
Friction is often embedded in the structures, processes, and cultures of organisations. It is not a bug — it is a feature.
It is normalised
People become accustomed to friction. They accept it as normal. They do not notice it because they have never known anything different.
It is diffused
Friction is often spread across many small interactions. No single interaction is obviously problematic — but the cumulative effect is significant.
It is invisible to those who create it
The people who create friction often do not experience it. It is felt by others — those further down the chain or outside the system.
The Acacia perspective:
Making friction visible is the first step to removing it. We cannot fix what we cannot see.
How to See Friction
Tools and practices for making friction visible.
Map the process
Map the steps from where you are to where you want to be. Where are the bottlenecks? Where do things slow down or stop?
Ask the people involved
Talk to the people who are experiencing the friction. What is getting in their way? What frustrates them? What slows them down?
Look for patterns
What patterns emerge? Are there recurring problems? Are there systemic issues that keep coming up?
Measure
Measure the time, cost, and effort of key processes. This provides objective evidence of friction.
Listen for frustration
Frustration is a sign of friction. Pay attention to what people are frustrated about.
Key insight:
Seeing friction requires deliberate effort. It is not something that happens automatically. We must actively look for it.
The Role of ContextOS
How ContextOS makes friction visible.
Structure
ContextOS provides a structured way to understand situations. This structure helps surface friction that might otherwise remain hidden.
Documentation
ContextOS documents decisions and the context in which they were made. This creates a record that can be reviewed for friction.
Accountability
ContextOS creates clear accountability. This makes it easier to identify where friction is occurring.
Learning
ContextOS enables learning by capturing what happened and why. This makes it possible to identify and address friction over time.
The Acacia perspective:
ContextOS is not just about making decisions. It is about making friction visible. By documenting context, it reveals the friction that is often hidden.
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