The Seven Frictions

• The MAGDA methodology analyses workflows through seven recurring sources of friction commonly observed across organisations

• These frictions capture where work typically slows down, becomes unclear and inefficient, and requires unnecessary effort

• They provide a structured lens for diagnosing problems and prioritising improvements

Diagnostic tools

To understand how work actually happens, MAGDA combines several practical diagnostic methods. Each method provides a different perspective — together they reveal patterns that are often invisible in day-to-day work.

Initial e-survey

• Short and completed around other tasks

• Establishes an organisation-wide baseline

• Identifies patterns and potential friction points

• Helps focus the interviews

Key Informant Interviews

• Add depth and context to the e-survey results

• Conducted across different roles and all levels of seniority

• Understand and map workflows

• Conducted across different roles and levels of seniority
  

Focus Group Discussions

• Bring teams together to compare perspectives

• Surface shared experiences and recurring challenges

• Validate patterns across teams and roles

• Build shared understanding of the challenges

Co-creation workshops

• Present preliminary findings

• Turn insights into practical improvement ideas

• Brainstorm, co-create and prioritise solutions that will suit the organisation

• Ensure proposed changes are realistic and workable

• Build shared understanding, engagement and ownership early

Systems and tools review

• Review existing tools and platforms

• Identify duplication, inefficiencies or unnecessary complexity

• Assess alignment between systems and workflows

• Highlight opportunities for simplification

Client-facing analysis

• Review how clients interact with the organisation

• Assess external resources (website, app, support channels)

• Identify possible friction or drop-off points

• Highlight opportunities to improve client experience

Insights from the diagnostic are synthesised into a clear traffic-light assessment matrix:

• Each friction is assessed across key workflows

• Patterns and root causes are identified

• Areas of greatest impact become visible

• A small number of priorities are selected based on impact and feasibility

This matrix becomes the decision tool for what to improve first.

Assessment and prioritisation

MAGDA isn't just a diagnostic tool - it's a personable experience supporting organisations through the change process.

• Coaching through implementation

• Progress tracking

• Monthly check-ins after completion

• Adapting solutions where needed

• Ensuring sustained change

Ongoing support