Sludge Auditing Toolkit
PUBLIC POLICYCUSTOMER EXPERIENCE
This toolkit helps government and UX teams identify and remove “sludge” (excessive frictions) in services so they can improve customer experience and access to benefits.
Created by:
the New South Wales Behavioural Insights Unit (Australia, 2022).
What’s inside:
A sludge audit framework with practical guides and checklists . It provides a method to map different types of sludge in processes and includes specialized tip-sheets for various channels: how to reduce sludge in websites (e.g. simplifying forms and navigation), in communications (clarity of letters/emails), in forms/paperwork (streamlining fields and steps), in in-person services, and in apps. By quantifying time costs and pain points, the toolkit helps organizations prioritize which frictions to tackle.