Onboarding Friction Log Template

Name the problem in terms of what the customer cannot accomplish. 'New administrators cannot identify accepted date formats' is more useful than 'improve import UX'. Record the observation separately from the suspected cause, because the same visible failure can have different explanations.

Include the relevant role and environment, but avoid collecting attributes that will not help the investigation. Distinguish distinct accounts from the number of messages so a long support conversation does not look like many independent reports.

Fictional finding ONB-014: 'New administrators cannot correct rejected date values.' Two accounts report that their first import fails with a generic error. A reviewer reproduces the failure using a test file containing an unsupported date format. Reformatting the dates works, but the error does not explain the required format.

The proposed action is to show the affected column and accepted format, subject to an engineering check of the parser. The retest asks a new administrator to correct the sample file using only the product's instructions and produce an accurate import. A passing test must verify the imported values as well as the absence of an error.

Review new records for duplicates, missing reproduction details, and immediate support needs. Combine records only when the underlying problem and affected context match, retaining references to the original evidence. A permissions failure should not disappear into a date-format finding just because both occur during import.

After a release, record the version tested and the observed result. Keep shipped and successfully retested as separate facts. If you defer a finding, write why and what would trigger another review. The log should make the next decision easier, rather than becoming an archive of unexplained status labels.