Topic: Using Touchpoints

TOUCHPOINTS Topic 1 Touchpoint Stages Touchpoints can influence users through three stages of a service. Those stages are Pre-Service, Service Experience, and Post-Service.  When combined they create a rich, full user service experience. Pre-Service offers...

Topic: Building Touchpoints

TOUCHPOINTS Topic 2 Building Touchpoints Touchpoints are used broadly to instruct, aid or guide users as to how and reach a service outcome–complete the service. When designing a touchpoint, service designers can use the table below to understand how touchpoints...

Topic: Touchpoint Planning

TOUCHPOINTS Topic 3 Touchpoint Planning  Touchpoint planning is coordinating touchpoints so they align to the timing of a users’ service experience. So far, we have introduced the scope of touchpoints, describing how and where they are inserted into a service, and the...

Topic: Touchpoint Innovation

TOUCHPOINTS Topic 4 Touchpoint Innovation Steve Jobs, hoping to heighten shopper experiences, began experimenting with touchpoints, according to his biographer. His first attempt was a cyber café, which was an idea born around out of demonstrating Apple products....
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