Topic: 2.6.1 Using Touchpoints

TOUCHPOINTS Topic 1 WHY USE TOUCHPOINTS? ♦  To shape user preconceptions ♦  To redirect users in the middle of a journey if needed ♦  To gain user perceptions during a service journey ♦  To continue user relationships long after the service expires.   Touchpoint...

Topic:2.6.2 Building Touchpoints

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

Topic: 2.6.3 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: 2.6.3 Touchpoint Innovation

TOUCHPOINTS Topic 3 Touchpoint Innovation According to the biographer of Steve Jobs, the Apple founder began experimenting with Touchpoints to try to heighten shopper experiences. His first attempt was a cyber café, which was an idea born around out of a desire to...