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 variety of types. But selecting the right touchpoint has less to do with creativity and more about progressing users through the service, and helping them realize a satisfactory user experience.
The other challenge with touchpoint planning is when to insert them. With timing, the consideration is where a touchpoint is helpful to either helping progress the user’s experience, or obtain feedback that the service provider can use to shape the user’s experience.
The graphic shows touchpoints used for a hypothetical service.
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