Touchpoints talks

Touchpoints are the moments where a person comes into contact with a product, service or brand: a website, an app, an email, a phone call, a receipt, a store or a conversation with staff. Each one shapes their overall impression, and the experience as a whole is the sum of these moments over time.

For UX and service design, thinking in touchpoints widens the view beyond a single screen. Journey mapping helps teams see how touchpoints connect, where they fail to hand over to each other and where a customer’s expectations are set or broken. The aim is a consistent experience across channels rather than a set of well-designed but unrelated pieces.

The two talks here are “Orchestrating Touchpoints” by Chris Risdon and “Service Design Thinking” by Marc Stickdorn, both from 2014. They are tagged with design thinking, experience design, journey mapping, service design and user experience.