Touchpoint mapping identifies every interaction a customer or user has with an organisation across channels and journey stages. It highlights experience gaps, inconsistency and unclear ownership.
How to use this tool
Define group and journey
Define the customer group and journey.
Identify every interaction
Identify interactions across every relevant channel.
Record experience and owner
Record the experience, outcome and owner of each touchpoint.
Validate and prioritise
Validate the map and prioritise improvements.
References & further reading
Stickdorn, M. and Schneider, J. (eds.) (2011). This Is Service Design Thinking. BIS Publishers. ISBN 9789063692568.