Updated on Wednesday, July 26, 2023
For a single touchpoint, this method helps you understand the user, task, and channel, and optimize the steps, data, content, and processes needed to support the touchpoint.
Why to use? A touchpoint map helps teams optimize a touchpoint's experience for the user as well as improve its effectiveness for the organization.
When to use? Map touchpoints before you design interfaces. Touchpoint maps breaks user stories into discrete elements that support backlog grooming and sprint planning.
touchpoint-map.pptx (77.78 kB). Last modified 06/27/20
The following resources provide more information about using this method.
Chapter 15 provides extensive information for using this method.
A method that helps teams map how one or more users move into, through, and out of a product or service ecosystem. Includes templates and facilitation guide.
Updated 131 days ago ago.
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Futures wheel (method)
A method that helps teams identify the direct and indirect effects of a decision, event, or trend.