Journeys & flows - a playbook of methods for mapping interactions
Updated on Thursday, June 25, 2020
For a single touchpoint, 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.