Touchpoint

Plain English

It is any point where the user and the serviceglossary×ServiceA service is a component or function that performs a specific task within a system.Open glossary term→ meet.

Definition

Any interactionglossary×InteractionInteraction refers to any action a user takes within a product and how the system responds. It includes clicks, taps, gestures, and inputs that drive the user experience.Open glossary term→ a user has with a serviceglossary×ServiceA service is a component or function that performs a specific task within a system.Open glossary term→ or brand.

In practice

Used to identify experience opportunities.

The reality

If broken, it impacts the whole journeyglossary×Pain PointA specific problem or frustration users experience when trying to complete a task.Open glossary term→.