User Experience
Touchpoint
Plain English
It is any point where the user and the glossaryServiceA service is a component or function that performs a specific task within a system.Open glossary term meet.
Definition
A touchpoint is a single moment of contact between a person and a glossaryServiceA service is a component or function that performs a specific task within a system.Open glossary term or brand, whether a webpage, an email, a phone call, or a glossaryDeliveryDelivery is the process of building, testing, and releasing a product or feature.Open glossary term. Each one contributes to the glossaryImpressionAn impression is recorded each time content, an ad, or a link is displayed to a user, regardless of whether they interact with it.Open glossary term of the whole.
In practice
Used to identify experience opportunities.
In context
The ones that damage experience most are usually owned by nobody: an automated email, a hold message, a letter from a glossarySystemA system is a collection of interconnected components that work together to achieve a specific function or outcome.Open glossary term procured years ago.
The reality
If broken, it impacts the whole journey.
Compared with
Touchpoint vs Channel
A glossaryChannelA channel is a source or pathway through which users arrive at a product, such as search, social media, paid ads, or direct traffic.Open glossary term is a medium: email, app, phone. A touchpoint is a specific moment of contact within one. A single channel contains many glossaryTouchpointsTouchpoints are the moments where users interact with a product, service, or brand.Open glossary term, and they are rarely designed together.
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