User Experience
Touchpoints
Plain English
Every point where a user interacts.
Definition
glossaryTouchpointAny interaction a user has with a service or brand.Open glossary term are the moments where users interact with a product, glossaryServiceA service is a component or function that performs a specific task within a system.Open glossary term, or brand.
In practice
Includes websites, apps, emails, customer glossaryServiceA service is a component or function that performs a specific task within a system.Open glossary term, and physical glossaryInteractionInteraction 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.
The reality
glossaryTouchpointAny interaction a user has with a service or brand.Open glossary term are often designed in isolation rather than as part of a glossaryPain PointA specific problem or frustration users experience when trying to complete a task.Open glossary term.
FAQ
Common questions
A few practical answers to the questions that usually come up around this term.
What are touchpoints?
They are moments where users interact with a product or glossaryServiceA service is a component or function that performs a specific task within a system.Open glossary term.
Why are touchpoints important?
They shape the overall experience.
Where do touchpoints occur?
Across digital and physical glossaryInteractionInteraction 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.
What is a common issue?
Lack of glossaryConsistencyConsistency is the use of uniform patterns, behaviours, and visual elements across a product to create familiarity and predictability. It helps users learn once and apply that knowledge throughout the experience.Open glossary term between glossaryTouchpointAny interaction a user has with a service or brand.Open glossary term.
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