Watch
Touchpoint 1:13
A 73-second explainer of Touchpoint, narrated over the same demo you can try yourself.
Try the interactive Touchpoint demo
What this video covers
A touchpoint is any point of contact between a person and a product, service or brand - an advert, the website, the app, an email, the packaging, a support call, even a review someone reads. The full experience is the sum of all these touchpoints over time, so consistency and quality across every one of them, not just the main interface, is what shapes how people feel about you.
Map the journey and the touchpoints multiply - the ad, the email, the app, the receipt, the support call - and notice the experience is only as good as the worst of them. Pour everything into the app and let the confirmation email or the support line be terrible, and that's what people remember. That's why touchpoints matter: the experience is the sum of all of them, so design them as one coherent whole.
