A quick guide to mapping customer touchpoints post image

Increasingly we are asked to help our clients with what is generally called touchpoint mapping.

This is largely due to the visual nature of our work.  Infographics, information graphics or what we call learning maps totally lend themselves to mapping business content.  Our approach to this tends to be rather straightforward.  On the one hand, there is an encoding job to be done.  This means literally analysing a range of touchpoints involved in a particular experience – be it a customer touchpoint experience, a set of safety related touchpoints or even compliance touch points … by way of example. Read more…