Customer 2019

Touchpoint Map

A single-touchpoint worksheet: user, task, channel, then the steps, data, and processes behind it.

What it is

Six fields, filled in order: who's using this touchpoint, what they're trying to do, and which channel it happens on, followed by the touchpoint's discrete steps and, for each step, the data/content and backend process it needs. It sits between a journey map and interface sketching, turning one touchpoint into backlog-ready pieces rather than a whole redesigned flow.

Reach for it when

• A journey map flags a touchpoint that still needs its steps, data, and process worked out before design starts.
• Backlog grooming needs one touchpoint's user story broken into discrete, sprintable elements.
• A team keeps sketching interfaces for a touchpoint whose data and process needs were never nailed down.

Running it

1. Name the user, the task, and the channel for the touchpoint under review.
2. Break the touchpoint into its discrete steps — one step, one line.
3. For each step, capture the data/content it needs and the backend process that supports it.
4. Convert the finished rows into backlog items ready for sprint planning.