Touchpoint Value Mapping

Touchpoint Value Mapping is about using user experiences at points of interaction –touchpoints- to understand how to achieve better outcomes from:

> Services to customers, patients, community groups;
> Roles (either job or team/group) carried out;
> Employee competence within a role;
> Employee well-being: Health & safety, and satisfaction.

While these are widely different areas, we can improve the way organisations perform and provide services to users through the use of Touchpoint Value Mapping.

Touchpoint Value Mapping can be applied to a wide range of users who would like to see their experiences better understood to develop and improve the services provided by organisations and their employees. For example, for:

> A buying customer
> A user of a service;
> A patient;
> A community group;
> An interest group;
> Employees who rely on other employees to provide a standard of service;
> Users of corporate support areas. For example employees experience of HR practices and employment conditions of an organisation (e.g. complaint management practices, selection and appointment practices, employee entitlements; payroll issues, training and development provided);
> Other employees affected by the role competence of an employee;
> Employees affected by their work environment (e.g. Health and Safety factors, including stress related issues).