What is Touchpointing®?
Touchpointing® embraces all moments where a visitor might engage with people, places, and services along their journey.
Empathic Insight is our user-driven research process that identifies unarticulated needs and challenges in the built environment. With a focus on rigorous observation and qualitative interviewing, we walk in the user's shoes at each juncture in the Touchpointing® journey.
Awareness
How will people learn about the organization?
Marketing / Communications / Website / Social Media
Planning
How will visitors prepare for a successful journey?
Emailed Directions / Website / Mobile Application
Arriving
What is your visitors’ first impression?
Signage / Gateway / Dynamic Display / Placemaking Elements
Parking
How can the parking experience provide a positive and comfortable first impression?
Parking Signage / Parking Availability / Payment Information / Proximity
Entering
What greeting and information helps visitors feel appreciated and informed as they enter?
Greeters / Placemaking Elements / Art / Signage / Sightlines
Finding
What tools do visitors need to provide total support along their journey?
Verbal Directions / Signage / Placemaking / Digital Tools
Arriving at Destination
How will visitors feel when they are greeted at their destination?
Welcome Moment / Storytelling / Signage / Greeter
Waiting
What experience can be provided for people waiting for an appointment?
Learning / Entertainment / Information / Personal Support
Learning & Experiencing
How will visitors interact with your brand at key and in-between moments?
Storytelling Exhibits / Immersive Experiences
Leaving
How will visitors find their way back to their car or entry point?
Verbal Directions / Signage / Landmarks