Touchpoints

Touchpoints are every point of interaction a customer has with a product, service, or brand. These can be physical, like walking into a store, or digital, like visiting a website. Every touchpoint is an opportunity to shape the customer's experience and perception. As a result, companies must ensure that each of these interactions is as seamless and positive as possible.

Example: A mobile application's login screen is a critical touchpoint. It's often the very first interaction a new user has with the application, and a bad experience here can lead to a user abandoning the app entirely. A quality assurance team would perform extensive testing on this touchpoint to verify:

• Functionality: Does the login button work?
• Usability: Is the login process intuitive and easy to follow?
• Performance: Does the login happen quickly without freezing or lagging?

By making sure the login touchpoint is smooth and reliable, the company can make a strong first impression and set a positive tone for the rest of the user's experience.