Dive into UX design topic based on our years of award-winning UX consulting from Experience Dynamics, Founder and Chief Experience Officer, Frank Spillers.
A piece of our mind / our blog
Summary: Customer service, customer experience, and user experience efforts come together around touchpoints. Touchpoints are significant interactions between customers and companies, occurring across channels. Figuring out where your journeys break down and how to better improve the interactions that occur there is a big deal for UX ROI.
What is the significance of a touchpoint?
Products and service systems (think mobile app orders food delivery) rely on touchpoints. Touchpoints are value-rich exchanges between customers and your business. Common examples of touchpoints include information, help, advice, or consultation. Touchpoints occur when and where the customer wants them to occur. Likewise, user behavior is “choose your own channel” (omnichannel) by default. It is for this reason that touchpoints need to be observed, optimized, and made consistently available across channels.
- September 10th 8:00AM PST; 11:00AM EST; 4:00 PM UTC (GMT); 8:30 PM IST
- 3 hrs (Zoom online)
- Live with Frank Spillers
UX Writing is critical to creating a good experience. At its core, UX writing relies on the strategic use of words in alignment with UX goals. For example, good copywriting helps facilitate three important goals: 1) quick scanning, 2) reading and comprehending, and 3) taking action. Taking action relates to usability & accessibility and, of course, to conversion rates. In this Masterclass, we will prioritize how you can leverage emotional impact for improved customer conversion rates.