This 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.