How can you get a comprehensive view of your program or service across multiple user types and dimensions? Touchpoint mapping is a technique that centers on interactions: all the ways (physical, digital, and interpersonal) that people “touch” a particular service or organization and, ultimately, how effective or valuable those are. The result is a powerful tool for organizing and sharing knowledge, identifying gaps or opportunities for engagement, and informing strategic decisions (about assessment/data collection, activity changes, and effort and resource prioritization).
In this hands-on workshop, we'll walk you through some case studies and also give you ample time to document and evaluate touchpoints that impact YOUR users. This is a chance to learn a new technique as well as a rare opportunity to take a step back and think about your users and your service holistically.
Touchpoint mapping is also a great way for a team to build a shared mental model of their service or program, so we encourage attendance by more than one member of your team (but not more than three, please). Food and beverages will be served.
Capacity limited to 20. This event is being offered as part of the One IT Summer of Learning.