Definition from Jeff Howard
“Service touchpoints are the tangibles, for example, spaces, objects, people or interactions (Moritz 2005), that make up the total experience of using a service. Touchpoints can take many forms, from advertising to personal cards; web-, mobile phone- and PC interfaces; bills; retail shops; call centres and customer representatives. In service design, all touchpoints need to be considered in totality and crafted in order to create a clear, consistent and unified customer experience. (Live|work 2008)”
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