Chris Risdon on Orchestrating Touchpoints

by Andy Polaine on April 19, 2014

in General

Whilst I’m at it, here’s a great talk by Chris Risdon from the same conference talking about orchestrating touchpoints. His anecdote at the beginning is priceless. I’m particularly interested in the way he takes the journey as the hub from which everything extends from. It’s service design, but he comes at it from a UX point of view, which tends to focus on the journey at the start. He does a great job of really defining what a touchpoint is as distinct from a channel or a medium:

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