{"id":2597,"date":"2020-10-02T06:35:48","date_gmt":"2020-10-02T06:35:48","guid":{"rendered":"https:\/\/2021dev.smileyanswers.com\/?p=2597"},"modified":"2020-10-02T06:39:42","modified_gmt":"2020-10-02T06:39:42","slug":"how-are-you-managing-the-touchpoints-to-improve-human-experiences-part-2-of-3-part-series","status":"publish","type":"post","link":"https:\/\/smileyanswers.com\/staging\/4537\/how-are-you-managing-the-touchpoints-to-improve-human-experiences-part-2-of-3-part-series\/","title":{"rendered":"How are you managing the touchpoints to improve human experiences? Part 2 of a 3-part series"},"content":{"rendered":"

In last week\u2019s blog post<\/a>, we had 289 positive words to help you design a positive experience.\u00a0 This will be part two of a three-part series to help you build great experiences.\u00a0 In this week’s post, we will get into the touchpoints along an experience that impact how individuals feel about the experiences you bring them.\u00a0 We will first get into the definition of a touchpoint. \u00a0Then, we will share the difference between a physical and a digital touchpoint.\u00a0 Lastly, we share a list of touchpoints that you can bring to a meeting to discuss and focus on as you look to improve human experiences.<\/p>\n

Touchpoints and the Human Brain<\/h4>\n

Neuroscientist Lisa Feldman Barrett, a leading researcher into human emotion, describes the human brain as being trapped in a dark box.<\/a>\u00a0 The only information it receives from the outside world comes from the senses:\u00a0 Sight (light), Sound (Air pressure), Taste, Smell, and Touch.\u00a0 Each input to one of these senses does not mean anything.\u00a0 The brain has to interpret and make meaning of each input.\u00a0 It does this by comparing the input to past inputs to make a prediction about the current one.<\/p>\n

We will define \u201ctouchpoints\u201d as these inputs to any one of the five senses that a person has with your organization.\u00a0 Because there are so many inputs to a person\u2019s experience and because each organization is different, the amount of inputs (touchpoints) can be quite large.\u00a0 As such, there will be no inclusive list of them to this post.\u00a0 We will provide a list that will help you at a meeting discuss this topic and discuss which inputs\/touchpoints are the most important for your organization or department.\u00a0 As you review your most important touchpoints, reflect on how people approach or avoid your organization at touchpoints along their journey.<\/p>\n

Ideas to break down touchpoints<\/h4>\n

As mentioned, the number of touchpoints a person has with your organization is tremendously large.\u00a0 As a person goes through your organization either as a customer or an employee, they are not consciously aware of most of these touchpoints.\u00a0 As we have discussed in a previous post<\/a>, the human brain is constantly maximizing energy and that we as individuals cannot be aware of every input to our brain.\u00a0 To give you an example, you can converse with someone about an experience and they can say it was negative.\u00a0 Probing further into why a person feels that way and they may have not have an answer for the question.\u00a0 We as individuals are constantly approaching or avoiding ideas, products, services, people and other inputs.<\/p>\n

You can break down inputs\/touchpoints in a few ways.\u00a0 The first is to separate touchpoints in both physical form versus digital form.\u00a0 A second way is to break it down based in journey form.\u00a0 Descriptions of each are listed below:<\/p>\n