Channels serve as mediums of delivery, encompassing various platforms like kiosks and mobile devices, without a strict taxonomy. The definition of a channel can evolve based on context and application. Touchpoints, however, should be viewed independently of channels; they represent specific moments when user needs are met, regardless of the delivery medium. For instance, an airport kiosk can facilitate multiple touchpoints, each addressing a distinct need at a precise time.
Chris Risdon is a Senior Staff Designer at eBay. Chris describes himself as an interaction designer that tends to look through a service design lens. Alongside his co-author Patrick Quattlebaum, Chris wrote Orchestrating Experiences, which is an excellent guide to the practice of service design. In this conversation, we unpack service design: what it is, how it benefits organizations, and how it might be changing in light of new technologies like AI.
See full show notes at:
https://theinformed.life/2024/08/25/episode-147-chris-risdon/