Create, Edit, and Delete Touchpoints
Learn the practical steps for managing touchpoints throughout their lifecycle in your journey maps.
Table of Contents
Managing touchpoints effectively requires understanding how to create, modify, and remove these essential journey map elements. This guide provides step-by-step instructions for touchpoint lifecycle management.
Creating Touchpoints
Adding New Touchpoints to your journey map starts with identifying a specific customer interaction point that belongs in your journey flow. Click the “Add Touchpoint” button in the canvas toolbar or right-click on the canvas to access the touchpoint creation menu.
Touchpoint Placement affects how customers flow through your journey map. Position touchpoints logically in sequence, considering the natural progression of customer actions and the timing of interactions within the overall experience.
Initial Configuration sets the foundation for effective touchpoint documentation. Choose a descriptive name that clearly identifies the interaction, select the appropriate touchpoint type (digital, physical, service, etc.), and add a brief description of what happens during this customer interaction.
Touchpoint Creation Process
Step 1: Define the Interaction by clearly identifying what specific action or experience the touchpoint represents. Focus on customer-facing moments rather than internal business processes that customers don’t directly experience.
Step 2: Choose Touchpoint Type from the available categories that best match the interaction context. Digital touchpoints include website visits, app interactions, and online transactions. Physical touchpoints cover in-store visits, product usage, and face-to-face interactions. Service touchpoints represent customer support, consultation, and assistance interactions.
Step 3: Set Basic Properties including touchpoint name, description, and position within the journey flow. Use consistent naming conventions that make touchpoints easily identifiable and searchable across your journey maps.
Step 4: Configure Connections to show how customers flow between touchpoints. Establish logical connections that represent actual customer progression through the experience, including alternative paths and decision points.
Editing Touchpoint Content
Touchpoint Details Panel provides comprehensive editing capabilities for all touchpoint information. Access the details panel by double-clicking any touchpoint or selecting it and choosing “Edit Details” from the context menu.
Content Sections organize touchpoint information into logical categories including customer actions, emotions, pain points, opportunities, and business metrics. Complete all relevant sections to create comprehensive touchpoint documentation.
Real-time Updates ensure changes are immediately visible to all team members working on the same journey map. Edits sync automatically across all connected devices and user sessions for seamless collaboration.
Advanced Editing Features
Bulk Editing allows efficient updates across multiple touchpoints when you need to apply consistent changes. Select multiple touchpoints and use the bulk edit tools to update categories, emotions, or metrics simultaneously.
Template Application speeds up touchpoint creation by applying predefined content structures. Choose from organization-specific templates or industry-standard touchpoint formats that match your journey mapping needs.
Content Validation ensures touchpoint information meets quality standards and completeness requirements. The system highlights missing information and provides suggestions for improving touchpoint documentation.
Deleting Touchpoints
Deletion Considerations require careful evaluation of how touchpoint removal affects journey flow and team collaboration. Consider whether the touchpoint should be archived, moved to another journey, or truly deleted based on current customer experience reality.
Safe Deletion Process includes confirmation steps to prevent accidental removal of valuable customer experience documentation. The system prompts for deletion confirmation and warns about potential impacts on journey flow and connections.
Connection Management automatically handles touchpoint connections when you delete touchpoints. The system can either remove broken connections or suggest alternative connection paths to maintain journey flow integrity.
Touchpoint Recovery and Backup
Version History tracks all touchpoint changes with automatic snapshots that enable recovery of previous content states. Access version history through the touchpoint details panel to compare changes and restore previous versions.
Deletion Recovery provides limited-time recovery options for accidentally deleted touchpoints. Recently deleted touchpoints can be restored from the journey’s recycle bin within a specified timeframe.
Export and Backup enables data protection through regular touchpoint exports. Export individual touchpoints or entire journey sections to create backups and support data migration needs.
Quality and Consistency
Touchpoint Standards ensure consistency across your journey mapping practice. Establish guidelines for touchpoint naming, detail levels, and information completeness that support effective analysis and communication.
Regular Reviews maintain touchpoint accuracy as customer experiences evolve. Schedule periodic audits of touchpoint content to identify outdated information and opportunities for improvement.
Collaboration Guidelines define how team members should approach touchpoint editing to prevent conflicts and maintain quality. Establish review processes and approval workflows for critical customer experience touchpoints.
Next Steps
With solid touchpoint management skills, you’re ready to enhance your touchpoints with detailed information that provides deeper customer experience insights.