Experience Design for Multiple Customer Touchpoints

Virpi Roto, Heli Väätäjä, Effie Law, Rachel Powers

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

7 Citations (Scopus)


A burgeoning topic in the field of UX is designing users’ experiences in different channels and touchpoints between an organization and the user. The work so far has largely focused on responsive transmedia design. However, when UX design meets service design, a deeper and broader perspective of the topic emerges: how users’ experiences evolve along the customer journey through different touchpoints. Multi-touchpoint experience design aims to build a harmonious experience journey through the touchpoints. This one-day workshop has four objectives: (i) to clarify the terminology in this emerging research area, (ii) to understand the opportunities and challenges of multi-touchpoint experience design through case studies in different application contexts, (iii) to identify intriguing research themes, and (iv) to build a community in this area.
Original languageEnglish
Title of host publicationProceedings of the 9th Nordic Conference on Human-Computer Interaction (NordiCHI'16)
Place of PublicationNew York
ISBN (Print)978-1-4503-4763-1
Publication statusPublished - Oct 2016
MoE publication typeA4 Article in a conference publication
EventNordic Conference on Human-Computer Interaction - Gothenburg, Sweden
Duration: 23 Sep 201627 Sep 2016
Conference number: 9


ConferenceNordic Conference on Human-Computer Interaction
Abbreviated titleNordiCHI
Internet address


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