Touchpoint Mapping

Learning Statement: In this article we use examples to illustrate how you might map your Touchpoints to your organisational structure so that your Insights dashboard is tailored to you.
Audience: This article is aimed at all OMBEA Insights users.

Introduction

OMBEA Insights features three key elements that help you arrange your Touchpoints so they match your organisational structure. These elements are:

Touchpoints: The points of feedback themselves. Each is given a meaningful name. Touchpoints are associated with…

Locations: The physical or online addresses of these Touchpoints. Locations can be organised into…

Folders: Just like folders for your computer files, OMBEA Insights folders help you organise your Touchpoints and locations

In the illustrations below, we arrange three scenarios into Touchpoints, Locations and Folders.

Scenario One: The Roasted Bean

We introduced this coffee shop earlier in the Guidebook. It is a chain with three branches. It has 4 Touchpoints.

Locations

  1. Hill Valley
  2. Emerald City
  3. Amity Island

Touchpoints

  1. Hill Valley ExpressPod
  2. Emeraldy City ExpressPod
  3. Amity Island ExpressPod
  4. Overall Link Survey

The illustration below is one suggestion for how The Roasted Bean might arrange these using Insights Folders.

OMBEA Insights Touchpoint Map Scenario One

Scenario Two: Happy Hawaii Poke Bowls

Now imagine this chain of food restaurants. This time we have two restarants as well as online ordering. Each restaurant has two ExpressPods; one at the till and one at the exit. Happy Hawaii also uses an OMBEA Web Widget to capture feedback about the menu choices on their website. This means they have:

Locations

  1. Radiator Springs
  2. Sunnydale
  3. Happy Hawaii Website

Touchpoints

  1. Radiator Springs Checkout ExpressPod
  2. Radiator Springs Exit ExpressPod
  3. Sunnydale Checkout ExpressPod
  4. Sunnydale Exit ExpressPod
  5. Happy Hawaii Online Menu Widget

The illustration below is one suggestion for how Happy Hawaii might arrange these using Insights Folders.

OMBEA Insights Touchpoint Map Scenario Two

Scenario Three: The Bubble Farm

This time we have chain of 5 stationery shops. Three of these are flagship stores, and two our outlet stores. Each has one ExpressPod at the exit. The Bubble Farm website has a two Website Widgets; one for the landing page and one on the checkout page. Finally, they also use three ExpressPods and one Link Survey at their corporate headquarters, to capture employee feedback. This means they have:

Locations

  1. Springfield (Flagship)
  2. Bedrock (Flagship)
  3. Neverland (Flagship)
  4. Venusville (Outlet)
  5. Hogsmead (Outlet)
  6. Whoville (Corporate)
  7. Bubble Farm Website

Touchpoints

  1. Springfield Exit ExpressPod
  2. Bedrock Exit ExpressPod
  3. Neverland Exit ExpressPod
  4. Venusville Exit ExpressPod
  5. Hogsmead Exit ExpressPod
  6. Whoville x 3 ExpressPods
  7. Whoville x 1 Link Survey
  8. Website Landing Page
  9. Website Checkout Page

The illustration below is one suggestion for how The Bubble Farm might arrange these using Insights Folders.

OMBEA Insights Touchpoint Map Scenario Three