Identifying key touchpoints in the user lifecycle

Touchpoints are critical moments of interaction between users and your product or service throughout their lifecycle. Identifying these key touchpoints is essential for understanding the complete user experience and pinpointing potential churn risks. These interactions can occur across various channels, including your website, mobile app, email, customer support, and social media.

Consider these important touchpoints in the user lifecycle:

• Initial discovery: How users first learn about your product.
• Sign-up process: The steps involved in creating an account.
• First-time use: The initial experience with your product's core features.
• Engagement milestones: Key achievements or usage thresholds.
• Customer support interactions: Any time users seek help or information.
• Renewal or upgrade decisions: Moments when users choose to continue or expand their relationship with your product. ^[1]