1. How will people learn about your product?
2. How will you onboard them to become members or clients? (Asking how we make people become users feels a little creepy)
3. What devices will they use to interact with your product? (mobile, laptop, tablet)
- What will be the experience for each type of device?
4. How will you treat clients when they need support?
5. How will you maintain a relationship with clients overtime?
People start using your product at touchpoint 3. If the experience of touchpoints 1 and 2 are poor they may never make it to 3.
If touchpoint 3 delivers bad experience, you have no chance at point 5.
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