Emotional touchpoints are used to identify key points in people’s experiences of services. It is then used to prompt feedback or stories from service users. It can also act as a framework for collecting stories.
They are particularly useful for:
- Understanding what’s important to people about the way they are treated or how services are working for them.
- It’s a way of going beyond ‘its fine’ comments and getting more detailed feedback about what works (or doesn’t).
