Touchpoint Analysis Applications

As a Business Analyst who’s worked across multiple domains, I kept asking: "How can we analyze and improve processes while ensuring alignment with customer experience, automation opportunities, and real-world execution constraints?" So 𝐈 𝐜𝐫𝐞𝐚𝐭𝐞𝐝 𝐚 𝐧𝐞𝐰 𝐩𝐫𝐨𝐜𝐞𝐬𝐬 𝐚𝐧𝐚𝐥𝐲𝐬𝐢𝐬 & 𝐢𝐦𝐩𝐫𝐨𝐯𝐞𝐦𝐞𝐧𝐭 𝐟𝐫𝐚𝐦𝐞𝐰𝐨𝐫𝐤 called 𝐓𝐑𝐀𝐂𝐄—designed for Business Analysts, by a Business Analyst. 𝐇𝐞𝐫𝐞’𝐬 𝐡𝐨𝐰 𝐢𝐭 𝐰𝐨𝐫𝐤𝐬: 𝐓𝐡𝐞 𝐓𝐑𝐀𝐂𝐄 𝐅𝐫𝐚𝐦𝐞𝐰𝐨𝐫𝐤 A structured 5-step approach to analyze, redesign, and implement better business processes. ✅ T - Touchpoint Mapping Map every customer, system, and employee interaction throughout the process. ⏩ Why? Because pain points often lie hidden between handoffs and touchpoints. 🔸 Example: While improving a claims process in insurance, we mapped the customer journey and discovered that 4 out of 7 delays occurred during internal handoffs—not external approvals. ✅ R - Root Cause Discovery Go beyond symptoms. Use tools like 5 Whys, Fishbone diagrams, or even process mining to get to the bottom of inefficiencies. 🔸 Example: A healthcare provider noticed repeated data entry errors. Root cause? The patient registration interface required double entry into two systems due to poor integration. ✅ A - Automation & Adaptability Assessment Assess which parts of the process can be automated (RPA, AI, workflow engines), and how adaptable the process is to scalability, policy changes, or compliance. 🔸 Example: In a telecom project, we flagged a manual SIM activation step as a bottleneck. After RPA automation, processing time dropped by 85%. ✅ C - Change Impact Analysis Evaluate how proposed changes will impact stakeholders, systems, SLAs, and compliance. Build readiness through a Change Impact Matrix. 🔸 Example: In a bank’s loan onboarding process, changing document verification impacted 4 systems and 3 departments. Early impact analysis helped us prep all affected users and avoid go-live delays. ✅ E - Execution Blueprint Create a visual and documented blueprint of the improved process: • Swimlane diagrams • RACI matrix • System handoffs • Success metrics 🔸 Example: For a logistics firm, we redesigned the inventory return workflow. The execution blueprint became the training, UAT, and SOP foundation, saving 2 weeks of rollout effort. 𝐖𝐡𝐲 𝐓𝐑𝐀𝐂𝐄 𝐖𝐨𝐫𝐤𝐬: ✔️ Human-centric (starts at touchpoints) ✔️ Analytical (root cause and impact driven) ✔️ Future-ready (focus on automation and adaptability) ✔️ Grounded in BA tools (flows, matrices, UAT, change analysis) ✔️ Outcome-focused (delivers real, implementable blueprints) 𝐎𝐯𝐞𝐫 𝐭𝐨 𝐘𝐨𝐮: Would you try TRACE in your next process improvement initiative? 𝐋𝐞𝐚𝐫𝐧 𝐁𝐏𝐌𝐍 𝐩𝐫𝐚𝐜𝐭𝐢𝐜𝐚𝐥𝐥𝐲 𝐟𝐫𝐨𝐦 𝐦𝐞: https://lnkd.in/eYHriqm3 BA Helpline

Great journey maps start from the intersection of user touchpoints. A customer journey map shows a customer's experiences with your organization, from when they identify a need to whether that need is met. Journey maps are often shown as straight lines with touchpoints explaining a user's challenges. start •—------------>• finish At the heart of this approach is the user, assuming that your product or service is the one they choose to use in their journey. While journey maps help explain the conceptual journey, they often give the wrong impression of how users are trying to solve their problems. In reality, users start from different places, have unique ways of understanding their problems, and often have expectations that your service can't fully meet. Our testing and user research over the years has shown how varied these problem-solving approaches can be. Building a great journey map involves identifying a constellation of touchpoints rather than a single, linear path. Users start from different points and follow various paths, making their journeys complex and varied. These paths intersect to form signals, indicating valuable touchpoints. Users interact with your product or service in many different ways. User journeys are not straightforward and involve multiple touchpoints and interactions…many of which have nothing to do with your company. Here’s how you can create valuable journeys: → Using open-ended questions and a product like Helio, identify key touchpoints, pain points, and decision-making moments within each journey. → Determine the most valuable touchpoints based on the intersection frequency and user feedback. → Create structured lists with closed answer sets and retest with multiple-choice questions to get stronger signals. → Represent these intersections as key touchpoints that indicate where users commonly interact with your product or service. → Focus on these touchpoints for further testing and optimization. Generalizing the linear flow can be practical once you have gone through this process. It helps tell the story of where users need the most support or attention, making it a helpful tool for stakeholders. Using these techniques, we’ve seen engagement nearly double on websites we support. #productdesign #productdiscovery #userresearch #uxresearch

Multi‑Touch Attribution: Clarity Meets Consistency Last quarter, a SaaS client realized 40% of conversion value came from mid-funnel touchpoints they’d been overlooking: simply because their attribution was stuck on last-click. How to Map with Precision : 1. Define Personas & Touchpoints  a) Awareness to Decision: list every ad click, email, webinar, demo. 2. Choose the Right Model  a) Linear = equal credit  b) Time-decay = recent touchpoints get more weight  c) U‑shaped/W‑shaped = spotlight key interactions mid-journey  3. Consolidate Data  a) Pull from CRM, ad platforms & analytics → unified dashboard  4. Test & Evolve  a) Compare models, adjust decay curves, update maps quarterly     Real Impact : Switching to a time-decay model, that same SaaS client reallocated budget toward mid-funnel nurturing: and saw 18% conversion uplift in just one quarter.    Why It Works : - Full-view of every touchpoint’s value  - Smarter budget allocation—not just last-click bias  - Data-backed clarity that drives confident strategy shifts     Your Turn:  Move beyond single-click credit. Choose clarity. Map with consistency.  → Curious how DiGGrowth can help you unwrap the full journey? Let’s connect! #MultiTouchAttribution #CustomerJourney #GrowthAnalytics #MarketingOps #DataDriven #AttributionModeling #MarTech #GrowthStrategy  

A hospitality consultant showed me how their client's 78-room resort increased guest lifetime value by 89% without changing a single amenity. When they revealed their methodology, I discovered most hotels are treating guest touchpoints like operational tasks instead of revenue opportunities... 𝐓𝐡𝐞𝐲 𝐦𝐚𝐩𝐩𝐞𝐝 𝐭𝐡𝐞 𝐢𝐧𝐯𝐢𝐬𝐢𝐛𝐥𝐞 𝐠𝐮𝐞𝐬𝐭 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. While most properties focus on obvious moments like check-in and dining, revenue-optimized hotels have identified 23 critical touchpoints that most competitors completely ignore. Four guest journey transformation strategies that generate exponential returns: • 𝐓𝐡𝐞 𝐩𝐫𝐞-𝐚𝐫𝐫𝐢𝐯𝐚𝐥 𝐩𝐬𝐲𝐜𝐡𝐨𝐥𝐨𝐠𝐲 𝐬𝐞𝐪𝐮𝐞𝐧𝐜𝐞 – Strategic communication touchpoints increase ancillary spending by 34% before guests even arrive • 𝐓𝐡𝐞 𝐦𝐢𝐜𝐫𝐨-𝐦𝐨𝐦𝐞𝐧𝐭 𝐦𝐨𝐧𝐞𝐭𝐢𝐳𝐚𝐭𝐢𝐨𝐧 𝐬𝐲𝐬𝐭𝐞𝐦 – Converting routine interactions into subtle opportunities generates ₹2,800 additional revenue per guest without feeling pushy • 𝐓𝐡𝐞 𝐝𝐞𝐩𝐚𝐫𝐭𝐦𝐞𝐧𝐭 𝐢𝐧𝐭𝐞𝐠𝐫𝐚𝐭𝐢𝐨𝐧 𝐦𝐮𝐥𝐭𝐢𝐩𝐥𝐢𝐞𝐫 – Coordinating touchpoints across all departments increases satisfaction by 52% and repeat bookings by 41% • 𝐓𝐡𝐞 𝐝𝐢𝐠𝐢𝐭𝐚𝐥-𝐩𝐡𝐲𝐬𝐢𝐜𝐚𝐥 𝐛𝐫𝐢𝐝𝐠𝐞 𝐬𝐭𝐫𝐚𝐭𝐞𝐠𝐲 – Synchronizing online and offline experiences creates 67% stronger brand recall and 3.2x higher social engagement A Jaipur property implemented this touchpoint mapping. Within seven months, revenue per guest increased 61% while guest acquisition costs dropped 44%. The breakthrough insight? Every interaction—digital or physical—either builds or erodes guest willingness to spend and return. 𝐈𝐬 𝐲𝐨𝐮𝐫 𝐩𝐫𝐨𝐩𝐞𝐫𝐭𝐲 𝐦𝐚𝐧𝐚𝐠𝐢𝐧𝐠 𝐭𝐨𝐮𝐜𝐡𝐩𝐨𝐢𝐧𝐭𝐬 𝐢𝐧 𝐬𝐢𝐥𝐨𝐬, 𝐨𝐫 𝐡𝐚𝐯𝐞 𝐲𝐨𝐮 𝐨𝐫𝐜𝐡𝐞𝐬𝐭𝐫𝐚𝐭𝐞𝐝 𝐭𝐡𝐞𝐦 𝐢𝐧𝐭𝐨 𝐚 𝐫𝐞𝐯𝐞𝐧𝐮𝐞-𝐠𝐞𝐧𝐞𝐫𝐚𝐭𝐢𝐧𝐠 𝐞𝐜𝐨𝐬𝐲𝐬𝐭𝐞𝐦? #GuestJourney #TouchpointOptimization #RevenueManagement #HospitalityStrategy