How does your organisation reach the people it serves?

Select all channels that apply. Each selection shapes what we map together.

Building(s)

Physical spaces you own or operate

Building type

Government service centre

Museum

Hospital

Bank branch

Shopping mall

General building

Number of locations

location(s)

Website

Web portal or service site

App

Mobile or desktop application

Assisted channels

Human or automated mediation between your service and the people it serves

Select all that apply

Live phone / contact centre

IVR / automated phone

Live chat agent

AI chat agent

Distributed kiosk

Other

Select at least one channel to continue.

Place your physical touchpoints

Drag from the tray onto the floor plan. Place each touchpoint where it belongs in your space. You can place the same touchpoint more than once.

Add touchpoints 0 placed

Floor plan

Drag touchpoints above onto the floor plan

You have indicated more than one location. Are the touchpoints consistent across all your locations?

Yes, broadly consistent

Partially: some variation

No, significant differences

Note: mapping all locations individually is a current limitation. This inventory reflects one representative floor plan. Inconsistency across locations is itself a finding worth noting.

Is your organisation's app: or any digital guide: used inside this physical space?

For example: a museum guide app used in the galleries, a hospital app used on the ward, or a government app used at a kiosk or waiting area.

Yes, actively used in-space

Sometimes or in some locations

Not currently, but it could be

No, used separately from the physical service

N/A: we do not operate an app

0 touchpoints placed

What exists on your website?

Select every touchpoint that currently exists within your website or web portal. Leave unselected anything that does not yet exist.

0 selected

What exists in your app?

Select every touchpoint that currently exists within your mobile or desktop application.

0 selected

Your interface inventory

What do you measure at each physical touchpoint?

For each touchpoint in your inventory, select all instruments currently in use. Click a row to expand it. "Not currently measured" is a valid answer.

Your space as a system

Individual touchpoint data tells you what happened at a counter or a screen. These two questions ask whether you also measure how the space itself performs.

Beyond individual touchpoints, do you have any data on how people move through your space as a whole?

For example: movement patterns, zone usage, how the layout shapes what happens before anyone reaches a service point.

Yes: we track this systematically

Partially: some data but not systematic

No: we do not measure at this level

We are not sure what this means for our context

Do any of your measurement instruments inform how you design or manage the space itself?

Not just individual touchpoints: does measurement data shape how you configure zones, circulation, or the layout?

Yes: spatial data actively shapes our space decisions

Sometimes: insights occasionally feed into space decisions

No: we measure touchpoints but manage space separately

Not applicable

What do you measure on your digital channels?

Each touchpoint is collapsed by default. Click to expand and select instruments. You can also mark all at once using the link below.

What do you measure on your assisted channels?

Select all instruments currently in use for each assisted channel type.

Connections between channels

These questions ask whether your measurement systems can see across the boundary between physical and digital: not just within each channel separately.

When someone moves from your physical space to a digital channel: leaving the building and continuing online: do you have data on whether that transition is smooth?

Yes: we track cross-channel journeys

Partially: anecdotal evidence or some data

No: physical and digital measurement are separate

Not applicable to our service

When someone arrives at your physical space having already engaged digitally, do you know what they expected and whether the physical experience matched it?

Yes: we connect digital pre-visit data to in-space experience data

Partially: for some user groups or journeys

No: we do not connect digital and physical data

Not applicable

Are the teams or systems that measure your physical touchpoints the same ones that measure your digital channels?

Fully integrated: one team or system covers all channels

Partially integrated: some shared data, separate teams

Fully siloed: separate teams and systems, no shared data

We do not know

Your measurement map