Great experiences can happen by accident,
but what if we create them?
Every interaction a person has with your organisation shapes how they feel, what they understand, and whether they choose to engage again.
Touchpoint Co-design helps organisations uncover the underlying cause of frustration points, identify opportunities, and design experiences that are clearer, more meaningful, and easier to navigate.
Designing better experiences through research, strategy, and co-design.
Touchpoint Co-design helps organisations understand their customers, identify opportunities, and create services, spaces, and communications that are easier to use and more meaningful.
Every project is tailored through research, stakeholder engagement, co-design, and real-world testing.
Service Experience Review
Understand what is working, what is not, and where opportunities exist.
A service experience review examines your existing customer journey, processes, touchpoints, and interactions to identify improvements that create better experiences for both customers and staff.
Includes:
Customer and stakeholder research
Service audits
Experience analysis
Opportunity identification
Recommendations for improvement
Best for:
Organisations wanting to improve an existing service or understand customer challenges.
Organisations wanting to improve an existing service or understand customer challenges.
Customer Journey Mapping
Visualise your customers' experiences and uncover opportunities for improvement.
Journey mapping helps organisations understand the steps, emotions, needs, and challenges people experience when interacting with a service.
Includes:
Customer journey maps
Stakeholder journey maps
Pain point identification
Experience insights
Future experience opportunities
Best for:
Teams needing clarity around complex customer experiences.
Teams needing clarity around complex customer experiences.
Space & Touchpoint Design
Create environments and interactions that guide, inform, and engage people.
Physical spaces are made up of many touchpoints — from signage and wayfinding to displays, resources, and interactions. We design experiences that help people navigate spaces with confidence.
Includes:
Visitor experience design
Wayfinding and signage concepts
Environmental storytelling
Information design
Physical and digital touchpoint concepts
Best for:
Museums, community spaces, education environments, visitor experiences, and public-facing organisations.
Museums, community spaces, education environments, visitor experiences, and public-facing organisations.
Narrative & Communication Design
Transform information into clear, engaging experiences.
Good communication is more than presenting information — it is about helping people understand, connect, and take action.
Includes:
Content structure and storytelling
Information design
Visual communication concepts
Brand experience touchpoints
Educational and interpretive materials
Best for:
Organisations wanting to communicate complex ideas in meaningful ways.
Organisations wanting to communicate complex ideas in meaningful ways.
Co-design Workshops
Bring the people who use, deliver, and experience a service into the design process.
Co-design workshops create shared understanding and uncover insights by involving customers, communities, and teams in developing solutions.
Includes:
Workshop planning and facilitation
Stakeholder activities
Idea generation
Prioritisation exercises
Collaborative solution development
Best for:
Teams wanting to create solutions with their community rather than for them.
Teams wanting to create solutions with their community rather than for them.
The Design Process
Discover
Understand people, context, challenges, and opportunities through research.
↓
Define
Identify insights, priorities, and opportunities for improvement.
↓
Design
Develop ideas, concepts, and experiences through collaboration.
↓
Test & Refine
Gather feedback and improve solutions before implementation.
Ready to improve your customer experience?
Whether you are refining an existing service, designing a new experience, or trying to better understand the people you serve, Touchpoint Co-design can help.
Let's explore what's possible.