1/6 What is the difference between service, product, touchpoint and feature? [Thread] This is basic but useful to remember.
2/6 A service is something that helps someone to do something ➡️ Examples: applying for council tax discount, paying for a parking permit, requesting housing repairs...
3/6 A digital product is something that enables people to do part or all of the service ➡️ Examples: a website, an app, an application form...
4/6 A touchpoint is something that enables people to interact with the service, but it doesn't have to be digital ➡️ Examples: a face-to-face query, a paper form, a leaflet...
5/6 A feature is a smaller thing that enables people to do something within the product ➡️ Examples: a search function, a notification, the ability to add comments…
6/6 Combined example:
I want to find food support in my area (service)
for that, I will use the website (product)
that I saw in the school newsletter (touchpoint)
and search by postcode (feature)
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