Sustainable success requires the right touch; sustainable digital success requires the right touchpoints. Already the fastest-growing mobile game in US history, Pokémon Go’s astonishing popularity highlights how profoundly touchpoints - any interaction between your customer and your offer - define and design user experience. Much of Go’s global appeal comes from an augmented reality sensibility that literally and figuratively transforms real-world environments into digital playgrounds. Touchpoints brilliantly coalesce into “touch surfaces” and “touch constellations.”
"Pokémon Go, Amazon Dash, and the Future of User Interaction" is from hbr.org, published on July 14, 2016.