Interaktionspunkt

Interaktionspunkt is a term used in German to denote a point of contact where a user interacts with a system or mediating technology. It refers to the moment or location at which information is exchanged, input is provided, or feedback is received. In practice, it is often used interchangeably with touchpoint in the context of user experience design, service design, and digital media.

Contexts for Interaktionspunkte include digital interfaces (buttons, forms, menus, chatbots), physical interactive installations (kiosks, exhibit displays), and conversational or voice interfaces (voice assistants). In marketing and service design, an Interaktionspunkt describes a step in the customer journey where a user engages with a product or service, influencing perception and outcome.

Design and evaluation focus on clarity, feedback, accessibility, and performance at each Interaktionspunkt. Designers consider visibility, affordance, error handling, response time, and inclusive design. Common metrics include task success rate, time on task, error rate, and user satisfaction, used to identify bottlenecks and improve the overall flow of interaction.

Relationship to related concepts: the term is closely tied to interaction design, user experience, and journey mapping. It highlights the discrete moments of contact within a broader system or service, distinguishing the point of contact from the ongoing process of interaction.

See also: Touchpoint; Human–computer interaction; User experience design; Interaction design.