leedpunt

Leedpunt is a Dutch term used to describe a point of suffering, dissatisfaction, or pain experienced by users, customers, or stakeholders within a product, service, process, or policy. Literally formed by leed (suffering) and punt (point), the term is common in Dutch-language business literature, UX, service design, and policy analysis to denote problems that generate negative experiences and outcomes.

In practice, leedpunten are identified through qualitative and quantitative methods such as user interviews, surveys, journey mapping, usability testing, and data analytics. They are typically prioritized by impact, frequency, and feasibility of remediation, guiding teams on where to invest effort. Remedies range from redesigning interfaces and clarifying information to reducing waiting times, eliminating hidden costs, and simplifying steps in a process.

The concept is closely related to the English term pain point, but is used specifically in Dutch to emphasize the affective dimension of dissatisfaction. It is not just a problem in the abstract; a leedpunt is a concrete point in the user or stakeholder journey that detracts from value. In practice, leedpunten are analyzed within customer journeys and service blueprints, informing design decisions and policy improvements.

It is commonly discussed alongside related concepts such as pain points, customer journey mapping, and UX design.