touch points or experience clues

Touch points = key moments or events that stand out for those involved is crucial to their experience . Intensely personal points on the journey one is touched emotionally or cognitively  in some indelible way. (Bate & Robert, 2007) Some (Berry , Wall and Carbone (2006) also call these  experience clues                                                                                                                                                                     Add this article to the reading list;  Making emotional connections through Participatory Design by Gage and Kolari (2002)