Customer Journey Fishbowl

Step 1: Setup

• Materials Needed: Scenario scripts, role cards (customer, service representative, etc.), props to simulate different stages of the customer journey, observation sheets for the audience.
• Room Preparation: Arrange a central performance area (the 'fishbowl') where the role-play takes place, with seating around it for observers.

Step 2: Briefing Participants

• Explain the game's objective: to observe and analyze a live role-play of a customer journey to identify key touchpoints and potential improvements.
• Review the rules: Observers are not to interact with role-players during the performance but take notes and prepare for the discussion.

Step 3: Starting the Game

• Assign roles to some participants who will act out the customer journey, while others will observe.

Step 4: Role-play the Customer Journey

• The actors begin the scenario, progressing through predetermined stages such as inquiry, purchase, and post-purchase support, acting out interactions based on the script.

Step 5: Observation

• Observers watch the interactions, taking notes on customer reactions, service responses, and the effectiveness of each touchpoint.

Step 6: Pause and Discuss

• At key stages, pause the role-play to allow observers to discuss what they've seen, share insights, and suggest potential improvements.

Step 7: Resume and Reflect

• Continue the role-play, incorporating feedback from observers if applicable, allowing a dynamic and iterative review of the customer journey.

Step 8: Final Review

• Once the role-play completes all stages, hold a comprehensive discussion involving both actors and observers about the entire journey and collected insights.

Step 9: Debriefing

• Facilitate a debriefing session where participants discuss what they learned, what surprised them, and how they might apply these insights to enhance real-world customer interactions.

Step 10: Learning Reflection

• Encourage participants to reflect on how the exercise impacted their understanding of the customer journey and their role in improving it.

Step 11: Feedback Collection

• Collect feedback on the role-play format and the effectiveness of the learning experience to refine future sessions.

Step 12: Follow-Up

• Schedule a follow-up session to implement discussed improvements and evaluate their impact on customer satisfaction.

Step 13: Celebrating Success

• Acknowledge participants who provided valuable insights or demonstrated exceptional understanding and improvement in their roles.

Step 14: Continued Practice

• Recommend regular role-play exercises within teams to keep improving their understanding and execution of optimal customer journeys.

The Customer Journey Fishbowl game offers a vivid, interactive learning experience that deepens participants' empathy and strategic thinking about the customer experience, promoting proactive enhancements in service delivery.