CX Game · Journeys

Customer Journey Mapping Game

This interactive game involves mapping out the entire customer journey, identifying key touchpoints, pain points, and opportunities for enhancement.

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Participants

4-12

Facilitators

Seniority

Any

Level

Medium

Learning Objective

Teams collaboratively map a complete customer journey, pinpointing touchpoints, pain points and improvement opportunities they can act on.

How to Play

Setup

Give each team a long blank canvas and a persona to map the journey for.
Provide sticky notes colour-coded for actions, thoughts, emotions and pain points.
Supply real customer quotes and data snippets as raw material.

Rules of play

Teams build the journey stage by stage, attaching emotion and evidence to each touchpoint.
Every pain point must be backed by evidence, not assumption.
Teams mark the top three opportunities for improvement.
Maps are compared to reveal where teams disagree about the same journey.

Debrief

Where did the emotional low points cluster, and what causes them?
Which pain points were assumptions dressed up as facts?
Which single opportunity would most improve the journey if fixed first?

CX Principle Reinforced

A journey map turns scattered, departmental views of the customer into one shared picture, exposing the moments where ownership falls between the cracks.

Anchoring every stage in real emotion and evidence keeps the map honest and prevents it from becoming an idealised version of the journey the company wishes it delivered.

Format

Participants: 4-12
Facilitators: 1
Seniority: Any
Level: Medium

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