The Feedback Loop

Step 1: Setup

• Materials Needed: Customer feedback cards, product or service profiles, modification tools (such as mock software for changes), timers.
• Room Preparation: Set up stations for teams with all necessary materials to modify their assigned product or service.

Step 2: Briefing Participants

• Explain the game's purpose: to iterate on a product/service based on real-time simulated customer feedback.
• Clarify the rules: feedback must be implemented within a set timeframe, and solutions should be creative yet feasible.

Step 3: Starting the Game

• Assign teams a product or service. Distribute initial feedback cards that outline customer satisfaction and areas for improvement.

Step 4: First Feedback Round

• Teams work to address the feedback by modifying their product or service prototype. This could involve changing features, adding new services, or altering marketing strategies.

Step 5: Evaluation

• Facilitator reviews the changes and provides additional feedback based on customer expectations and industry standards.

Step 6: Second Feedback Round

• Introduce new, more complex feedback that requires deeper changes or innovations from the teams.

Step 7: Implement Innovations

• Teams implement the required changes, striving to balance innovation with practicality and customer desires.

Step 8: Final Presentation

• Teams present their final version, explaining how they incorporated the feedback and the rationale behind their decisions.

Step 9: Peer Review

• Other teams and the facilitator evaluate the final adaptations, discussing the potential real-world impact and customer reception.

Step 10: Debriefing

• Discuss what strategies were most effective, what challenges arose, and how teams overcame them. Focus on lessons learned about the feedback loop and continuous improvement.

Step 11: Reflection and Learning

• Participants reflect on how the game's insights apply to their actual roles and how they can enhance their responsiveness to customer feedback in their daily work.

Step 12: Feedback Collection

• Gather feedback on the game's design and execution to refine future sessions.

Step 13: Follow-Up

• Schedule a follow-up session to review how participants have applied the game's lessons in their work environment and discuss further improvements.

Step 14: Celebrating Success

• Acknowledge and reward teams or individuals who demonstrated particularly innovative solutions or showed significant improvement in their approach to customer feedback.

Feedback Loop is not just a game but a practical tool that mimics the fast-paced, feedback-driven world of customer experience, teaching participants the critical importance of being agile and responsive in today’s consumer-driven market.