CX Game · Journeys

Customer Journey Fishbowl

Customer Journey Fishbowl is an observational role-play game where participants watch a live, interactive scenario of a customer journey unfold in a 'fishbowl' setting, discussing and analyzing each stage as it progresses.

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Participants

4-12

Facilitators

Seniority

Any

Level

Medium

Learning Objective

Participants observe a live customer-journey scenario unfold in a 'fishbowl' while analysing each stage in real time, sharpening their eye for friction and emotion.

How to Play

Setup

Seat a small group in the centre to act out a complete customer journey scenario.
Arrange observers in an outer ring with analysis sheets.
Brief actors privately so the journey contains realistic snags.

Rules of play

The inner group plays out the journey without interruption.
Observers silently log friction points, emotional shifts and missed opportunities.
At set pauses, observers and actors swap roles and discuss what they saw.
No critiquing people — only the experience design.

Debrief

Where did the customer's emotion diverge most from what the company intended?
Which friction points were invisible to the actors but obvious to observers?
How could you stage a fishbowl on your own journey to surface the same blind spots?

CX Principle Reinforced

Watching a journey from the outside reveals what participants inside it cannot feel — the accumulation of small frictions and the gap between intended and experienced emotion.

The fishbowl format separates observation from action, giving teams the distance needed to diagnose an experience honestly rather than defending their part of it.

Format

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

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