Activity 34 – Draw the Journey
Objective: To fuel creativity by building a personalised journey for guests and their preference
Activity Brief: Howtowin: Most complete and ideal customer journey wins! Say: In everything we do, we must put the guest experience first with curiosity and thoughtfulness. How do we do this? By knowing their needs and designing an ideal customer journey. For today’s game, we’ll be doing an activity on “Draw the Best Customer Journey” Game but to make it fun we’ll make it reverse. To facilitate: 1. Group all colleagues into teams or individual. The players will pick the “type of guest” . 2. Objective is to draw the customer journey using icons only. (Show the example) 3. All should be drawn in the paper or use of digital devices. Key Learning: • To deliver the best to our guests, we must plan ahead beyond the expectations of each of our guest to truly deliver our promise of distinct, Shangri-La Experience. • We involve everyone as one team so we can act, coordinate and respond immediately in designing an executing the best guest customer journey.
Play style: Draw the journey
Duration: 5-10 minutes
Setup: • Indoor • Individual or Team
Materials: 1. If virtual- Mobile phone / computer / tablet 2. If face to face- Paper or pen 3. List of guest type.
Guests: • Businessman • Married Couple • Social Media Influencer • Family with two kids
• Solo Traveller • Vegan Guest • 8-year-old girl
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