Explorative selling: how game design can inspire a new model for customer journeys
Explorative selling: how game design can inspire a new model for customer journeys
Explorative selling: how game design can inspire a new model for customer journeys
September 21, 2022
By Chris Hogue
Summary
For all the talk of 'gamification,' how many customer experience designers truly use gaming techniques? For The Drum's e-commerce deep dive, Merkle's Chris Hogue and Mark Moskal tell us how games can level up your e-commerce.
Less well understood is how to design experiences for these non-linear, omnichannel shoppers.
Designing a shopping experience to accommodate this type of consumer behavior is more akin to game design than it is to traditional commerce design.
In game design, players start with expansive activities that allow them to explore the world they are in and begin to understand the mechanics of the game and how it works.
While retail and game experiences are not the same, incorporating some basics of game design will align the customer experience with the way consumers shop today, creating longer-lasting and more engaged customer relationships.
Like all well-designed experiences, game design begins from a user-centered perspective.
In game design, we begin by engaging new players to ensure success.
Reference
Hogue, C. (2022, September 21). Explorative selling: How game design can inspire a new model for customer journeys. Retrieved September 28, 2022, from https://www.thedrum.com/opinion/2022/09/21/explorative-selling-how-game-design-can-inspire-new-model-customer-journeys