Customer Journey Mapping and Service Blueprint for Crystal Maze Live Experience

Customer service
Management

EXECUTIVE SUMMARY
Crystal maze is a live experience which people have in groups of eight. The detail
description of the show, criteria for selection and the entire journey is covered. The report
analyses the experience of one such team and prepares customer journey map and provides
recommendations.

Table of Contents
INTRODUCTION...........................................................................................................................4
MAIN BODY..................................................................................................................................5
Customer Journey Mapping and The Service Blueprint..............................................................5
Service Blueprint Diagram........................................................................................................10
CONCLUSION AND RECOMMENDATION............................................................................10
REFERENCES................................................................................................................................1

INTRODUCTION
Crystal Maze is a game show in which contestants participate in a team of six and plays
mental, physical, mystery and skill based games. The trip advisor review gives the experience of
a team that participated in the show. The review has three key points that describes the
experience of the team members of that team. Team felt like the challenges of the game show are
way too rushed, over -priced and also the time that team players get is not sufficient. The best
number of players in a team preferred by maximum number of participating team is eight. There
are a total of sixteen challenges in the game per show to be played by a single player at a time.
For a team of eight each player gets the chance to face two challenges. The duration for each
challenge is two minutes.
The review case study team also had eight players in their team. Major areas for the
occurrence of dissatisfaction among the players of the team are that the time given in between of
two challenges is not fair enough as the outcomes of previous challenge cannot be discussed
upon to form a winning strategy in that time. Further the team experienced that the amount paid
by it to participate for the show is high.
According to the experiences of the customers the game show is most suitable for
teenagers and above aged people. Game show is participated by member of same family most.
Youngest member of the family is chosen as the captain of the team. The recent customer trends
in entertainment industry show inclining graph of customers preferring online or cloud based
games. Customers expects from the makers of Crystal Maze game show that they provide
platform to its viewers where they can participate and play games of the TV show from their
homes through online mode (Customer Journey Map: What is Customer Journey Mapping &
Why is it Important? 2022). Further there is trend in the industry for online streaming shows.
Company meets this trend by streaming its game show on online websites and apps.
Both the trends are contradictory with each other. For streaming the game show over
online platforms it is necessary for the makers to attract more number of people to participate in
physical gaming activities of the show. Offline participation of the audiences is more beneficial
for the company as it can earn by streaming the show online. To fascinate the viewers in taking
participation in the game there is need to make the physical and skill based theme games more
interesting and challenging.