Introducing the Concept of a “Customer Journey”
to Neurodiverse Students
Using a Virtual Bingo Game
Brief: This activity was part of my adaptation of Google’s online Digital Marketing & E-commerce course for a nonprofit I worked at as a Learning Experience Designer. The original online course was text-heavy and we needed a more engaging/accessible way to deliver the content to neurodiverse young adults.
Tools Used: myfreebingocards.com
Learning Solution: Customized online bingo game
The Topic
A customer journey is the path customers take from learning about a product, to getting questions answered, to making a purchase
Why make a bingo game?
I wanted the students to understand this new concept by connecting it to their past purchasing experiences.
So I customized a free online bingo game with squares representing common touch points in a customer journey (e.g. trying a free product sample to joining their loyalty program). This way, students would have to reflect on their past experiences as customers in order to mark squares on their bingo cards.
The bingo winner gave examples of the touch points in their winning bingo line. And finally, the class used their deeper understanding of “touch points” to arrange the squares into a realistic customer journey.