Budget Range: $10,000 - $18,000 (Balanced so every choice matters—not too easy, not impossible)
YOUR BUDGET
$0
Remaining: $0
1. Team Size
How many people will manage the experience?
How it works: Team size determines recovery capability. Only Large teams have bandwidth for recovery interventions. When a critical failure occurs (roll of 1) or two mediocre moments happen in a row (two 2s), large teams can convert them to better outcomes. Small/medium teams lack this capacity.
→ Small Team ($2,000)
Limited coverage, slower response, but cost-effective. No recovery ability.
→ Medium Team ($5,000)
Balanced coverage and response capability. No recovery ability.
→ Large Team ($8,000)
Full coverage, fast recovery. Can recover from 1 critical failure.
2. Experience Quality
What's the baseline quality of your touchpoints?
Multiplier effect: Each touchpoint rolls 1-6. Quality investment modifies these rolls:
• Premium: Boosts mediocre (roll 2→3, roll 3→4)
• Standard: No modification
• Basic: Lowers good (roll 5→4, roll 6→5)
Investment compounds across all 16 touchpoints!
→ Basic ($1,000)
Functional but unmemorable. Good rolls become average.
→ Standard ($3,000)
Reliable with occasional bright spots. No modifiers.
→ Premium ($6,000)
Consistently high-quality touchpoints. Mediocre rolls become good.
3. System Ownership
How much of the experience is controlled internally?
Multiplier effect: Ownership affects roll volatility:
• In-house: Prevents catastrophic 1s (converts to 2s)
• Shared: Normal variance
• External: Amplifies extremes (1-2s become 1s, 5-6s become 6s)
External is cheapest but unpredictable—like relying on Uber instead of your own drivers.
→ Mostly in-house ($4,000)
We control most touchpoints directly. Higher cost but prevents catastrophic failures.
→ Shared with partners ($3,000)
Some systems managed externally. 25% discount but moderate risk.
→ Largely external ($2,000)
Most touchpoints through third parties. Cheapest but highest volatility.
4. Signature Moments (Optional)
Choose up to 2 touchpoints to invest in as memorable moments.
⚠️ CRITICAL: Signature Moments ONLY work on functioning systems!
Cost: $1,500 per moment
How the multiplier works:
• If touchpoint rolls 1-2 (broken system) → Signature moment WASTED, +0 bonus
• If touchpoint rolls 3+ (working system) → +6 bonus points!
Real-world example: Disney's Magical Express turned airport transit into magic—but ONLY because the base transportation actually worked. If the bus broke down or drivers were rude, no amount of Mickey Mouse videos would save it.
Strategic tip: Invest in signature moments AFTER you've built solid systems (high ownership + premium quality). Magic amplifies excellence—it doesn't fix mediocrity.
Numbers 1-16 represent the touchpoints in your customer journey below
JOURNEY IN PROGRESS
KYLEE
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HOW DO YOU WANT TO ROLL?
Auto-roll will play through all 16 touchpoints automatically. Manual lets you roll each one yourself.
DIAGNOSTIC REPORT
KYLEE
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TOTAL EXPERIENCE SCORE
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What Happened
Key Patterns
Sources & Citations
Research Sources Used in This Simulation:
• Salesforce (2023) - "80% of customers say experience is as important as product"
• Harvard Business Review (2015) - "52% more valuable when emotionally connected"
• Gartner - "86% of B2B customers expect companies to be well-informed about their personal information during service interactions"
• Forrester - "Customers are 2.4 times more likely to stick with a brand when their problems are solved quickly"
• CustomerGauge (2024) - "+3.2% in upsell revenue for every 10-point NPS lift"
Methodology & Framework:
The Emotional Stamps model was developed by Kylee Kiesow and is inspired by Disney Institute's service excellence methodology. This interactive game and exercise was created as part of a workshop taught at San Jose State University. The simulation demonstrates how systems, people, and moments compound across a customer journey.