Presented at ConveyUX 2014 Our team had a problem that a single prototype/demo could not address: Illustrating customer pain points across multiple touch points (mobile and web) and showing the experience of our ultimate vision for delighting our customers. Instead of a conference room demo, our team tore down our war room and built a realistic store environment. We brought stakeholders and customers through the experience one at a time to test our vision, combining role-playing and storytelling to act out scenarios. By creating this immersive experience we successfully established an emotional connection between our users and team, gained leadership support and influenced teams across Intuit. You will learn: How to create an immersive customer experience How to frame the strategy to get stakeholder buy-in How to influence the team to participate in customer empathy activities