Professor Game Podcast | Episode 425

Title: The Magic Doesn't Start Where You Think It Does
Host: Rob Alvarez
Date: December 29, 2025

Episode Overview

In this solo episode, host and gamification expert Rob Alvarez shares a personal story about attending a Christmas experience in Madrid with his family. Using this real-world event, he breaks down why the most magical experiences can be undermined by overlooked details in onboarding and user guidance. Through the lens of gamification theory, Rob explores how discovery, onboarding, and scaffolding are all crucial stages—arguing that the true magic of engagement starts the moment users arrive, not just when they're immersed. The episode offers actionable insights for anyone designing products, services, or experiences, with plenty of relatable anecdotes and practical takeaways.

Key Discussion Points & Insights

1. Real-Life Example: A Christmas Experience in Madrid

[01:30 – 04:45]

• Rob describes taking his 3-year-old daughter to a highly anticipated Christmas event, "Manantial de Sueños," in Madrid.
• He sets the mood—a cold, busy December night, stress from tardiness, and the fragile excitement of a child eager for magic.
• The personal narrative highlights the emotional stakes for parents trying to create memorable experiences.

2. Discovery Phase – The “Pull”

[04:45 – 06:15]

• Effective Marketing: The event’s advertising was compelling and emotionally appealing, especially for families seeking memorable holiday activities.
• Rob relates this to the "discovery phase" in gamification, where users first find out about an experience.
  • Quote: "Good marketing doesn't just sell the tickets. It creates that emotional readiness." – Rob ([05:40])
• The discovery phase is about building anticipation and positioning the event as special.

3. Scaffolding Phase – Inside the World

[06:15 – 08:19]

• Immersive Environment: Upon entry, the setting delivered—live storytelling, committed characters, and chances for surprise and delight.
• Standout: Santa asking for consent before holding a kid, signaling safety and respect.
  • Quote: "This is a huge trust signal, at least for me. I saw that. I was like, okay, it feels safe. The kids, they feel seen." – Rob ([07:24])
• The "scaffolding phase" is when interaction loops start reinforcing user engagement and joy.

4. Where It Went Wrong – The Ugly of Onboarding

[08:19 – 13:20]

• Onboarding Failure: Despite promising marketing and a magical core experience, the entry point was marred by confusion and lack of guidance.
• Rob details challenges:
  • No one to guide guests at the entrance, unclear signage, and separate tickets for each aspect (causing anxiety and unnecessary friction).
  • Buying tickets inside was confusing—no personnel at satellite points; all sales redirected to the central location without explanation.
  • Queue management broke down; lack of communication led to stress and uncertainty on what to do next.
  • Quote: "When you start a game...you dive into the experience, and little by little it starts guiding you...Here was the exact opposite. It's like they had a huge manual and they didn't even give it to you." – Rob ([11:23])
  • Quote: "The core of your experience is not the onboarding, but before you get to the core, you actually experience—whether you design it or not—that onboarding." – Rob ([12:21])
• The absence of simple onboarding—maps, signs, a greeter—was enough to derail the emotional momentum.

5. The Importance of Emotional Regulation and Safety

[13:20 – 14:35]

• For experiences with kids (or any audience), users need quick answers to:
  • Am I safe?
  • Am I doing this right?
  • Am I in the right place?
• First impressions matter: The initial minutes shape overall trust and emotional security.
  • Quote: "What does the experience you are creating feel like in the first three minutes? Do your users feel confident or do they start panicking?" – Rob ([13:57])

6. The Critical Lesson: Design All Four Stages

[14:35 – 15:08]

• Rob urges designers to pay equal attention to all four stages: discovery, onboarding, scaffolding, and (where possible) the endgame.
• Ignoring the "door"—the onboarding—can undo even the most well-crafted core experience.
  • Quote: "The magic doesn't start when people are inside. It really starts when you get through the door—right when you arrive." – Rob ([14:50])
• Actionable takeaway: Review your user journeys for overlooked pain points at transition moments, especially onboarding.

Notable Quotes & Memorable Moments

• [05:40] "Good marketing doesn't just sell the tickets. It creates that emotional readiness." - Rob
• [07:24] "This is a huge trust signal, at least for me...The kids feel seen. They're not just processed one after another, just in a queue." - Rob
• [11:23] "When you start a game...you dive into the experience, and little by little it starts guiding you...Here was the exact opposite. It's like they had a huge manual and they didn't even give it to you." - Rob
• [13:57] "What does the experience you are creating feel like in the first three minutes? Do your users feel confident or do they start panicking?" - Rob
• [14:50] "The magic doesn't start when people are inside. It really starts when you get through the door—right when you arrive." - Rob

Timestamps for Key Segments

• [01:30] Real-life story begins: Setting the emotional scene
• [04:45] The pull & discovery phase—what drew him in
• [06:15] Inside the world—scaffolding and magical moments
• [08:19] Hitting friction: Onboarding fails
• [11:23] Analogy to games and user guidance missing
• [13:20] The importance of emotional safety in onboarding
• [14:35] The main lesson: Don’t forget any stage, especially onboarding

Practical Takeaways

• Examine every stage of your user journey—marketing, onboarding, core experience (scaffolding), and endgame.
• Don’t let onboarding be an afterthought; it sets the emotional tone and determines whether users transition smoothly to the “magic.”
• Emotional regulation and safety must be designed in from the very start, not assumed.
• Small details at the beginning can cause outsized impact—positive or negative—on the whole experience.
• Always ask: Does my onboarding fulfill the promises set during discovery, or contradict them?

Final Thought

Rob’s message is clear: magical engagement doesn’t begin inside the experience, but at the threshold. Onboarding and first impressions wield disproportionate power—designers must obsess over these transition points to create truly unforgettable journeys.