Ofcom Research: A Model for Understanding User Journeys in Online Gaming Environments
The Interactive Services Model (ISM) sets out user journeys, workflows used by platforms, and the trust and safety measures relied upon by different services. Desk research and interviews were used to inform the representative model by building an understanding of the typical user journey through an interactive service experience. For further information on the methodology and definitions used for the purposes of this project please refer to the overview document below.
