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Customer Journey Map, Kano Model & Service Blue Print

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Briefing of Customer Journey Map, Kano Model & building Service Blue Print using Myanmar Traditional Food Stall example.

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Customer Journey Map, Kano Model & Service Blue Print

  1. 1. Customer Journey Map, Kano Model & Service Blue Print The Weekend Club
  2. 2.  Journey Name  Hot Spots  Journey Steps  Actions / Reactions  Thoughts  Feeling  Issues  Opportunities Customer Journey Map
  3. 3. Mont Hinn Gar Restaurant Customer Journey Map for walk-in customer at
  4. 4. Journey Having Mont Hingar at Mont Hingar Shop Hot Spots Journey Steps Walk in to shop Actions / Reactions Customer walk in and observe the shop. Checking what others having. Thoughts Expecting someone to bring to table (or) Expecting someone to greet Feeling Open & Happy Issues Opportunities
  5. 5. Journey Having Mont Hingar at Mont Hingar Shop Hot Spots Journey Steps Walk in to shop Finding Table Actions / Reactions Customer walk in and observe the shop. Checking what others having. When no one showing table, Customer looking around to find table. Thoughts Expecting someone to bring to table (or) Expecting someone to greet Worried that he can't find a table Feeling Open & Happy Unsure Issues Not enough table Opportunities Customer Waiting Area
  6. 6. Journey Having Mont Hingar at Mont Hingar Shop Hot Spots Journey Steps Walk in to shop Finding Table Ordering 1 Actions / Reactions Customer walk in and observe the shop. Checking what others having. When no one showing table, Customer looking around to find table. Customer wants to order or select from options Thoughts Expecting someone to bring to table (or) Expecting someone to greet Worried that he can't find a table Expecting waiters to serve him. Waiter to Listening his order or waiter to tell options Feeling Open & Happy Unsure disappointment / hopeful Issues Not enough table Not Enough Waiter. Not much options. Opportunities Customer Waiting Area Treat welcome drink / tea, etc.
  7. 7. Journey Having Mont Hingar at Mont Hingar Shop Hot Spots Journey Steps Walk in to shop Finding Table Ordering 1 Ordering 2 Actions / Reactions Customer walk in and observe the shop. Checking what others having. When no one showing table, Customer looking around to find table. Customer wants to order or select from options Customer expect more verities or want to try new Thoughts Expecting someone to bring to table (or) Expecting someone to greet Worried that he can't find a table Expecting waiters to serve him. Waiter to Listening his order or waiter to tell options Expecting more options to choose Feeling Open & Happy Unsure disappointment / hopeful Open & Happy Issues Not enough table Not Enough Waiter. Not much options. Basic Varities should be served. Like Monthingar, NanPyar, etc. Opportunities Customer Waiting Area Treat welcome drink / tea, etc. The more varities, the more opportunities
  8. 8. Journey Having Mont Hingar at Mont Hingar Shop Hot Spots Journey Steps Walk in to shop Finding Table Ordering 1 Ordering 2 Ordering 3 Actions / Reactions Customer walk in and observe the shop. Checking what others having. When no one showing table, Customer looking around to find table. Customer wants to order or select from options Customer expect more verities or want to try new Customer choosing an option for ordering. Try at least three options if prior option is not available. Thoughts Expecting someone to bring to table (or) Expecting someone to greet Worried that he can't find a table Expecting waiters to serve him. Waiter to Listening his order or waiter to tell options Expecting more options to choose Faster Order Placing. Do not want to make selection again and again Feeling Open & Happy Unsure disappointment / hopeful Open & Happy disappointment / Satisfaction Issues Not enough table Not Enough Waiter. Not much options. Basic Varities should be served. Like Monthingar, NanPyar, etc. Options are not available. Opportunities Customer Waiting Area Treat welcome drink / tea, etc. The more varities, the more opportunities Out of stock must be informed upfront after first order is not available.
  9. 9. Journey Having Mont Hingar at Mont Hingar Shop Hot Spots Journey Steps Walk in to shop Finding Table Ordering 1 Ordering 2 Ordering 3 Order Waiting 1 Actions / Reactions Customer walk in and observe the shop. Checking what others having. When no one showing table, Customer looking around to find table. Customer wants to order or select from options Customer expect more verities or want to try new Customer choosing an option for ordering. Try at least three options if prior option is not available. Customer is waiting for his order to be served. He is exploring the shop or he might be wondering what can he do during waiting time. Thoughts Expecting someone to bring to table (or) Expecting someone to greet Worried that he can't find a table Expecting waiters to serve him. Waiter to Listening his order or waiter to tell options Expecting more options to choose Faster Order Placing. Do not want to make selection again and again Customer wants new experience or exploring additional offers in the shop. Feeling Open & Happy Unsure disappointment / hopeful Open & Happy disappointment / Satisfaction Open & Happy Issues Not enough table Not Enough Waiter. Not much options. Basic Varities should be served. Like Monthingar, NanPyar, etc. Options are not available. Opportunities Customer Waiting Area Treat welcome drink / tea, etc. The more varities, the more opportunities Out of stock must be informed upfront after first order is not available. Book/Magazin e counter. Ready made food stall, etc.
  10. 10. Journey Having Mont Hingar at Mont Hingar Shop Hot Spots Journey Steps Walk in to shop Finding Table Ordering 1 Ordering 2 Ordering 3 Order Waiting 1 Order Waiting 2 Actions / Reactions Customer walk in and observe the shop. Checking what others having. When no one showing table, Customer looking around to find table. Customer wants to order or select from options Customer expect more verities or want to try new Customer choosing an option for ordering. Try at least three options if prior option is not available. Customer is waiting for his order to be served. He is exploring the shop or he might be wondering what can he do during waiting time. Customer is waiting for long like more than 30mins Thoughts Expecting someone to bring to table (or) Expecting someone to greet Worried that he can't find a table Expecting waiters to serve him. Waiter to Listening his order or waiter to tell options Expecting more options to choose Faster Order Placing. Do not want to make selection again and again Customer wants new experience or exploring additional offers in the shop. Customer need to know what happen to his order. It is in process or not even start yet. Feeling Open & Happy Unsure disappointment / hopeful Open & Happy disappointment / Satisfaction Open & Happy disappointment Issues Not enough table Not Enough Waiter. Not much options. Basic Varities should be served. Like Monthingar, NanPyar, etc. Options are not available. No Customer Engagement. Order Capacity out of bound. Opportunities Customer Waiting Area Treat welcome drink / tea, etc. The more varities, the more opportunities Out of stock must be informed upfront after first order is not available. Book/Magazin e counter. Ready made food stall, etc. Keep inform customer if the order might longer than expectation
  11. 11. Journey Having Mont Hingar at Mont Hingar Shop Hot Spots Journey Steps Walk in to shop Finding Table Ordering 1 Ordering 2 Ordering 3 Order Waiting 1 Order Waiting 2 Serving Actions / Reactions Customer walk in and observe the shop. Checking what others having. When no one showing table, Customer looking around to find table. Customer wants to order or select from options Customer expect more verities or want to try new Customer choosing an option for ordering. Try at least three options if prior option is not available. Customer is waiting for his order to be served. He is exploring the shop or he might be wondering what can he do during waiting time. Customer is waiting for long like more than 30mins Customer is about to serve his Monthingar. Thoughts Expecting someone to bring to table (or) Expecting someone to greet Worried that he can't find a table Expecting waiters to serve him. Waiter to Listening his order or waiter to tell options Expecting more options to choose Faster Order Placing. Do not want to make selection again and again Customer wants new experience or exploring additional offers in the shop. Customer need to know what happen to his order. It is in process or not even start yet. Expecting chili, fish sauce, long bean, corrindor leaf are ready on table Feeling Open & Happy Unsure disappointment / hopeful Open & Happy disappointment / Satisfaction Open & Happy disappointment disappointment / Satisfaction Issues Not enough table Not Enough Waiter. Not much options. Basic Varities should be served. Like Monthingar, NanPyar, etc. Options are not available. No Customer Engagement. Order Capacity out of bound. Taste is not up to the mark. No Monthingar topping. Opportunities Customer Waiting Area Treat welcome drink / tea, etc. The more varities, the more opportunities Out of stock must be informed upfront after first order is not available. Book/Magazin e counter. Ready made food stall, etc. Keep inform customer if the order might longer than expectation
  12. 12. Journey Having Mont Hingar at Mont Hingar Shop Hot Spots Journey Steps Walk in to shop Finding Table Ordering 1 Ordering 2 Ordering 3 Order Waiting 1 Order Waiting 2 Serving Payment Actions / Reactions Customer walk in and observe the shop. Checking what others having. When no one showing table, Customer looking around to find table. Customer wants to order or select from options Customer expect more verities or want to try new Customer choosing an option for ordering. Try at least three options if prior option is not available. Customer is waiting for his order to be served. He is exploring the shop or he might be wondering what can he do during waiting time. Customer is waiting for long like more than 30mins Customer is about to serve his Monthingar. Customer finish his Monthingar and wants to leave soon. Thoughts Expecting someone to bring to table (or) Expecting someone to greet Worried that he can't find a table Expecting waiters to serve him. Waiter to Listening his order or waiter to tell options Expecting more options to choose Faster Order Placing. Do not want to make selection again and again Customer wants new experience or exploring additional offers in the shop. Customer need to know what happen to his order. It is in process or not even start yet. Expecting chili, fish sauce, long bean, corrindor leaf are ready on table Expecting faster payment Feeling Open & Happy Unsure disappointment / hopeful Open & Happy disappointment / Satisfaction Open & Happy disappointment disappointment / Satisfaction disappointment / Satisfaction Issues Not enough table Not Enough Waiter. Not much options. Basic Varities should be served. Like Monthingar, NanPyar, etc. Options are not available. No Customer Engagement. Order Capacity out of bound. Taste is not up to the mark. No Monthingar topping. Waiting Waiter for payment Opportunities Customer Waiting Area Treat welcome drink / tea, etc. The more varities, the more opportunities Out of stock must be informed upfront after first order is not available. Book/Magazin e counter. Ready made food stall, etc. Keep inform customer if the order might longer than expectation Customer pay at Cashier Counter
  13. 13. Journey Having Mont Hingar at Mont Hingar Shop Hot Spots Journey Steps Walk in to shop Finding Table Ordering 1 Ordering 2 Ordering 3 Order Waiting 1 Order Waiting 2 Serving Payment Leaving Actions / Reactions Customer walk in and observe the shop. Checking what others having. When no one showing table, Customer looking around to find table. Customer wants to order or select from options Customer expect more verities or want to try new Customer choosing an option for ordering. Try at least three options if prior option is not available. Customer is waiting for his order to be served. He is exploring the shop or he might be wondering what can he do during waiting time. Customer is waiting for long like more than 30mins Customer is about to serve his Monthingar. Customer finish his Monthingar and wants to leave soon. Customer is leaving from shop Thoughts Expecting someone to bring to table (or) Expecting someone to greet Worried that he can't find a table Expecting waiters to serve him. Waiter to Listening his order or waiter to tell options Expecting more options to choose Faster Order Placing. Do not want to make selection again and again Customer wants new experience or exploring additional offers in the shop. Customer need to know what happen to his order. It is in process or not even start yet. Expecting chili, fish sauce, long bean, corrindor leaf are ready on table Expecting faster payment Whether to come back next time or to refer his friend Feeling Open & Happy Unsure disappointment / hopeful Open & Happy disappointment / Satisfaction Open & Happy disappointment disappointment / Satisfaction disappointment / Satisfaction disappointment / Happy Issues Not enough table Not Enough Waiter. Not much options. Basic Varities should be served. Like Monthingar, NanPyar, etc. Options are not available. No Customer Engagement. Order Capacity out of bound. Taste is not up to the mark. No Monthingar topping. Waiting Waiter for payment Opportunities Customer Waiting Area Treat welcome drink / tea, etc. The more varities, the more opportunities Out of stock must be informed upfront after first order is not available. Book/Magazin e counter. Ready made food stall, etc. Keep inform customer if the order might longer than expectation Customer pay at Cashier Counter Goodbye Gift such as snow towel, sweet, etc.
  14. 14. Kano Model Observing Customer Journey Map
  15. 15. The Kano model is a theory of product development and customer satisfaction developed in the 1980s by Professor Noriaki Kano, which classifies customer preferences into five categories. 1. Must be quality 2. One-dimensional quality 3. Attractive quality 4. Indifferent quality 5. Reverse quality https://en.wikipedia.org/wiki/Kano_model
  16. 16. Simply Put -  Basic  Linear  Delighter Kano Model
  17. 17. Kano Model Customer Journey Map with
  18. 18. Journey Having Mont Hingar at Mont Hingar Shop Hot Spots Journey Steps Walk in to shop Finding Table Ordering 1 Ordering 2 Ordering 3 Order Waiting 1 Order Waiting 2 Serving Payment Leaving Actions / Reactions Customer walk in and observe the shop. Checking what others having. When no one showing table, Customer looking around to find table. Customer wants to order or select from options Customer expect more verities or want to try new Customer choosing an option for ordering. Try at least three options if prior option is not available. Customer is waiting for his order to be served. He is exploring the shop or he might be wondering what can he do during waiting time. Customer is waiting for long like more than 30mins Customer is about to serve his Monthingar. Customer finish his Monthingar and wants to leave soon. Customer is leaving from shop Thoughts Expecting someone to bring to table (or) Expecting someone to greet Worried that he can't find a table Expecting waiters to serve him. Waiter to Listening his order or waiter to tell options Expecting more options to choose Faster Order Placing. Do not want to make selection again and again Customer wants new experience or exploring additional offers in the shop. Customer need to know what happen to his order. It is in process or not even start yet. Expecting chili, fish sauce, long bean, corrindor leaf are ready on table Expecting faster payment Whether to come back next time or to refer his friend Feeling Open & Happy Unsure disappointment / hopeful Open & Happy disappointment / Satisfaction Open & Happy disappointment disappointment / Satisfaction disappointment / Satisfaction disappointment / Happy Issues Not enough table Not Enough Waiter. Not much options. Basic Varities should be served. Like Monthingar, NanPyar, etc. Options are not available. No Customer Engagement. Order Capacity out of bound. Taste is not up to the mark. No Monthingar topping. Waiting Waiter for payment Opportunities Customer Waiting Area Treat welcome drink / tea, etc. The more varities, the more opportunities Out of stock must be informed upfront after first order is not available. Book/Magazin e counter. Ready made food stall, etc. Keep inform customer if the order might longer than expectation Customer pay at Cashier Counter Goodbye Gift such as snow towel, sweet, etc.
  19. 19. Building Service Blue Print Using Customer Journey Map
  20. 20.  The service blue print is a technique of service innovation  Customer Actions  Front stage  Back stage  Support Process  Physical Evidence Service Blue Print Ref: https://en.wikipedia.org/wiki/Service_blueprint
  21. 21.  Measure  Time  Physical Evidence  Customer Action Service Blue Print (Attributes) Line of Interaction  Front Stage / Visible Contact Employee Actions Line of Visibility  Back Stage / Invisible Contact Employee Actions Line of Internal Interaction  Support Processes
  22. 22. Service Blue Print Measure Line of Interaction Time Physical Evidence Customer Actions Line of Visibility FrontStage Service Employee Cashier Digital & Device, Tools Line of Internal Interaction BackStage Mont Placing Staff Hingar Pouring Staff Support Processes Customer walk in and observe the shop. Checking what others having. When no one showing table, Customer looking around to find table Customer wants to order or select from options Customer expect more varieties or want to try new Customer choosing an option for ordering. Try at least three options if prior option is not available. Customer is waiting for long like more than 30mins Custo mer is about to serve his Month ingar. Customer finish his Monthinga r and wants to leave soon. Custo mer is leaving from shop Interi or Desig n Decor ation Design Design Design Design /Clean Process Time Customer is waiting for his order to be served. He is exploring the shop or he might be wondering what can he do during waiting time. Hygiene Time Gift 0 min 2~5 min 3~5 min 5~20 min >30 min 5~7 min 0~2 min Entra nce, Sign Boar d Table Placi ng Menu Design Men u Items Men u Resta urant Process Waite r Servin g Slip / Recei pt Parti ng Gift Greet Customer & ask how many person Welcome staff need to know how many table still available. Bring Customer to the table Waiters to provide menu Put Menu on the table Suggest new items Note Down / Suggestion Tablet / Paper Table: Connecting to POS system. Paper Order Note/Sticky Note: Formatted. Record order Prepare as order slips Pour hingar in arranged bowl Inform / provide compliment ary Pre-prepared complimentary items Serve Order. Check Toppings / any new order Prepare Monthingar toppings Escort to counter / Educate for self-service Issue Receipt. Get Payment Provide Parting Gift Parting Gift Preparation
  23. 23. ေ က်းဇ်းတင္ပါတယ္ …. The Weekend Club

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