Service Mapping
Service Design Map Exercise for Pizza Pizza
Project Summary:
This project aims to explore and enhance the customer experience at Pizza Pizza through a comprehensive service design map. The service design map provides a detailed visualization of the various interactions and processes that occur across different customer touchpoints, specifically focusing on both online and walk-in service channels. By analyzing the current service blueprint and customer journey, we aim to identify potential gaps and opportunities for improvement to ensure a seamless and satisfying experience for all customers.
Here’s what you’ll see:
Customer Journey Map: An in-depth look at the customer journey, segmented into online (delivery and pickup) and walk-in (pickup and eat-in) experiences.
Service Blueprint: A detailed outline of customer actions, frontstage and backstage employee actions, support processes, and physical evidence across different service stages.
Service Design Map: A visual representation of the service design, highlighting the interactions and relationships between various service components.
Customer Journey Map
Visualizing Key Touchpoints and Experiences
Service Blueprint
Service Design Map
Conclusion:
This customer journey map provides valuable insights into the current service experience at Pizza Pizza. By identifying key touch points and areas for improvement, the proposed changes aim to enhance both online and walk-in experiences. Implementing these recommendations will ensure a more seamless and satisfying customer experience, fostering loyalty and maintaining a competitive edge.