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7/22/2019 Starbucks Experience Map
1/1
EnterAnticipate Engage ReflectExit
EnrichedE
xperience
PoachedE
xperience
Touchpoints CarOffice Walk-In Line Order Pay Sit WorkDrink Pack Up Walk Out Car
1.a Discussing
with team thelocal places tograb a coffee.
1.b Decid-ing to go toStarbucks andwork on de-sign reports.
1.c Hoping
to find a closeparking spot.
1.d HopingStarbucks isnot overlycrowded andwill have avail-able seating.
2.a Notice
that there area couple ofpeople in line.
2.b Notice thenarrow, con-fined layout.
2.cEnjoy thearoma ofroasted coffeeand mixedsweet, robustsmells.
2.dThe light-ing is pleasant,not overlybright and nottoo dim.
2.eThe musicseems ethnic,
extendedvocals, soft instyle, volumetoo load andbut my taste.
1.e Consider-ing alternativeplaces just incase..
3.a The wait-
ing line occu-pies the maintraffic way.
3.b Themenus acrossthe counterare hard toread while inline.
baseline
3.c The linemoves slow,people whojust orderedare still in thesame area.Becomescrowded.
3.dThe order-ing processseems too
slow. Inconsis-tent structureof service.
4.a The Barista
acknowledgesme with asmile.
4.b I can seethe menu bet-ter now, but Ifeel rushed toorder a drink.
4.c I feelforced tomake a quickbeverage se-lection. I play itsafe by havingwhat I alwaysget.
4.d The baris-ta confirmsmy selectionand asks myname to writeon the cup.
4.e He writesdown myname andsome codeon the cupand hands itoff to anotherbarista whowill make itwhen he isfinished withother orders.
2.fThe roomclimate seemsintentionallycold.
5.a The barista
tells me thetotal and I paywith my creditcard. He asksme if I wantmy receipt, Idecline.
5.b My inter-action endswith him say-ing thank you.He doesnt usemy name.
5.cNow Imove to theleft of wherei paid. Onceagain I feelcrowded andout of place.People arewalking by me.There isnt adesignatedwaiting ,sittingarea.
5.dAs I stand,the drinkermaker shoutsfinished ordersand placesthem on adrink stand.He screamsGrande Chai.
5.e Confu-sion. Is this mydrink? Whydid he not callout my nameor name and
drink? I pickup the drinkand see that ithas Eric writ-ten on it.
6.a Grab my
drink and lookfor a place tosit.
6.b I need,most im-portantly, anoutlet and aworkspace.
6.cI noticethat there areonly a fewlocations inthe seating ar-eas that haveoutlets. This isdiscouraging.
6.dMostplaces areoccupied. Nooutlets are
available.
6.eThe work-spaces seemsmall andimpractical.Most are justhave a smallround woodentable withtwo woodenchairs.
6.fI find anempty reclinedcushionedarmchair.Next to it is asmall woodentable sharedby anotherperson sitting
in the otherarm chair.
6.gThe chairis comfortableand I continueto sit in it.
7.aThe cub is
hot, steaming,but withstand-ing in myhand.
7.b Smellsroasty andsweet.
7.cFirst sip istoo hot, butflavorful. Imhappy withthe taste andmy choice.
7.dThecontinuedsips remainsatisfying.
8.a I place my
drink on thetable next meand place mybag on thefloor.
8.bI removemy computerand accesso-ries and nowam shifting mycoffee to findroom for all ofmy things onthis little cof-fee table.
8.cThe tableis too low towork fromthere, so Iplace mylaptop in my
lap. My drinkremains onthe table, mybag on thefloor.
8.dIm feel-ing crowded.I have noroom to usemy wire-less mouse. Inow use thesurface of thearm chair asmy mousepad. Not veryeffective.
8.eThe crowdtalking doesntbother meafter awhile,but the musicis way too loudand beginningto become adistraction.
8.fI enjoy the
free wirelessand the unlim-ited use. Thesignal strengthis adequate.
8.g The musicis really both-ering me. I putmy head-phones on andplay my mp3songs.
8.h The bat-tery use on mycomputer is aconcern now.I will beginlooking foranother tableto work at.
8.i The airconditioningseems inten-tion. Its coldoutside andcold inside. Islip my jacketon.
8.j I continuallyfinding myselfpeople watch-ing while Iwork. Thereare interestingpeople here,so Im not toobothered. Inever like feel-ing alone. any
9.aThe barista
walks by meand makes anannounce-ment to thetore that itwill be closingshorty -10 pm.
9.bI would liketo continueto work. I feel10pm closingtime is muchtoo early,especially in acollege town.
9.cI standup and walkaround until Ifind a hiddentrash can tothrow my cup
into.
10.aI pack my
things up andhead out thedoor.
10.b The re-maining stafftell me to havea good night.
11.aI head to
my car andwish that Icould havestayed longerto work. Iknow thatonce I gethome, I will bein the wrongmind stateto continueworking.
11.bThe cof-fee was verygood, but Iwas disap-pointed in theenvironment.Distractingmusic, smallworkspace,lack of power
outlets.
Date: 3/22/10
Eric - Repeat Customer
Purpose: To work/drink coffee
Ambience
Aroma
Audible Sensations
Second guessing
Worrying
Cold, drafty
Slightly crowded
Greeting
Unwilling to try something new, risk
Feeling rushed
Lack of personal spaceUnstructured
Fake
Factory line
Quick, convenient
Impersonal
Polite
Feedback
Confusing
Inconsistent
Loud
Lack of seatingLack of outlets
Not large work spaces
Sofa chair is comfortable
Uncomfortable wooden chairs
Tasty drink
Flavorable
Appropriate temperature
Not large work spaces
Furniture not ideal for computer work
Crowd conversation noise
Loud music
Distracting
Repeating, not my taste
Blasting air conditioning
Free Wi-Fi
People watching
Closing time
Good byes
Annoyed about closing time
Good drink
Annoyed about where I sat
Back hurts
Starbucks Experience Map
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