““I have an opportunity to explore thespace a little bit, it’s different fromother coffee shops I’ve experiencedit feels like I’m moving through therooms of someone’s home.”

“I’ve never been to Foxy Loxy, I’m excited to see what this place is all about.”

Approach

WalkingDodgingObserving

ClimbingEntering

LookingOrientingWatching

WaitingWatchingTexting

DecidingReadingPreferencing

TalkingListeningConversingInteracting

PayingSearchingHandingReceivingCollecting

ReceivingGrabbingSmelling

CustomizingMixingPouringTastingMeasuring

WalkingLookingReadingDrinkingWondering

DrinkingSittingTalkingListeningConversing

WalkingExitingLeaving

Entrance Orient Wait Decide Order Pay Receive Customize Acclimate Enjoy Leave“First impression it feels very homey in here.”

“Feels like I walked into a Living Room and I see straight ahead is where I need to order.”

“I start to smell the coffee and hear the music, I don’t like to wait but it gives me time to take in the surroundings. ”

“The menu seems to be pret-ty typical of your usual coffee shop, I’m just gonna get my usual order.”

“I should have paid closer at-tention to the menu they do not have flavor shots, which is what I wanted.

“The coffee is reasonably priced.”

“Smells good.” “They have the ingredients I usually mix in splenda, skim milk, a little bit of cinnamon. ”

“Oh, I see my friend Allycia, I’m gonna sit down and talk to her for a bit, this seems like a great place for me to do my homework in the future.”

“That was a different experi-ence but it met my expecta-tions, I will definitely return.”

321 4 5 6 7 8 9 11 12 Start

Wait

Touchpoint

Interaction

Passive EngagementStop

Krista Siniscarco

Jamie

Bowerm

an

Six Points of Service by

Six points of service represents an individuals journey through the coffee shop experience of Foxy Loxy, located in Savannah, Ga.

Each color on the left represents a part of the journey. Each point may have sub-points such as senses or “ing” words. These sub-points help us better understand the individual journey a consumer will take on a service experience.

Study Kitchen

Living Room

Sun RoomLiving Room

KitchenStudy

Sun Room

Wait Touchpoint InteractionPassive Engagement Stop

10

Expectation

Mood