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Customer Journey Map,Kano Model &
Service Blue PrintThe Weekend Club
Journey Name Hot Spots Journey Steps Actions / Reactions Thoughts Feeling Issues Opportunities
Customer Journey Map
Mont Hinn Gar RestaurantCustomer Journey Map for walk-in customer at
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
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
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.
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
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.
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/Magazine counter. Ready made food stall, etc.
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
1Order 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/Magazine counter. Ready made food stall, etc.
Keep inform customer if the order might longer than expectation
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
1Order 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 disappointmentdisappointment
/ 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/Magazine counter. Ready made food stall, etc.
Keep inform customer if the order might longer than expectation
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
1Order 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 disappointmentdisappointment
/ Satisfactiondisappointment / 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/Magazine counter. Ready made food stall, etc.
Keep inform customer if the order might longer than expectation
Customer pay at Cashier Counter
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
1Order 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 disappointmentdisappointment
/ Satisfactiondisappointment / 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/Magazine 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.
Kano ModelObserving Customer Journey Map
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 quality2. One-dimensional quality3. Attractive quality4. Indifferent quality5. Reverse quality
https://en.wikipedia.org/wiki/Kano_model
Simply Put - Basic Linear Delighter
Kano Model
Kano ModelCustomer Journey Map with
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
1Order 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 disappointmentdisappointment
/ Satisfactiondisappointment / 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/Magazine 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.
Basic
Linear
Basic
Delight
er
Linear
Linear
Basic
Delight
er
Linear
Basic
Delight
er
Linear
Building Service Blue PrintUsing Customer Journey Map
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
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
Service Blue PrintMeasure
Line of Interaction
Time
Physical Evidence
Customer Actions
Line of Visibility
Fron
t Sta
ge
Service Employee
Cashier
Digital & Device, Tools
Line of Internal Interaction
Back
St
age
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
Customer is about
to serve
his Monthi
ngar.
Customer finish his
Monthingar and
wants to leave soon.
Customer is leaving from shop
Interior
Design
Decoratio
nDesign Design Design Design /
CleanProcess
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 min2~5 min
3~5 min 5~20 min
>30 min 5~7
min0~2 minEntr
ance,
Sign Boar
d
Table
Placing
Menu Design
Menu
Items
Menu
Restaura
ntProces
s
Waiter
Serving
Slip /
Receipt
Parting 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
complimentary
Pre-prepared complimentar
y items
Serve Order. Check
Toppings / any new
order
Prepare Monthingar
toppings
Escort to counter / Educate for self-serviceIssue
Receipt. Get Payment
Provide Parting
Gift
Parting Gift Preparation
ေ�က်းဇူးတင္ပါတယ္ ….
The Weekend Club
