Question: Applying Understanding Customer Experience through Customer Journey Mapping by Valerie Peck.

Use Domino's Pizza for this exercise. You intend to purchase food there for 4 people so it will be a fairly complex order. Do a customer journey map (sometimes called a process map, or flow chart) of the entire process of ordering the food, having it prepared, and having it delivered to your home. Powerpoint is probably your best tool for this exercise.

1) Describe your goals in ordering the food, and describe your order

2) Describe all of the steps (should be at least a dozen steps) - make sure you point out where the journey starts and where it ends -- this will be a diagram (boxes and arrows)

3) Describe how much time each step took

4) Describe who is responsible for each step in the journey

5) Describe how you felt at each step

6) Describe how something could go wrong at each step

7) Finally, based on your journey, what recommendations for improvement would you have for the owner of the pizzeria?