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Six Points of Service by

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Start
Wait
Touchpoint
Interaction
Passive
Engagement
Stop

Six points of service represents

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

Ive never been to Foxy Loxy,

Im excited to see what this
place is all about.

First impression it feels very

homey in here.

3 Orient

4 Wait

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 dont like to
wait but it gives me time to
take in the surroundings.

5 Decide
The menu seems to be pretty typical of your usual coffee
shop, Im just gonna get my
usual order.

7 Pay

6 Order
I should have paid closer attention to the menu they do
not have flavor shots, which is
what I wanted.

Interaction

The coffee is reasonably

priced.

8 Receive
Smells good.

9 Customize
They have the ingredients I
usually mix in splenda, skim
milk, a little bit of cinnamon.

Stop

10 Acclimate
I have an opportunity to explore the
space a little bit, its different from
other coffee shops Ive experienced
it feels like Im moving through the
rooms of someones home.

11 Enjoy
Oh, I see my friend Allycia, Im 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.

12 Leave
That was a different experience but it met my expectations, I will definitely return.

Mood
Expectation

Kitchen

Living Room

Sun Room

2 Entrance

1 Approach

Each color on the left represents

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

Study

Touchpoint

Wait

w
o
B

Passive
Engagement

Walking
Dodging
Observing

Climbing
Entering

Looking
Orienting
Watching

Living Room

Waiting
Watching
Texting

Kitchen

Deciding
Reading
Preferencing

Talking
Listening
Conversing
Interacting

Paying
Searching
Handing
Receiving
Collecting

Receiving
Grabbing
Smelling

Customizing
Mixing
Pouring
Tasting
Measuring

Walking
Looking
Reading
Drinking
Wondering

Study

Walking
Exiting
Leaving

Drinking
Sitting
Talking
Listening
Conversing
Sun Room