customer journey

Customer journey 26-04-2010

26-04-2010

Tomas Raugale, Hanne-Mari Tuike, Heidi Juntunen, Ewa Winnicka, Koen Thys

Approach Experience

• Information from the internet – Unfortunately more in Finnish than in English

• We heard a lot of positive things about the place

• Located in convenient place

Welcoming Experience

• Clean, nice pub, bartender noticed us immediately, kind, good explanation about the drinks, advices

• Nice music (suitable for the place)• Difficult to describe the smells when arriving,

but no ”pub-smell” (clean!)• Feelings: calmness, relaxed

Friendliness and personal attention

• The bartender was very polite, responsive, has expertise in beer-knowledge due to his award

• We were provided with extra attention from the bartender– Was willing to answer extra questions – Brought nachos

• Personal attention towards our group

Convenience of the space

• Clean tables, and clean facilities • Tables for different amount of people with

comfortable seats • Nice interior design• Not too much noise

Experience of having needs met

• We expected smoky, and more pub-like atmosphere

• We did not expect to have the possibility to eat or to play board games there

• We found out that the place is an old bank with remaining bank vault

• Our needs were met, and we were positively surprised great experience

Exit experience

• Pleasant feelings• Friendly greetings from the staff • Feeling that we would like to go back again

Usability

Positive• Location• Design• Service informative• Enough places to sit• Cleanliness• Wide selection of drinks

Negative• Layout• Not suitable for disabled

people• Toilets were ”hidden”

Thanks you!