Paulines Journeymap final copy

Pauline’s Pizza
Customer Journey Map
Entice
Enter
Experience
Exit
Extend
Satisfaction
Level
Stages
Discover restaurant
Decide to eat there
“I wish I knew what the specials
were in advance”
Feelings
Thoughts
“Pauline’s doesn’t really do
marketing; mostly word of mouth”
“I only wish they would deliver!”
“I often forget that Pauline’s exists
when I’m looking for places to eat”
Values
“A friend recommended it to me
because I have Celiac”
(can only eat gluten-free)
Strength
Pain Point
Opportunity
Enter restaurant
Wait
Always good energy in restaurant
Confusion about the difference
between front vs wine bar
“It was fancier than expected, all
or more upscale”
Met by host
Get seated
“They’re not the most friendly”
Receive and browse menu
Order drinks
Receive drinks
Decide on what to order
Order food
“I really like Pauline’s specials, they
are unique”
“The menus are confusing‒
you can order from two kitchens?
Wait, draw on table
“I love the crayons on the
table, I see people of all ages
using them”
Fast, attentive service
Restaurant is loud–poor acoustics
There’s usually no wait, which is
amazing in the Mission
“It’s weird to decide on wine
before you choose your food”
Didn’t know you could order
kitchen food from wine bar
“Things that are in season taste a
lot better”
Salad delivered, eat salad
Pizza delivered, eat pizza
Don’t get dessert
Ask to box food and bring check
Receive bill and takeout box
Pay bill, leave tip
Leave restaurant
Tell friends, post reviews
“The timing is perfect, nothing felt
rushed or slow”
Pauline’s is known for their quality,
the self-grown ingredients, and
the freshness
“[the food] was actually really
really good”
“I’m appreciative of places that
serve good gluten-free stuff”
Great healthy pizza for a great price
“I like to order a lot so that I can
take home left overs”
“The service was friendly, lots of smiles,
consistent”
“I can influence people to find
hidden gems.”