Why go? Going to Jittery Joe’s

Parking car/bikeif necessary

Entering Exlibris

Walking to Jittery Joe’s

Queuing up to order

Making a choice for order

Ordering Paying Waitingfor order

Getting order Walking to exit of Exlibris

Getting to next distination

ONSTAGE EMPLOYEE ACTION

BACKSTAGEEMPLOYEE ACTION

PAINPOINTS

MARIANA needs coffee during class breakALEX wants to relax and enjoy coffee

WalkingDriving car

NOTES There is a parking lot for customers and a bike rack

Greeted by ExLibris staff

Hidden behind- you need to find it or know about it

Wall menu

SCAD cashDebit/credit card

Leaving with order

Sitting in to enjoy order

Walking

Driving car

Greeted by Jittery Joe’s staff Employee preparing order making drink

Often, the card swipe does not work properlyEmployee needs to swipe several times and apologize : “I’m sorry our machine is old.”

Putting chairs out Unfreezing food Making sure everything is in order Cleaning, sweeping, moping Unfreezing more food CleaningCounting money made during the day and making sure it fits with the number of orders sold

Closing café Ordering frozen food (every week)

Sometimes there is no parking left (-> user has to pay city parking)

If user is in a hurry, they do not want to wait-> Jittery Joe’s might lose customers

Sometimes there is only one employee, he has to take and prepare ordersCustomer will have to wait longer

Might go to get supplies if needed

SENSORY IMPRESSIONS Touch:Attaching bike to bike rack

Touch/Hearing:Pushing the door to come in/Greeted by Exlibris

No signs to annouce café in the back

Sight:Looking at Menu / viewing pastries in display

Touch:Grabbing order

Taste:Eating/drinking order

Hearing:Greeted by Jittery Joe’s staff

? P

Alex hast to park car

EMOTIONS Excited Anxious if on a schedule Hopeful / Disapointed Impatient Wondering Attentive Impatient Satisfied Stressed if on a scheduleSressed

Jittery Joe’s staff and customer interaction“Hi what can I get for you?” “It’ll be $3.99.”

Jittery Joe’s staff announcing what order is ready