Customer Journey Map: Starbucks

I was tasked with creating a customer journey map for a company. A customer journey map combines storytelling and visualization to illustrate a customer’s needs while experiencing a product or service. For my project, I chose a customer’s experience ordering a drink or food item in-person at a retail Starbucks. The first customer journey map shows what a typical customer experience might look like; the updated version shows what a customer journey might look like after meeting user needs.