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Customer Journey Map: Chipotle
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Customer Journey Map
By: Lexi McElroy, Julia Berardi, Cassie Orsi, & Leah Chung
Poached Experience
had to repeat order
the greeeting by employees
employee offers customer to buy chips/guac/extras, customer pays
Baseline
customer leaves satisfied
expect to find easy parking
Fast moving line
Customer has enjoyed their experience and would recommend to others
Ordering went quickly
There is room for seating in a clean space
Customer is satisfied with their food
Enriched Experience
Engage
Reflect
Anticipate
Enter
Exit
Touchpoints
Order
Line
Sit
Food
Walk-In
Car
Pay
Car
Walk-Out
- Quick drive back to campus
- Convenient location
- Felt full and satisfied from our meal
-Sitting area was empty
-Easy clean up but other tables were dirty
-No employees around when we were leaving
-Parking lot empty when we were leaving, so easy exit
- lots of available seating, thought more people would be dining in based on the long line
- Tasty
- decent portion size
- Warm food, but not piping hot
- Filling, felt full afterwards
- employee asks if order is for here to go
- employee asks if I would like anything else
-employee tells me the total, I pay with card
- The line moves realtively fast compared to its size
-Wait on line for 7 minutes
-Menu is easily visible from the line
- Discussing which Chipotle to go to (2 locations near campus)
-Short drive
-Hoping there is enough parking
- Arrival in the lot, easy parking , decent amount of spots available
- notice a pretty long line
-smell the aroma of Chipotle ingredients
-hear popular radio songs playing in the background
-hear a lot of chatter from the employees and the people on line
- the lighting is not overly bright, but not too dim
-Greeted with a harsh 'hello' by first employee at order station
-Had to repeat order multiple times
- Ordering moved relatively quickly
- Felt rushed when ordering since employees wanted to be as quick as possible
-Had to ask for more guacamole but second employee was very generous