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Ordering coffee in advance in Expresso House App - Coggle Diagram
Ordering coffee in advance in Expresso House App
App habits
Tech savvy people
feels comfortable with service
early users of the service
download the app
uses the app
returns to not online/in advance purchase method
reviews the app
is satisfied with the service
becomes a frequent customer
buys only for the experience
eventual and occasional purchases
search for promo, discounts, etc.
it is not satisfied with the service
might not consume any product anymore
recommend to other tech savvy people
Non tech savvy people
feel discouraged to download
have few services based on App usage
uses conventional buying and payment methods
changes are that they don't use the app
interactions
with the App
with the cashier, personal
with other people in the place (unknown)
with other people in the place (known)
with people on the way to the coffee place
Purchasing and paying
buying for me
buying for others
gift cards
Advantages, benefits
coupons
discounts
loyalty benefits
checking-out products
collecting your order
confirming order products
Dealing with possible products return
Re-ordering if needed
Requesting refund if needed
Environment
cafeteria ambiance
sharing with other "coffee lovers"
diverse (remote workers, dates, families, pets)
Too loud, too silent
Too hot, too cold
Too busy, too empty
Getting there
Convenience
own transportation
public transportation
time efficient
Usability
easy nagivation
easy purchase process
good performance
good availability
good look and feel
seems to use same design principles in App and website