SERVICE DESIGN - SERVICE BLUEPRINT
Encounter map, journey map and service blueprint of Zunzi’s.
Zunzi’s is a South African inspired takeout, delivery, and catering restaurant located in Savannah, Georgia. The restaurant was recently bought from the founders by the current owner, Chris Smith.
PROJECT OVERVIEW
Cris has plans on expanding the Zunzi’s franchise by opening new storefronts throughout the United States. Their Savannah storefront is located on York Street and is built within the confines of the stairwell of an office space. Despite their small space, Zunzi’s is committed to consistently serving quality food of a unique and fresh flavor profile.
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TEAM
OPPORTUNITY SPACE
Zunzi’s has been a local favorite for a long time. It has become a part of the community it is located in. The business of Zunzi’s is expanding however they are not able to keep up with the demands due to space restraints. They wish to relocate however have found that leads them to lose more business. They are trying to reconfigure their business model and fish to visualize what improvements and changes can be made before expand their business in Savannah and other locations.
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JOURNEY MAP
Inorder to understand the consumer it is important to understand the people involved in the process and the roles they play.
Journey of ordering, encountering and working at Zunzis.
WIREFRAME
Currently, beside the actual space and the parking facilities, there are other opportunity spaces for improvement. Zunzi’s brand is messy and out there. However, that is not executed very well and actually discourages customers. we suggest small changes that will help encourage customers and keep close to the branding of Zunzi's. Some changes could be to add clear signage for the restrooms and water-fountains. Another change that could be made is adding a guideline to help the customers with the menu. currently, the customers get intimidated with the amount of the food on the menu so it becomes hard for them to order things.
Something we realised as well was that the journeys that tips were processed before the food was received. maybe we could find t a way to process the receipts after the food is received by the customer.
As mapped out in the blue print below
OBSERVATION RESEARCH AND SOLUTION
The layout of the storefront is hard for customers to follow; improving the interior signage could ease the confusion of the small space. The pathway to the water fountain and restrooms could have directional signs or some Zunzi’s orange to let customers know they are in the right place. Make branding more visible. The tipping process could be made more transparent with a simple sign that tells the customer that they are tipping everyone involved in the making of their sandwich. Advertising can be made more tangible with several grassroots strategies, including but not limited to: giving free stickers for mobile advertising, sponsoring buzz hours during which the cost of a sandwich is discounted for SCAD students, branded to-go containers, and dispersing coupons to SCAD students through SCAD student employees.
CURRENT AND PROPOSED FUTURE JOURNEY’S
PROPOSED SERVICE BLUEPRINT
MARKETING
As seen in the blueprint there are two touch points that can be further expanded and used for marketing of new consumers.
