McDonald’s Customer Journey Infographic
The McDonald’s business is an ever changing one, least so their healthy offerings and McCafe menus. Customers ordering a barista made coffee through the drive-in service were causing significant disruption to the drive-through process, and causing customers longer than anticipated wait times. This was proving costly to the business, so to help solve this costly challenge, and to identify where the acute pain points were, and subsequent opportunities for improvement, we created a customer journey map, which was brought to life in this infographic.