Customer Journey Mapping and Service Blueprint for Frog by Adam Handling Restaurant

Customer Service
Management

EXECUTIVE SUMMARY
The report highlights the case study of restaurant in which the customer journey mapping
and service blueprint tools are used to meet the expectation of consumers. Case study is all about
fine dining restaurant Frog by Adam Handling in which the customer journey scenario is
depicted and also the weak areas of customer experience is determined by recommending how
restaurant can exceed the customers’ expectations.

Table of Contents
EXECUTIVE SUMMARY.............................................................................................................2
INTRODUCTION...........................................................................................................................4
Customer Journey mapping and Service Blueprint.........................................................................5
Theory of customer journey mapping....................................................................................7
Application of customer journey mapping.............................................................................8
Service Blueprint Diagram..............................................................................................................9
CONCLUSION AND RECOMMENDATION.............................................................................10
REFERENCES..............................................................................................................................12

INTRODUCTION
The report is based on case study of fine dining restaurant Frog by Adam Handling. This
case study is about the experience which customer has gained in restaurant. Consumers are
facing lot is issues and problems regarding the services and facilities of Frog by Adam Handling
restaurant as they get fail to impress the customers with their services. The services of restaurant
is not so good as customer have to wait for the menus and someone to take orders and also the
food of Frog restaurant is not up to the mark. Some of the dishes are tasty but they were so costly
as compare to other restaurant of London. Customers were also facing the issues regarding the
cleanliness, the toilet area of restaurant remains dirty which gives disgusting experience to
consumer. Even customers get ill after having the meal of restaurant, moreover the concept of
restaurant is nice but it doesn’t meet the benchmark of customers.
In this report, customer journey mapping and service blueprint tool is used in order to
highlight the weak areas from their experience and also the clear recommendation is given in
order to provide how restaurant can exceed their customer expectation. Customer journey
mapping helps in understanding and educating about customer’s viewpoint and perspective
related to the products and services of Frog restaurant. Through customer journey mapping,
restaurant can develop strategic approach to understand their customer expectation. Frog by
Adam Handling is located in heart of Convent Garden and west end, the restaurant offer
theatrical touch by adding exiting flavours in their recipes. The restaurant have private dining
room which is called library, it have 20 seats offering access to the heart of restaurant with their
own personal chef. The restaurant mainly targets the family, youngsters and adults. Consumer
trends mainly get change due to the situation and circumstances, customer generally gets
attracted with the restaurant that follows the latest trend and stay updated (Micheaux and Bosio,
2019). The restaurant industry is adapting ever-evolving customer behaviour and preferences
from last few years, the future of restaurant is depend on service innovation and technology.
Consumer trends which must be implemented by Frog by Adam Handling restaurant are off
premise dining, limited time offers, new menu offerings, cloud kitchens, contactless dining and
advanced online ordering systems. Through implementing this trend, restaurant can attract
maximum number of customer. These consumer trends not only attract consumer but also it
helps in improving the profitability and growth of business. Customers generally prefer healthy
foods that don’t harm their health. The health conscious people look four elements in their menu