Nando's App Customer Journey Map Positive Experience Negative Experience 5 4 3 2 1 2 3 4 5 Finding & downloading the app Sign up, personalised through name, email & number Could encourage user to Opt in/Opt out follow Nando's another comms option socials for extra chilli rewards Registration sign up chilli doesn't lead to bonus 'Chilli'' usable reward for user. limited guide through app features Order Feature discovery Apple wallet Adding Nando's card to Apple wallet removes user from in-app experience Large menu option range click & collect, Delivery Delivery option takes Select nearest store user out of the app through geo-location experience. Gives user a recommendation for cant cater for dietary ideal order option specific order for based on location delivery users Shows rewards user can apply Payment through apple pay or new payment method Complete payment confirmation & chilli earned 2022 MMR Competitor Analysis 09