1. >>APMG 8119: DIGITAL ENTERPRISE REPORT PREPARED FOR: Hell Pizza New Zealand http://hellpizza.com/nz/ CUSTOMER EXPERIENCE MODEL ANALYSIS BY ANASTASIIA VOLKOVA POSTGRADUATE DIPLOMA IN BUSINESS APMG 8119: DIGITAL ENTERPRISE 2014http://hellpizza.com/nz/

2. >>APMG 8119: DIGITAL ENTERPRISE BUSINESS BACKGROUND Details Online food ordering services are websites that feature interactive menus allowing customers to place orders with local restaurants and food cooperatives. +- Customerability to order food without errors in communication risks of online payment Businessdecrease in personal costsrisk of failed orders

3. >>APMG 8119: DIGITAL ENTERPRISE BUSINESS BACKGROUND Choice of the business As a case for this study the website of Hell Pizza was chosen for a number of reasons. First, the overall market of online food delivery is rapidly growing over the last decade Secondly, there’s a lack of e-buisnesses in Auckland which offer food delivery Thirdly, it reflects author’s personal interest in the case as a user of the service.

4. >>APMG 8119: DIGITAL ENTERPRISE BUSINESS BACKGROUND Business Details Hell Pizza is a New Zealand-based pizza chain

5. >>APMG 8119: DIGITAL ENTERPRISE CONSUMER EXPERIENCE MAP “The best damned pizza in this life of the next”

6. >>APMG 8119: DIGITAL ENTERPRISE CONSUMER EXPERIENCE MAP Menu and customizing the pizza

7. >>APMG 8119: DIGITAL ENTERPRISE CONSUMER EXPERIENCE MAP Delivery and Promotion

8. >>APMG 8119: DIGITAL ENTERPRISE CONSUMER EXPERIENCE MAP Customer experience… is the full, end-to-end experience. It starts when you first hear about Amazon from a friend, and ends when you get the package in the mail and open it. Jeff Bezos

9. >>APMG 8119: DIGITAL ENTERPRISE CONSUMER REAL VIRTUAL EXPERIENCE Definitely yesYesMaybeNoDefinitely No This website provides error-free ordering and delivery. Information on delivery time and fee is available. This website delivers ordered products without defects SURVEY DATE _____ PARTICIPANT NAME ____________ AGE___________ COUNTRY OF BIRTH ______________ GENDER _____________ Please provide answers to the questions below according on your experience on site http://hellpizza.com/nz/ Tick the box with the most appropriate answer. Website Design

10. >>APMG 8119: DIGITAL ENTERPRISE CONSUMER REAL VIRTUAL EXPERIENCE Design Order fulfilment Communication Merchandise Security/Privacy Promotion online

11. >>APMG 8119: DIGITAL ENTERPRISE CUSTOMER EXPERIENCE MODEL ANALYSIS Thank you for your attention!