Supplemental file to the thesis presentation

1. Valley View United Methodist Church Visitor Experience Journey
ExpEriEncE
Moments of Truth
unique sanctuary
met a nice exiting parking
didn’t single out helpful man was easy
ENHANCED elevator was quick visitors
big building learned about the non-pushy follow-
friendly greeting were a lot of people good style of
community up from church
for service service
BASELINE thanked for coming
plenty of childcare was social areas
parking available were active
no communion
few introductions
DIMINISHED didn’t see map was daunting crowded cafe
visitor parking got turned around
website was unsure we could
unsure where finding a room is
hard to use find kids easily after
to go next confusing child care lacked
security
moDE AnticipAtion Entry EngAgEmEnt Exit rEflEction
touchpoints finding parking entering finding finding the filling out worship finding finding existing finding car receiving a
information the building child care sanctuary visitor card participation children the cafe the building visitor
bEhAvior sEtting home parking lot lobby hallways sanctuary hallways cafe lobby parking lot home
nArrAtivE Made a decision to go
to church on Sunday.
Drove to the church,
plenty of parking in
Went into the front
doors. Were greeted
We go up the elevator.
The stairs to the sanc-
There is a friendly per-
son there who greets
An usher is there to
hand us a program.
The sanctuary was
pretty. Songs were of
After the service we
left the sanctuary, but
We all went to the
little café. It was very
We could see the front
doors from our seats
It was pretty easy to
find the car. We were
When we got home
we felt good about the
front. by two nice women. tuary are easy to see, us and asks us to sign We find seats. a traditional nature. We out a different door. crowded with people so we headed for the up a hill so we had a morning overall.
Haven’t gone since the
They gave the kids they are right in from our child in on the liked that. Totally threw me off. but you could tell it exit. We were thanked good vantage point.
kids were born. Ap- Didn’t see the visitor The pastor introduced Mid afternoon a
high-fives and shook of us. Not sure about sheet on a clipboard. Had to pull out the was very popular. for coming by the
prehensive about it. parking area until we themselves to us when We wished there was representative from
both my wife’s hands the toddler room. I Seems OK, I am map like a tourist. people at the doors.
were walking to the we were waiting to communion. Disap- We got our food and the church stopped by
Decided to look for a and mine. Pretty quiet refer to the map. Not feeling better about
main entrance. Mildly start. That made us pointed about that, but A nice older man drink and sat at a with a nice mug with
local church. here but there is noise sure if this is the same leaving him here. He
annoyed. Wished we feel good. I guess they do it once asked if he could help table in the next room. some cocoa mix and
nearby. level as the sanctuary seems to be happy
Google search. knew to look for it. a month. Seemed odd. us. We asked how Had a very pleasant some materials from
or not but I assume playing. Didn’t really talk to
Not sure where to go to get to the toddler conversation with the the church. They did
Looked at the Valley Building looks nice. it is. anyone else though. Message was good.
next. Nothing obvious. I ask how they will room. He lead us to man. not ask to come in just
View website for loca- Kind of big. Pastor didn’t seem too
Takes a couple of min- notify us if there is a During the service we the room which was to deliver the mug.
tion and times. Was Want to hang up out pushy which was nice. He told us all about
utes to find the toddler problem. She hesitates are asked to fill out very nice.
a little hard to use but coats but I don’t see a It seemed comfort- the church and the A couple of days later I
room in the preschool then says they will a small form on the
we were able to find coat rack. able. He asked if we were services they provide pulled out that mug of
area. “come get us”. That bulletin to register at-
the basic information. new and if we wanted to the community. coffee and it reminded
Have to ask the got me back to being tendance. Everyone is
Not sure exactly what to get a cup of coffee me to give them an-
woman where to go. apprehensive. doing it so we do also. He left us to go to his
they are about but it and a muffin, “on him”. other try. Maybe next
She gives us a map Sunday school class.
is close so we’ll give Used the map to go Happy they didn’t We were very happy to time we will know a
and directs us up the We felt pretty good
it a try. down the hallway to single out any visitors. meet him. little more how things
elevator then to go about our visit right
the sanctuary. Was work.
Got everyone ready down the stairs to the There is a time when then.
pretty crowded near
in time sanctuary. Confused the children can go up
a stairwell. A lot of
by this a little. to hear a special les-
people coming and
son. Ours went. Then
Map is a little intimi- going.
they said to go with a
dating.
We see a big sign that person to a children’s
Ask about the kids. says “Sanctuary” by church. This worried
She tells me the two doors. We go in us. We had no way of
children’s plan. Since and go down a flight of knowing where they
we have a toddler, I stairs to the sanctuary. were going. We told
need to take them to ours to come back
the toddler room. She and sit with us.
shows me on the map
where that is. I am
immediately nervous
about finding it.
Randall Blair, Dec. 2010