The purpose of these audits were to experience the service one receives from an organization or brand.

 

My role, from beginning to end, was to experience the service provided by clients of Firebelly Marketing as if I were a customer. For example, I attended lunch and dinner services at Cerulean, a restaurant in the Warehouse District of downtown Indianapolis. Unbeknownst to the staff, I recorded notes from my experience, and then created a mind map, which was presented to the owner and later to the rest of the staff.