BRAND IDENTITY ASSESSMENT
Connecting Innovation with the Customer Experience
The Challenge
A year after unveiling a new brand identity, a restaurant / retailer began the process of remodeling its retail stores. The ExperienceBuilt Group was tasked with auditing the enhanced Customer experience including technology integration and overall updated look and feel.
The Experience Solution
EBG created and executed an Audience Intercept Plan designed to determine the perceived differences between the store formats, identify friction points and capture experience feedback. The data collection included Customer intercepts and brief interviews with team members and store owners.
The EBG Impact
EBG determined that Customers liked the new store layout. However, we uncovered Customer challenges with wayfinding and order flow; we delivered operational recommendations to reduce these friction points and improve the overall dine-in experience.
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