PURPOSEFUL INNOVATION ROLLOUT

DRIVING IMPLEMENTATION USING CUSTOMER INPUT

At-A-Glance

Understand how mobile ordering changes restaurant dynamics.
Look into the new process and determine effects on the customer experience.
Conduct research to understand how to improve order fulfillment.

The Challenge

With the increase in mobile ordering putting pressure on meal assembly procedures, a leading fast-food restaurant chain wanted to validate the multiple elements of a new process and their impact on the overall customer experience. They partnered with The ExperienceBuilt Group to assess current operations, receive recommendations to improve efficiencies and optimize meal assembly for order fulfillment, and reassess post improvements.

The Experience Solution

1) In-Store Observation

The ExperienceBuilt Group field teams observed in-store operations nationwide, talking to customers and staff to evaluate the end-to-end process.

2) Customer Interviews

In-depth customer interviews provided nuanced data that was integrated into the overall feedback for the client.

3) Experience Audit Report

EBG delivered a comprehensive Experience Audit Report that included an assessment of current operations and improvement recommendations.

The EBG Impact

The ExperienceBuilt Group provided a Summary of Findings with detailed operational recommendations based upon customer perceptions of their overall restaurant experience, speed of service and order accuracy.