Due to growing popularity and a significant increase in customer traffic, Chick-fil-A had an opportunity to innovate to meet the high customer demand while continuing the well-recognized high bar of customer service.
We partnered to design the “Store of the Future” experience, which is designed to drive increased throughput and efficiency while improving the overall guest and operator experience.
The 13-week engagement was a highly immersive effort, harnessing the power of rapid ideation and iteration via in-person simulations, tests, and virtual modeling demos to produce the ultimate future experience.
Chick-fil-A, one of America’s favorite quick-serve-restaurants, has a problem that other restaurants dream of having: they can’t fulfill orders for all their customers fast enough. They’re growing, and they’re growing quickly. In the last few years, Chick-fil-A has taken a spot as the third-largest quick-serve restaurant in the nation.
Their customer service is unlike any restaurant in their category, which is one of their differentiating factors. This high demand for excellent service and even better food causes an extremely long line and high wait times.
We will experience an even greater rate of technological advancement by 2025. Chick-fil-A must prepare to optimize its future revenue growth and expansion to stay ahead of changing customer expectations.
Key highlights included:
Reimagined the customer and store experience of the future
Designed self-serve kiosks across thousands of locations
Store footprint and flow designs
New cloud-native and mobile applications