QSR YOUR WAY
INDUSTRY
quick service restaurant
YEAR
2023
MY ROLE
service design specialist
MY RESPONSIBILITIES
Dscout creation and analysis, mindset development, concept ideation, concept visualization, journey development
DESIGN LENS
We used the 4Cs analysis to discover the global culture surrounding QSRs, understand customer expectations, assess the competitor landscape, and align with our client's objectives. This approach informed the strategic vision for personalization, which was then embodied in future experience concepts to actualize and enhance the personalized aspect.
THE CHALLENGE
Create experiences that align with customers' rising expectations for personalization while our client's mostly generalized offerings clash with evolving trends and diverse global attitudes towards data privacy.
OUR SOLUTIONS
Our solutions took shape of concepts, embodying the findings from research. These solutions were then transformed into a user-centric journey, providing insights into how the experience would take place. Lastly, we crafted a playbook to steer important discussions on data and technology, helping our clients in making informed decisions for future investments.
CONCEPTS
Developed concepts that take place in both the physical and digital space, aiming to bring personalization to life at multiple touchpoints throughout the customer experience
JOURNEY
We seamlessly connected various concepts to ensure that our design encompassed the end-to-end experience, strategically focusing on moments that matter for our customers.
PLAYBOOK
The playbook brought tangible data and technology requirements which later served to understand the investment requirements and inform future decisions on implementation
OUR IMPACT
Through life-centricity, we help the client continue developing their understanding of the customer beyond the transactional relationship, but become a more present and impactful part of their lives.
13 USE CASES
in the next stage of implementation
~$2.2 B
In incremental revenue by 2027