- CASE STUDIES -

Innovating Service Processes to Delight Customers and Boost Business for a Restaurant Chain

Industry: Hospitality

Sensitive and privileged artefacts have been blurred for confidentiality reasons..

Project Overview

Our team led a dynamic service design initiative to revolutionize service delivery in a prominent restaurant chain. Using a collaborative approach and design thinking principles, we addressed critical gaps in the process, leveraging innovative digital platforms to optimize frontstage and backstage operations. By enhancing employee efficiency and elevating the customer experience, our service design engagement delivered a 36% increase in customer satisfaction scores along with a 25% rise in positive online reviews in 2020. The restaurant ranked #1 amongst 73 African restaurants in Lagos on TripAdvisor at the time.

DIGITAL TOOLS I USED: Figma, Slack, Adobe Illustrator and Photoshop, PowerPoint, Excel, Google Workspace.

Business Challenge

The restaurant sought to keep pace with changing consumer dining preferences and expectations. However, some manual back-end processes and lack of digital customer engagement platforms posed challenges - leading to instances of operational confusion, order delays and inhibiting optimal customer experiences. There was opportunity to transform dated offerings and workflows with integrated technology and staff empowerment. The goal was to delight patrons, regain competitive edge through consistent services and mimic the success of newer dining chains.