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Team Member


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


Define & Ideate



Ranked #1 out of 73 restaurants on TripAdvisor in 2020 following project completion

25% increase in online positive reviews in 2020 after changes implemented

Boosted CSAT scores by 36% from pre-project baselines