Team Member
- CASE STUDIES -
Brand Repositioning, Service Innovation, and Digital Transformation for Restaurant chain
Industry: Hospitality
Sensitive and privileged artefacts have been blurred for confidentiality reasons..
THE PROBLEM
- Untapped customer segment (Gen Z).
- Inconsistent service delivery across restaurant chain.
- Limited use of technology across service delivery processes.
Project Scope & Timeline:
Brand Repositioning:
Identify and target a younger demographic of mid-senior level corporate executives.
Service Innovation:
Operational fixes and end-to-end service delivery optimization.
Digital Transformation:
Recommend and integrate digital technology to improve delivery processes, employee efficiency and customer experience.
Duration: 8 Months
Identify and target a younger demographic of mid-senior level corporate executives.
Service Innovation:
Operational fixes and end-to-end service delivery optimization.
Digital Transformation:
Recommend and integrate digital technology to improve delivery processes, employee efficiency and customer experience.
Duration: 8 Months
DIGITAL TOOLS I USED: Figma, Slack, Adobe Illustrator and Photoshop, PowerPoint, Excel, Google Workspace.
Deliverables:
- Employee branding and training
- Online Ordering and Reservation System
- Standardized Top-level and Sub-level Service Blueprints
- Comprehensive Brand Strategy Digital Strategy With Roadmap
Impact:
- Strategic design implementation across physical and digital touchpoints.
- Rated #1 of 73 Reputable African Restaurants in Lagos on Trip Advisor for consistent service delivery.
- #7 of 256 Restaurants in Lagos Over 10K reviews with an average of 4.2/5 rating across all listing platforms.
DISCOVERY
- Brand audit across service touchpoints
- Current-state process flowchart
- Shadowing and contextual interviews
- Interviewed 47 stakeholders ( customers and employees)
- Analyzed over 500 themed online reviews.
DEFINE > DEVELOP
- Affinity Mapping > Persona Mapping > Current-state Process Flowcharts (Validated) > Journey Maps > User Stories
- SWOT Analysis
- Feasibility Study
DELIVERY
- Online Ordering and Reservation System
- Standardized Top-level and Sub-level Service Blueprints
- Comprehensive Brand Strategy
- Digital Strategy With Roadmap
Private Dining Booking Form During Pandemic Lockdown
