- 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 comprehensive solutions delivered exceptional results. Through in-depth consumer analysis, we identified emerging segments and crafted tailored strategies for engaging and delighting diverse customers.

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 process 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.

My Approach and Input

Pioneered a transformative service process innovation initiative within a restaurant chain, driving positive change and reimagining the way services are delivered to customers.
Guided cross-functional teams through dynamic design thinking sessions, fostering collaboration and leveraging diverse perspectives to uncover and address critical service delivery gaps.
Identified and recommended cutting-edge digital platforms and technologies to revolutionize both frontstage and backstage processes, optimizing efficiency and elevating the overall customer experience.
Implemented digital solutions to empower employees, equipping them with the tools and resources necessary to excel in their roles, enabling seamless service delivery and enhancing productivity.
Orchestrated a holistic approach to service design, seamlessly integrating digital advancements and streamlined processes to create a harmonious and memorable customer journey.
Conducted in-depth market research and customer analysis, unearthing emerging consumer segments and their unique needs and preferences, enabling tailored strategies and targeted marketing efforts.