Casual Restaurant Industry
We worked with a casual restaurant and delivery food chain that wanted to grow their business but didn’t yet understand their customers, their lifestyles, or how they perceived the brand after 10 years in business. We also sought to learn why some customers had become less frequent.
After asking customers’ to complete a food diary and recording what they ate for two weeks, we dined with customers at several different restaurant chains including our client’s to understand the customer experience with dining in. Through these in-context interviews, we learned why our client’s brand fit and sometimes did not fit into customers’ everyday lives and routines.
We created a customer typology to help make brand communication more relevant, a customer experience map to show where our client’s service experience could be improved, and finally, we developed design criteria and generated new product and service concepts with the needs of customers’ in mind so our client could develop a business strategy for the next several years.