Client Ask
During the peak of COVID-19, guest behavior shifted rapidly from physical dining to digital ordering across web and mobile. While demand increased, the digital experience failed to keep pace.
Client Challenges
A 44% cart abandonment rate with the e-commerce websites and mobile apps.
Fragmented guest journeys across 10 brands.
Multiple digital vendors creating inconsistent experiences and operational friction.
Our Solution
4
Design thinking workshops
15
Usability sessions
9
Restaurant giants compared
1
Master Design System
12
Leadership listening sessions
10
Brands revamped
190k
Connected through employee platform
10
Brands revamped
7
Guest experience platforms revamped
15+
Enterprise systems integration
Business Impact
Digital ordering evolved into a core revenue channel across brands, supporting 15% of the total revenue growth of $13B from $160M.
A consistent, frictionless experience was established across web and mobile resulting in from 3% to 6% improvement in conversion rate.
Reduced platform design and development time by 30% through an unified design system, reusable component libraries, and AI-accelerated UI build, ensuring faster rollout across web and mobile.
Staff engagement and coordination increased 2X driven by centralized employee platform.
Strengthened omnichannel orchestration across digital platforms, contributing to a 45% increase in digital reach.
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