A diverse team from Accenture and the QSR’s organization allowed the work to be well-rounded. The restaurant's focus is on team members who embody compassion and kindness and the team Accenture provided matched the brand, making it possible to deliver results while enjoying the process.
The team created quickly, generating new concepts and ideas through multiple exercises. During the engagement, the team ran four in-person simulations with guests and team members to determine perception, invited more than 75 guests to experience the new ideas in person and give their reactions, took seven surveys to gauge reactions and expectations, engaged more than 12 team members in intently reimagining the future of the drive-thru process and received feedback and guidance on concepts from 57 providers.
With feedback captured through simulations, the effect of new designs on each micro-moment of the ordering, delivery and dining experience could be determined to help create the perfect customer journey.