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Case studies:

Jersey Mike’s Subs

Making everything intuitively easy

Eliminating friction points and elevating both customer experiences and sales across Jersey Mike’s franchises.

Making everything intuitively easy
Making everything intuitively easy
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Challenge

Ensuring every experience is seamless

Jersey Mike’s wanted to create an intuitive experience that worked seamlessly for every customer, while also embodying the brand’s culture of quality and authenticity. Grab and go. Stay and savor. Catering. Every aspect needed to meet evolving customer needs. They wanted frictionless, fast, anywhere, anytime experiences. They also wanted to sell more subs.

Outcome

Speeding customer satisfaction

By working and watching in store, we got to understand both customer and employee needs. We identified the friction points of every journey. We overcame them by researching and designing a best-in-class mobile app for customers. Plus simple and streamlined tools for employees. By continuing to iterate based on analytics, we’re getting customers to their favorite subs faster than ever.

After five months and over one million orders, Jersey Mike’s now own their customer journey like never before. The new mobile app brings the branded charm of the company’s Jersey Shore roots to life. Revolving around customers’ needs. Surprising and delighting with rewards. Jersey Mike’s now knows customers even better. And as it grows, the app continues to remove friction and improve usability with new features. We’re keeping customers coming back again and again for the Sub Above.

See how we did it

Approach

Seeing solutions with focused expertise

Quick serve restaurants have strong competition for customers’ attention with the advent of on-demand delivery, the speed of Amazon, and third-party ordering. To keep pace requires a keen understanding of back-end optimizations and their impact on customer experience.

Our approach encompassed some of our key focus areas and solutions:

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