Embedding seamless service
Delivering the next-gen restaurant experience across Panera Bread’s chain of bakery-cafés across the US and Canada.
Overview
Panera Bread was faced with the business challenge of reducing line length and transaction friction inside their cafés. They knew technology could be an answer, but they needed a partner that could deliver unparalleled and dependable digital experiences. User research, strategy, and complete tech evaluations transformed the mobile ordering experience with a ground up refresh of the Panera mobile app and mobile ordering kiosks in store.
Challenge
Delivering unparalleled digital experiences
Panera knew that they had to address the challenge of reducing line length and transaction friction inside their bakery-cafés. They also knew that the answer lay with technology. They needed a partner who could deliver unparalleled yet dependable digital experiences.
Approach
Expertise for every requirement
We believe in the transformative power of technology. Instead of looking at Panera’s challenge as the tactical implementation of a few line-busting kiosks, we saw a strategic opportunity to shift the way consumers engage with quick service brands.
To do this successfully we drew from every well of WWT Digital’s expertise: Our deep roots in hardware distribution integration and R&D, our innovative software development capabilities and our core competency as a strategic digital advisory. The result was a 360-degree approach and, yes, a five-star consumer-rated kiosk experience.
We utilized a variety of our skill sets:
- Research and insights
- Design
- Development and integration
Our approach encompassed some of our key focus areas and solutions:
- Store transformation
- Omni-channel integrity
- Ecommerce evolution
Outcome
Addressing every opportunity
Placing the consumer experience at the heart of our strategies, we transformed insight into action and, ultimately, evolved the very nature of QSR category expectations. Starting with transforming mobile and kiosk applications through human-centered design and agile development, our final end-to-end solution delivery encompassed:
- Defining core customer trends/personas
- Creating an omni-channel release strategy
- Re-implementing consumer-facing iOS app
- Building a greenfield, companion Android app
- Re-implementation self-service iPad kiosk app
- Implemented early adoption: Watch, Pay, Touch ID, Health Kit
- Designed and implemented café WiFi splash pages
- Deployed wireless, kiosk and POS technology across 2,000 stores
Re-Inventing the Corner Deli
