| Chick-fil-A |
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Chick-fil-A is the second largest quick-service chicken restaurant chain in the United States
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Chick-fil-A enjoys a passionate following of loyal customers
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Engaged Point Forward to feed their innovation funnel with breakthrough ideas for a an even more memorable customer experience
- Fieldwork discoveries led to new customer experience imperatives for menu board design, drive-thru re-engineering, packaging, and service design
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Fast food plus
Many people would be surprised to know that Chick-fil-A is the second largest quick-service chicken restaurant chain in the United States . Throughout the South, Chick-fil-A enjoys a passionate following of loyal customers, won by their boneless breast of chicken sandwich and polite, friendly service. Chick-fil-A engaged Point Forward to feed their innovation funnel with breakthrough ideas for a more memorable customer experience. Using ethnography to inform and load company creativity, Point Forward contributed to a number of programs, ranging from focused and tactical to broad and strategic. Inspired by fieldwork discoveries, Point Forward's design imperatives and prototypes impact Chick-fil-A's customer experience by sustaining industry-leading hospitality through personal connection and genuinely fresh food, while maintaining high levels of throughput. New customer experience imperatives now direct Chick-fil-A's menu board design, drive thru re-engineering, packaging, and service design. |
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