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Results

By seamlessly integrating the middleware built by FUZZ with multiple backend systems, we achieved an intuitive and easy-to-understand UX. When we conducted a beta test of the ordering flow through a major app testing company, we received praise for the simplified process. We were also able to provide Shake Shack's ideal customer experience (CX) in terms of design by expressing layouts and visuals appropriate to the brand image at each user touchpoint. In the model case store, we were able to reduce labor costs and increase the customer unit price by 15%. We are continuing to make improvements and aim to expand the service.

", "servicesUsed": [ "Service Design", "Digital Product Design", "Digital Product Development" ], "content": "

Challenges

Shake Shack's commitment was to create a digital tool that makes ordering food and drinks easier than ever, while maintaining their established brand power and service quality. In other words, the challenge was to ensure that the unique Shake Shack brand experience was present in every interaction throughout the entire digital ecosystem.

Solutions

We analyzed the customer experience (CX) at every stage in the store, from ordering to picking up the product at the counter. The results were used to design for shorter order wait times and to eliminate frustration and confusion. We then developed kiosk terminals that could streamline in-store ordering without compromising service quality or sales, and implemented continuous analysis and regular improvements. In addition to providing a smooth ordering process, we enabled cross-selling and up-selling opportunities through recommendation features, and service delivery tailored to customer engagement.

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