As a part of the global QSR chain, local Subway (yes, the Subway with the sandwiches) franchise owner came to us with a need for a mobile app which would allow his customers to order their favourite sandwiches in-advance to pick them up in the restaurant.
Lockdown crisis
In time of the lockdown crisis, people couldn’t eat in the restaurants as they did before. The user experience wasn’t the same. And user experience is what Subway is all about. So how to offer the same (or at least a similar) user experience of building your own sandwich from scratch to people if they could not come to the restaurant?
Not only that, the local franchise owner wanted to elevate the app by offering a simple and efficient loyalty program, where users would be rewarded for their purchases. How to set up the whole loyalty program and keep it simple for the customers? How to keep the processes simple for the in-restaurant staff?
Loyalty matters
We developed the UX and UI design from scratch, embedded a simple ordering system and created the necessary elements for a loyalty program to work as it should.
The ordering system resembled the ordering process which Subway offers to the customers in restaurants. First a customer chooses their favourite bread, then the base of the sandwich, the cheese, vegetables and toppings in the end. The user experience came as close as it could.
The in-restaurant staff was then notified to prepare the sandwich and set the expected time of preparation, which allowed the customer to come by the restaurant for a curb-side pickup when the order was ready, which erased the waiting lines.
When picking up the order, each user was asked to scan their unique QR code which would confirm their purchase and thus reward them for their loyalty.
Results
Local Subway restaurants were able to maintain a high level of sales even during the lockdown and made sure their most loyal customers could still order their favourite subs and still felt safe doing so. Post-lockdown period showed that the loyalty program was efficient with many customers being rewarded for their ongoing visits.
Calda made sure that the process was quick and efficient, which was of utmost importance to me.
As a part of the global QSR chain, local Subway (yes, the Subway with the sandwiches) franchise owner came to us with a need for a mobile app which would allow his customers to order their favourite sandwiches in-advance to pick them up in the restaurant.
Lockdown crisis
In time of the lockdown crisis, people couldn’t eat in the restaurants as they did before. The user experience wasn’t the same. And user experience is what Subway is all about. So how to offer the same (or at least a similar) user experience of building your own sandwich from scratch to people if they could not come to the restaurant?
Not only that, the local franchise owner wanted to elevate the app by offering a simple and efficient loyalty program, where users would be rewarded for their purchases. How to set up the whole loyalty program and keep it simple for the customers? How to keep the processes simple for the in-restaurant staff?
Loyalty matters
We developed the UX and UI design from scratch, embedded a simple ordering system and created the necessary elements for a loyalty program to work as it should.
The ordering system resembled the ordering process which Subway offers to the customers in restaurants. First a customer chooses their favourite bread, then the base of the sandwich, the cheese, vegetables and toppings in the end. The user experience came as close as it could.
The in-restaurant staff was then notified to prepare the sandwich and set the expected time of preparation, which allowed the customer to come by the restaurant for a curb-side pickup when the order was ready, which erased the waiting lines.
When picking up the order, each user was asked to scan their unique QR code which would confirm their purchase and thus reward them for their loyalty.
Results
Local Subway restaurants were able to maintain a high level of sales even during the lockdown and made sure their most loyal customers could still order their favourite subs and still felt safe doing so. Post-lockdown period showed that the loyalty program was efficient with many customers being rewarded for their ongoing visits.
