I was part of a team of students assigned to redesign the guest experience for a national chain of hamburger restaurants. One of the concerns expressed by company representatives was that their take-out system had serious flaws: guests were required to order and pick up their food in the bar area of each restaurant. This was a problem during peak bar hours and for guests who had small children with them.
After researching take-out systems for other restaurant chains, my solution was to create separate To-Go area with its own identity based on that of the restaurant. Guests would be able to phone in, order online or order at the To-Go counter. The separate entrance and waiting area would eliminate the need for the guests to fight their way through a crowded restaurant or bring their children into the bar. I also designed a timeline of the guest experience for presentation to company representatives.
