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    Arushi Bhasin 22DM056

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    saksham.saxena24
    This document summarizes a design thinking project to redesign the customer experience at McDonald's. The key tasks identified are to leverage technology, provide a variety of healthy and unhealthy meal options, and enable easy ordering. The document then outlines McDonald's current customer experience, identifying pain points such as a lack of healthy options, WiFi, seating arrangements, and staffing. It proposes addressing functional, emotional, and life changing customer needs through improving quality, ambience, ease of use, and variety while maintaining affordability and quick service. Constraints and assumptions are listed, with a focus on expanding healthy options, improving the atmosphere, boosting internet access, and increasing skilled employee counts.

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    Arushi Bhasin 22DM056

    Uploaded by

    saksham.saxena24
    17 views8 pages
    This document summarizes a design thinking project to redesign the customer experience at McDonald's. The key tasks identified are to leverage technology, provide a variety of healthy and unhealthy meal options, and enable easy ordering. The document then outlines McDonald's current customer experience, identifying pain points such as a lack of healthy options, WiFi, seating arrangements, and staffing. It proposes addressing functional, emotional, and life changing customer needs through improving quality, ambience, ease of use, and variety while maintaining affordability and quick service. Constraints and assumptions are listed, with a focus on expanding healthy options, improving the atmosphere, boosting internet access, and increasing skilled employee counts.

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    This document summarizes a design thinking project to redesign the customer experience at McDonald's. The key tasks identified are to leverage technology, provide a variety of healthy and unhealthy meal options, and enable easy ordering. The document then outlines McDonald's current customer experience, identifying pain points such as a lack of healthy options, WiFi, seating arrangements, and staffing. It proposes addressing functional, emotional, and life changing customer needs through improving quality, ambience, ease of use, and variety while maintaining affordability and quick service. Constraints and assumptions are listed, with a focus on expanding healthy options, improving the atmosphere, boosting internet access, and increasing skilled employee counts.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    17 views8 pages

    Arushi Bhasin 22DM056

    Uploaded by

    saksham.saxena24
    This document summarizes a design thinking project to redesign the customer experience at McDonald's. The key tasks identified are to leverage technology, provide a variety of healthy and unhealthy meal options, and enable easy ordering. The document then outlines McDonald's current customer experience, identifying pain points such as a lack of healthy options, WiFi, seating arrangements, and staffing. It proposes addressing functional, emotional, and life changing customer needs through improving quality, ambience, ease of use, and variety while maintaining affordability and quick service. Constraints and assumptions are listed, with a focus on expanding healthy options, improving the atmosphere, boosting internet access, and increasing skilled employee counts.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    of 8

    Design Thinking

    Arushi Bhasin 22DM056


    Key Task : Redesigning the customer experience at a
    Quick Service Restaurant (McDonald’s)
    Unique ambience Wide variety of menu Exciting Offers
    Leveraging Technology Various types of meals
    Snacks and
    Beverages
    Easy Ordering
    Social Space Proper seating Socializing Space
    arrangements Payment Modes

    Less healthy food options Satisfy hunger


    Customer experience Availability of healthy alternatives No Wifi
    Adequate
    staffing Wifi Unavailability
    availability
    Making all items Lack of adequate staff
    available in menu
    Jobs to be done leveraging Bain Value
    Pyramid
    Functional jobs: Emotional jobs: Life changing jobs: Social impact:
    1. Quality and Tasty 1.Providing good 1.Easy and quick food 1.Interaction with
    food ambience availability friends and family
    2.Affordable pricing 2. Creating 2.Socializing place for
    3.Overall Customer relationships
    3.Comfort both informal and
    experience formal occasion
    4.Variety in menu 4.Improved aesthetics
    5.Ease in placing and 5.Hygienic and
    payment of order healthy food
    1.Overall customer
    experience 1.Quick service
    1.Suppliers 1.Selling of food & 1.Students
    2.Logistics beverages
    2.Quality food 2.Transparency in
    3.Digital Payment food preparation 2.Families
    Partners 3.Health alternatives
    4.Happy Meal Gift in food
    Partner Companies
    3.Working-Class
    people with less
    4.Variety in menu
    time
    5.Quick service
    1.Offline Indoor Stores
    1.Employees
    6.Celebration of 2.Online Food
    2.Restaurants occasions Delivery
    3.Drive through
    3.Logistics
    7.Payment modes Stores
    4.Inventory ease

    1.Rent and upkeep cost


    2.Employee salary 1.Sales of food & beverages
    3.Cost incurred from operations 2.Sales of packaged foods
    4.Payment gateway cost
    Infrastructure cost
    Constraints
    • Restaurant space availability
    • Hiring and retaining the staff
    • Change in customer expectations
    • Fixed working hours
    Key assumptions

    • Healthy food items will be added to the menu which will increase the
    target customer segment i.e. fitness enthusiast.
    • Making a new advanced atmosphere and a comfortable relaxing
    ambience for customers.
    • Better internet connectivity will help enhance overall customer
    experience and their retention at place.
    • Increasing the number of skilled employees will create operational
    excellence.
    THANK YOU

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