Restaurant Services, Inc. (RSI), is the supply chain manager for the BURGER KING® system and the exclusive purchasing agent for most products and distribution services used by RSI's members – BURGER KING® restaurant owners in the United States.
Trianz Digital Studio worked with the client across four phases. This phased approach ensures that our team has all the information it needs to provide targeted support to the client at each stage.
To begin, Digital Studio worked with RSI on the following:
Our team identified franchisee-facing applications and checked the app selection alignment.
The communication platforms capabilities were assessed via 20x stakeholder interviews, and 10x application demos—alongside a communications platform readout.
Further research identified high-level usability problems in the current system state.
Competitor exploration elucidated gaps in RSI’s own technical capabilities.
An in-depth audit of the user experience (UX) took place across TimZone (Tim Hortons), BK gateway (Burger King), and PLK Scoop (Popeyes) franchisee portals.
High-level feature research took place relating to asset, project, and construction management tools used by restaurant owners.
A high-level UX audit took place across Lucernex and Smartsheet system apps.
Multiple concept design iterations were made and presented to stakeholders.
At the end of this stage, Digital Studio offered a final report alongside initial recommendations to RSI.
For the 20x stakeholder interviews, Digital Studio focused on:
Capturing user pain points through interview research with internal and external stakeholders
Exploring critical usability issues on the communications platform, specific to each franchisee type
Our team conducted 10x application demos to:
Develop a holistic understanding of the high-level RBI application landscape
Perform deep-dive sessions relating to communication, site development, and financial applications used by restaurant owners
Explore and understand the intranet landscape
Understand which quick-service-restaurant (QSR) apps and technologies are used in the wider industry
Compare RSI technology capabilities versus competitors, and explore out-of-the-box solutions
Franchisees Have Differing Needs
There is a lack of category-based structuring of information.
Franchisees cannot quickly find important or urgent information relating to their operations.
Franchisees are Lost in the Communications Portal
There is a lack of documentation content targeting and formatting.
Franchisees struggle to digest complex documentation.
Multiple content sources lead to confusion and misinformation.
Franchisees cannot access training or onboarding.
Restaurant staff lack the skills to use tools and perform processes.
Many franchisees opt for self-discovery, which takes significant time and effort.
The communications team struggles to control content and how its presented to users in the Jive platform.
A lack of site analytics means the communications team cannot gather feedback to continuously improve published content.
Read notifications and follow-up markers are not present.
Workflows should be optimized based on the user end goal, while leveraging the latest engineering capabilities.
Core features and frequently used jobs-to-be-done should be more prominent in the UI design, with the addition of user personalization.
Transitioning to plain language and a content strategy will remove guess work and improve application usability.
The user should be able to intuitively follow steps in a process.
The product should follow modern design patterns and UX design principles.
The UX should be scalable to external users outside of the initial user base.
Create and deploy multi-generational experiences, suitable for Gen Z and Baby Boomers.
Design a clean layout with an optimal information density on-page.
Use modern colors, typography, and UI elements to enhance the experience.
Create contextual, dynamic UI components that improve user engagement and system interactivity.
Utilize motion and storytelling to cultivate a product with personality, to the benefit of the franchisee and its employees.
Consolidate individual billing, invoicing, payment, disputes, and receipts portals into an all-in-one portal.
Centralized access to all of the above features will give a holistic, 360-degree operational view to franchisees.
Unify the user experience (UX) to drastically reduce the learning curve, by reducing five standalone apps into one integrated solution.
It takes 8 to 18 months to perform site development.
Some franchisees have multiple simultaneous site developments in progress, depending on expansion agreements with RSI.
Documents, drawings, paperwork, and contracts are hard to track.
Version control is missing, meaning outdated documentation often appears to franchisees in the portal.
These problems would be overcome with an upgraded documentation management system (DMS), alongside the addition of site development tracker functions.
Digital Studio implemented the following technology solutions to help the German client reach its goals:
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