Cindy’s Kitchen is looking to increase sales and improve operational efficiency by upgrading their outdated mobile application.

• The chain was one of the first pioneers to develop a mobile app for ordering food but has been complacent in updating the app and implementing new functionality.
• Noted pain points include the mobile app frequently freezing and the in-store experience lacking technology-enabled processes, besides a Point of Sales system. Additionally:
  • The employees have not been trained on the app functionality, so they can’t help customers troubleshoot.
  • Kitchen staff are unable to systematically trace orders from the mobile app vs. in-store ordering, which makes it difficult to find the root cause of incorrect orders.
  • Customers often complain that they have to re-order in person because the app crashed.
• The app rating has fallen from 5 stars to 3.5 in the past four months, but management has limited insight as to why.
• The executives are looking for solutions that improve customer satisfaction and ultimately increase customers’ frequency of visits and provide cost savings through measurable return on investment.

Additional Context:

• App development is managed in-house.
• The app tends to crash during the hours of 11:30 a.m. - 1:00 p.m.
• The current app provides functionality that includes:
  • In-app ordering/catering,
  • Nutritional information, and
  • Seasonal item(s) promotions.

Cindy’s Kitchen has hired Deloitte to conduct an assessment and identify a mobile app redesign strategy to improve user experience. The executives have asked Deloitte to move quickly help find a way to resolve this business challenge. Within the next two months, they are looking to release an updated app for iOS and Android that keeps up with consumer demand standards.