Chick-fil-A

Real Time Recovery

While expanding the digital refund services for CFA app and online orders, a unique opportunity to provide real time solutions for curbside users was uncovered. Curbside is a strictly mobile order fulfillment type for Chick-fil-A, where users are parked on the restaurant lot while they wait for their order. After user research and testing AKQA found that these users are more willing to wait for an order to be corrected before they leave compared to other Chick-fil-A fulfillment types such as drive-thru. AKQA was tasked with creating a design solution for real time recovery. I worked as the Design Lead on the project along with a Project Manager, Sr UX Director, And Product Manager.

Decision Tree

We started off the process by creating a decision tree for the experience to verify requirements and find any pain points or potential errors in the process

Design and Iteration

After initial rounds of the decision tree and key entry points had been decided on, we moved on to start design explorations for the main entry points. From there we utilized usertesting.com to learn and iterate on designs and copy. Throughout the project we would iterate on design, based on stakeholder and tech feedback to truly be an agile team.

Design and Pivot

Like any project we had to shift and pivot a lot based on technical capabilities. After 4 sprints we landed on a lean MVP that we were going to launch with and a phase 2 with enhanced capabilities. After some more technical discoveries we had to pivot again with a big shift in requirements that changed the focus from food item recovery to sauce recovery for MVP. Utilizing the existing design framework we built, we were able to quickly update the file.

Password: Chicken1