Make it better.
Kitchen systems, pain points.
Research and analysis included existing kitchen management systems (KMS), associate pain points, and a case for investment. We tested the hypothesis that a significant commitment to updating and rethinking the KMS would produce a significant return for Wawa across labor efficiency, spoilage and shrink, associate and customer satisfaction, and other financial KPIs.
Role: Experience Director, Researcher
Project approach.
A blueprint for the future.
Our KMS service blueprint uncovered four areas that warranted an in-context, deep-dive into how things work and where issues reside.
We created five process maps that align with our identified lenses: Order Routing, Ingredient Management, Customer Communication, Associate Display, and Real-time Data.
