The Problem

I’m pretty sure one of the 10 Commandments is “Thou shall not eat cold fries.” In 2020, when everything went—you know, *gestures broadly at everything*—long lines at the drive-thru became another headache for customers. With a lack of awareness, customers figured if they placed a mobile order, their food would just sit out on the counter until they got there 🤷🏼‍♀️

The solution
 

Ready on arrival

Working with McDonald’s service designers, we helped McDonald’s optimize their mobile ordering and pick-up to make sure your Big Mac is hot and ready, on arrival 😎 We aimed to reduce complexity, meet expectations of fulfillment speed, and match customer expectations and best practices in the industry.