THE PROBLEM
For years food delivery was confined to mainly pizza. Today, food delivery has exploded to cover everything from fast food to groceries. Many third-party services have popped up to provide food delivery from restaurants, large and small. The problem becomes the lack of control of food safety, quality, customer interaction, and the overall experience. Chick-Fil-A recently began a nationwide delivery roll-out, and with legendary customer service, Chick-Fil-A wants to provide the very best delivery experience. This would not be possible using a third-party delivery service. With all this in mind, how do you create a food delivery carrier, worthy of Chick-Fil-A?
THE SOLUTION
Creating the solution starts by understanding the delivery process and the many unique challenges for situations like home delivery, apartment access, urban environments, traffic difficulties, time constraints, weather variability, food safety, and many others. After many ride-alongs across multiple Chick-Fil-A restaurants around the country, a detailed set of design criteria was developed to target our development.
After rounds of concept generation and prototype testing, a few solutions were developed to fit the unique needs of each restaurant. A large combo-bag with separate chambers for hot and cold items that incorporates a built-in heating pad and cold pack was developed for larger orders. For smaller orders, a separate hot or cold compact/lighter carrier is available. This allows the delivery person to be very nimble from start to finish and allow for easy scooter or walking deliveries. The insulation level provides great food integrity over the delivery duration while not adding unnecessary weight. Working with the internal brand team, the carrier’s CMF specifications meet all the standards of Chick-Fil-A and provides a striking brand statement.
THE RESULT
The expansion of Chick-Fil-A delivery has shown the necessity of having right-sized delivery carrier solutions for rapid adaptability. Now the delivery team can bring Chick-Fil-A food to its own customers outside of the restaurant while not having to rely on a third party delivery service with lower standards.
The carrier also expands the reach of delivery advertising with the unique branding.
The new delivery carrier certainly aids in providing the exceptional customer experience people have come to expect from Chick-Fil-A.
