Unified CommerceRetailSoftware DevelopmentCustomer ExperienceDigital
Case Study • • 2 minute read

Embedding Seamless Service at Panera Bread

WWT delivered next-gen restaurant experience for the industry leader in fast casual dining, working from strategy to execution to shift the way consumers engage with the Panera brand and its chain of bakery-cafés across the United States and Canada.

In this case study

  1. Challenge: Deliver unparalleled digital experiences
  2. Approach: Address strategy and execution across digital and physical
  3. How we did it

 Challenge: Deliver unparalleled digital experiences

Panera knew that they had to address the challenge of reducing line length and transaction friction inside their bakery-cafés. They also knew that the answer lay with technology. They needed a partner who could deliver unparalleled yet dependable digital experiences.
 

 Approach: Address strategy and execution across digital and physical

We believe in the transformative power of technology. Instead of looking at Panera's challenge as the tactical implementation of a few line-busting kiosks, we saw a strategic opportunity to shift the way consumers engage with quick-service brands.

To do this successfully we drew from every well of WWT Digital's expertise: Our deep roots in hardware distribution integration and R&D, our innovative software development capabilities and our core competency as a strategic digital advisor. The result was a 360-degree approach and, yes, a five-star consumer-rated kiosk experience.

We utilized a variety of our skill sets:

  • Research and insights
  • Design
  • Development and integration

Our approach encompassed some of our key focus areas and solutions:

  • Store transformation
  • Omni-channel integrity
  • Evolution of in-store, mobile app and website commerce to unified commerce

 

 How we did it

Placing the consumer experience at the heart of our strategies, we transformed insight into action and, ultimately, evolved the very nature of QSR category expectations. Starting with transforming mobile and kiosk applications through human-centered design and agile development, our final end-to-end solution delivery encompassed:

  • Defining core customer trends/personas
  • Creating an omnichannel release strategy
  • Re-implementing consumer-facing iOS app
  • Building a greenfield, companion Android app
  • Re-implementation of self-service iPad kiosk app
  • Implemented early adoption: Watch, Pay, Touch ID, Health Kit
  • Designed and implemented café WiFi splash pages
  • Deployed wireless, kiosk and POS technology across 2,000 stores

 

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