June 30, 2025
Jack in the Box's Guest Experience Transformation
WWT partnered with Jack in the Box to transform the guest experience by implementing a modern POS system. Guests now enjoy faster service, greater customization, and consistent and effortless interactions.
— Jon Dorch, VP of Technical Product Management & UX Design, Jack in the Box
Guest experience, transformed
Jack in the Box set out to simplify every guest interaction. From mobile orders to drive-thru pickups, it wanted every step to feel faster, smarter and more personal. The goal was clear: Create consistency across all channels without adding friction.
With WWT as the chain's partner, that vision came to life through:
- Unified ordering across mobile, kiosk, in-store and delivery.
- Real-time sync between guest selections and kitchen workflows.
- Flexible ordering that lets guests personalize meals their way.
How we made it happen
Customers prefer speed, accuracy and personalization when they order. Jack in the Box recognized that its legacy systems were holding it back. The technology couldn't keep pace with evolving guest expectations or support digital channels at scale.
Jack in the Box needed a partner who could modernize its point-of-sale system across 2,200 locations while keeping the customer journey front and center.
Together, we made it possible through:
- Strategic roadmap creation and consultative POS rollout planning.
- Guidance on building cross-functional collaboration across various stakeholders to ensure alignment and manage expectations throughout the process.
- Deep expertise in leading technologies and complex multi-vendor integrations in the retail and quick-serve restaurant industry, including Qu and Cisco Meraki — Jack in the Box's selected POS system and network provider.
- End-to-end supply chain and implementation services, including procurement, forecasting, material planning, warehousing, configuration, delivery logistics and implementation.
Outcomes
- Simpler customer experiences across every ordering touchpoint
- Consistent service, regardless of location or device
- Smarter personalization that increases satisfaction and drives sales
- A foundation built to evolve with customer expectations
— Brandon Burk, VP of Software Architecture & Engineering, Jack in the Box