Digitized the Daily Works Inside Yum! Restaurants

KFC Connect Superapp is designed to streamline operations for restaurant managers at KFC, Pizza Hut, and Taco Bell.

Goal

In 2023, Yum! wanted to reduce operational inefficiencies by 30-50%, lower audit costs, and improve overall business performance by 25% across multiple locations.

Research

For stakeholders, I conducted offline workshops to collect business insights from UAE, UK, US, Asia market. For restaurant managers,  I conducted online interview/ Visit Restaurant. 

Each participant completes the questionnaire on their experience privately. Each session will last 45 to 50 minutes.

Pain points

Tracking Operational Processes  
The company struggled to monitor and manage the operational processes across multiple locations, making it difficult to ensure consistency and compliance.
Auditor Challenges  
Auditors found it challenging to review and verify processes due to the decentralized, paper-based system, which caused them to spend more time at the restaurant to check all categories, ultimately leading to increased costs.
Centralizing Updates  
There was a lack of a unified platform to disseminate updates and new policies, making it difficult to ensure all locations were up-to-date.

Excessive Paperwork  
Employees were required to fill out numerous forms and reports, leading to inefficiencies and errors.
Inconsistent Operations 
Many processes were handled manually, causing delays and inconsistencies in service delivery.
Ineffective Communication 
There was a lack of clear and efficient communication channels between employees and higher management, leading to misunderstandings and delays in implementing changes.

This is how the back of house of a Yum! restaurant looks like

Design solutions

This is the user flow of Dynamic Routine. I used this to discuss with stakeholders and define the steps, number of screens or where the edge cases might come from