Wendy’s opened its first restaurant in Te Atatu in 1988. They now operate a chain of over 20 stores across the country. Founded in the US in 1969, Wendy’s overtook Burger King as the second-largest burger chain by overall sales in 2012.

The all new Wendy’s mobile app lets you unlock exclusive app-only offers. Deals such as buy-one-get-ones, discounts and other meal deals. Skip the queues, order from your phone and get food delivered to your table.

Looking to breathe new life into how customers used their applications, Wendy’s wanted to streamline the purchasing process by allowing customers to order via the Wendy’s app. In this way, shifting the focus from in-store over the counter sales to encouraging a remote mobile ordering solution.

To begin, we had to understand how the end user would navigate the app and how their interaction would communicate with Wendy’s existing systems.

We needed a user journey that helped users get comfortable using the app quickly. We also wanted a solution that could gather valuable customer information. The experience was designed to allow users to explore the menu without being forced to create an account from the outset. Once customers are ready to order, they are prompted with the benefits of creating a Wendy’s account.

We introduced a tab navigation to help Wendy’s customers move freely to different areas inside the application. This includes placing an order, browsing the menu, managing coupons and viewing favourite items.

To ensure freshness, Wendy’s only prepares the mobile order once/if the customer is in the store to pick it up. It was,, therefore,, essential to differentiate the process as a mobile kiosk rather than a mobile checkout. Because of this, the user’s active geolocation is required before their payment can be processed, and the order is sent to Wendy’s point-of-sales system.

On March 25, 2019, we pushed a soft release of the app and gained valuable feedback from a controlled group of users. From here, we made further enhancements before a wider release at the end of April 2019!

We were excited about the app launch, but we knew that the work had only just begun. We believe that the best products aren’t made at launch. We keep finding new ways to provide Wendy’s and their customers with increased value!

The application definitely changed the way people behaved around advanced ordering and drive-throughs. It prepared the business for the lockdowns and pandemic, where it was