User Experience Design at Chick-fil-A

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#UXDxCFA @JohnWeatherford

User Experience Design at

Chick-fil-A

John Weatherford New Media Institute Grady College of Journalism and Mass Communication University of Georgia

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TEDxUGA Friday, March 18

1-5pm TEDxUGA.com

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NMI SLAM Saturday, May 7

mynmi.net/slamrsvp

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Partner with us Hire our students

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Attractive interior design Clean Smells nice Order taken at table Placemats on high chairs Check-in during meal Offer to take a tray

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More than a meal, it’s an experience.

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It’s the experience that matters. Great experiences are designed.

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Design

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DesignStudied Planning + Empathy

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Interior Design

Automotive Design

Urban Design

Image sources: https://www.flickr.com/photos/netphotography/2694445766/, https://www.flickr.com/photos/27620885@N02/4476897436/, and https://www.flickr.com/photos/44580780@N05/5047123504/

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Even more than its food, Chick-fil-A’s customer experience is its great strength.

Customer Experience Design

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Mobile

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Source: http://ben-evans.com/benedictevans/2015/6/19/presentation-mobile-is-eating-the-world

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“Mobile is eating the world”

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Mobile is becoming inextricably integrated into every facet of life.

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Interior Design

Automotive Design

Urban Design

Image sources: http://intl.target.com/p/nest-learning-thermostat-3rd-generation/-/A-49163945, https://www.teslamotors.com/blog/summon-your-tesla-your-phone, and http://www.govtech.com/fs/California-Cities-Turn-to-Internet-of-Things-to-Solve-Parking-Traffic-Problems.html

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It’s not interior design + mobile automotive design + mobile urban design + mobile

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It’s just interior design automotive design urban design

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It’s not restaurant + mobile

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It’s just a single, integrated restaurant experience

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At Chick-fil-A, it’s everyone’s job to care about creating a great customer experience.

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At Chick-fil-A, it’s everyone’s job to care about creating a great customer experience.

It must become everyone’s job to care about creating a great mobile customer experience.

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Mobile Customer Experience

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Mobile Customer Experience =

User Experience Design

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People who use digital products = Users

User Experience Design

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Good design is often invisible

Principles and Practices

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Good design is often invisible Learn to look


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Source: http://littlebigdetails.com/post/115120135930/yahoo-weather-screen-corners-frost-over-when

Little Big DetailsYahoo WeatherScreen corners frost over

when the current temperature

is very cold

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Little Big DetailsChick-fil-ALaunch screen changes based

on time of day

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Little Big DetailsChick-fil-A(And is closed on Sunday,

of course)

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Good design is often invisible Learn to look No annoyance is too small


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#UXDxCFA @JohnWeatherfordSource: http://littlebigdetails.com/post/132085413229/google-maps-youll-get-a-notification-if-your

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Good design is often invisible Learn to look No annoyance is too small Aim for surprise and delight


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Good design is often invisible Learn to look Aim for surprise and delight No annoyance is too small Imagine the person behind the screen


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Source: https://www.youtube.com/watch?v=3Sk7cOqB9Dk

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Good design is often invisible Learn to look Aim for surprise and delight No annoyance is too small Imagine the person behind the screen Make sharing feedback simple, fast, fun, and valued


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Let’s Practice

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Chick-fil-A’s digital

Opportunity

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Chick-fil-A is already an industry-leading design company.

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Source: http://inside.chick-fil-a.com/diner-to-drive-thru-chick-fil-a-through-the-years/

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Chick-fil-A must extend its design expertise into mobile / digital.


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Everyone at Chick-fil-A must embrace the importance of UXD.

Chick-fil-A must extend its design expertise into mobile / digital.


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User Experience Design at

Chick-fil-A

John Weatherford New Media Institute Grady College of Journalism and Mass Communication University of Georgia

User Experience Design at Chick-fil-A

Design

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