greendot
The project description
F&B Services
Greendot
Founded in 2011 with a stall in Temasek Polytechnic, the company’s mission is to make nutritious meat-free meals simple, accessible and affordable. Greendot aims to modernise and revolutionised the vegetarian industry by offering a greener, healthier and more convenient alternative to conventional fast food. Since then, Greendot has grown from a stall with 4 employees in 2011 to over 150 employees in 12 outlets.
THE PROBLEM
Addressing key customer needs and operational gaps to enhance customer experience at one of its outlet.
SPECIFICALLY
Improve service delivery time for its shared queue for bento and non-bento items; increase customer awareness of its brand story which aims to inspire and motivate customers to go meat-free. Heighten customer engagement at the outlet.
Why analysis, Observations, Customer Journey Map
Consolidated findings Internal and External Observations
‘How Might We’ statements to define the problem
How might we let customers have a fast, clear and simple queueing and ordering process?
How might we help our customers feel more engaged and aware of our brand at different stages?
Brainstormed solutions through ideation exercise and assess the impact on their staff and identified potential job redesign opportunities.
IMPLEMENTED
- Customers self-ordering through mobile phones
- Sale of retail, frozen dim sim, and ready-to-eat products via a Retail/Experiential Corner
- Job redesign of Runner and Attendant roles to become Service Ambassadors
service delivery time
in cashier man hours
revenue stream