19 Feb Nando’s
We had to create an experience that blurred service models to convert a traditionally stronger take-away location.
The Nando’s Blackheath flagship was undertaken as an experiment to help drive conversion from take-away to sit-down eating.
We had to create an experience that blurred these service models to convert a traditionally stronger take-away location. This was also an opportunity to help bring the Nando’s spirit of generosity to take-away. The key shift was to break down learnt behaviour and disrupt all the touch-points one associates with take-away. A host station at the entrance would immediately distinguish between eat-in and take-home guests. The menu bulkheads were removed in favour of counter top menus. An all new operational service model was developed that would allow customers to sit at a take-away ‘bar’. The overall take-away experience, seating and atmosphere was greatly enhanced to be less transactional and more personal.
The sit-down experience was equally enhanced, with new menu offerings atmosphere – lighting to match. The bag hanging hooks on the table was another detail to help offer that something extra, in true Nando’s fashion. Early results have already shown a tremendous like-on-like growth in sit-down; up over 20%.