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PROJECT BRIEF

  • Plot out the average Potbelly Customer Journey

  • Develop quick, easy-to-test, and easy-to-pilot ways of generating uplift in fountain beverage consumption. 

Client: Potbelly

Role: Senior Designer

Year: 2017

 

Customer Journey

In order to find opportunities to uplift beverages to the customer, there needed to be an understanding of the typical journey a customer goes through when interacting with a Potbelly’s restaurant.

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Concepts

Once the customer journey had been established, concepts were developed and plotted across the customer journey.

 

Communication Emphasis

Focuses primarily on using communication tools (signage, messaging, displays) to overcome awareness challenges and integrate fountain choice into the customer journey. 

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Cup First

Shift the fountain drink cup to the beverage decision making point, making it tangible at moments of choice and commitment. Provide the customer with a tangible option for fountain drinks at an earlier point in the Potbelly journey.

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Embrace Fountain

Leverage the idea of fountain, not as dispensing mechanism or delivery method, but as something that enhances the brand experience. Link it to the menu and move to the forefront of customer engagement. 

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