McDonald's Partners with GlobalLogic to Enhance Customer Experience through Omnichannel Solutions
Customer Company Size
Large Corporate
Country
- Australia
- China
- United Kingdom
- United States
Product
- Omnichannel Restaurant Solution
- Global Digital Design System
Tech Stack
- Self-generated
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
Technology Category
- Platform as a Service (PaaS) - Application Development Platforms
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Food & Beverage
Applicable Functions
- Sales & Marketing
- Business Operation
Services
- Software Design & Engineering Services
- System Integration
About The Customer
McDonald's is the world's largest restaurant chain, with over 38,000 locations in 10 countries, serving 68 million customers daily. Known for its iconic brand, McDonald's has a significant global presence and is a leader in the fast-food industry. The company is committed to enhancing its customer experience by leveraging digital solutions and innovative design strategies. With a focus on customer satisfaction and operational efficiency, McDonald's aims to maintain its position as a market leader while adapting to changing consumer preferences and technological advancements.
The Challenge
McDonald's, the world's largest restaurant chain, faced the challenge of transforming its customer experience to be more globally connected, locally relevant, and convenient. The company needed to redefine the customer journey and integrate various digital touchpoints to create a consistent and coherent experience. This required a shift from traditional marketing research to a more user-focused design approach, involving rapid iteration and prototyping to better understand and serve customer behaviors.
The Solution
GlobalLogic's strategic design arm, Method, partnered with McDonald's to develop an omnichannel restaurant solution. This involved creating a global digital design system to ensure a consistent experience across all touchpoints, including mobile apps, web, in-store kiosks, and digital menu boards. Method established frameworks to guide decision-making and align internal teams around the digital ambition. The shift from a fragmented design language to a coherent global expression of the McDonald's brand was achieved through a global design toolkit. Method also conducted extensive research across multiple markets to identify opportunities for enhancing the customer experience.
Operational Impact
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