TRANSFORMING A RESTAURANT BUSINESS
| Title | TRANSFORMING A RESTAURANT BUSINESS |
| Brand | PANINI INTERNAZIONALE |
| Product/Service | PANINI INTERNAZIONALE |
| Category |
D01. Strategic Transformation |
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Entrant
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BBH STOCKHOLM, SWEDEN
|
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Idea Creation
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BBH STOCKHOLM, SWEDEN
|
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Production
|
BBH STOCKHOLM, SWEDEN
|
Credits
| Patrik Danielsson |
BBH Stockholm |
Chief Experience Officer |
| André Wiklert |
BBH Stockholm |
Design Director |
| Richard Hedberg |
BBH Stockholm |
Senior Designer |
| Adam Lindfors |
BBH Stockholm |
Designer |
| Timmy Jonsson |
BBH Stockholm |
Android Developer |
| Jonas Johansson |
BBH Stockholm |
iOS Lead Developer |
| Malin Gundmark |
BBH Stockholm |
Project Manager |
| Kim Wijk |
BBH Stockholm |
Technology Lead |
| Andreas Palmér |
BBH Stockholm |
UX Lead |
| Lars Englund |
BBH Stockholm |
UX Designer |
| Teo Ohlsson |
BBH Stockholm |
Quality Assurance |
| Andrea Winkler |
BBH Stockholm |
Project Manager |
| Petro Saganov |
BBH Stockholm |
Backend Developer |
| Niclas Hjalmarsson |
BBH Stockholm |
Android Developer |
| Johannes Svensson |
BBH Stockholm |
Android Lead Developer |
| Erik Agrell |
BBH Stockholm |
Technology Director |
| Serhii Bobrov |
BBH Stockholm |
Backend Developer |
| Roman Babiak |
BBH Stockholm |
Backend Developer |
| Volodymyr Yakymiv |
BBH Stockholm |
Frontend Developer |
| Vasyl Fedasyuk |
BBH Stockholm |
Technology Lead |
| Yuril Stetsiv |
BBH Stockholm |
Quality Assurance |
| Andriy Dobush |
BBH Stockholm |
Backend Developer |
| Artem Antonenko |
BBH Stockholm |
Solution Architect |
| Duma Khludkov |
BBH Stockholm |
iOS Developer |
| Maria Rozova |
BBH Stockholm |
Quality Assurance |
| Oresta Hirnyak |
BBH Stockholm |
Frontend Developer |
| Pavlo Demchuk |
BBH Stockholm |
Project Manager |
| Nazar Yavnyy |
BBH Stockholm |
Frontend Developer |
| Peder Rotkirch |
BBH Stockholm |
Tech Strategy |
| Dmitry Pyatnitsky |
BBH Stockholm |
Project Management |
| Alexander Niléhn |
BBH Stockholm |
Growth Lead |
Summary
In close collaboration with Panini, we created an in-depth strategy to define how the brand’s future ecosystems need to look to create long-term value for both customers and the company. The core idea of the project was never about building a single client application – but rather transforming merchandising into the digital age by using technology as an enabler to ‘hack time’ for customers and employees.
We built and designed a smart suite of services that are powered by a central data intelligence system “the e-brain” that creates a personalised and seamless experience across the whole employee and customer journey.
For Paninis’ customers, this is for instance manifested by the client app’s feature ‘Grab and Go’ that completely changes the shopping experience in-store. The customer can just visit any Panini store and pick up a meal, scan the unique product’s QR code, confirm the payment with a single click and walk out without having to queue. The need to stand in queues for information, look up allergens, help, recommendations, and payment is a thing of the past.
For each purchase, the customer gets cashback points no matter how they prefer to pay. We created a simple to use custom-built loyalty system which is part of the core domain application and that makes it possible for people to easily receive and use loyalty points no matter how they chose to pay. We made it easy to access the advantages that the ‘Grab and Go’ experience offers by removing a common barrier for customer acquisition - signing up. We gave the customers the incentive to sign up later and allow us access to their data that we could use to become even more relevant. With that data, we could transform how Panini’s business operates.
Panini can now tap into big data analysis for predicting patterns and serve the needs of the people without being restricted by the technology provided by a single platform – but at the same time accelerate the experience with that technology when possible. By tapping into big data analysis, Panini Internazionale can reach their customers through their preferred touchpoints based on tailored insights. This allows them to understand exactly what each customer wants, and when they want it which is used to optimise operational efficiency in terms of crowd management, staff allocation, product development, marketing tactics and much more.
The consumer app was launched 10th of April 2019 as part of our client's strategic transformation and has been live since. It was communicated to the market before launch from February 2019. If everything goes well it won't have an end-date. For the sake of the eligibility dates of Eurobest we’ve put an end-date: 31st of October.