designing THE
CUSTOMER EXPERIENCE
Client: Popeyes
Challenge
Building on the momentum of the ‘chicken wars’ and the attention it put on the Popeyes brand, how can we ensure our brand experience lives up to the hype of the Chicken Sandwich?
Insight
The first impression must deliver — because no amount of product quality or fast service can save a disappointing brand experience.
The Work
We threw out the random acts of merchandising and created strategic communication zones, bringing context and intent to all messaging and visuals. A defined promotional calendar with a disciplined test-and-learn strategy was created for launches. We modernized the merchandising system to create a unified brand experience across both physical and digital spaces, delivering consistency, clarity, and impact at every interaction. An overhauled menu experience introduced hierarchy and elevated photography, driving sales and increasing engagement.
