Case studies creating great guest experiences

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Loyalty KPI growth
The context:

Like many brands, McDonald’s is driven to create great guest experiences – and drive loads of efficiency – via engaging guests within its mobile app.

The business problem:

Traditional research approaches were falling short in revealing new ideas, or even diagnosing guest behaviors relative to what truly drives, or hinders, the digital path to purchase.

The breakthrough:

We applied our quantitative, psychological measure to profile three levels of food-brand app engagement, and quickly identified a core opportunity to drive both app recruitment and engagement.​

We applied our knowledge on heuristics to bring the opportunities to life in a digital activation playbook, complete with a range of tangible guidance. The team applied the insights, and one simple idea – but which was super potent to the psychology we identified – drove 38% improvement in a key business loyalty KPI.