Chick-fil-A sponsored this project in order to discover how they could improve the Chick-fil-A experience for various demographic groups at the airport. My team focused on the experience of the grounds crew. We focused on observing this group and producing insights about their Chick-fil-A experience. From those insights, my team pitched potential solutions to help improve the experience for members of the grounds crew.
We began by conducting some background research on both Hartsfield-Jackson and Chick-fil-A. Then, we worked to create personas for our demographic.
My team went to the airport to observe our demographic at the Chick-fil-A locations within the airport, and we created a journey map.
We also produced a how-why ladder of needs and identified pain points.
From our observations and analysis we produced insights and a solution imperative.
To help improve the Chick-fil-A experience for our demographic, my team offered a few solution options.
