Hesburger – Order management overhaul

The fast-food industry is facing a major transformation. More and more food orders are placed through digital channels, and this cultural shift directly impacts both consumer expectations and the needs of the restaurant staff.

For Hesburger – the largest fast-food chain in Finland and the Baltics – this rapid change brought new challenges: restaurant employees had to manage seven different ordering channels and multiple devices to keep up with the incoming orders. 

The Solution

Hesburger's order management overhaul tackles this challenge: it is a major improvement for both the customer experience and the daily operations of the staff. 

The new ordering system consist of three integrated solutions:

1. New order tablet 
2. New point of sales (POS) system
3. New order pick up screen for the customers

With this new ordering system, all sales channels and orders are integrated seamlessly across different devices. The trio was designed to process and display all orders, making it possible to get rid of the other devices entirely.


Hesburger Test Lab – involving everyone at Hesburger

Hesburger Test Lab is a regularly organised co-design and user testing event involving a wide range of people from all levels of Hesburger organisation. With the help of the Test Lab, we have validated the ideas and prototypes in quick cycles. These sessions are complemented with other service design methods, such as user flows, surveys, and continuous observation and testing in the restaurants.

The Results

The system overhaul has achieved its goals and received positive feedback, particularly from the restaurant staff. The update has streamlined the work of the employees, reduced the number of necessary devices, and minimised the risk of errors in data transfer – resulting in 25,000 work hours per year being freed up for other tasks.

Read more

https://www.taiste.fi/en/entries/hesburger