KFC

The first building block of an evolving loyalty platform for a global iconic brand.

Special mention to Rakesh Chadee - the sole visual designer on the project.

As KFC's strategic partner, Iris was asked to help improve the experience of the KFC’s Colonel’s Club app for their 2.1 million members in order to increase app transactions, frequency of members and offer redemption. However, we were also tasked to look at how KFC could introduce a collection and a delivery service straight from the app for all their European customers.

While this project required to update the look & feel of the app to align it with their new 'New South' brand image, it also required to look at how from an infrastructure and operations point of view, KFC would be able to introduce those services in a timely manner.

My role

The project started with a UX audit using also analytics data to gauge where we could optimise the user experience to make the app simpler to use, more engaging and more rewarding.

Before starting to dive fully into the project, I created the user journeys that would support the Delivery and Collection experiences along with a mockup of what the app could be so the client could approve the project approach.

In order to deliver this project successfully the UX & Design teams were asked to work from the KFC offices to be truly agile and deliver this app as efficiently as possible. By sitting down closely to the front-end and back-end developers, we were able to ensure that the experience created visually could always be delivered technically.

As we knew that a high-level of collaboration was needed, I took it upon myself to introduce the Sketch tool at Iris to deliver a truly app centric experience but also speed up the creation of assets thanks to the symbols feature.

One of my team members was therefore based at KFC while I would be overseeing his work during the whole duration of the project, in order to ensure the highest quality and sense-check the experience with the dev team, I would also twice a week be in the KFC offices to help with the assets delivery, resolve issues and present the progress to the management team.

Try the Android app

Try the iOS app

Detailed tasks

♦ Audit the existing loyalty app to highlight the core issues and indicate the need for change.

♦ Build the Delivery and Collection customer journeys along with a mockup of the experience to present the approach to the client.

♦ Build the site information architecture along with the template inventory to map the effort required.

♦ Create a set of interactive wireframes in order to validate the new experience.

♦ Iterate wireframes based on client feedback and technical difficulties.

♦ Supervise the team in the delivery of all assets to ensure their quality and that no delay would occur.

♦ Work closely with Visual designers and Developers, while following the Agile methodology, to ensure the quality of the final solution.

♦ Review and QA the solution once built.

Examples of deliverables