Wendy’s Unveils Technology Initiative Focused on Restaurant Design and Digital Experience Innovation |

The company unveiled a new initiative, dubbed Global Next Gen, focused on improving the quality of digital experiences for employees and customers.

By RTN Staff – 23.08.2022

In 1970, Dave Thomas, the founder of Wendy’s, introduced groundbreaking innovations that helped transform the entire fast food industry. Foremost among these innovations was a new design element known as the “pickup window”. This first modern drive-in restaurant was instrumental in transforming the brand from a local four-store Columbus burger chain to a franchise company that today employs hundreds of thousands of people in approximately 7 000 restaurants.

Today, the Wendy’s Company is once again turning its attention to the physical design features of its restaurants. The company unveiled a modernization initiative, dubbed New World Generation, focused on improving the quality of digital experiences for employees and customers. Beginning next month, new builds of traditional Wendy’s restaurants will, according to a company spokesperson, feature a “sleek, modern design” with an optimized layout and next-generation technology designed to improve convenience, speed and precision.

“To accelerate our business and expand our presence around the world, we must constantly meet the needs of our customers, however they choose to engage with Wendy’s, whether through a digital platform or in service. behind the wheel,” said Wendy’s President and CEO. Todd Penegor. The new initiative aims to improve the customer experience “across all ordering channels and streamline our team’s operations, while creating better returns for franchisees.”

The new initiative would include the following design features and technology:

  • Delivery Pickup Window: A dedicated delivery pick-up window and delivery parking lot make it more convenient and faster for delivery drivers, who previously had to walk into the dining area, grab orders and leave. This design also moves traffic away from the drive-thru line where customers are waiting, so the team can focus on taking and fulfilling orders more quickly, efficiently and accurately.
  • Dedicated Mobile Order Pickup: New World Generation has mobile order parking and restaurant pick up shelves. Customers select a pickup time when they place their Mobile Order and upon arrival, park in a dedicated Mobile Order parking spot, grab their meal from the Mobile Order Pickup Shelves, and enjoy their Wendy’s favorites.
  • Reinvented kitchen: A new galley-style galley design, which runs from front to back of the restaurant, increases efficiency and crew oversight across all sales channels. Galley design enables POS efficiencies, allows crew to more easily transition from position to position throughout the day, and speeds order fulfillment and culinary innovation .
  • Next generation technology: New World Generation comes to life with the next generation of modernized technologies working hard behind the scenes, enabling restaurant teams to handle far more digital business than ever before. It also provides a platform for future-oriented technological innovation.
  • Optimized infrastructure: The new restaurants will use more efficient building elements such as lighting and HVAC to reduce energy consumption and costs.

“As the first restaurant brand to offer a modern pick-up display more than 50 years ago, Wendy’s continues its legacy of design and innovation with New World Generationsaid Penegor. “Our new global restaurant standard opens up opportunities at the intersection of innovative design and technology, bringing us one step closer to our vision of becoming the world’s most successful and loved restaurant brand.”

“Every function of Wendy’s, from operations to technology to human resources and quality assurance, has partnered with the design and strategy of Global Next Gen,” said Abigail Pringle, director of international development and director of development. a meeting posted on the company’s website. “Franchise executives from the United States, Canada and around the world contributed to the concept, allowing us to refine the design along the way. Gathering feedback from all areas of our business helps ensure that our new global design standard creates better experiences for everyone: our customers, restaurant teams and franchise partners. »

“Technology powers everything in the restaurant, from the DSG 2.0 grill to the new back-office platform,” CIO Kevin Vascon added in the same interview. “The magic of new design is brought to life through the next generation of modernized technologies that allow restaurants to handle far more digital business than ever before.”

Wendy’s reportedly intends to open the first New World Generation restaurant in New Albany, Ohio in the spring of 2023. The new initiative appears to be innovative in many ways. This will likely help Wendy’s achieve some of its fundamental goals when it comes to increasing operational efficiency and improving customer experience by incorporating a range of various digital features, many of which have already been implemented or are being transferred to other service restaurant chains. In short, Wendy’s modernization initiative is unlikely to revolutionize the industry the way Dave Thomas did over 50 years ago with the introduction of the now ubiquitous pickup window.

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