Helping McDonald’s take a human-centered approach to transformation
McDonald’s is the world’s largest restaurant chain, with over 38,000 locations in 10 countries around the globe, serving 68 million customers each day.
Over a four-year engagement, Method partnered with McDonald’s to envision a new experience for every customer—an enhanced offering that is globally connected, locally relevant, and always convenient—grounded in an omni-channel experience.
We defined the customer journey and the role of various channels at each touch point. This was supported by experience principles that crystallized how the iconic brand would express itself in a digital context. A global digital design system ensured a consistent and coherent experience across all touch points. A robust research process involving rapid iteration and prototyping in controlled and real world environments enabled teams to observe, understand, and better serve customer behaviours. We helped McDonald’s design and deliver operational service enhancements in front and behind the counter.
Our work has manifested across the global ecosystem in all digital touchpoints that a customer might encounter.