KFC

KFC's new brand identity was a major step change, and it needed a service experience to match. LUNCHBOX led the hospitality and service design behind the new store concept, defining how staff greet and talk to guests, the signature moves that bring the brand to life, and how the company hires and trains to deliver it. The strategy hinged on one truth: QSR has chased efficiency for so long it forgot the value of human service, and that was KFC's biggest opportunity to differentiate.