Challenge

Nando’s is the UK’s most popular fast casual dining restaurant. Over 500 restaurants and 14,000 Nandocas serve their famous Afro-Portuguese PERi-PERi chicken to millions of customers every year.

Yet the fast-casual dining category is changing fast, caused by the surge in popularity of food delivery services, such as Deliveroo and UberEats, that enables customers to get their favourite food anytime, anywhere.

Understanding the changing dynamics and potential opportunity, Nando’s asked us to help them move from a traditional bricks and mortar restaurant business to a truly digital business, opening up a new revenue stream and embracing the rise of home delivery.

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Solution

We delivered Nando’s first owned, combined e-commerce platform, combining the legacy take-away and home delivery websites into one, consistent platform.

Now Nando’s has a digital ecosystem that enables them to deliver the fun, flavourful and unique customer experiences the brand is synonymous with, online.

Activity

To achieve this, we focused on the following key areas:

Delivery Methodology

Working with the in-house team at Nando’s we introduced an agile methodology and helped Nando’s set up the structure and processes, whilst also building the internal capability. Working in 10 day sprints, the team set about re-designing, re-building, merging and optimising both the front and back ends.

User Experience

We optimised the UX and UI, refreshing the design and improving user experience across key points of the user journey. We added new features such as a simple one-click login system, improving the loading time and location finder from an average of 30 seconds down to an average of two, and a built-in email service provider and templates.

Platform Technology

Nando’s new platform uses cutting edge AWS Lambda Serverless computing to bring online ordering to customers and enable the business to react to times of high demand. The transformation also includes building business operations, security, and infrastructure support processes.

Furthermore, we combined services from key partners such as Google and Flyt to integrate with the restaurants and delivery fleet.

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Results

The average conversion for e-commerce globally is 2.9%, whilst in the UK it’s slightly higher at 4.3%. In comparison, Nando’s new UX delivered a conversion rate of 15.7% conversion. Nando's new platform has enabled them to roll out across restaurants, resulting in a 44% increase in customer spend per visit and a huge increase in online revenue. Now that’s some tasty results.