Design promotes premium experience
WENDY’S | Columbus, Ohio
size 2,698 sf
completion July 2017
photos Mark Steele Photography
Shop! member Chute Gerdeman contributed to the design
THIS CUSTOMER-CENTRIC LEARNING LAB PROVIDES A PREMIUM FAST FOOD DINING ENVIRONMENT FEATURING KIOSKS. Wi-Fi, phone charging stations, and a heated patio further enhance the chic, modern experience.
While kiosks exist in other Wendy’s restaurants, this location marks the first time that the devices serve as the primary ordering method. As the brand’s first restaurant that doesn’t offer traditional counter ordering, the kiosks are positioned in a way that encourage customer participation, with team members acting as hosts.
Designing the kitchen to have maximum exposure also communicates the brand’s commitment to “fresh, never frozen.” More highlights showcasing transparency and trust are glass refrigerator doors and using the walls to communicate “fresh, never frozen” ingredients. These elements were also designed with the drive-thru in mind. Guests in their cars can see directly into the kitchen through the larger windows and beyond to the wall graphic messaging.
Updating the way employees package items — such as higher-sided trays, half-wrapped burgers, and fresh fries delivered in a paper cup to diners at their tables — elevates the customer experience. A hands-free communal sink offers customers the opportunity to wash and dry their hands without entering the restroom.
Having a high-top bar, regular tables, and a heated patio provide interesting seating options. Soft lighting and natural light puts a comfortable shine on the home-like setting.