Based on the case study Map out swim lane diagrams for two (02) key processes, which will be supported by the Mymacca's system.
Case Study Digital transformation is about culturally and technologically changing an organization to retain, regain, and attract customers McDonald's has always embraced innovation. McDonald's considered digital, delivery and drive-thru (3Ds) to create an easy and seamless user experience for their customers. They introduced McDonald's reward program to strengthen their relationship with customers, which has over 21 million total members, with over 15 million members who are considered as active. "Digital transactions through apps (including delivery) or kiosks now account for a significant and growing percentage of McDonald's major market revenue" According to McDonald's Global ClO Daniel Henry, they work very closely with their customer experience team, competitors, and other consumer industries. They encourage hackathons, creativity, brainstorming, and idea-sharing. They regularly invite start-up and established companies to bring new ideas of innovation. In 2017, McDonald's, Australia launched MyMacca's app so that customers can order ahead, skip the queue, save favourites, customise order, get exclusive access to all the best offers, and so much more. Currently, they are looking forward to improving customer experience, reliability, and some quality attributes in MyMacca's app. They want to gain competitive advantage by matching the business processes with customer expectation through Artificial Intelligence (AI) and cutting-edge technologies. Enabled Solutions (Enabled | Digital Innovation made with Design Thinking, n.d.) is an Adelaide based software development company, where you work as a Business Analyst (BA). Your company have been selected from an idea sharing session held by McDonald's and you have been assigned for requirement analysis of this project. You need to research the market, community, competitor apps, and current technology trend to improve customer experience in MyMacca's app. Some ideas are as follows. Geo-fencing capabilities can be used to determine when customers are approaching the restaurant and ensure the food order as fresh as possible. Customer should be able to choose pick-up location (front counter, drive-thru or kerbside) for orders made from the app. Al and data analytics can be used to provide personalized menu and exclusive offers in customer app. Payment part can be revisited to incorporate all 21st century payment options. Currently, the app supports Visa, Mastercard and Amex. More flexibility in earning and redeeming McDonald's reward points, and discount offers will also add value towards customer satisfaction. Customer base also need to be researched to identify the quality issues with the current version of the MyMacca's app. Currently, time behaviour (loading and response time), capacity to handle concurrent number of customers, and down-time/outage of the app are the big challenges. Case Study Digital transformation is about culturally and technologically changing an organization to retain, regain, and attract customers McDonald's has always embraced innovation. McDonald's considered digital, delivery and drive-thru (3Ds) to create an easy and seamless user experience for their customers. They introduced McDonald's reward program to strengthen their relationship with customers, which has over 21 million total members, with over 15 million members who are considered as active. "Digital transactions through apps (including delivery) or kiosks now account for a significant and growing percentage of McDonald's major market revenue" According to McDonald's Global ClO Daniel Henry, they work very closely with their customer experience team, competitors, and other consumer industries. They encourage hackathons, creativity, brainstorming, and idea-sharing. They regularly invite start-up and established companies to bring new ideas of innovation. In 2017, McDonald's, Australia launched MyMacca's app so that customers can order ahead, skip the queue, save favourites, customise order, get exclusive access to all the best offers, and so much more. Currently, they are looking forward to improving customer experience, reliability, and some quality attributes in MyMacca's app. They want to gain competitive advantage by matching the business processes with customer expectation through Artificial Intelligence (AI) and cutting-edge technologies. Enabled Solutions (Enabled | Digital Innovation made with Design Thinking, n.d.) is an Adelaide based software development company, where you work as a Business Analyst (BA). Your company have been selected from an idea sharing session held by McDonald's and you have been assigned for requirement analysis of this project. You need to research the market, community, competitor apps, and current technology trend to improve customer experience in MyMacca's app. Some ideas are as follows. Geo-fencing capabilities can be used to determine when customers are approaching the restaurant and ensure the food order as fresh as possible. Customer should be able to choose pick-up location (front counter, drive-thru or kerbside) for orders made from the app. Al and data analytics can be used to provide personalized menu and exclusive offers in customer app. Payment part can be revisited to incorporate all 21st century payment options. Currently, the app supports Visa, Mastercard and Amex. More flexibility in earning and redeeming McDonald's reward points, and discount offers will also add value towards customer satisfaction. Customer base also need to be researched to identify the quality issues with the current version of the MyMacca's app. Currently, time behaviour (loading and response time), capacity to handle concurrent number of customers, and down-time/outage of the app are the big challenges
