"We were thoroughly impressed with the depth and vision of the recommendations document. Clear, relevant, actionable data to guide our redesign."
— David Angerer, Panera
Four Key Issues
Critical issues were highlighted at the end of the document in a clear, concise manner.
Customer Interview
Each interview page included a photograph of the interviewee and a list of unique findings uncovered during our discussion.
Table of Contents
Our recommendations document for Panera included both customer and internal Panera interviews with key findings pulled out for easy reading.
About Panera Bread (analysis)
Panera Bread is a successful, growing group of bakery-cafes based in St. Louis, MO with franchises in cities across the Midwestern and Western United States. Hoping to improve its customer experience online, Panera Bread contacted us to review key usability issues facing customers using its current site.
We began by interviewing 8 customers, asking them each a set of questions about both the bakery-cafes themselves as well as their experience with the Panera web site. We then asked several internal Panera stakeholders a similar set of questions, pooling their responses with those of the Panera customers. Key findings were highlighted and followed up with a set of recommendations detailing how Panera could use this new customer feedback to improve its site.
Services Rendered
- Customer interviews
- Experience consulting and related strategy
- Internal stakeholder interviews
- Strategic planning
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