Chick-fil-A plans to introduce a innovative restaurant design at their Atlanta and New York City locations in the near future. This redesign includes a unique four-lane drive-thru positioned beneath the kitchen, with the aim of increasing efficiency in response to the high demand of their drive-thru order lanes. According to a news release by Chick-fil-A on July 27, this inventive design allows meals to be expedited to the team member who then delivers the order directly to the customer, all while being protected by the upper level. This ensures that speed of service is maintained without sacrificing the hospitality aspect of the dining experience.
The four-lane drive-thru concept has the capacity to accommodate up to 75 vehicles at a time, providing a seamless and efficient ordering process for customers. Additionally, the elevated structure of the kitchen allows for double the capacity of typical outlets, further enhancing the efficient handling of orders. Customers have the option of conveniently placing their orders in advance using the mobile app or ordering directly from an employee when they approach the drive-thru lane. Khalilah Cooper, the executive director of restaurant design, acknowledges that digital orders make up a significant portion of total sales in some markets and emphasizes the importance of catering to customers’ desire for convenience.
With approximately 200,000 drive-thrus across the country, long lines at drive-thru lanes can often contribute to traffic congestion in densely populated areas like New York and Atlanta. To address this issue, Chick-fil-A will be introducing dedicated mobile lanes for walk-up service only at their New York location, effectively directing foot traffic away from the drive-thru lanes. The use of an advanced food delivery system involving an elevated conveyor belt with channels on its sides will transport the famous Chick-fil-A chicken sandwiches directly to staff members positioned at the ground level.
The goal of these innovative technological solutions is to enhance the customer and team member experience by creating a more seamless and memorable dining process. By utilizing technology, Chick-fil-A aims to maintain the human touch points in their restaurants while also saving valuable time for customers to connect with each other and the brand.
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