Product and Experience Review

Humpit Hummus started making and selling hummus, falafel and filled pita breads in 2014. The family run business is centred around food of the Middle East, with a lunchtime, fast-food and plant-based menu – bang on trend for today's time-pressured, health focussed and value driven customer.

Operating 11 stores, with a mix of self-run and franchise sites, and with plans for a rapid growth programme across the UK – the business realised now was the perfect time to refine their product offer, improve their customer experience and ensure a coherent and modern brand message.

Working directly with the founders, we undertook a full customer experience, brand proposition and product audit within their sites – tasting the full food and drink offer, and reviewing branding materials and the vital customer journey experience. Alongside stakeholder workshops, we also reviewed all relevant data to ensure a full understanding of the business – including product sales & margins, customer feedback and operational support material.

From our in-depth review process, we created the business strategy and recommendations action plan. The plan acts as a clear brief for the big 4 business improvement work-streams – Customer Journey, Brand, Menu and People. The first improvement actions have already been undertaken by the Eggs Soldiers team – refining and modernising the food and drink product offer, and aligning the customer journey touch points and site design with a best-in-class model for future site openings.

With the strategic plan in place, the business now has a blueprint launch plan ready for their store roll-out programme.