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.