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From eating pods to touchless everything: Where COVID-19-era QSR design is headed

From the introduction of novel ideas like eating "pods," to the use of things like German Burger King's tongue-in-cheek social distancing crown, the places we now know as quick-service restaurants are changing to meet the increasingly germ-conscious diner's needs. Here, one leading designer weighs in on what we might expect.

Some QSRs employ plastic shields between dine-in guests. (Photo: iStock)

June 9, 2020 by S.A. Whitehead — Food Editor, Net World Media Group

Even before the massive changes in physical space brought on by the pandemic, restaurant design in general and QSR design more specifically, was heading for a massive rethink in the view of many QSR brand and design firm leaders, 
In fact, health-related organizations, like MASSdesigngroup.org, have actually put together a reporton the issue to guide restaurateurs.

Justin Hill of MG2. (Photo provided)

Pre-pandemic though, consumers' increasing use of technology and ever-dwindling supply of time to wait in lines, along with restaurateurs' struggles with soaring prices for lease-able space was forcing a metamorphosis in overall restaurant design. Now, COVID-19 has made that transition inevitable. The question is, just how rapid will these transformations take place when many brands have had an excruciating year thus far on the profit side. 

In an effort to get a better handle on what changes may be most likely to happen in the near future, we recently spoke with the principal at major restaurant design firm, MG2, Justin Hill ,about possible changes ahead in the QSR space. Hill — dubbed one of retail's top innovators by design:retail magazine last year — has more than 25 years of experience in design and branding, most recently with rebrands for companies like White Castle. 

Q: How do you see QSR brand interiors changing in the next few years to accommodate the needs of a more germ-conscious fast food customer now and in coming days. 
A: In the QSR world, cleanliness, and the transparency of that cleanliness, has always been important. They (QSR locations) are designed with this in mind, so I would expect minimal permanent design changes relative to germ-consciousness. What will permanently elevate is the communication in the ways (QSRs) are maintaining cleanliness and protecting the health of their patronage

Q: If you had to paint a picture of the "typical" new restaurant space a year from now and then five years from now, how would those differ from the traditional layout today and why do you anticipate those changes will happen?
A: It's difficult to predict how permanent the fear of a pandemic will be. If this one has many resurgences, the idea of "returning" to the crowded dining room of the past will be much less palatable. But, if this passes and we don't see another for a few more years, I could see crowded (maybe slightly less crowded, please) dining areas returning.

The draw of eating out — besides the food — is the energy one gets from being around others. So that energy will be what is the goal of all future restaurant designs.

"I've seen some very elegant eating pod ideas that have merit — especially in areas with inclement weather — allowing for 'outside' dining year around. And the move to truly touch-less is definitely going to take hold."                                                                                   -Justin Hill

Over the next year, the permanent experiment of pick-up, curbside pick-up, and delivery will become a fixture for most restaurants. Design will adjust to make these less obtrusive and more operationally efficient.

Five years from now, restaurant spaces are likely to become more flexible, allowing for increased/reduced seating as allowed/required (and) also extending outside more intentionally as a permanent strategy. Local restaurants will look to extend beyond meals to become a place for the community to gather even outside of meal service times.

Q: What's really exciting or memorable to you that's coming out of the design community these days to meet the needs of this vastly changed and changing restaurant landscape and customer preferences? 
A: I do get a kick out of some of the social distancing strategies I've seen actually implemented, including using swim noodles, individual "bumper" guards (think inflatable rings) and other odd implements to maintain safe distances.

Pragmatically I've seen some very elegant eating pod ideas that have merit — especially in areas with inclement weather — allowing for "outside" dining year around.
And the move to truly touch-less is definitely going to take hold. Everything from menus to payments, delivery and handoff and (entry and restroom) doors.

Q: How will the always important necessity for food handling and storage safety affect kitchen design going forward in your view?
A: Kitchen design should not change significantly, as food handling and storage are not the issue. Scheduling of deliveries so they don't all happen at once, scheduling staff so there is minimal crossover between shifts, adjusting flow so deliveries don't have to cross through kitchen space are the likely changes that will happen.

Q: What about dine-in seating and outdoor spaces? 
A: Where possible seating will push outside more to allow for the volume of customers to make the numbers work in a dine-in situation. Where not possible, restauranteurs are looking to stick with delivery and pick-up only as long as they can until the potential for density returns.

Q: How do you see items that are kind of like auxiliary accompaniments to design — like packaging, condiments and even work uniforms — changing to meet the more sanitized demands of QSR customers?
A:Individual packaged condiment packs are the simplest solution. These will move to behind the counter to prevent multiple folks touching them. I can see a "check-out" system for refillable condiments, so operators can make sure they are sanitized between customer uses.

I have not heard of a lot of concern about uniforms being carriers of the virus. But along with other cleanliness initiatives, uniforms will likely be simplified with the obligatory mask becoming part of the standard issue. Antibacterial and antimicrobial materials technology may offer some future additional protection from spreading viruses this way.

Editor's note: Next Tuesday, QSRweb will take a look at a Swedish sushi QSR that found a way to accommodate both customers' needs for heightened cleanliness and requirements for social distancing in a single technological solution.

About S.A. Whitehead

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Pizza Marketplace and QSRweb editor Shelly Whitehead is a former newspaper and TV reporter with an affinity for telling stories about the people and innovative thinking behind great brands.