Operations

KFC Next Gen prototype steps-up digital, contactless experiences

With everything from cubbies and kiosks, to contactless everything, KFC unveils its Next Generation prototype restaurant.

KFC's prototype capitalizes on contactless experiences. (Rendering provided)

November 18, 2020

KFC has unveiled its Next Generation Prototype that puts digital and contactless experiences front and center, according to a company press release. Although more than 60% of the chain's units have a previously updated design called the "American Showman," which began leaning into the digital customer, the pandemic revealed to KFC that it needed to take it a step further.

For instance, KFC U.S. drive-thru sales grew 60% in Q3 2020 compared to a year ago and recently hit a delivery milestone with 80% of KFC's in the U.S. delivering through multiple delivery aggregator partners.

With the increase in online ordering, delivery and drive-thru, the new design seeks to take the stress out of the ordering process for both KFC restaurant employees and customers with:

• Updated visuals that include exteriors that provide a modern take on the KFC signature red-and-white stripes as well as a brightly lit red bucket that directs customers to the new digital cubby system for online and pick-up orders.
• Digital single-entry-point cubby system for mobile and delivery orders that cuts down on employee-customer contact since orders are delivered directly from the kitchen to the cubbies.
• Curbside delivery with dedicated parking spots for customers who order in advance at kfc.com or through KFC's delivery partners. KFC recently expanded partnerships to include DoorDash, Uber Eats and Postmates.
• Defined parking and signage for delivery drivers to collect online orders to handle the aforementioned expanded third-party delivery partnerships.
• Self-service kiosks available in-restaurant that speed order-taking and help customers personalize their orders.