Overview:
Jack in the Box is a playful fast-food brand known for its bold flavors and diverse menu. Since 1951, it’s delivered everything from burgers and tacos to breakfast and late-night bites—all with a fun, quirky vibe led by its iconic mascot, Jack Box.
Problem:
Many customers have reported issues with the current drive-thru system, including incorrect orders, long wait times, and unfriendly service.
Solution:
Our solution combines clienteling, app-based ordering, and voice AI to transform the drive-thru experience. These features let customers verify their orders and interact less with employees—without losing the personal touch.
Eleven Labs:
Eleven Labs is a program that uses pre-existing audio to generate a dynamic voice for scripting and dialogue. The app features a “Talk to Jack” option, where users can interact with Jack Box through voice AI. Jack responds with personalized recommendations and conversations, adapting to past interactions and the natural flow of the chat.
Color Pallet
Logos
Online Reviews:
“With a line of ten cars at the drive through, they won’t ask the lead vehicle to pull up and everyone has been stuck for over 15 minutes. This is horrible service.”
“This isn't the first time, that they gave the wrong food to me, the first time it happened I let it go because they were busy. This time again in the drive thru they were not busy, I ordered 2 monster tacos, and I received a breakfast sandwich, I ordered a regular coke and received a Dr. Pepper. They need to be more aware of what you are serving to people.”
“They seem to constantly be understaffed and while there was nothing wrong with my order it took over 20 minutes to get a pre-made side salad ,fries and small nuggets out via the drive through window. ”
“This place has gone straight down hill one night went to the drive thru and they said sorry no one else showed up to work so we're not serving anything. Next time I went through ordered tacos and they said sorry only serving burgers. Next time I went through and ordered a milkshake and they sorry no milkshakes today. ”
Survey Answers:
User Map:
How Might We’s:
Create a better experience for the person ordering?
How might we improve order accuracy to ensure customers receive exactly what they ordered?
How might we make the drive-thru experience more personalized based on customer preferences and past orders?
How might we create a more seamless and user-friendly payment process for drive-thru customers?
How might we reduce customer frustration when there are long wait times or out-of-stock items?
How might we improve the customer experience during unexpected delays, such as long food preparation times or equipment malfunctions?
