TAKE-OUTS FROM THE TAKEAWAY

An overview of our work for Just Eat. Carefully designed ethnographic methods to build customer empathy in hard-to-reach environments…

Operating in the increasingly competitive place where tech meets home delivery, Just Eat reached out to Crowd DNA to help optimise the brand’s relationship with takeaway outlets – specifically in the UK and Spain – and their owners. It’s a tough space to research. Takeaway owners are busy people, not particularly inclined to divulge the inner workings of their businesses.

We embarked on extensive research with 16 takeaway businesses in the UK and Spain, first working hard to build relationships through phone interviews. With an important level of trust gained, this was followed by an ethnographic phase, in which our teams spent time in the restaurants and outlets, witnessing how each operated, the main challenges they face and where digital services can provide advantage. It was a challenging process, but less in-situ research techniques wouldn’t have got remotely close to the detailed understanding that we arrived at here.

Capturing very rich and real narratives to share in our workshop sessions with Just Eat stakeholders helped this data-driven brand to craft striking new ways to connect with takeaway providers.