Restaurant Development & Design

SEP-OCT 2018

restaurant development + design is a user-driven resource for restaurant professionals charged with building new locations and remodeling existing units.

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5 0 • r e s t a u r a n t d e v e l o p m e n t + d e s i g n • S E P T E M B E R / O C T O B E R 2 0 1 8 UNCLE MADDIO'S RETHINKS ORDERING TO IMPROVE THE EXPERIENCE Operational changes to lower wait times influence the new design of this fast-casual pizza chain. PROJECT PROFILE Bar-height seating, a new feature of the prototype, offers a space for solo diners, to-go customers and those who want to watch their pizza being made. Images courtesy of Clay Miller By Toby Weber O ne of the staples of fast-casual design could be described as the Subway or Chipotle model: Hot and cold pans behind a bio shield display all the options. Guests walk down the assembly line and pick out what they want on their burrito, sandwich, pizza, etc., then watch it get made before their very eyes. With this design, customers get the exact meal they want while restaurants get to showcase their fresh ingredients. It adds a bit of theater and excitement to the guest experience. This is the approach Atlanta-based fast-casual pizza chain Uncle Maddio's has taken since its start in 2009. That's understandable: The chain, after all, was founded by Matt Andrew, former presi- dent of Moe's Southwest Grill, which also uses the pick-your-ingredients approach. Recently, though, Uncle Maddio's deter- mined that this approach wasn't the best fit for its operations. According to Jenelle Brown, Uncle Maddio's executive vice president in charge of operations and marketing, guests can choose from 45 different top- pings — that's far more than what you'll find at a burrito place or sandwich shop. While this approach to variety and

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