The Next Generation of Dunkin’

With tired restaurants, a bloated menu, and an image dangerously close to losing its luster, Dunkin’ franchisees and leadership knew it was time to transform for the future. With a system of 10,000 locations already in operation, however, this transformation would only be possible if the remodel and build-out costs delivered a very strong ROI. We took a consumer-centric approach and no holds were barred. Among other details, we leveraged technology and new service models for a friction-free drive thru experience, mobile ordering and curbside pick-up, introduced self-order kiosks and smart store automation, deployed a simplified menu and enhanced merchandising, and became the original proving ground for simplifying the brand to just “Dunkin”. With Dan as lead strategist with primary accountability for the Next Gen Store of the Future, the initiative has driven the strongest traffic and guest satisfaction impact the brand has seen in over 10 years and is now the current design standard with over 1,000 locations already converted or built. Dunkin’ was also named by QSR Magazine as “the most transformational brand of the year” as a direct result of this initiative.