Make us an Employee Experience that creates lasting happiness
With over 465 restaurants in the UK, Nando’s stands as a uniquely beloved brand in British public culture, and a culinary icon. Its casual, tasty dining experience has captivated palates and become an integral part of the social landscape. Far more than a ‘restaurant chain’, Nando’s is a cornerstone of British dining culture (and we’ll fight anyone who disagrees with that!).
Employee happiness is vital at Nando’s. They know what we’ve all felt: the customer experience we love comes from a strong culture of empowerment and support. Made by Many partnered with the brand and workforce to re-imagine, co-create and roll-out a custom employee experience that’s tailored 100% to what makes Nando’s unique.
The challenge of ‘generic solutions’
There’s nothing generic about Nando’s, and standard workplace tools just didn’t align with their distinctive brand culture and values. Nando’s leadership briefed us to create an experience and tool 100% tailored to their needs.
In-depth, in-restaurant research
We got out of the office, and into some Nando’s restaurants! There, we immersed ourselves in understanding their contexts, needs, desires and pain-points.
Find your ‘cat nip’
Knowing when your next shift is is a crucial, daily need for Nandocas (employees). The existing processes, were paper-based, brittle and often problematic. This focus on creating immediate daily value helped us scale rapidly to all 17,500 UK Nandocas.
The power of participatory design
Around 150 restaurants participated in the app's design. Engaging them like this undoubtedly created a much better product, reflected Nando's culture and fostered excitement and engagement across the organization.
Rapid, iterative prototyping
We released our first prototype in 6 weeks. Fuelled by close collaboration, learnt and adapted fast. In 12 weeks, the app was in 2 restaurants, then 7, and then 50. This rapid, lean approach ensured continuous improvement and gave us the momentum (and evidence) to succeed.
From concept to scale in 12 months
In just over a year, we went from concept to a tool used by 90% of Nando's employees. The app, rich with useful features like rotas, training videos, and feedback opportunities, has become essential for both business and employees, demonstrating the power of targeted, user-centric design.
Did we create ‘lasting happiness’? Yes
The app significantly enhanced Nando's operational efficiency, leading to better job performance and even better customer experience. Its high engagement levels are a testament to its effectiveness and relevance to the Nandocas.
Project Impact
20 weeks
To a fully validated, planned and scoped solution
20 weeks
To a fully validated, planned and scoped solution
4%
decrease in staff turnover
4%
decrease in staff turnover
"We found a partner who could think big, who understood the importance of our culture and collaborated with us to solve problems”
Maria Horn
Group Chief Operating Officer
"We found a partner who could think big, who understood the importance of our culture and collaborated with us to solve problems”
Maria Horn
Group Chief Operating Officer
"The Nandoca App has transformed how we engage with our Nandocas and people feel more connected to our family now. Employee feedback has been predominantly around the positive impact the app has had on their lives.”
Kieren McKenna
Program and Portfolio Manager, Nando's UK
"The Nandoca App has transformed how we engage with our Nandocas and people feel more connected to our family now. Employee feedback has been predominantly around the positive impact the app has had on their lives.”
Kieren McKenna
Program and Portfolio Manager, Nando's UK
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