Transforming Customer Experience Through Scalable Digital Solutions

Leon, a UK-based fast food chain, is committed to balancing speed, nutrition, and sustainability across its 70+ locations in the UK and Europe. As the hospitality industry accelerated its digital transformation, Leon recognised the need to enhance customer touchpoints across app, kiosk, and web while maintaining a cohesive brand experience.

Our role was to shape and deliver a scalable design system, creating a consistent, customer-centric digital experience that would also align with the digital strategies of Leon’s parent company, EG Group.

Defining a Future-Ready Digital Strategy

To position Leon at the forefront of hospitality innovation, we focused on:

• Seamless omnichannel experience – Ensuring consistency across app, kiosk, and website.
• Customer-driven design – Refining digital interactions for effortless transactions and deeper engagement.
• Scalability for multi-brand adoption – Creating a shared design system that EG Group could apply across its sub-brands (including Starbucks and Cinnabon).

By embedding brand values into digital interactions, we strengthened Leon’s customer loyalty, operational efficiency, and market differentiation.

Building a Scalable Digital Design Framework

To ensure high-impact, research-driven solutions, we conducted:

• Customer journey mapping – Understanding segment behaviors across in-store and digital experiences.
• Industry benchmarking – Identifying best-in-class digital touchpoints from hospitality and beyond.
• Agile prototyping & design sprints – Rapid ideation and validation of new customer engagement opportunities.

By merging hospitality insights with digital best practices, we streamlined product launches, reduced development cycles, and enabled seamless expansion across Leon and EG Group brands.

Impact & Business Value

The results of our digital transformation strategy:

• A unified design language – Delivering a consistent brand experience across all customer-facing platforms.
• Accelerated product launches – Reducing friction in scaling digital initiatives across hospitality brands.
• Stronger digital engagement – Enhancing self-service efficiency and transaction convenience.

This transformation has future-proofed Leon’s digital ecosystem, allowing the brand to continuously evolve while maintaining a seamless, customer-first experience.

Future-Proofing Hospitality Digital Experiences

With the EG Group’s acquisition of Leon, our work laid the foundation for:

• Cross-brand digital standardisation – Ensuring Leon’s innovations could scale across EG’s portfolio.
• Enhanced personalisation strategies – Leveraging data-driven insights to refine customer interactions.
• Greater agility in digital expansion – Enabling Leon to quickly adopt and adapt emerging digital trends.

By delivering a scalable, innovation-driven approach, we have helped Leon redefine hospitality digitalisation, creating a seamless, high-impact customer experience across every digital touchpoint.