Reimagining how KFC recruits and onboards its next generation
Getting the experience right, making it fun and efficient to recruit and retain the best
CLIENT:
KFC SOPAC People and Culture team
THE CHALLENGE
KFC supports a large restaurant workforce of young people, with many who only tend to stick around for a couple of years while at school or uni, making the recruitment and onboarding experiences crucial to setting newbies up for success and encouraging them to stay with the company longer. And with a high level of workers moving on, managers have needed to be continuously hiring, which creates a lot of administrative effort in restaurants and supporting teams like payroll and HR.
With hiring needs set to increase over the next few years, KFC’s People and Culture team saw an opportunity to reimagine their employee experience, starting from the very beginning of an employee's lifecycle: at recruitment and onboarding.
OUR APPROACH
Doing with, not to
We researched to understand what today's job seekers and new starters need from a hiring experience and used this to set a vision for how this should look in the future and a path to get there that could inform technology and process changes.
Considering KFC's extensive restaurant footprint across Australia, STCK collaborated closely with restaurant team members, managers, franchisee owners, area coaches, and internal stakeholders in different states to ensure we had rich inspiration from across different locations.
Together with our KFC project team colleagues, translating insight into an experience vision would connect new starters with the KFC brand and spark moments of joy and ease.
With this bold vision in mind, we brought it to life and set a clear path forward for the People and Culture team to follow through.
Contextual enquiry
in the field
Co-designing
with stakeholders
Prototypes and supporting artefacts
OUTCOMES
Crafting a future that sticks
For KFC, this initiative set the foundations for ongoing employee experience transformation, by providing them with:
Guidance for ongoing investment in initiatives to deliver the recruitment and onboarding experience vision
Targeted capability uplift in their Team Member experience team to a new way of designing and delivering change, supported by a tailored KFC service blueprinting playbook
Artefacts that can help sponsors and leaders communicate the change and inspire the teams who need to deliver it
Engagement of key stakeholders in an important change through collaboration and co-design