Chick-fil-A is the latest to join the “rethinking restaurants” trend among fast food hubs.
The chain opened its first drive-thru-only restaurant packed with gadgets and gizmos.
The new design mirrors Taco Bell’s test concept, Taco Bell Defy, which debuted in Brooklyn Park, MN back in 2022. Like Defy, its setup places the kitchen above four drive-thru lanes and uses a conveyor belt system to send meals zooming to ground level. From there, an employee delivers the meal to the waiting car.
The kitchen sits above four drive-thru lanes.
Located in McDonough, Georgia the concept aims to speed up the drive-thru experience. There is no dine-in, and the kitchen is two times larger than typical locations.
Lanes are divided into “mobile pickup” and “traditional drive-thru”. Mobile lanes cater to those who pre-ordered via the app or delivery drivers like Uber Eats and DoorDash, while traditional is for customers ordering on-the-spot.
Lanes are split up for mobile-pickup vs. on-the-spot ordering.
“Our guests lead busy lives, and we’re focused on designing our restaurants to best serve their needs,” said Jonathan Reed, executive director of design at Chick-fil-A.
The chain states the food conveyor system can hand meals off to employees “every six seconds.” And that the four-lane drive-thru can support two to three times more cars than a standard Chick-fil-A drive-thru.
Employees up top load meals onto a conveyor to be sent ground level for hand-off.
The move is the second test from Chick-fil-A aimed at serving the “on-the-go guest”. The chain recently launched a mobile pickup restaurant in New York City. The downsized location was built in a high-foot-traffic area for takeout orders. It features geofencing tech that alerts employees when customers are on the way to grab their order and start preparing their meals.
Chick-fil-A’s foray into drive-thru optimization follows the footsteps of other QSRs that are trying out new models. Beyond Taco Bell, McDonald’s has tested a digital-forward location that too features order ahead lanes and conveyor belts in the drive-thru. Chipotle added Chipotlanes. Meanwhile, chains like Potbelly and others are experimenting with downsizing footprints and tech integration.
Several chains are also investing in voice AI to automate the drive-thru. Consumers can expect to see similar formats and technology continue to pop up, in light of labor shortages and convenience demand.
