Design Thinking With Food Service

This morning I was running lake to work - it happens at some point right? I didn't want my stomach to be growling rudely amongst my coworkers and I also wasn't feeling too well. I figured I should get something into my system.I stepped into a food chain restaurant (mistake number one) and waited not so patiently in line.My mind immediately went to thinking how can this restaurant change the experience with food service? They've already tried to implement something - the fast lane I think they call it? You use a monitor to program what you want. I haven't used it yet but it just had me wondering, what experience does this company want their customers to have?I tried to think back to the first time I visited the restaurant. I remember they were known for the bread bowl soups. So it had to be nearing the lunch hour. There is a distinct difference in the lunch experience and the breakfast experience. Lunch people behind the counter move faster. Breakfast, they move slow, as though you have all the time in the world.A lady in line said to me, "I'd use the monitors but I want to pay cash, I don't want to charge a card". Again this has me thinking, was testing done, is this location catered to the customers that come here? What are they hoping their customers get from the experience?Dining in is yet another experience. I've gone there for dinner and had soup and sandwich, it was a pleasant experience. Granted I was there with someone else so I guess I was able to be a bit more patient. Have you guessed the place? Yup - Panera Bread.With all these questions bugging me I decided to visit the website. The first thing advertised is a sandwhich The Italian. Then catering, and an option to explore soups and sandwiches, then salads, and that they are hiring. This is on the main menu. I'm guessing they cater to people that enjoy warm baked goods, especially bread.After a bit more searching I found this: "We're all about making food you can feel good about eating." Personally, I think Panera Bread needs to do a bit of design thinking with the experience with the environment of their design, the service, and experience their customers have. I only write this post because it is the same thing that happens every time I go.One last thing, after they installed the fast lane, they built these huge walls so you can no longer see how your food is being made. The person at the front that takes your order is also the person serving your food during breakfast - better be sure they wear gloves with all the cash handling - oh and be sure to put down a name that can be pronounced, that will surely get jacked up every time.