Client Context 

Nando’s needed to turn in-store dwell time into commercial impact. The objective was to convert customer attention inside Casas into measurable engagement, increased basket size, repeat visits, and app-driven purchases, while also supporting product launches like their Umlilo sauce. 

The Challenge

Customers were already physically present, but their attention wasn’t being captured or measured. Waiting time in-store wasn’t translating into interaction, and there was no structured system to reward engagement or influence behaviour.

The app lacked a direct link between engagement and purchase, making it difficult to prove that digital activity was driving sales or loyalty. At the same time, tactical campaigns drove awareness but not sustained interaction, creating a gap between interest and repeat behaviour.

The Approach
Hailr introduced the PERi-Playground, a progressive web app embedded within the Nando’s ecosystem, designed as an always-on engagement layer accessible during the in-store journey.

The platform brought together multiple elements into one connected system:

Engagement

Gamified experiences like PERi-Pursuit, Tile Games, Word Search, Memory Match, and Lucky Chest transformed idle moments into interactive play, encouraging repeat participation and longer time spent in the experience.

Education

Content such as text carousels and videos introduced menu items, promotions, and product launches like Umlilo, helping customers discover more while they waited.

Driving Footfall

Geo check-ins and monthly secret code hunts encouraged customers to actively engage within Casas, directly linking digital interaction to physical presence.

Data Capture

Surveys and forms enabled the collection of valuable first-party data, giving Nando’s a clearer understanding of customer preferences and behaviour.

Sales Motivation

A reward system allowed users to earn coins and redeem vouchers, creating a clear incentive to purchase and increasing the likelihood of higher basket spend.

Alongside the always-on experience, Hailr Express supported the Umlilo launch with targeted bursts of activity, driving awareness while feeding into the broader engagement ecosystem.

The Results

The platform delivered sustained engagement at scale and a clear link between interaction and commercial outcomes:

• Users returned 3.4 on average per session 
  
  

Engagement was near-universal, with almost everyone who entered the experience actively participating.

Session times extended well beyond quick interactions, turning waiting moments into sustained, meaningful engagement.

Gameplay and competition activity scaled into the hundreds of thousands, with entries reaching into the millions, signalling strong repeat participation.

Conclusion

Nando’s didn’t need more awareness, it needed a way to turn attention into action. By transforming dwell time into an interactive, reward-driven system, Hailr connected engagement directly to foot traffic, data, and sales. This is what it looks like when in-store experience becomes a measurable growth channel.