Batter or Dough: Customer Experience Made Happy

No sibling rivalry.

Growing up, entrepreneurship was always something Kim and Bea Luna, had sights on. The sibling tandem secured degrees to complement their interests in business: Kim studied Management while Bea took up Economics. It was only a matter of time before the brother-sister duo decided to put up a business together.

Batter or Dough: Customer Experience Made Happy | Design Made Happy Batter or Dough: Customer Experience Made Happy | Design Made Happy

The waffle concept happened by accident.

Working together didn’t come easy at first. But as they put their petty fights aside, they found that there were bigger challenges to face as they set up their business.

Batter or Dough: Customer Experience Made Happy | Design Made Happy

The duo initially wanted  to open a specialty coffee shop in Makati or Bonifacio Global City. But the lack in inventory pushed the siblings to rethink their plans. You can say their entrepreneurial instincts kicked in and they moved forward with a new concept, in a new location. That concept is Batter or Dough.

It’s all about that base.

The secret to quality and delicious food is no secret at all. All it really takes is grit or a relentless attitude to pursue perfection. To achieve perfection, Kim and Bea Luna undertook a six month research and development process. Each day they would create two to three batches of batter, cook the waffles, eat them, and judge their creation.

Grit. You really need it to become an entrepreneur.

Batter or Dough: Customer Experience Made Happy | Design Made Happy

After the research and development, they came up with their ideal batter. It’s because of this base that  they are able to serve waffles that are crispy on the outside, luscious in the inside, and sweet enough to satisfy the palette.  In fact the batter is so perfect that their waffles are good to take home and enjoy for later!

Batter or Dough: Customer Experience Made Happy | Design Made Happy

Designing a User Experience

Light, comfortable, and just easy.

Inspired by their travels to New York and select cities in Europe, the siblings wanted interiors that would bring together things they liked from these cities. The end result, a space that is light, airy, easy, and most of all, inviting.

Batter or Dough: Customer Experience Made Happy | Design Made Happy Batter or Dough: Customer Experience Made Happy | Design Made Happy

Aesthetics may take inspiration from their travels. But when it comes to designing a customer experience, they looked to home. Kim, Bea, and the rest of their team take cues from Filipino hospitality. The customers are treated like guests in their own home. Like any host, they will do everything to create a comfortable and happy experience for their guests.

Batter or Dough: Customer Experience Made Happy | Design Made Happy Batter or Dough: Customer Experience Made Happy | Design Made Happy

Interior design helps them achieve these goals. The color scheme focuses on bright yellows, light natural textures, and balanced with white. The layout remains very open, so that guests can approach and enter the store without any hesitation.

At the moment, their waffles fall under “batter”. Before the year ends they hope to launch another line of products under “dough”.

This commercial project was a collaboration between the Made By Heima and Design by Heima teams. For inquiries on our design services, visit www.heimastore.com 

Batter or Dough is located at the 4F,  The Block, SM North EDSA

Instagram: www.instagram.com/batterordough

Facebook: www.facebook.com/batterordough

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