B2B I Responsive LMS Platform I Hospitality
Increasing adoption rates by over 50%
Auditing a restaurant's eLearning platform to ensure usability, accessibility, and overcome internal bias — making it ridiculously easy for team members to learn
BACKGROUND: Chick-fil-A (CFA) engaged Big Nerd Ranch (BNR) to evaluate their second attempt at redesigning their restaurant eLearning platform. The first redesign failed, with restaurant operators abandoning the platform in favor of PowerPoint presentations and printed onboarding materials.
As trust in CFA corporate had been significantly damaged, this project was critical for restoring confidence and ensuring a smooth adoption of the new platform.
2022
DURATION: 3 Weeks
PLATFORM: Responsive Web App
ROLE: Lead Experience Designer, Big Nerd Ranch
SKILSS & METHODOLOGIES:
Document Intake, Review of Previous Redesign Attempts, Stakeholder Interviews, App Demos, Application Audit, User Interface Design, Information Architect, Prioritization Workshop
TOOLS & FRAMEWORKS:
Miro, Figma, Material Design, Keynote
PROBLEM:
Internal biases on feature functionality and design led to navigation challenges and inconsistencies, complicating onboarding and retraining. CFA enlisted Big Nerd Ranch (BNR) to audit their application, ensuring the MVP launched smoothly without usability or accessibility issues.
SOLUTION:
During the discovery phase, we focused on:
Understanding both user and business goals
Prioritizing usability and accessibility improvements
Offering actionable insights and recommendations that respected the integrity of the original design
We organized these findings into a comprehensive action plan to help CFA launch a smooth, user-friendly MVP.
OUTCOME:
The audit process resulted in:
Over 50% Increase in
adoption rates
Restoration of trust among restaurant operators
A user-friendly platform that minimized biases and addressed usability issues
Full audit ~7 min read
…what a pleasure it’s been working with her. She’s extremely flexible to both the client and the devs. She’s always willing to give her time to discuss a design question. Bridget has been an all-around wonderful partner to work with and it’s very refreshing! She’s stepped into more of a lead role it seems and she’s crushing it.
Adam Friedman
Senior Software Engineer, Big Nerd Ranch
RESULTS:
Shaping Bold Outcomes
By applying UX design principles, we demonstrated the value of leveraging CFA's existing design system. We linked our findings directly to user experience symptoms, ensuring all design changes were rooted in improving usability and accessibility. Our collaboration with CFA’s product and engineering teams enabled us to prioritize and scope critical issues while keeping the launch timeline intact.
Over 50% Increase in
adoption rates
Restoration of trust among restaurant operators
A user-friendly platform that minimized biases and addressed usability issues