B2B I Responsive LMS Platform I Hospitality I Hospitality
Increasing adoption rates by over 50%
Auditing a restaurant's eLearning platform to ensure usability and accessibility while overcoming internal bias to prioritize what’s best for users, making it ridiculously easy for team members to learn.
OVERVIEW: Chick-fil-A (CFA) requested that Big Nerd Ranch evaluate their second redesign attempt of the restaurants' eLearning platform. The previous attempt had failed, with restaurant operators abandoning it in favor of creating PowerPoint presentations and distributing printed procedures for onboarding and retraining team members.
Restaurant operators had lost trust in CFA corporate, making it a significant challenge to regain. This time, getting it right was crucial.
2022
DURATION: 3 Weeks
PLATFORM: Web App
ROLE: Lead Experience Designer, BNR
METHODOLOGIES:
- Document Intake
- Reviewed Previous Redesign Attempts
- Stakeholder Interviews
- App Demos
- Application Audit
- Prioritization Workshop
PROBLEM:
CFA enlisted Big Nerd Ranch (BNR) to audit their application, ensuring the MVP launched smoothly without usability or accessibility issues. Internal biases on feature functionality and design led to navigation challenges and inconsistencies, complicating onboarding and retraining.
SOLUTION:
During the discovery phase, we focused on understanding user and business goals, prioritizing usability and accessibility. We organized recommendations, offered actionable insights, and proposed solutions that respected the original design’s integrity.
IMPACT:
Increased adoption rates by over 50% and restored trust among restaurant operators.
Outcome
We transformed corporate perspectives on design systems by demonstrating the value and benefits of leveraging their existing system. By linking our observations to the user experience symptoms and addressing biases through UX design principles, we guided CFA in launching the next iteration of their eLearning platform free from usability issues. This resulted in over a 50% increase in adoption rates and successfully restored trust among restaurant operators.
We collaborated with the CFA product and engineering teams to prioritize and scope issues based on their impact and value to users, all while ensuring the existing launch date remained unaffected.