Chick-fil-A UX Audit
Auditing a restaurants eLearning platform to ensure its usability and accessibility. Making it ridiculously easy for Team Members to learn
Navigating internal bias in order to do the right thing for our users.
Overview
Chick-fil-A had asked Big Nerd Ranch to evaluate their 2nd redesign attempt of their restaurants eLearning platform. There previous attempt proved to be unsuccessful. Restaurant Operators were abandoning it and reverting back to creating Power Point presentations and handing out print outs of procedures in order to onboard and retrain Team Members.
Restaurant Operators had lost trust in Chick-fil-A corporate. And, gaining it back was going to be a big hurdle to overcome. This time they needed to get it right.
2022-2023
Company Type
Hospitality
Platform
Web App
Design and Research Timeline
3 Weeks
Role
Lead Experience Designer, Big Nerd Ranch
Team
Zack Simon, Senior Experience Director
Methodologies
• Document Uptake
• Stakeholder Interviews
• Previous Application Demo(s)
• Application Audit
• Prioritization Workshop
Problem
Chick-fil-A asked us, Big Nerd Ranch to audit the application to ensure that they don’t launch the new MVP with any usability or accessibility issues that would cause Operators any friction. And, make the process of onboarding and retraining employees easy. Chick-fil-A struggled internally with bias as it pertained to how they wanted certain features to function and design components to look, causing fundamental navigational issues and inconsistencies throughout. As a result causing more usability issues.
Solution
We conducted a discovery to ensure we had an in depth understanding of the goals of the users and the business. We focused on usability and accessibility standards. We categorized some of the recommendations and provided suggestions, and explored possible solutions — while maintaining the integrity of the existing design.
Outcome
We shifted corporates mindset when it comes to design systems by illustrating the value and benefits of utilizing their existing design system. We were able to tie all of our observations back to the symptoms users will experience. Removing any bias by tying it back to UX Design Principals. Our audit helped CFA launch the next iteration of the eLearning platform without any usability issues, improving adoption rates by more than 50% and winning back Restaurant Operators trust.
We worked together with the CFA product and engineering team to prioritize and scope the issues based on user impact and value. All without impacting their existing launch date.