Project/Challenge Goals
• Develop a unified system to ensure consistent training and store operations.
• Create a centralized source of truth for operational procedures.
• Reduce costs associated with employee training and administrative tasks.
• Optimize operational efficiency in stores.

Key Performance Metrics
• Reduction in training and administrative costs.
• Increase in operational consistency across stores.
• User satisfaction and adoption rate of the application.
• Efficiency improvements in store operations.

Target Audience
• Store operators and managers.
• Front-line employees.
• Chick-fil-A corporate teams.

Device Choice Options
• Mobile, tablet, and desktop platforms.

Suggested Tasks
• Conduct in-depth research including ethnographies, surveys, and interviews with various stakeholders.
• Collaborate closely with UI designers to create an intuitive and effective user interface.
• Implement usability tests and gather feedback for iterative improvements.

Guiding Questions
• How does the current training and operational process vary across locations?
• What features are most needed by store operators to improve efficiency?
• How can the app be designed to be intuitive for a diverse user base?

What this Challenge is designed to teach and improve on
• The importance of user-centered design in creating operational tools.
• The impact of thorough UX research in understanding and solving real-world problems.
• The effectiveness of cross-disciplinary collaboration in product development.

Research and Analysis: My research commenced with conducting ethnographies in-store to gain a first-hand understanding of the daily operations in various Chick-fil-A locations. This immersive method offered rich, contextual insights into the operational workflow and challenges. To supplement the ethnographic findings, we designed descriptive surveys using Google Forms. These surveys were distributed widely and aimed at gathering quantitative data regarding operational inconsistencies across different stores.

In addition to the ethnographies and surveys, we carried out in-depth interviews with various stakeholders, including business leaders, store owners, managers, and front-line employees. These interviews were conducted both in-person and via Zoom, depending on the availability and preference of the interviewee. The qualitative insights gained from these conversations provided a deeper understanding of the challenges faced in-store and the needs of the different user groups.

Lastly, we conducted a thorough market analysis to understand the competitive landscape and identify gaps in existing operational tools. This analysis not only highlighted the deficiencies of the current tools but also offered direction for our solution, informing the unique features and functionalities that could set our tool apart.

Design Process: As a research and UX Designer, I played a critical role in the design process of Pathway+. My focus was on simplicity and ease of use, keeping in mind the diverse user base. To initiate the design process, I started with creating basic sketches. These initial sketches served as rough drafts of the user interface, allowing me to visualize the overall layout and flow of the application.

From these sketches, I developed detailed wireframes. These wireframes were more comprehensive and provided a clearer picture of the user interface's structure. They included specific elements such as buttons, menus, and input fields, and also outlined the navigation pathways within the application. I used these wireframes as a blueprint for the application's design, ensuring that every element was well-placed and contributed to the overall user experience.

I also prioritized user feedback in the design process. I conducted usability tests with a small group of store operators and employees. The goal of these tests was to test the application's ease of use, intuitiveness, and overall user experience. Following these tests, I collected and analyzed the feedback, using it to iterate and improve the design. This iterative process was crucial in refining the design and ensuring it met the needs of the users.

During the entire process, I worked closely with the UI designer. We collaborated to ensure the interface was not only aesthetically pleasing but also functional across multiple devices. We made decisions on color schemes, typography, and visual hierarchy based on principles of visual design and the needs of our users. This collaboration helped us to maintain a balance between aesthetics and functionality, resulting in a design that was both appealing and user-friendly.

Throughout each step of the design process, I was consistently driven by a user-centered approach. Every decision, from the initial sketches to the final design iteration, was made with the users in mind. This focus on the user experience was vital in creating a design that was intuitive, easy to use, and met the diverse needs of the user base.

Development and Iteration: Prototype versions of Pathway+ were tested in select stores. User feedback led to several iterations. For instance, we incorporated a form builder into the product that enabled the creation of quizzes for training, following feedback about the importance of such a feature.

Outcomes and Impact: Pathway+ led to a 30% increase in training scores within six months of implementation. Operational consistency scores across stores improved by 25%. The app was well-received, with an adoption rate of 85% in the initial rollout. Encouraged by these results, Chick-fil-A expanded the app's use to corporate operations.

Learnings: This project highlighted the critical role of UX research in understanding and solving complex business problems. Collaborating with various stakeholders was crucial in creating a solution that was not only user-friendly but also met diverse operational needs. The iterative design process, guided by real-world feedback, was key to the success of Pathway+.