Chick-fil-A Support Center (Internship)

Restaurant Controls

Outcomes

  • Conducted user interviews to identify central pain points experienced by Franchise Owners.

  • Designed the MVP experience for an upgraded version of the Franchisee’s restaurant controls app software.

  • Conducted user testing using prototypes to identify additional opportunity areas.

  • Presented an overview of the scope and outcomes of my work.

Role

User Experience Designer

User Interface Designer

User Researcher

Timeline

June 2021 to August 2021

Team

Product Owner, Project Manager, Experience Designers, Business Analyst, Developers, and Marketing Intern

Project Overview

I worked as a Business Analyst intern at the Chick-fil-A Support Center during the summer of 2020. My position was on the Enterprise Menu Management Team within the Digital Technology Transformation (DTT) department and Customer Technology Solutions (CTS) sub-department where I conducted the human-centered design process to determine if the proposed “people problem” was a true issue faced by Franchisees, and if so, create MVP design solutions for the issue.

My Process

My Takeaways

👂 Listen to unspoken words

Words that interviewees do not say, such as facial expressions, body language, and tone can reveal hidden pain points.

⏱️ “No” or “Later” is okay

Prioritize the most crucial, impactful, and central solution first. If more resources are allocated, incorporate additional solutions at a later time.

👁️ Scope out the competitors

Identifying what is working and what is not working for competitors’ solutions of the problem being solved can help guide design thinking and explorations.

🗣️ Communicate early & often

Begin involving relevant stakeholders early in the process. In discussions, invite and incorporate ideas, constructive feedback, and insights.

Disclaimer: My work on this project is protected under NDA.