UX/UI Case Study:
Chick-fil-A Licensee Visit Report Dashboard Design

chick-fil-a-LVR-hero

Project Overview

Challenge

As a high-revenue fast food chain, Chick-fil-A has a process for the Licensee Visit Report (LVR) where food inspection takes place. The licensee visit report (LVR) as of right now is merely a PDF form that the food inspector fills out and submits for reporting purposes.

The current licensee visit report lacks any form of digital product and thorough details on how to cover the following critical areas:

  • Food Safety 5
  • Food Quality
  • Service & Hospitality Requirements
  • Key Systems
  • CFA Licensing Leader Tracking
  • Team Member Recording
  • Consulting Narrative

Objectives

  • Design an easy fill-out LVR form that allows Chick-fil-A’s food inspectors to seamlessly evaluate licensee location’s performance
  • Include all key areas of the LVR and be as detailed as possible so that all bases are covered
  • Develop a foundation for a scoring system to evaluate licensee location’s performance for the LVR process
  • Reduce confusion and increase accuracy for the evaluation of the LVR

Project Scope

User experience research, dashboard UI design, branding

Tools

Figma, Miro, Photoshop

Team

UI/UX Design Lead – Allison Kuehn

Product Owner – Allison Coats

Software Engineer – Ryan Singhel

Product Design Process

1. Define the Scope

The Scope of the User Experience

The user experience for the Chick-fil-A licensee visit report (LVR) will include:

  • A dashboard to access the licensee visit report (LVR)
  • The licensee visit report (LVR) will evaluate each of the critical categories with inputs
  • A user experience that gives the user more granular questions based on data inputs
  • A feature complete different sections of the form at different times
  • A feature to save and keep track of progress

How the Licensee Visit Report (LVR) Works

The Licensee Visit Report (LVR) is used by Chick-fil-A owners, team leaders and food inspectors at over 400 locations. This fill-out form is a tool to evaluate performance, cleanliness, and hygiene for licensee locations.

Each licensee visit can be both expected and unexpected. Sometimes, team leaders have someone show up unexpectedly and they have to make accomodations. Each evaluation examines critical areas, including:

  • Food Safety 5
  • Food Quality
  • Service & Hospitality Requirements
  • Key Systems
  • Chick-fil-A Licensing Leader Tracking
  • Team Member Reordering
  • Consulting Narrative

Once the Licensee Visit Report (LVR) is completed, the data plugs into a dashboard. This dashboard shows the performative metrics of each licensee location for comparison and evaluation.

Product Goals

After listing the top priorities for both users and stakeholders, this will serve as a guide for the future development of the product. The product goals combines business goals and user goals into what features to include in Chick-fil-A’s Licensee Visit Report (LVR).
product-goals

2. Discover User Needs

Previous Licensee Visit Report (LVR)

Here are the pain points of the previous Licensee Visit Report (LVR):
  • It is only in PDF form and not a digital product
  • There were too many “yes” or “no” questions and not enough detailed multiple-choice questions
  • To clear flow or organization in the form and did not address any specific issues at licensee locations
  • The form did not give inputs that are granular enough for performance evaluation
Previous slide
Next slide

User Interviews

Much of the interview is protected by confidentiality agreements, but there are still parts that I am allowed to present. During our walk-through visit at the Chick-fil-A licensee location at UT Austin, I was given a demonstration as to what the licensee visit entails.

Using the user interview script, I asked fundamental questions to the full scope on the licensee visit report (LVR).

User Flow Scenario

The design of the Licensee Sales Report (LVR) provides a way for stakeholders to conduct a seamless user experience for the food inspection process. Since the current LVR is in a PDF format, this was the starting point to base the user flow and design.

Though the form-fill out process is pretty straightforward, there were a couple other scenarios to keep in mind:
  1. User inputs the fill-out form
  2. User inputs part of the fill-out form and saves progress
  3. User utilizes main dashboard to access different parts of the fill-out form
  4. User has the ability to view performance metrics
cfa-user-scenario

Application Sitemap

After researching, interviewing and articulating the overall user flow scenario, I wanted to build up the structure of the Licensee Visit Report (LVR) fill-out form using an application sitemap. This application sitemap helps me a the designer to visualize the relationship between the content and examine the hiearchy.
sitemap-lvr

How Might We...?

After interviewing users and creating user flow scenarios, it was time to decipher how the licensee visit report (LVR) can better serve the user experience of food inspection. 

The “How Might We” method creates an atmosphere for solutions by reframing known challenges around our product. After identifying user challenges and exploring subject matter, I asked more questions about how the Chick-fil-A Licensee Visit Report (LVR) can solve specific problems:
  • How might we create a seamless fill-out form for the licensee visit report?
  • How might we help users keep track of their progress on the licensee visit report?
  • How might we create a user-friendly dashboard that helps users navigate different sections?
  • How might we articulate a set of new questions about specific sections of food safety based on previously checked-off boxes?

3. Design the Product

Product Design Inspiration - Turbo Tax

After researching more commonly-known user interfaces (UIs), I decided to take some inspiration from Turbo Tax. Turbo Tax is a prime example of a form fill-out user experience that allows for different sections to be complete at different time increments.

Using the aesthetic, minimalist design and friendly iconography, Turbo Tax makes users enjoy doing their taxes (which most people hate).

Following this inspiration, I wanted to make the food safety inspection more objective for the user.

turbo-tax-inspiration

Wireframes (Lo-Fidelity)

For the first round of sketching out wireframes, I like to kick it old school and hand-draw them. Although I’ve used Balsamiq, hand-drawing is less restrictive and allows for more visualization and precision.

For the licensee visit report (LVR), the focus for these wireframes was figuring out where to put what.

The lo-fidelity wireframe sketches include both mobile and desktop. It draws out both the main dashboard and the fill-out form.

licensee-visit-report-wireframe
licensee-visit-report-wireframe

Hi-Fidelity Fill-Out Form & Dashboard Mockups

The Chick-fil-A design system has already been established. Therefore, I did not need to reinvent the wheel when it comes to color, typography, and atomic element design.

The hi-fidelity mockups for Chick-fil-A licensee visit report (LVR) are highly-detailed versions of what the final product will look like.

In the case of the licensee visit report (LVR), the user fills out the food safety inspection report and submits it. They are also able to keep tabs on the progress.

chick-fil-a-LVR-mockup
LVR-desktop-mockup-1
LVR-desktop-mockup-2
LVR-desktop-mockup-3

Chick-fil-A Licensee Visit Report (LVR) Dashboard Prototype

UX/UI Case Study:
Chick-fil-A Licensee Visit Report Dashboard Design

chick-fil-a-LVR-hero

Project Overview

Challenge

As a high-revenue fast food chain, Chick-fil-A has a process for the Licensee Visit Report (LVR) where food inspection takes place. The licensee visit report (LVR) as of right now is merely a PDF form that the food inspector fills out and submits for reporting purposes.

The current licensee visit report lacks any form of digital product and thorough details on how to cover the following critical areas:

  • Food Safety 5
  • Food Quality
  • Service & Hospitality Requirements
  • Key Systems
  • CFA Licensing Leader Tracking
  • Team Member Recording
  • Consulting Narrative

Objectives

  • Design an easy fill-out LVR form that allows Chick-fil-A’s food inspectors to seamlessly evaluate licensee location’s performance
  • Include all key areas of the LVR and be as detailed as possible so that all bases are covered
  • Develop a foundation for a scoring system to evaluate licensee location’s performance for the LVR process
  • Reduce confusion and increase accuracy for the evaluation of the LVR

Project App

User experience research, dashboard UI design, branding

Tools

Figma, Miro, Photoshop

Team

UI/UX Design Lead – Allison Kuehn

Product Owner – Allison Coats

Software Engineer – Ryan Singhel

Product Design Process

Define the Scope

The objective for the product design for the Licensee Visit Report (LVR) is to provide a clear, detailed, and accurate evaluation of the Chick-fil-A licensee locations. The business goals are outlined as follows:
  • Ensure that licensee locations pass food safety inspections
  • Maintain Chick-fil-A’s guidelines and regulations
  • Keep guests safe from potential dangers
  • Keep Team Members in check for evaluation performance
  • Provide a more detailed evaluation of Licensee Visit Report (LVR) for improvement in the future

Discover User Needs

The users of the licensee visit report (LVR) are either Chick-fil-A’s food inspectors and/or owners of licensee locations. The licensee visit report (LVR) evaluates the cleanliness, sanitation, and safety covering the following categories:

Discovering the user needs for this fill-out form involves:
  • Site-mapping the key categories of the evaluation form
  • Articulating user scenarios for each phase of the fill-out form
  • Articulating more questions and user scenarios based on previous boxes being checked off
  • Understanding what the visit report all entails and the strategies of the person doing the evaluating

Design User Experience & Product

When designing a licensee visit report (LVR), the devil is in the details. This is because a thorough food safety inspection requires that nothing is left out.

The design process requires the following steps:
  • Research on other well-known user interfaces (UIs)
  • Studying the PDF original form of the licensee visit report (LVR)
  • Content Visualization (where to put what)
  • Hand-drawn wireframes to decipher form structure and placement
  • Hi-fidelity mockups illustrating the licensee visit report (LVR) evaluative form fill-out

Develop the Prototype

The licensee visit report (LVR) fill-out form prototype is best utilized for tablet and mobile. The LVR prototype walks the user through the user experience of evaluating the performance of licensee locations.

This process involves:
  • Selecting the fill-out form for the licensee visit report (LVR)
  • Evaluating food quality, service & hospitality requirements, sanitation, cleanliness
  • Provide a consulting narrative and team recording
  • Keep a progress of completion on the licensee visit report (LVR)

1. Define the Scope

The Scope of the User Experience

The user experience for the Chick-fil-A licensee visit report (LVR) will include:

  • A dashboard to access the licensee visit report (LVR)
  • The licensee visit report (LVR) will evaluate each of the critical categories with inputs
  • A user experience that gives the user more granular questions based on data inputs
  • A feature complete different sections of the form at different times
  • A feature to save and keep track of progress

How the Licensee Visit Report (LVR) Works

The Licensee Visit Report (LVR) is used by Chick-fil-A owners, team leaders and food inspectors at over 400 locations. This fill-out form is a tool to evaluate performance, cleanliness, and hygiene for licensee locations.

Each licensee visit can be both expected and unexpected. Sometimes, team leaders have someone show up unexpectedly and they have to make accomodations. Each evaluation examines critical areas, including:

  • Food Safety 5
  • Food Quality
  • Service & Hospitality Requirements
  • Key Systems
  • Chick-fil-A Licensing Leader Tracking
  • Team Member Reordering
  • Consulting Narrative

Once the Licensee Visit Report (LVR) is completed, the data plugs into a dashboard. This dashboard shows the performative metrics of each licensee location for comparison and evaluation.

Product Goals

After listing the top priorities for both users and stakeholders, this will serve as a guide for the future development of the product. The product goals combines business goals and user goals into what features to include in Chick-fil-A’s Licensee Visit Report (LVR).
product-goals

2. Discover User Needs

Previous Licensee Visit Report (LVR)

Here are the pain points of the previous Licensee Visit Report (LVR):
  • It is only in PDF form and not a digital product
  • There were too many “yes” or “no” questions and not enough detailed multiple-choice questions
  • To clear flow or organization in the form and did not address any specific issues at licensee locations
  • The form did not give inputs that are granular enough for performance evaluation
lvr-form-pdf-carousel-1
lvr-form-pdf-carousel-2
lvr-form-pdf-carousel-3

User Interviews

Much of the interview is protected by confidentiality agreements, but there are still parts that I am allowed to present. During our walk-through visit at the Chick-fil-A licensee location at UT Austin, I was given a demonstration as to what the licensee visit entails.

Using the user interview script, I asked fundamental questions to the full scope on the licensee visit report (LVR).

User Flow Scenario

The design of the Licensee Sales Report (LVR) provides a way for stakeholders to conduct a seamless user experience for the food inspection process. Since the current LVR is in a PDF format, this was the starting point to base the user flow and design.

Though the form-fill out process is pretty straightforward, there were a couple other scenarios to keep in mind:
  1. User inputs the fill-out form
  2. User inputs part of the fill-out form and saves progress
  3. User utilizes main dashboard to access different parts of the fill-out form
  4. User has the ability to view performance metrics
cfa-user-scenario

Application Sitemap

After researching, interviewing and articulating the overall user flow scenario, I wanted to build up the structure of the Licensee Visit Report (LVR) fill-out form using an application sitemap.

This application sitemap helps me a the designer to visualize the relationship between the content and examine the hiearchy.
sitemap-lvr

How Might We...?

After interviewing users and creating user flow scenarios, it was time to decipher how the licensee visit report (LVR) can better serve the user experience of food inspection. 

The “How Might We” method creates an atmosphere for solutions by reframing known challenges around our product. After identifying user challenges and exploring subject matter, I asked more questions about how the Chick-fil-A Licensee Visit Report (LVR) can solve specific problems:
  • How might we create a seamless fill-out form for the licensee visit report?
  • How might we help users keep track of their progress on the licensee visit report?
  • How might we create a user-friendly dashboard that helps users navigate different sections?
  • How might we articulate a set of new questions about specific sections of food safety based on previously checked-off boxes?

3. Design the Product

Product Design Inspiration - Turbo Tax

After researching more commonly-known user interfaces (UIs), I decided to take some inspiration from Turbo Tax. Turbo Tax is a prime example of a form fill-out user experience that allows for different sections to be complete at different time increments.

Using the aesthetic, minimalist design and friendly iconography, Turbo Tax makes users enjoy doing their taxes (which most people hate).

Following this inspiration, I wanted to make the food safety inspection more objective for the user.

turbo-tax-inspiration

Wireframes (Lo-Fidelity)

For the first round of sketching out wireframes, I like to kick it old school and hand-draw them. Although I’ve used Balsamiq, hand-drawing is less restrictive and allows for more visualization and precision.

For the licensee visit report (LVR), the focus for these wireframes was figuring out where to put what.

The lo-fidelity wireframe sketches include both mobile and desktop. It draws out both the main dashboard and the fill-out form.

licensee-visit-report-wireframe
licensee-visit-report-wireframe

Hi-Fidelity Fill-Out Form & Dashboard Mockups

The Chick-fil-A design system has already been established. Therefore, I did not need to reinvent the wheel when it comes to color, typography, and atomic element design.

The hi-fidelity mockups for Chick-fil-A licensee visit report (LVR) are highly-detailed versions of what the final product will look like.

In the case of the licensee visit report (LVR), the user fills out the food safety inspection report and submits it. They are also able to keep tabs on the progress.

chick-fil-a-LVR-mockup
LVR-desktop-mockup-1
LVR-desktop-mockup-2
LVR-desktop-mockup-3

Chick-fil-A Licensee Visit Report (LVR) Dashboard

UX/UI Case Study:
Chick-fil-A Licensee Visit Report Dashboard Design

cfa-lvr-hero

Project Overview

Challenge

As a high-revenue fast food chain, Chick-fil-A has a process for the Licensee Visit Report (LVR) where food inspection takes place. The licensee visit report (LVR) as of right now is merely a PDF form that the food inspector fills out and submits for reporting purposes.

The current licensee visit report lacks any form of digital product and thorough details on how to cover the following critical areas:

  • Food Safety 5
  • Food Quality
  • Service & Hospitality Requirements
  • Key Systems
  • CFA Licensing Leader Tracking
  • Team Member Recording
  • Consulting Narrative

Objectives

  • Design an easy fill-out LVR form that allows Chick-fil-A’s food inspectors to seamlessly evaluate licensee location’s performance
  • Include all key areas of the LVR and be as detailed as possible so that all bases are covered
  • Develop a foundation for a scoring system to evaluate licensee location’s performance for the LVR process
  • Reduce confusion and increase accuracy for the evaluation of the LVR

Project Scope

User experience research,
dashboard UI design, branding

Tools

Figma, Miro, Photoshop

Team

UI/UX Design Lead – Allison Kuehn

Product Owner – Allison Coats

Software Engineer – Ryan Singhel

Product Design Process

Define the Scope

The objective for the product design for the Licensee Visit Report (LVR) is to provide a clear, detailed, and accurate evaluation of the Chick-fil-A licensee locations. The business goals are outlined as follows:
  • Ensure that licensee locations pass food safety inspections
  • Maintain Chick-fil-A’s guidelines and regulations
  • Keep guests safe from potential dangers
  • Keep Team Members in check for evaluation performance
  • Provide a more detailed evaluation of Licensee Visit Report (LVR) for improvement in the future

Discover User Needs

The users of the licensee visit report (LVR) are either Chick-fil-A’s food inspectors and/or owners of licensee locations. The licensee visit report (LVR) evaluates the cleanliness, sanitation, and safety covering the following categories:

Discovering the user needs for this fill-out form involves:
  • Site-mapping the key categories of the evaluation form
  • Articulating user scenarios for each phase of the fill-out form
  • Articulating more questions and user scenarios based on previous boxes being checked off
  • Understanding what the visit report all entails and the strategies of the person doing the evaluating

Design User Experience & Product

When designing a licensee visit report (LVR), the devil is in the details. This is because a thorough food safety inspection requires that nothing is left out.

The design process requires the following steps:
  • Research on other well-known user interfaces (UIs)
  • Studying the PDF original form of the licensee visit report (LVR)
  • Content Visualization (where to put what)
  • Hand-drawn wireframes to decipher form structure and placement
  • Hi-fidelity mockups illustrating the licensee visit report (LVR) evaluative form fill-out

Develop the Prototype

The licensee visit report (LVR) fill-out form prototype is best utilized for tablet and mobile. The LVR prototype walks the user through the user experience of evaluating the performance of licensee locations.

This process involves:
  • Selecting the fill-out form for the licensee visit report (LVR)
  • Evaluating food quality, service & hospitality requirements, sanitation, cleanliness
  • Provide a consulting narrative and team recording
  • Keep a progress of completion on the licensee visit report (LVR)

1. Define the Scope

The Scope of the User Experience

The user experience for the Chick-fil-A licensee visit report (LVR) will include:

  • A dashboard to access the licensee visit report (LVR)
  • The licensee visit report (LVR) will evaluate each of the critical categories with inputs
  • A user experience that gives the user more granular questions based on data inputs
  • A feature complete different sections of the form at different times
  • A feature to save and keep track of progress

How the Licensee Visit Report (LVR) Works

The Licensee Visit Report (LVR) is used by Chick-fil-A owners, team leaders and food inspectors at over 400 locations. This fill-out form is a tool to evaluate performance, cleanliness, and hygiene for licensee locations.

Each licensee visit can be both expected and unexpected. Sometimes, team leaders have someone show up unexpectedly and they have to make accomodations. Each evaluation examines critical areas, including:

  • Food Safety 5
  • Food Quality
  • Service & Hospitality Requirements
  • Key Systems
  • Chick-fil-A Licensing Leader Tracking
  • Team Member Reordering
  • Consulting Narrative

Once the Licensee Visit Report (LVR) is completed, the data plugs into a dashboard. This dashboard shows the performative metrics of each licensee location for comparison and evaluation.

Product Goals

After listing the top priorities for both users and stakeholders, this will serve as a guide for the future development of the product.

The product goals combines business goals and user goals into what features to include in Chick-fil-A’s Licensee Visit Report (LVR).
product-goals

2. Discover User Needs

Previous Licensee Visit Report (LVR)

Here are the pain points of the previous Licensee Visit Report (LVR):
  • It is only in PDF form and not a digital product
  • There were too many “yes” or “no” questions and not enough detailed multiple-choice questions
  • To clear flow or organization in the form and did not address any specific issues at licensee locations
  • The form did not give inputs that are granular enough for performance evaluation
lvr-form-pdf-carousel-1
lvr-form-pdf-carousel-2
lvr-form-pdf-carousel-3

User Interviews

Much of the interview is protected by confidentiality agreements, but there are still parts that I am allowed to present. During our walk-through visit at the Chick-fil-A licensee location at UT Austin, I was given a demonstration as to what the licensee visit entails.

Using the user interview script, I asked fundamental questions to the full scope on the licensee visit report (LVR).

User Flow Scenario

The design of the Licensee Sales Report (LVR) provides a way for stakeholders to conduct a seamless user experience for the food inspection process. Since the current LVR is in a PDF format, this was the starting point to base the userflow and design.

Though the form-fill out process is pretty straightforward, there were a couple other scenarios to keep in mind:
  1. User inputs the fill-out form
  2. User inputs part of the fill-out form and saves progress
  3. User utilizes main dashboard to access different parts of the fill-out form
  4. User has the ability to view performance metrics
cfa-user-scenario

Application Sitemap

After researching, interviewing and articulating the overall user flow scenario, I wanted to build up the structure of the Licensee Visit Report (LVR) fill-out form using an application sitemap.

This application sitemap helps me a the designer to visualize the relationship between the content and examine the hiearchy.
sitemap-lvr

How Might We...?

After interviewing users and creating user flow scenarios, it was time to decipher how the licensee visit report (LVR) can better serve the user experience of food inspection. 

The “How Might We” method creates an atmosphere for solutions by reframing known challenges around our product. After identifying user challenges and exploring subject matter, I asked more questions about how the Chick-fil-A Licensee Visit Report (LVR) can solve specific problems:
  • How might we create a seamless fill-out form for the licensee visit report?
  • How might we help users keep track of their progress on the licensee visit report?
  • How might we create a user-friendly dashboard that helps users navigate different sections?
  • How might we articulate a set of new questions about specific sections of food safety based on previously checked-off boxes?

3. Design the Product

Product Design Inspiration - Turbo Tax

After researching more commonly-known user interfaces (UIs), I decided to take some inspiration from Turbo Tax. Turbo Tax is a prime example of a form fill-out user experience that allows for different sections to be complete at different time increments.

Using the aesthetic, minimalist design and friendly iconography, Turbo Tax makes users enjoy doing their taxes (which most people hate).

Following this inspiration, I wanted to make the food safety inspection more objective for the user.

turbo-tax-inspiration

Wireframes (Lo-Fidelity)

For the first round of sketching out wireframes, I like to kick it old school and hand-draw them. Although I’ve used Balsamiq, hand-drawing is less restrictive and allows for more visualization and precision.

For the licensee visit report (LVR), the focus for these wireframes was figuring out where to put what.

The lo-fidelity wireframe sketches include both mobile and desktop. It draws out both the main dashboard and the fill-out form.

licensee-visit-report-wireframe
licensee-visit-report-wireframe

Hi-Fidelity Fill-Out Form & Dashboard Mockups

The Chick-fil-A design system has already been established. Therefore, I did not need to reinvent the wheel when it comes to color, typography, and atomic element design.

The hi-fidelity mockups for Chick-fil-A licensee visit report (LVR) are highly-detailed versions of what the final product will look like.

In the case of the licensee visit report (LVR), the user fills out the food safety inspection report and submits it. They are also able to keep tabs on the progress.

chick-fil-a-LVR-mockup
LVR-desktop-mockup-1
LVR-desktop-mockup-2
LVR-desktop-mockup-3

Chick-fil-A Licensee Visit Report (LVR) Dashboard