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As a User Experience Design Lead, I oversaw the client Chick-Fil-A and their product needs from inception to completion. While working with Chickfila I led two internal products - Food and Safety and Health Prompt. 

Note: Some of the content is intentionally redacted.


Role: Lead Designer – me, myself, and I

Stakeholders: Collaborating with UX designer, product manager, clients, and developers

Duration: 11 months

Users: Chick-fil-a employees 

Tools: Sketch, InVision, MIRO, Userlytics

The problem

Food and Safety application plays a crucial role in ensuring compliance with food safety regulations, maintaining high standards of hygiene, and providing a safe dining experience for customers. Corrective actions is an action plan that team leaders have to take to resolve and/or maintain the food and safety standards. So our objective was:


How might we facilitate and encourage team leaders to take action and devise a corrective plan?

The Approach

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initial Discovery and Research

What does Success look like?

  • Easy to use even while walking

  • Customized actions

  • Early adoption and engagement

Workshop Goals:

  • Understand the current food and safety challenges faced by the users.

  • Conducted interviews and observations with employees, customers, and relevant stakeholders to gain insights into their needs, concerns, and pain points regarding food safety.

Product Users

A comprehensive list of users affected by new experience

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What are the current pain points and what is working well for the users?

A comprehensive list of users affected by new experience

What bothers them?

Restored CFA - Brainstorm_ Corrective Actions - Current Pain Points.jpg

What are they happy with?

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Identify & prioritize key user group activities

Prioritize User Tasks

​For the primary user group: Leaders

  • What are user groups trying to accomplish?

  • Where and how does the user complete most of their work?

  • Who else is involved in completing their activities?

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Review key user journey, interactions and touch points 

User Journey for primary prioritized user group: Leaders

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Ideate and Solution


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Service Blueprint

Since this journey had various touchpoints with other product users and cross-functional effort, we wanted to create a end to end blueprint

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low fidelity representations of how each user is involved based on the service blueprint.

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Mockups & Prototype

After we were done with the wireframing exercise, I created mocks and a prototype with the interactions that connect those screens. I followed the WCAG guidelines except some branding were not accessible. I reviewed Chick-fil-a's branding and gave recommendations on improving the accessibility. They are revising their design systems. Not shared here to protect clients details

User testing

We conducted unmoderated and moderated usability testing on web and mobile for the Food Safety Applications - Corrective Action plan.


  • Identify opportunities to improve the usability of the new corrective action plan

  • Uncover problems in the design

  • Learning about the target user’s behavior and preferences

Initial Questionnaire: We wanted to get an understanding of what corrective actions are done in different franchises


Task based questions: Set of activities were given to each participant based on different scenarios


Final questionnaire: Included some open ended questions for the participants to capture any final suggestions/thoughts


Below is an example of the moderated usability testing on mobile. The new experience was well received. 5 out of 5 users thought the new experience was useful to focus on the findings and resolve them one at a time. We got feedback to incorporate information that were missing from the prototype. We gave our participants feedback and our recommendations to the clients.

Tool used: Userlytics

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Collaborating with a client who possessed knowledge about the UX (User Experience) process was a complex yet profoundly rewarding experience. This engagement provided an opportunity to navigate the challenges and seize the possibilities of introducing user-centered design principles to an organization that was relatively new to the concept.

  • Complexity of Clarity

  • Educator and Advocate

  • Championing Iteration

  • Establishing trust and partnership

  • Balancing act

  • Lasting Impact

Impact and Outcome

My role as a Lead UX Designer on a project that concluded when I left the company showcased strong leadership and a client-centric approach.

From the start, I prioritized exceeding our clients' expectations, focusing on research, collaboration, and designs that aimed to delight. I emphasized a collaborative environment, effective communication, and mentorship.

Throughout, our clients' objectives remained at the forefront. I continuously sought feedback and adapted to ensure alignment with their goals.

Although the project ended when I left the company, it highlighted the importance of strong leadership and client-centricity. It also emphasized the value of an empowered team. While it marked the end of one chapter, it opened doors for personal and professional growth, further reinforcing my commitment to these principles.

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