Improving Guest Satisfaction (OSAT) Scores

eLearning Learning Path

Tools Used

To create the eLearning materials, I used:

Camtasia
Adobe InDesign

Project Overview

I led the design and development of a learning path to help restaurant operators effectively use GuestFocus, an online dashboard that provides customer satisfaction (OSAT) data. The learning path was designed to guide restaurant-level operators and above store leaders through interpreting their restaurant-level data and creating targeted improvement plans to enhance the guest experience and was implemented across seven brands.

The Problem

Prior to this project, there was no defined learning path for GuestFocus within the LMS. Operators were expected to explore the platform independently or rely on ad hoc training from leaders, resulting in inconsistent knowledge and usage.

To better understand the issue, I designed and distributed a survey to restaurant-level managers and above-store leaders. Based on more than 200 responses, operators reported that the dashboard contained an overwhelming amount of information and was time-consuming to navigate. Many indicated they were unsure where to focus their attention, which led to limited engagement with the platform and minimal data-driven decision-making. At the same time, several brands were not meeting their OSAT goals.

My Role

I owned the instructional strategy and evaluation for this project and collaborated closely with cross-functional partners. My responsibilities included:

Designing and distributing the operator survey to identify gaps in existing GuestFocus training.
Analyzing survey data and developing a proposed learning path strategy.
Presenting the learning plan to the GuestFocus team and senior Operations leadership.
Partnering with another instructional designer to script and develop videos, guided practices, and job aids.
Collaborating with the LMS manager and stakeholders to plan and execute a beta launch.
Collecting and analyzing feedback from restaurant operators, above-store leaders, and corporate employees.
Creating and executing an action plan to address feedback prior to system-wide rollout.
Coordinating with training managers across all seven brands to deploy the learning path within each LMS.
Designing and deploying Level 1 evaluation surveys and monitoring learner feedback post-launch.
Sharing evaluation results and insights with stakeholders.

Design and Development Approach

The learning path was intentionally designed to reduce cognitive overload while encouraging consistent engagement.

Video Instruction. Screen-recorded videos were created using Camtasia to walk learners through each major GuestFocus dashboard, highlighting where to focus and how to interpret the data.
Guided Practice. Developed in Adobe InDesign, guided practice worksheets prompted learners to explore their own restaurant data, reinforcing real-world application and data interpretation.
Job Aids and Reference Materials. These provided targeted resources operators could use to address specific areas of opportunity identified through data analysis.
Learning Experience Design. The learning path was structured for operators to complete one to two short modules per week, each under 10 minutes. This approach supported spaced repetition, respected operators’ limited time, and reduced the cognitive load associated with navigating complex dashboards.

Outcomes and Impact

The learning path resulted in measurable improvements in both learner confidence and business outcomes:

Reported having at least a solid understanding of how to use GuestFocus to identify OSAT improvement opportunities.

Indicated they planned to prioritize using GuestFocus to analyze guest feedback and drive improvements.

All seven brands experienced year-over-year growth in OSAT scores following the launch fo the learning path.

Learner Feedback

“[The guided practice sheets] really make you stop and think about what could be affecting your business, as well as challenged me to ‘dive deeper.’ Is it always a specific person’s shift? Specific days?... These are the types of questions the learning path created.”

- Area Manager, McAlister's

“This is one of the most helpful training paths I’ve taken on the Hub! I’m excited to be able to refer managers to this module.”

- Director, Auntie Anne's

“This is one of the best, well thought out programs I have experienced.”

- Director, Carvel

“I really enjoyed these videos. I have actually learned a few new things even after being a part of McAlister’s for 16 years! I think the worksheets [are] great to utilize at our locations with the management TEAms.”