Case Study: Operational Training Transformation in the Food and Beverage Industry
Executive Summary
TrainingPros’ client in the food and beverage industry, operating under a franchise model, recently partnered with TrainingPros to overhaul its eLearning curriculum to better serve frontline employees. Faced with rapid expansion and the operational challenges that come with it, the company realized its original training—while visually impressive—was not meeting the practical needs of the food service associates and managers. TrainingPros provided seasoned instructional design consultants and eLearning developers who helped the company transform their content from cumbersome, high-interaction modules to intuitive, mobile-first learning experiences. The result was improved employee onboarding time, better operational efficiency, and a measurable increase in customer satisfaction and sales.
The Challenge
In a fast-paced retail environment centered around beverage preparation and customer service, consistency and speed are key. As this franchise-based food and beverage company expanded nationwide, they began to experience growing pains with their training program. Originally built using highly interactive Articulate Storyline courses, the training was visually rich but not practical for real-time, on-the-job use. Baristas and store associates—who are often multitasking on their feet—struggled with navigation, accessibility, and time constraints.
Managers reported that onboarding new hires took too long, and there was a sharp uptick in LMS support tickets due to course malfunctions and user confusion. Additionally, the original training design made it difficult to respond quickly to seasonal promotions or operational updates, leaving staff underprepared for new product launches or service expectations. Feedback from learners and field leaders pointed to a need for more accessible, just-in-time learning that better supported the fast-moving nature of store operations.
The Solution
TrainingPros provided a team of experienced instructional designers and eLearning developers to lead the overhaul. After conducting a needs analysis and reviewing existing training data, the consultants partnered with internal stakeholders to design an entirely new training experience.
Using Articulate Rise, the team transitioned away from high-interaction storytelling to a sleek, job-focused learning experience optimized for mobile use. Instructional strategies included:
- Video Demonstrations: Short clips modeling drink preparation techniques and customer interactions ensured consistency and supported visual learners.
- Interactive Reference Guides: Searchable tools for ingredients, sizes, and customization options enabled learners to access key information during shifts.
- Scenario-Based Learning: Role-play activities helped baristas and managers handle customer service challenges, promoting better upsell performance and critical thinking.
- Microlearning Modules: Lessons were divided into 5–10 minute segments, allowing team members to complete training in short bursts throughout the day.
- Mobile Optimization: The Rise format allowed seamless access via phones, tablets, or store terminals, removing location and device barriers.
The TrainingPros consultants made sure each learning module directly mapped to real-world tasks and goals, ensuring the training not only informed but empowered.
The Result
The redesigned eLearning program led to strong gains across operational, learner, and business metrics:
- 56% reduction in LMS support tickets: Much of this improvement was due to retiring one problematic course and improving the user experience across the board.
- 63-minute decrease in average onboarding time: This allowed new baristas to reach productivity faster, helping stores handle busy periods more effectively.
- Higher learner engagement: Peer-led training videos generated buzz and buy-in from team members, many of whom were excited to see themselves or colleagues featured.
- Improved upsell performance: Locations using the new seasonal training modules experienced a 15% increase in promotional item sales.
- Fewer order errors: New employees within their first 30 days demonstrated increased accuracy, improving customer satisfaction.
- Stronger system trust and adoption: Franchisees and store managers reported higher confidence in the training system, which translated into fewer manual completions and better compliance.
- Internal recognition: The training leader received Employee of the Month honors, underlining the visibility and success of the new training initiative.
This project illustrates how aligning learning content with operational realities—and working with the right talent—can drive real, measurable business results. TrainingPros’ ability to quickly deliver vetted instructional designers and eLearning developers played a crucial role in this transformation.
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Creating a Future State Description
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