The Challenge
KFC needed to prepare around 20,000 cashiers for the rollout of a new Aloha point of sale system from NCR.
The objective was not simply to introduce a new system, but to help staff learn and practise safely before using it in live restaurant environments.
Other markets had supported similar rollouts through booked access to sandbox environments, but this had proved resource-intensive and produced mixed levels of engagement. Moving away from that model was appealing, but it also created a challenge: how do you create learning that feels close enough to the real system to build confidence and transfer effectively into practice?
The learning also needed to work well on mobile and tablet devices, reflecting the touchscreen nature of the point of sale system itself.
The challenge was to create a scalable, memorable training experience that would help staff learn the system quickly without overwhelming them.
Helping staff build confidence with a new system before they ever serve a live customer
The Approach
Helping staff build confidence with a new system before they ever serve a live customer
Intro line
The training was structured around clear screen anchors and consistent navigation patterns, helping learners build familiarity gradually rather than memorising disconnected steps.
Designing for Mental Signposting
Highly interactive iorad simulations were used to mirror real transactions closely, creating a safe space for learners to practise without the overhead of a separate sandbox environment.
Using Realistic Simulation
Early simulations introduced key screen areas and repeated common actions, allowing later tasks to build naturally on what learners had already seen and understood.
The Solution
A simulation-led learning experience was created to provide both structured training and practical on-demand support for the new Aloha rollout.
- Designed mobile-friendly point of sale training aligned to the touchscreen nature of the new system
- Combined Rise, Storyline, and iorad to create a structured, simulation-led learning journey
- Introduced key screen anchors early, helping learners build their own mental map of the interface
- Used guided discovery principles to reduce cognitive load while still exposing learners to realistic transactions
- Created step-by-step simulations that closely mirrored real operational tasks
- Built quiz-style simulations that required learners to apply what they had previously learned
- Structured content so later activities deliberately built on earlier screen familiarity and navigation patterns
- Delivered both formal learning and rich point-of-need support outputs through the same solution
- Provided a scalable alternative to resource-heavy sandbox booking models
The Outcome
The training was highly praised by NCR consultants as some of the strongest training they had seen for an NCR platform rollout.
Pilot results were very positive, with staff able to complete transactions quickly and efficiently after working through the simulations.
The use of iorad proved especially valuable in helping learners absorb a large amount of new information while maintaining a low cognitive load.
The approach also produced an additional benefit: beyond the formal course itself, the simulation outputs became a rich on-demand support resource that staff could revisit when needed.
Learners responded well to the mental signposting approach, and the way the training helped them build screen anchors and shared mental maps also supported peer-to-peer support in restaurants.
Key Highlights
Cashiers
Training designed to support large-scale rollout
Simulation-Led Learning
Realistic practice without resource-heavy sandbox delivery
Low Cognitive Load
Structured design helped learners absorb new information more effectively
Dual-Purpose Output
Formal training and point-of-need support from one solution
