Chipotle Throughput Program
Type: Multi-layered Training Initiative / Behavior Design
Company: Chipotle
Tools: Articulate Storyline, CapCut, Adobe InDesign
Post-COVID, senior leadership felt that restaurant teams had lost key operational fundamentals. The ask was vague—'get us back to basics'—and our team was asked to move quickly, starting with throughput. This is measured by entrees made per 15 minutes (EP15M), and teams were underperforming during peak hours. The goal was to design a scalable training program for 100,000+ crew members that would improve speed and accuracy without disrupting restaurant flow or requiring extensive time off the floor.
Discovery & Research
Partnered with Ops to identify behaviors that slowed down the line
Defined EP15M (entrees per 15 min) as the training KPI
Observed shift patterns and user context to ensure feasibility of each training format
Design Strategy
Designed a dual-pronged training campaign: one digital, one in-store
Created TikTok-style videos for peer-to-peer visual learning and time/cost savings
Developed a digital game to simulate stress and reinforce decision-making under time pressure
Solution
Microvideo series
Shot and edited three short videos with real crew in real restaurants
Topics: 'Rush Ready', 'Role Ready', and 'Peak in Action'
Designed for high engagement and realism, delivered via iPad and LMS
Saved production costs and turnaround time by bypassing traditional vendor workflow
Gamified Digital Challenge
Interactive Storyline-based game to mimic peak stress
Correct answers moved line forward; incorrect ones caused jams
Integrated audio design: energetic intro music, ambient kitchen noise, and sound cues for right/wrong answers to heighten realism and reinforce behavior
Completed in under 3 minutes, optimized for speed and clarity
In-Store Competition
Created a tracker for shifts to log and challenge each other on EP15M
AM shift sets the score, PM tries to beat it — manager-facilitated, low lift