PINCHO

An award winning restaurant franchise, Pincho has taken South Florida by storm. With 10 locations and 100+ employees, they are beginning the process of expanding nationwide, a huge step for the company that is requiring numerous operational changes to accommodate.

I was tasked with developing Pincho’s first streamlined training system in over 10 years of operation. This included both on hand training manuals and online training materials that correlate with the content being taught on the floor.

Service
Role
Year
Service Design
Lead Designer
2021
PART 1
WHERE DO WE BEGIN?

Getting an understanding of where Pincho’s training content currently stood was the first step towards developing content that would ensure consistency across all locations. Some issues that we found include the following…

BAD
DESIGN

The design of the few training materials Pincho had were extremely congested and overwhelming.

Bad Typography
Overwhelming
Lacking White Space
UNORGANIZED
CONTENT

The content topics would jump from one to the other, often times very inconveniently.

Inconvenient Topic Changes
No Systems
No Structure or Plan
TOO
GENERAL

This created a system of “tribal training” where operations were taught based on what the trainer knew themselves.

Lacking Content Depth
No Direction
Relies Heavily on Trainer
PART 2
THE PINCHO TOUCH
PART ONE

During 5 all day meetings with the Head of Operations and Director of Culinary, we planned out all of the content for each position on a white board. This included both on hands training and correlating online modules on their online training platform, PINCHO University.

PART TWO

After coming up with overarching topics for each day of training, we dove deeper into each “activity” that trainees would participate in.

These detailed outlines were created in collaboration with Pincho’s Head of Training to ensure accuracy and consistency.

A full breakdown of every positions daily activities was crucial to ensure that all trainers were teaching things according to standards set by Pincho.

PART 3
CONSISTENCY IS CRUCIAL
TRIBAL TRAINING

One thing that was clear from the beginning was that Pincho had an enormous issue : tribal training. The things being taught to new employees were based off of the stores individual operational norms, which sometimes did not align with the standards set by the company.

THE SOLUTION

As a trainer, sometimes you find yourself trying to explain something to a trainee that you don’t entirely understand yourself. To combat this, it was important to make sure that every part of training is essentially “scripted”. This way, a trainer has all the information they need available on the training manual itself. No guessing, no misinformation, just facts.

FINAL
WANT TO HEAR & SEE MORE?

Due to privacy reason and NDA’s, I can’t show you more of what the final product Pincho got looks like here. If you’d like to hear and see more, hit me up and I’d love to connect!

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