tl;dr:

IHOP’s Customer Service Ratings (CSR) had been steadily declining nationwide. To reverse this trend, the company launched iHospitality, a new CX framework designed to reset expectations, rebuild service culture, and create consistency across all locations.

I designed the flagship iHospitality eLearning course in Articulate Storyline as the core digital companion to the company-wide rollout. The module introduced the new expectations, aligned managers and staff, and laid the foundation for a blended learning initiative that included games, workshops, and ongoing coaching support.