Glazer's: A better Comms Platform
About Glazers.
Glazers is a global doughnut and coffee brand with hundreds of shops and thousands of retail distribution points across more than 30 countries. Their product portfolio includes various packaged and unpackaged doughnuts, ice creams, grocery and beverages.
The Assignment.
To complete their daily tasks, employees needed to jump between several internal and external systems—yet the entry points were buried or inconsistent throughout the company’s intranet. Even seasoned managers weren’t sure where to go. As a result, teams resorted to work-arounds like handwritten sticky notes and DIY checklists to keep the shop running.
ACTIONS.
I facilitated requirements sessions and conducted user interviews to understand how the new navigation could best support employees. I mapped all existing applications and tools to their current access points, identified logical groupings, and outlined a service map. Our goal was to centralize access to all external tools within the new internal communications platform, improving information scent and overall findability. I then designed navigation prototypes and gathered stakeholder feedback and approvals to move the solution toward implementation.
To protect client confidentiality, this case study uses pseudonyms for the company and project title. The full description, scope, process, tools, and outcomes accurately reflect a real engagement.
