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case study ENG-TRUST20 gordon food services · 2025
trust20

accredited alcohol
server training
in five weeks.

Multi-state compliance for Gordon Food Services. A single scalable curriculum, four scenario-based modules, state-level accreditation starting in Ohio. Shipped in five weeks.

01
the challenge

A five-week timeline.
Every state a different rulebook.

Trust20, a Gordon Food Service trademark under Relish Works, needed accredited, multimedia-rich alcohol server training that met national and state-specific requirements. The constraints stacked up fast: a five-week timeline, a limited budget, massive scale across multiple states, and formal accreditation.

On top of that, the program had to feel like something workers actually wanted to complete. Not another checkbox compliance course.

02
the approach

Backwards design.
Then one scalable spine.

I used backwards design to map accreditation requirements across multiple states, identifying the common learning objectives first and the state-specific variations second. That let me build a single scalable curriculum architecture, one robust course framework that could be customized per state without rebuilding from scratch.

Action Mapping then locked the design to the decisions a server actually makes on the floor: ID verification, intervention, refusal, documentation.

03
the solution

Four scenario-based modules.
Level 2 assessments.
A product, not a course.

Four scenario-based learning modules with custom multimedia elements, built to engage learners and demonstrate practical application of responsible alcohol service concepts. Custom graphics, video engagement, and interactive elements brought real-world scenarios to life.

Level 2 Kirkpatrick assessments ensured measurable competency, not just seat time. Each module shipped with a companion study guide for reinforcement and reference after completion.

from the design files

the flag system for id verification.

Custom infographics, interactive flip cards, and icon sets designed to transform dense compliance content into engaging, visual learning moments. The FLAG System became the spine of the ID-verification module.

  1. F

    Feel it

    Check for edge thickness, raised printing, and lamination.

  2. L

    Look at it

    Photo match, hologram, birthdate, expiration, issue state.

  3. A

    Ask

    Confirm details out loud. Tone matters more than the script.

  4. G

    Give it back

    Decide. Serve, refuse, or escalate. Document the moment.

testimonial · stephanie wethington · gm, trust20
“Emily is a proactive communicator and brings stakeholders along in her entire design process in a thoughtful and helpful way. With Emily, you can always expect her to finish her work before the deadline and completely exceed your expectations.”
stephanie wethington · gm, trust20 · 2025
the results

state-accredited. shipped.
expanding nationally.

kickoff to accredited product
5wks
state accreditation
multi-state
scenario-based modules
4/
launch state
oh→us
next field note

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