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case study ENG-TRUST001 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.

setting the stage

ID verification. Real scenarios.

Before learners dive into laws and compliance topics, the course grounds them in the real-world decisions a server actually faces. A sample of the scenario-based approach in action.

from the design files

custom infographics, flip cards, icon systems.

A visual vocabulary for dense compliance content — built to carry tone and memory, not just information. Every illustration was designed to map to a specific decision a server makes on the floor.

FLAG System for ID Verification
Standard Drink Infographic
Alcohol and the Body Infographic
Five Action Items Interactive
Flip Card: Consult an Attorney
Flip Card: Know Your Rights
Flip Card: Keep a Log
Icon: Administrative Liability
Icon: Civil Liability
Icon: Criminal Liability

Framework — FLAG System for ID Verification

companion study guide

A reference, not just a reading.

Every module shipped with a companion guide — a reinforcement tool servers could keep behind the bar long after the course closed.

Study Guide — Safe Alcohol Service Module
Study Guide — Alcohol Laws Module
Study Guide — Cover Page
the full picture

multi-state compliance,
shipped in five weeks.

Trust20 case study — Gordon Food Services alcohol server training
testimonial · 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 · general manager · 2025
the results

state-accredited. shipped.
expanding nationally.

kickoff to accredited product
5wks
state accreditation
multi-state
scenario-based modules
4/
beginning in ohio, expanding nationally
state-
accredited
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