JD Wetherspoon audited more than 800 pubs on spreadsheets alongside MarketForce, a system nobody in the company could configure. This replaced both.

I researched seven roles, from Head of Compliance down to the pub manager being audited, and mapped permissions across six role groups. Two surfaces came out of it. A desktop console used carefully at a desk. A native iOS app used standing up, one-handed, in a working pub with no signal.

The problem underneath was timing. Compliance standards change faster than a development cycle, so changing a question meant a ticket, a sprint and a release. Teams kept their own spreadsheets alongside the official system and the two standards drifted apart.

So I designed an authoring tool. Head office pulls questions from a shared bank, scores each answer, adds follow-ups that appear only on a specific answer, and previews the whole thing before publishing.

A submitted audit locks its score. Finance asked for retrospective rescoring and did not get it, because an audit you can rescore later is not evidence.

Changing a questionnaire went from a development cycle to an afternoon.