# Sam Mozaffari

> Sam Mozaffari is an Experience Designer at KFC South Pacific in Sydney, leading and co-leading service design projects in both team member and customer experience. Changes from that work have shipped to a workforce of more than 50,000 people. His research redirected a service-quality programme from speed to competence and set out a roadmap for safety reporting across 900 restaurants. He built the AI-assisted research tool behind the safety work and reviewed each of the study's 232 records by hand.

## Who

- At KFC South Pacific since July 2024, in a network of 900 restaurants and more than 50,000 team members. The safety, workforce and hiring studies he led or co-led ran to more than 150 interviews, and he has visited 60 restaurants across the work.
- Works at the point where research turns into a decision: designs studies that test what the business already believes, maps every lane and handoff of a service, prioritises with criteria agreed before scoring, and runs the sessions where priorities get set and owned. Project and stakeholder leadership.
- Uses AI daily in research synthesis and built an internal tool that extracts and classifies interview insights with AI, each record reviewed by hand. Designs and builds custom harnesses and agents for specific design tasks, on a token-based design system with deterministic build gates.
- Earlier: product designer in electrical hardware and digital products (2021 to 2024); UX intern on public-sector forms (part-time, 2020 to 2023); product designer in retail environments (2019 to 2021).

## Work (employment at KFC South Pacific; vendors, sites and people not named)

- [Rostering, time and attendance](https://sammozaffari.github.io/portfolio/articles/2/index.html): 175 pain points from more than 50 interviews, ten restaurant visits and 200 survey responses, triaged into a four-lane blueprint and a ranked top ten with criteria agreed before scoring. Eight of the ten were released in the vendor platform across November 2024 and 2025, and ten further vendor releases followed in early 2026. Co-led with one other designer, July to December 2024. The nine-module screens are an interface concept designed in September 2026; a release label names vendor functionality, not the screen.
- [Safety and compliance reporting](https://sammozaffari.github.io/portfolio/articles/1/index.html): research into why reporting varied across the network (more than 50 interviews, a 55-response survey and eight restaurants, read against the network-wide engagement survey of about 30,000 responses a year), a five-stage blueprint and three proposals. The recorded interviews, the 55-response survey and the visit notes sit in an insight tool he built, with AI extraction behind human review. Led research and design. Findings report, blueprint, roadmap and form prototypes delivered December 2025; implementation sits with the platform, safety and training teams. The ten-module screens are an interface concept designed in September 2026. The 37-hour figure is an estimate of manual board placement, with assumptions shown.
- [Hiring and onboarding](https://sammozaffari.github.io/portfolio/articles/3/index.html): a nine-stage blueprint from application to first shift, and a screening-to-interview workflow with human review lanes, from more than 50 interviews in and above restaurants, delivered as a specification to technology and the recruiting-platform vendor. Led the design work. The ten-module screens are an interface concept designed in September 2026.
- Further write-ups: [employee experience](https://sammozaffari.github.io/portfolio/articles/6/index.html), [service quality](https://sammozaffari.github.io/portfolio/articles/7/index.html), [self-service channel](https://sammozaffari.github.io/portfolio/articles/4/index.html), [drive-thru](https://sammozaffari.github.io/portfolio/articles/5/index.html).

## Pages

- [Work](https://sammozaffari.github.io/portfolio/articles.html)
- [About](https://sammozaffari.github.io/portfolio/about.html): background, how he works, and his career history since 2019.
- [Library](https://sammozaffari.github.io/portfolio/library.html): a book and public tooling on running service design with AI agents. Personal projects with fictional examples, separate from employment work.

## Contact

- sammymoz@gmail.com
- https://www.linkedin.com/in/sam-mozaffari-210588a7
- https://github.com/sammozaffari