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Kevin Coyle doesn't work in the IT department at 7-Eleven, but a large number of the systems designed there bear his imprint.
Coyle, 7-Eleven's manager of operations business development, serves as a key ombudsman, or "translator," to IT. He played a role, for example, in defining what the screens of the store-ordering handhelds should look like. And he determined which practices and procedures in place at 7-Eleven needed to be reinforced by technology, and which would be better off re-engineered.
Under the direction of 7-Eleven's vice president of IS, Linda Svehlak, several people work with Coyle on ideas for the design and testing processes. Coyle helps train people to use any systems, so his aim is to keep everything simple and intuitive.