The challenge
Across Europe, drivers and sortation associates often face language barriers, impeding the smooth delivery of information during training sessions. Additionally, poorly designed onboarding and training materials have resulted increased workload for on-site coaches, leading to longer onboarding process for associates and sometimes even in safety concerns.
The Product
To address language barriers among drivers and sortation associates across Europe, our team has prioritized the integration of visually appealing graphic designs in training materials. By replacing text-heavy content with engaging graphics, we aim to deliver information effectively, enhance the learning experience, and promote safety and performance across all delivery stations in Europe.
Our Team's objectives
Our team’s goal was to improve our training materials and ensure they were well-received by everyone. To achieve this, we set out to reduce the word count within our materials.
Additionally, we also aimed for a 50% Net Promoter Score (NPS), measuring trainee satisfaction based on the likelihood of recommending a product or service to others.
Our objective was to provide thorough training for all aspects of working in delivery stations and driving on the road.
Trainings Version 1.0
Since 2021, the team of Content Designers has been dedicated to integrating training and coaching technologies, primarily using graphic assets from internal libraries. However, the team encountered challenges due to the limited and outdated resources in Amazon’s graphic libraries.
Recognizing the need for improvement in 2022, the Learning Experience Team hired two graphic and motion designers, me being one of them. This is were my Amazonian journey starts. This decision marked a significant turning point, as the team transformed the available assets animated motion graphics, bringing the 1.0 training versions to life and providing comprehensive insights into Amazon’s processes.
Trainings Version 2.0
However, shortly after its establishment, we realized the need to further enhance these assets through animations. This marked a pivotal moment where I introduced 3D assets into Amazon’s training materials. To maintain consistency with our existing style, the 3D assets were designed to resemble the isometric illustrations, without unsing realistic shadows and featuring flat colors derived from our established guidelines.
Training Version 3.0
This year, our team is transitioning towards developing and refreshing trainings to a 3.0 version. From a content creation perspective, this involves streamlining and optimizing training length while incorporating updates to processes.
For me, this presents a fantastic opportunity to elevate the graphic design style and introduce assets with a more realistic 3D, along with smoother and more engaging animations.
Outcome
Since our journey began at Amazon, the team has delivered training to over 67,000 Associates, enhancing the onboarding process and overall Last Mile performance at Amazon Europe. Surpassing our initial 50% NPS target, our current NPS stands at an impressive 64.1%. Building on this success, we have set our sights even higher, aiming to reach 80%.
Additionally, some of our training materials have been expanded to North America, including the onboarding video featured at the top of this page.