The problem:

The previous onboarding process required new drivers to watch 45 minutes of training videos before they could begin to deliver. The videos had no design or brand consistency and with all of the content baked in, it was prohibitively difficult to make updates or translate into different languages. At the time, the Flex program was running in 8 countries and because the videos were so hard to change and localize, much of the information that the new drivers were receiving was out of date, in the wrong language or completely incorrect. As a result, the drivers were not properly informed about procedures and the Flex program was facing constant complaints, confusion and legal issues. 

The Initial Request:

They reached out to Box Fort Studios with a very specific request for a set of replacement videos in a very basic black and white style. The timeline they requested was not achievable. When pressed for more time, Flex leadership wouldn’t budge so my team declined the job.

The Pitch: 

 I recognized that finding a scalable solution to such a large problem would be a big win for my team and for Amazon, so when the project was canceled, I didn’t quit. I gathered my team for a series of brainstorming sessions and came up with a better solution.  Instead of a series of videos, I put together a pitch for an interactive learning experience. 

By building a modular learning comprised of many small animated clips with the text imbedded using HTML5, the Flex team could avoid may of the update and localization issues that were plaguing the current system. It would be much easier to make changes to a small clip than a whole video. Additionally, with the ability to cut scenes or change text in HTML5, I estimated that the update and localization process would be a few hours instead of a few weeks.

THE outcome:

When I presented the deck to the Flex team, they had already received several bids from outside agencies and were well underway with a different solution. They were so excited by my idea that they abandoned the other agencies and signed on with my team.

Once the project was greenlit, I designed and art directed the project from start to finish. I built all of the art for the animations, attended reviews and stakeholder meetings to advocate for design, collected and consolidated feedback and kept the project on track.

The result is a much cleaner, more engaging, scalable solution for the Flex team. The drivers taking the training have responded to the improvement and there has been a measurable decrease in delivery errors and accidents.