FLEX NEW DRIVER TRAINING

Client: Amazon Flex Team

Background:

Flex is the division of Amazon that is responsible for recruiting and training drivers to handle “last mile” delivery of packages. The program was running in 8 countries and because their onboarding  videos were so hard to change and localize, much of the information that the new drivers were receiving was out of date, in the wrong language or completely incorrect.

The Flex team reached out and asked for a very quick-turn overhaul of their onboarding content. It was not a realistic timeline, so my team initially declined the project.

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 that would be far more scalable and easier to update in the future.

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.

My Team was Responsible for:

  • Script development

  • Storyboarding

  • All illustration and motion for a total of over 25min of animated content

  • Continued support for later modular updates

Impact:

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

“Monica has been an awesome partner on [the Flex onboarding project]. Her super power is her ability to creatively use visuals to solve communications issues we are having. The challenge we put before her was massive and she rose to the occasion. She's come up with solutions I wouldn't have even considered, and I'm grateful.”

                            -David Chen  Sr. Marketing Manager, Last Mile Prod - AmFlex