Global onboarding program

Summary

I led the design and delivery of a global onboarding video program for Amazon Flex, creating a scalable learning system to support delivery partners across multiple countries and languages. The initiative replaced fragmented, region-specific onboarding content with a standardized yet flexible framework that improved clarity, consistency, and readiness for new delivery partners.

The program was designed to reduce early onboarding defects, shorten ramp time, and support rapid global growth while remaining adaptable to local market needs. By treating onboarding as a repeatable system rather than a one-off deliverable, the solution enabled faster updates, improved learner experience, and sustainable global rollout as the Flex program continued to scale.

This case study includes additional detail for those interested in learning strategy, design judgment, and scale.

Context & challenge

Amazon Flex operates across multiple international markets, onboarding large volumes of delivery partners through a mix of mobile app flows, self-service learning, and region-specific operational processes. As the program expanded globally, onboarding content had been created incrementally and locally, leading to inconsistencies in structure, quality, and learner experience across countries.

At the same time, onboarding needed to support rapid growth, frequent product and policy updates, multiple languages, and diverse cultural contexts—while serving a learner population with limited time and varying levels of experience. The challenge was not to redesign a single course, but to create a scalable, globally consistent onboarding system that could reduce early-stage confusion and onboarding defects, support faster ramp-up, and balance global standards with regional flexibility. Crucially, the solution also needed to be maintainable over time as markets, features, and requirements continued to evolve.

My role & responsibilities

I served as the lead Learning Experience Designer for the global onboarding program, owning the learning strategy and end-to-end delivery of the initiative.

My responsibilities included:

• Defining the global onboarding vision, framework, and success criteria in partnership with product, operations, and regional stakeholders

• Translating complex product, policy, and operational requirements into clear, learner-centered onboarding content

• Leading content strategy, instructional design, and scripting across 11 onboarding topics

• Setting design standards and guidelines to ensure consistency across multiple countries and languages

• Coordinating localization and review workflows with regional teams to balance global consistency and market-specific needs

• Managing stakeholder alignment, feedback cycles, and approvals to meet launch timelines

• Ensuring learning solutions supported operational goals, reduced onboarding defects, and remained scalable over time

In this role, I operated as both a strategic partner and hands-on designer, making tradeoffs, resolving ambiguity, and maintaining delivery momentum across a complex, global program.

The solution

Solution part 1: scalable development & governance

To address cost, speed, and ownership challenges, I designed a centralized development and governance model that streamlined approvals, reduced rework, and enabled long-term maintainability.

• Centralized video development with reusable master templates

• Early SME input and storyboard-level leadership approvals

• Clear approval matrix and defined decision checkpoints

• In-house control of source files for post-launch updates

Solution part 2: global onboarding video framework

The content strategy focused on improving retention, consistency, and learner confidence while maintaining flexibility for local requirements.

• Standardized core topics across regions

• Microlearning videos (1.5–3 minutes each)

• Sequential structure aligned to real delivery workflows

• Evergreen, concept-focused design over UI walkthroughs

• Brand visual updates for clarity and engagement

Selected work samples

Examples that illustrate key decisions from the redesigned onboarding ecosystem.

Concept-focused onboarding video

Scale, impact & metrics

• 100+ videos redesigned and localized

• 8 countries and 5 languages supported

• Reduction in video lifecycle costs

• 50% reduction in production timelines

• Improved consistency and equity in learner experience

• Targeted improvements in completion rates and sentiment

What made this successful

This project succeeded because it balanced learner experience with operational realities. By addressing governance, content strategy, and production processes together, the solution improved both learning effectiveness and long-term sustainability.

Details have been intentionally generalized to respect confidentiality.