Amazon Flex instant pay

Summary

I led the learning strategy for a product-related update impacting Amazon Flex delivery partners, designing enablement content to support clear understanding, accurate expectations, and confident adoption for a large, distributed frontline audience.

My role focused on defining the learning approach and designing a concise instructional video that aligned with broader go-to-market communications. The solution was intentionally designed for mobile, time-constrained learners and emphasized clarity and restraint—ensuring delivery partners understood how and when to use the new experience without increasing confusion or support burden.

This project reflects my approach to learning design at scale: partnering cross-functionally, operating within ambiguity, and delivering learning solutions that support adoption, trust, and operational readiness alongside evolving product changes.

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

Quick facts

Role: Learning Experience Designer (Strategy & Execution)
Scope: Global (United States, 2 languages)
Audience: External partners
Assets: 2 learning assets
Timeline: 2024

Context & challenge

Amazon Flex introduced a product update that affected how delivery partners interacted with a core part of their work experience. Because the change touched a highly sensitive area for a gig-based workforce, it was critical that delivery partners clearly understood what was changing, how to use the updated experience, and what to expect.

The learning challenge was to support adoption and understanding for a large, distributed, frontline audience operating in time-constrained, mobile-first environments. The learning solution needed to align with broader go-to-market communications while remaining focused on practical, just-in-time enablement.

Key constraints included:

  • Varying levels of experience and familiarity among delivery partners

  • Limited time and attention available for learning during active workdays

  • Evolving product requirements that required flexibility and restraint in messaging

The goal was to design learning that reduced confusion, reinforced correct usage, and supported trust—without introducing unnecessary detail, cognitive load, or support escalations.

My role & responsibilities

I served as the learning strategy lead for this initiative, partnering with product, operations, and communications stakeholders to support delivery partner understanding and adoption of the updated experience.

My responsibilities included:

  • Defining the learning strategy and approach aligned to the broader go-to-market plan

  • Translating product changes into clear, learner-centered enablement requirements

  • Designing the instructional structure and narrative for a short-form learning solution

  • Writing and refining learning-focused messaging to ensure clarity, accuracy, and appropriate expectation setting

  • Collaborating cross-functionally to ensure learning content aligned with approved messaging and evolving requirements

  • Ensuring the learning solution was mobile-friendly, concise, and appropriate for time-constrained frontline users

In this role, I focused on learning judgment and enablement design—balancing clarity, restraint, and scalability while operating within ambiguity and change.

The solution

The learning solution centered on a concise, instructional video designed to support just-in-time understanding for delivery partners encountering the updated experience in real work scenarios.

Rather than attempting to explain every edge case or system detail, the solution focused on:

  • Clearly framing what was changing and why it mattered

  • Reinforcing when and how delivery partners should engage with the updated experience

  • Setting appropriate expectations through clear, learner-centered messaging

  • Reducing cognitive load for a mobile, time-constrained audience

The video was intentionally short, structured, and visually simple, allowing delivery partners to quickly orient themselves without disrupting their workflow. The learning content was designed to complement broader go-to-market communications while remaining focused on practical enablement and correct usage.

This approach ensured the learning solution supported adoption and trust at scale, while remaining flexible enough to evolve alongside ongoing product updates.

Selected work sample

A short-form instructional video designed to support delivery partner understanding and adoption of an updated product experience. The video was created as part of a broader enablement approach and focused on clear expectation setting, correct usage, and just-in-time learning for a mobile, time-constrained frontline audience.

The learning design prioritized clarity and restraint—introducing only the information delivery partners needed in the moment, reinforcing when and how to engage with the updated experience, and minimizing cognitive load during active work scenarios.

Concept-focused learning video

Instructional video designed to support frontline adoption of an updated product experience through clear, just-in-time learning.

Scale, impact & metrics

  • Supported a large, distributed frontline audience operating in mobile-first, time-constrained environments

  • Designed to scale alongside ongoing product updates without requiring rework or retraining cycles

  • Reduced confusion and reinforced correct usage by providing clear, just-in-time learning aligned to real workflows

  • Helped deflect potential support inquiries by setting accurate expectations and clarifying next steps

  • Enabled consistent learning across regions by aligning instructional content to approved messaging and evolving requirements

While detailed metrics are not shared for confidentiality reasons, the learning solution was designed to support adoption, trust, and operational readiness at scale and became a reusable component of the broader enablement approach.

What made this successful

  • Audience-first learning design

    The solution was designed specifically for frontline, mobile, time-constrained users, prioritizing clarity and usability over completeness.

  • Intentional restraint

    Rather than over-explaining the product change, the learning focused on what delivery partners needed to know in the moment, reducing cognitive load and minimizing confusion.

  • Strong cross-functional alignment

    Learning was developed in close partnership with product, operations, and communications stakeholders, ensuring accuracy, consistency, and alignment with approved messaging.

  • Alignment to real workflows

    The instructional content reflected how delivery partners actually encounter and use the updated experience during live work scenarios.

  • Scalable by design

    The learning solution was structured to evolve alongside product updates, enabling reuse and minimizing rework as requirements changed.

Details have been intentionally generalized to respect confidentiality.