The project aims to prepare new couriers at a company in the order delivery sector, and to unify knowledge of work procedures, policies and how to use the app before field work begins. A multilingual digital onboarding journey was developed, combining introductory content, training on work steps, and simulation of app use and of the situations a courier faces while fulfilling orders. This helps raise couriers' readiness and provides a unified joining experience that suits their diverse language backgrounds.
The need to provide a unified onboarding experience for couriers across different locations
The challenge of accounting for diverse language and cultural backgrounds
The need to speed up couriers' readiness while maintaining the quality of understanding
The challenge of unifying operational knowledge and policies
The need for practical content that is easy to update
Designed a single onboarding journey covering all the work basics
Made the content available in three languages (Arabic, English and Urdu)
Organized learning in a clear sequence from introduction to application
Delivered visual content built on realistic scenarios
Enabled self-paced learning at the trainee's own time
Enabled progress tracking to ensure readiness before work begins
* Numbers marked as (estimated) are based on global market standards
Unified the joining experience for all couriers through a single multilingual journey
Sped up couriers' readiness without affecting the quality of understanding
Reduced operational errors through clear, practical training that can be applied
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