Delivery Service Provider

Problems We Needed to Solve

Due to Amazon's growing delivery needs, the Delivery Service Partner program needed to move to its next incarnation. This involved creating a scalable self-service experience to recruit candidates, vet them, and get them ramped up and delivering.

The Solution

The business opted to create a self-service website, which meant we needed a marketing site to recruit, a vetting section to collect candidate information, and an onboarding flow to help candidates complete all required steps in a timely fashion.

My Role

I was brought in as the main designer went on maternity leave. Shortly thereafter, the entire program received new direction that required all three of the previously mentioned sections to be reworked. I also assisted with the implementation of the marketing site when the IT team was not able to effectively match the design using the internal content management system.

How It Worked Out

We shipped on time and received tens of thousands of applicants the first day, which created a large backlog of phone screens (a manual process added late in the project) that needed to be conducted. Since then, the DSP program has continued to pick from interested candidates to grow the business.

Onboarding

Onboarding needed to support a non-linear flow. Some tasks could take up to a month to complete while others could be completed immediately. At the same time, we wanted users to always understand what they had done, what still needed to be done, and what was blocking them from moving forward.

Marketing Site Rework

Initially, when I started on the project, business leadership had decided to bring in a vendor to do the marketing site. I was asked to provide feedback on their work as leadership wanted someone with a design perspective to review. I called out a large number of low quality design aspects from poor contrast (accessibility), off brand color usage, cramped line height, and poor use of spacing.

Eventually, I took the vendor's work and applied the brand guidelines to it to make sure business leaders realized how much we were diverging from the guidelines. At that point, business leadership stopped working with the vendor and assigned it to me and I reworked all pages of the design in a week to match brand guidelines more closely and raise the bar on the experience (contrast, text size, spacing) and visuals (photo selection, layout, brand guideline application).

Revised desktop layout and updated styling