Cross-team management & delegation ✔
Stakeholder management ✔
User Experience ✔
Stakeholder management ✔
User Experience ✔
✔ Accessibility
✔ Multi-region strategy
✔ Project management
✔ Multi-region strategy
✔ Project management
Context:
The Delivery Service Partner (DSP) program is an Amazon led initiative where people can start their own delivery business, and partner with Amazon as their client. Amazon chooses who they'd like to partner with based on their core values, if successful Amazon gives them guidance throughout the process to start their own business and how to run it. It is very similar to a franchise structure.
Problem:
Through surveys and research from existing DSPs and potential DSPs, we discovered that the program was not thoroughly explained well on the main channel; the website. People had been applying to become drivers or applying thinking it was a job working for Amazon. When in reality, we weren’t promoting a job, but a business proposal.
Solution:
Firstly, I needed to dig deeper and saw this as an opportunity to evaluate the website, not only from a content perspective, but from an accessibility point of view. This was particularly vital as the website was adapted from our program in North America, and had been adapted across countries in the EU, Middle East, Asia, and every other region that has this program. Any findings could potentially drive change on a global scale.
I managed the structural change of user experience, copy, design for the website, as well as a team of copywriters to bring it all together. One of the key challenges of this was managing stakeholders across senior leadership, regional managers, marketing executives, legal, PR and tech across NA and EU for a solution that would be scalable, translatable and applicable to each region and it’s differences. My proposed changes have already influenced our North America counterpart team in their exploration of updating websites on a global scale.
The solution is accessible, user friendly, simple and focuses on the user experience and understanding. It combines all the information in a well integrated experience, allowing for navigation of content with ease. Due to limitations in tech support, and headcount available, I was able to speed up the implementation of the website by tapping into my prior days of being a web developer, and add the changes in myself.
We currently have a version approved in English, French, Italian, Spanish and German ready to go live.