Global Onboarding & CX Learning Design
Global online food delivery | CX onboarding redesign & learning experience development
To support an online food delivery company’s onboarding redesign, I led the development of an immersive eLearning experience focused on customer experience (CX) readiness. The work included developing design templates, building interactive tools and workflow simulations, and creating assessments aligned to real performance data to support continuous improvement.
Overall goals
Audit instructor-led training (ILT) and eLearning onboarding modules to identify CX areas of opportunity
Redesign CX eLearning modules to provide interactive practice of tools and workflows to prepare learners for real customer interactions
Align assessment to learning objectives and organizational outcomes to support continuous improvement
Approach
Partnered with subject matter experts (SMEs) to validate content accuracy and identify tools and workflow training pinch points
Analyzed existing onboarding materials and conducted discovery interviews to uncover CX performance gaps and improvement opportunities
Designed and built reusable eLearning templates and interactive modules focused on tool usage and workflow simulations based on real customer scenarios
Maintained and iteratively updated learning content to ensure accuracy, relevance, and alignment with evolving tools and processes
Impact
Improved learner readiness and compliance with tools and workflows through scenario-based practice aligned to real customer interactions
Reduced time to productivity by 20%
Implemented structured assessments to support performance measurement and continuous improvement
Designed and developed 100+ new learning modules to scale onboarding and support role-based readiness
Interested in solving a similar challenge?
If you're redesigning onboarding, managing change, or scaling training programs, I’d love to partner with you.