ABOUT PLAY
Content strategy
Video
I worked with the team to build comprehensive 90-day onboarding program for product knowledge and service behaviors from discovery to execution. As the lead designer,
I created a suite of presentations, e-learning modules, team activities, and job aids in line with Casper’s brand guidelines.
The revamped program resulted in cost savings with reduced trainer time,
significantly higher assessment scores, and newfound flexibility for remote employees. Casper also received a Stevie Award for Customer Service Department of the Year in the retail category.
Strategy: Alex Khurgin
Design Partner: Amanda Bauguess