11 Languages across 10 Countries, hundreds of videos, 1000+ hours of motion design and Express Centers activation to complete the overhaul of the experience of driver-partners with Swvl. We reimagined and designed the partner training and interactions with Swvl at every touch-point.
Swvl, is a Dubai-based provider of tech-enabled mass transit solutions, offering intercity, intracity, B2B and B2G transportation products and services. Swvl operates in 135 cities in 20 countries across Latin America, Europe, Africa and Asia. We designed and produced content for all the regions and languages making the content accessible for every region.
For any aggregator and product-led business, the most important part is to train their partners/supply to use their product/app to cater to the demand generated on the platform. No ride could be completed without these partners who are the on-ground business representative and are critical to the success of every requested ride.
To train these partners/supply on the platform we need to address the following questions in the most intuitive and comprehensive way as they are usually not the most tech-savvy and inexperienced with product/app-based businesses.
We added motion as an element to their brand identity system and used it to design their comms and training modules for Swvl Captains. We figured with the Swvl Operations Team that one solution to solve for all these problems around product education would be the use of effective training modules with crisp and retainable nuggets of information with motion design and app walk-throughs.
We did not stop at the in-app experience of Swvl captains and went on to design and activate the Express Centers for the driver-partners to complete the new experience with the brand.
These creative initiatives showed a positive impact. The training was made remote-friendly and created a repository which is accessible to the drivers to access at all times and can be referred to whenever they need help.
This also helped us reduce contact rates at support centers which eventually reduced the support cost.
The initiatives also helped in a faster roll-out of new products and features as in-person training is no longer required.