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CASE STUDY 4: 
Global Training Content Strategy & Instructional Design Overhaul

I redesigned four global training programs for Selling Partner Support Associates — modernizing content flow, instructional logic, and delivery — and led their localization into six languages. Customer satisfaction rose from 87.27% to 100% for 18 consecutive months, a record unmatched by any other Instructional Designer at Amazon.

Overview

Role: Instructional Designer / Trainee Team Manager / Certified Specialty Trainer

Skills: Content Strategy, Curriculum Design, Learning Experience Design, Localization Leadership
Type: Multi-year initiative
Impact Snapshot:

  • 87.27% → 100% customer satisfaction for 18 months (record)

  • Delivered training to hundreds of Associates globally

  • Redesigned four full programs: New Hire, FBA, Advertising, Global Selling

The Challenge

The foundational Selling Partner Support training programs were outdated, overly complex, and no longer reflected modern workflows or customer expectations. Associates were graduating training without the knowledge needed to excel, leading to lower satisfaction and inconsistent customer support. Amazon needed a redesigned, scalable curriculum anchored in clarity and real workflow behavior.

My Approach

  • Rebuilt each curriculum from the ground up leveraging my deep knowledge of adult learning theory and the subject matter of each curriculum

  • Simplified learning paths using scenario-based and modular design

  • Conducted task analyses to improve accuracy and practical relevance

  • Led localization through six languages with cultural and linguistic adjustments

  • Delivered these new curriculums to hundreds of Amazonians (from Selling Partner Support Associates all the way to Senior Program Managers) globally

  • Managed incubation people management (coaching, mentoring, upskilling) for all new trainees

  • Created structured feedback loops to refine content continuously

UX & Design Solutions

  • Scenario-Based Modules: Real-life problem solving

  • Behavioral Anchoring: Instruction tied to actual CSA workflows

  • Streamlined Structure: Removed redundancies and cognitive overload

  • Localization Strategy: Ensured content was culturally appropriate and consistent

  • Performance-Based Assessments: Better measurement of readiness

Results

  • Customer Satisfaction scores received by my trainees increased from 87.27% to 100% for 18 months 

  • Improved post-training performance

  • Scalable curriculum adopted globally

  • Higher confidence and accuracy reported by Associates

What I Learned

Instructional design is UX for learning — clarity, sequencing, and user empathy matter immensely. If revisiting this today, I’d add interactive elements, adaptive learning paths, and metrics connected more directly to customer outcomes.

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