Preparing global support teams for a new payment experience

When DoorDash partnered with Klarna to introduce flexible payment options, support teams around the world needed fast, practical context, especially in countries where Buy Now, Pay Later systems are less common. In just one week, I designed a short, story-driven microlearning that gave teammates the knowledge and confidence to respond to customer questions about the Klarna rollout.

The course was built in Rise and included short video clips, interactive elements, and clear visuals of the payment flow UI.

  • Audience: DoorDash customer support agents

  • Responsibilities: Instructional Design, eLearning Development, and Visual Design

  • Tools Used: Articulate 360, Canva, Adobe Premier Pro, Adobe Illustrator

  • Time Spent: 1 week

Project Highlights

  1. Audience-first storytelling: Introduced Klarna through relatable scenarios to build intuitive understanding

  2. Designed for a global team: Addressed knowledge gaps in non-U.S. markets where BNPL is uncommon

  3. Visual-first learning: Showcased real DoorDash UI so learners could recognize Klarna in context

  4. Fast turnaround: Designed and launched the course in 1 week to meet launch timelines

  5. Multimedia approach: Combined short videos, graphics, and interactivity in a 5-minute Rise module