Driving faster support through real-time AI adoption

As DoorDash rolled out Slack AI tools to its global customer support workforce, I led the design and delivery of a large-scale enablement program to ensure teammates could confidently use AI features in their day-to-day workflows. The goal: reduce average handle time without compromising quality.

The program combined hands-on practice, role-specific guides, and targeted enablement for frontline and Tier 3 teams. I designed the curriculum in partnership with Slack’s AI product team and internal DSX leadership, ensuring teammates understood both the what and the why behind the tools.

  • Audience: DoorDash customer support agents

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

  • Tools Used: Articulate 360, Adobe Premier Pro, Camtasia

  • Time Spent: 2 weeks

Project Highlights

  1. AI onboarding at scale: Trained over 12,000 teammates in under 3 weeks with a 99% completion rate

  2. Performance-focused design: Reduced average handle time (AHT) by 8.8% post-training

  3. Cross-team collaboration: Partnered with Slack PMs, internal AI experts, and frontline support leaders

  4. Multi-format delivery: Combined self-paced courses, live demos, job aids, and Just-In-Time guidance in Slack

  5. High learner satisfaction: Received a 4.97/5 training satisfaction rating across regions