DPD: DPD is you

Multinational courier firm DPD created an interactive training video with the ultimate goal of increasing customer satisfaction.

Assignment and goal

  1. Improve the customer experience
  2. Improve courier behaviour
  3. Shoot an instructional video

The key challenge

How to hold attention?

Couriers are not exactly an optimal audience.

It's hard to engage them and hold their attention. Training is a necessary (and boring) evil for them.

How do we achieve information retention?

Once they've paid attention to the message, how do you ensure they remember it?

Our strategy

  1. Approximation: Use language and humour that is familiar to couriers.
  2. Narrativization: Build a story around situations that couriers experience personally.
  3. Gamification:Activate the audience and then involve them...

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