Ocado is a British online grocery and technology company that operates a highly advanced and automated warehouse system for fulfilling online grocery orders. The company has developed what they call the "Ocado Smart Platform" (OSP), which is essentially a combination of hardware and software solutions that enable other grocery retailers to create and manage their own online grocery businesses more efficiently.
The Ocado Smart Platform includes several key components:
Automated Warehouses
Routing and Delivery Management:
Inventory Management:
Website and Mobile App Solutions:
Data Analytics
This particular video explains how a Spoke site functions. Spokes are remote delivery dispatch sites that can receive completed orders from your pick site and then dispatch them onto vehicles for home delivery.
This particular video explains how a Spoke site functions. Spokes are remote delivery dispatch sites that can receive completed orders from your pick site and then dispatch them onto vehicles for home delivery.
Aim
The aim of the Ocado Smart Platform Help Center videos was to create clear, engaging, and visually consistent training materials that support clients in understanding and using the OSP system more effectively.
Objectives
Simplify complex processes by transforming technical OSP features into easy-to-follow, step-by-step visual explanations.
Enhance customer learning by pairing written Help Center articles with supporting video tutorials to address different learning preferences.
Ensure brand consistency through high-quality graphics, animations, and video production aligned with Ocado’s visual identity.
Increase client confidence and independence in using the Ocado Smart Platform, reducing reliance on customer support.
Boost engagement and satisfaction by providing an accessible, interactive layer of support content.
My Role
I was hired to design and deliver the graphics and video content for Ocado’s Help Center, ensuring that each tutorial not only communicated technical workflows but also did so in a clear, visually appealing, and brand-consistent way. My role covered concept development, motion graphics design, video editing, and integration with Ocado’s Help Center platform to complement written knowledge-base articles.
Results
Higher client satisfaction: Feedback showed a 30% improvement in clients’ confidence when navigating OSP after accessing video support.
Increased engagement: Help Center articles with embedded videos saw 30% more interaction compared to text-only articles.
Reduced support requests: Clients were able to resolve queries faster and more independently, leading to a decrease in customer support tickets.
Improved knowledge retention: The combination of text and visual learning strengthened understanding and reduced repeat queries.
