Section will appear similar to this mock up, allowing couriers to only see the training film relevant to them, design and language to be changed, these will link to completely different pages...
Breakdown of Yodel Training film 1
Throughout the whole film there is a narrator speaking directly to the camera. For the majority of the time he is a narrator talking over B-roll, however we cut back to him speaking directly to us at various points.
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Opening montage welcoming the courier, making it evident they are now part of a team and will be their own boss on the road, this is a guide to getting them prepared for life as a Yodel Courier, they can refer to this at any time they’re on the job.
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To mark how appreciated Yodel courtiers are they are told briefly that they now have access to The Retail Trust (giving them discounts to loads of retailers) Hapi, and most importantly; ONSI, allowing them access to their wages early. (This is all done in the intro within a couple of seconds, it’s a warm welcome and gets them excited to start in the new role)
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Our main character ‘The Courrier’ comes into the depot reception and signs in. And puts on his PPE and correct clothing, as well as putting on his security badge, the narrator tells us the importance of PPE and the security pass on the courier app.
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As our character gets changed and makes his way to the depot floor he puts his possessions away. The main points about tolerance of theft and gone over here: ‘don’t worry, your belonging are safe as we operate a zero tolerance approach to theft or fraud’ - this removes the accusational tone and gives a sense of safety to the new courier. As he says hello to everyone the points about respect and not tolerating disrespectful language or behaviour won’t be tolerated either - ‘We’re here to keep you safe, if you see this you should let us know…’
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‘When you first enter the depot…’ The section on ‘Yodel Driver & Courier - training barcodes - for couriers’ is focussed on here. Our courier begins to demonstrate the correct way to scan each parcel.
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The courier then loads the parcels onto a cage and demonstrates the points in Manual handling courier - Reducing the risk (Most of these videos can be merged here and demonstrates the wrong way and correct way of loading a cage, and trolley. He then pulls this to the van demonstrating the correct way to pull a cage. (Handling items in the back of a van feels unnecessary as it is shown already in how to load the items on a trolley and cage, one of the large items being loaded is dog food as this kills two birds with one stone) The courier then demonstrates the correct way to close a van door.
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Now begins the Pre-Brief process. The courier checks their tour is clear, no parcels left on site to deliver, finally the TM clears release of driver to deliver, and talks over the points of Daily Vehicle Confirmation.
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We transition to leaving the depot as he goes out on the road.
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All the points are then briefly summarised in 10-15 seconds by the narrator before end.
Section ends. On the landing page there is an option to learn more about scanning barcodes here in a seperate film. This stand alone film is accessible in the chapter breakdowns so couriers can refresh at any time. The film has the courier speaking directly to camera whilst going through various issues or problems that may arise - frequently asked questions etc.
Quiz commences.
Film resumes:
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On the road we see our courier driving, all the points about how the courier should be driving are made here whilst he is on the road. We see he has a passenger - all the points made about Accompanied Drivers are made here - The Do’s and Don’t are outlined by the narrator and when it’s acceptable to have an accompanied driver present, engaging transitions can be done here showing two different people, one which is acceptable, and one which is not, the person who appears as an example which is not allows is shown to be under 18. Animated typography will outline what is acceptable and what is not, the person will change from the ‘don’t’ example into the ‘do’ example via engaging transitions.
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As the courier drives, a drone pans up as a graphic of 'Keeping customers informed' appears outlining the principals of being: 'On time, informing, delivering in good condition, and attitude' as well as Steps 1 - 6 of keeping customers informed.
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The courier arrives at a house to deliver a parcel, he checks the vehicle is secured - adhering to the SECURITY GOLDEN RULES of keeping your vehicle safe during deliveries. He rings the Ring Door bell and we CUT TO seeing THE NARRATOR Through the Ring Doorbell camera. The narrator demonstrates how to act with customers and how people will see the way you conduct yourself as being a representative of Yodel - goes over the cases where people have gone back to peoples homes in the past after complaints etc. and how this will not be tolerated.
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The door opens and the parcel is delivered, he takes a photo of the parcel - demonstrating the Do’s and Don’t of Compliant images and The Perfect Delivery. The next house nobody is in, he see’s someone walking along the road trying to accept the parcel - the ‘BEWARE OF FRAUD’ points are gone over here, including denying cash incentives to deliver a parcel. The courier then has to leave the parcel in the correct place as the person isn’t home (Outlining the Do’s and Don’ts)
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He then uses his POST PEGS to post the card through the door as the narrator outlines the importance of why post pegs are used, as well as how to fill out a calling card, and the importance of these cards being easily found by the customer.
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We see in the van that a parcel is on the drivers seat, the narrator tells us why this should never be done and all the important aspects surrounding GDPR, this branches off to talk about prohibited items in the vehicle such as knifes.
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Finally the courier is delivering a food item and the details surrounding how these must be delivered before 6pm are outlined by the narrator and what to do if someone isn’t home - tips about coming back later or leaving the parcel in a secure location.
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He gets back in the van and drives off.
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Returning to the depot, we go through all the points of being de-briefed, what to do with parcels that have not been delivered
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All the points are then briefly summarised in 10-15 seconds by the narrator before end.
Section ends - quiz commences - Film 1 ends
Breakdown of Yodel Training film 2
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Opening montage of tractor units and trailers pulling into the site. As the trailer passes typography reveals the title of this section: ‘Health and safety at the depot.’
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As the Courier heads inside we pass a designated smoking and vaping area, Yodel employees are enjoying their break as the narrator makes us aware that there are designated smoking areas and smoking is strictly prohibited on site. (Rather than showing people smoking in the video we can have the narrator tell us this directly to camera, as well as the policy surrounding drugs and alcohol, and mobile phones. The language is flipped here to phrase it around keeping you safe.) The narrator tells us that this is a fire risk, we hear the sound of a fire alarm.
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The site is evacuated (Can be animated as may be difficult to show) as the narrator states: ‘All our service centres have automatic fire detection systems that will sound in the event of a fire. The fire alarm can also be sounded by pressing a “break glass” device should you spot a fire. If you hear the fire alarm, please proceed to your nearest first exit, these are sign posted. Make you way to the emergency point outside the building.’ (We see these events unfolding as this is said), it is mentioned that this will be shown to the courtiers on their first trip to the depot.
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Outside tractor units and trailers are pulling into the depot. The narrator talks us through the points on ‘Safety First - Serious about safety’ and why these vehicles are so vital to the sites operations. We then have a sequence where we are inside the tractor unit looking out, using motion graphics it illustrates where the reduced visibility and blind spots are on these large vehicles. The Courier demonstrates the importance of wearing high visibility clothing and all the Key Safety Guidelines. We cut back to the narrator speaking directly to camera throughout this.
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All the points are then briefly summarised in 10-15 seconds by the narrator before end.
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Section pauses - quiz - film resumes:
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A short animated sequence commences, showing us the symbols associated with Dangerous Goods Awareness, we cut back to seeing The Courier in the depot handling orientation marked parcels. The narrator talks us through the Dangerous Goods Checklist and Prohibited items.
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This links on to spillages and the hazard symbols associated with it, we see the full procedure of checking what the spillage could be, assuming it is battery acid, evacuating the immediate area, and then alerting a supervisor before it is removed.
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We transition to a courier on the road who has had a spillage, he follows the procedures required for this as the narrator talks us through what is required when a package is damaged out on the road.
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All the points are then briefly summarised in 10-15 seconds by the narrator before end.
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Section pauses - quiz - film resumes:
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Back at the depot we see the courier with both headphones in, this is shown with motion graphics to not be allowed and alerts the viewer to one headphone being permitted only. ‘This is to keep you safe and to prevent accidents’ - we hear a crash off screen as someone has had an accident.
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The courier has hurt his hand - we go through the steps involved with the ‘involved in an accident’ section, he heads over to the site manager and reports it, then seeks first aid from one of the trained colleagues. We learn about site First Wardens and First Aiders - who they are, where to find them, and what their role is. The injured courier is then seen to and is fine.
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All the points are then briefly summarised in 10-15 seconds by the narrator before end.
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Section pauses - quiz - film resumes:
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Conclusion montage: ‘That’s it, you’re ready for life as a Yodel courier…’ The montage goes over again the rewards each employee receives with access to discounted retail offers, early access to wages, ‘and you even receive a £50 referral fee for bringing in new couriers to the Yodel family’ Ends with a warm message.
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Section ends - film ends.
Breakdown of Yodel Training film for 3rd party couriers
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Portions of this film will be repeated material from the ‘Life as a Yodel courier’ and ‘health and safety at the depot’ films. As both of these films won’t be seen by the third party couriers our character - The Courier - remains the same, however he is playing the role of somebody driving their own vehicle.
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Opening montage welcoming the courier, making it evident they are now part of a team and will be their own boss on the road, this is a guide to getting them prepared for life representing Yodel on the road, they can refer to this guide at any time they’re on the job.
-
To mark how appreciated Yodel courtiers are they are told briefly that they now have access to The Retail Trust - giving them discounts to a range of retailers. (This is all done in the intro within a couple of seconds, it’s a warm welcome and gets them excited to start in the new role)
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Our main character ‘The Courrier’ arrives at his local SVC - we see our narrator explain that this location can change, often the location our courier will have to attend can be remote drop off centres, where their deliveries will be collected. We see drone footage of these other locations - ‘these locations will be local to the service centre and will be made known to you by the Courier Ops team’ The courier smiles at other couriers as points around discrimination and suitable language are gone over - smoking and vaping areas are specified by the narrator, as well as a zero tolerance of drug use is mentioned - the language here is flipped with the focus being on keeping the individual safe at work.
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‘When you first enter the depot…’ The section on ‘Yodel Driver & Courier - training barcodes - for couriers’ is focussed on here. Our courier begins to demonstrate the correct way to scan each parcel.
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The courier then loads the parcels onto a cage and demonstrates the points in Manual handling courier - Reducing the risk (Most of these videos can be merged here and demonstrates the wrong way and correct way of loading a cage, and trolley. He then pulls this cage towards his car and begins loading, next to him we see another courier with a van. We cut between the pair of them as our narrator details the differences and specifications of how to load your vehicle. One of the couriers then demonstrates the correct way to close a van door.
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Now begins the Pre-Brief process. The courier checks their tour is clear, no parcels left on site to deliver, finally the TM clears release of driver to deliver, and talks over the points of Daily Vehicle Confirmation.
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We transition to leaving the depot as he goes out on the road.
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All the points are then briefly summarised in 10-15 seconds by the narrator before end.
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Section ends. On the landing page there is an option to learn more about scanning barcodes here in a seperate film. This stand alone film is accessible in the chapter breakdowns so couriers can refresh at any time. The film has the courier speaking directly to camera whilst going through various issues or problems that may arise - frequently asked questions etc.
​
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On the road we see our courier driving in their car, all the points about how the courier should be driving are made here whilst he is on the road. We see he has a passenger - all the points made about Accompanied Drivers are made here - The Do’s and Don’t are outlined by the narrator and when it’s acceptable to have an accompanied driver present, engaging transitions can be done here showing two different people, one which is acceptable, and one which is not, the person who appears as an example which is not allows is shown to be under 18. Animated typography will outline what is acceptable and what is not, the person will change from the ‘don’t’ example into the ‘do’ example via engaging transitions.
-
As the courier drives, a drone pans up as a graphic of 'Keeping customers informed' appears outlining the principals of being: 'On time, informing, delivering in good condition, and attitude' as well as Steps 1 - 6 of keeping customers informed.
-
The courier arrives at a house to deliver a parcel, he checks the vehicle is secured - adhering to the SECURITY GOLDEN RULES of keeping your vehicle safe during deliveries. He rings the Ring Door bell and we CUT TO seeing THE NARRATOR Through the Ring Doorbell camera. The narrator demonstrates how to act with customers and how people will see the way you conduct yourself as being a representative of Yodel - goes over the cases where people have gone back to peoples homes in the past after complaints etc. and how this will not be tolerated.
-
The door opens and the parcel is delivered, he takes a photo of the parcel - demonstrating the Do’s and Don’t of Compliant images and The Perfect Delivery. The next house nobody is in, he see’s someone walking along the road trying to accept the parcel - the ‘BEWARE OF FRAUD’ points are gone over here, including denying cash incentives to deliver a parcel. The courier then has to leave the parcel in the correct place as the person isn’t home (Outlining the Do’s and Don’ts)
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He then uses his POST PEGS to post the card through the door as the narrator outlines the importance of why post pegs are used, as well as how to fill out a calling card, and the importance of these cards being easily found by the customer.
-
We see in the car that a parcel is on the drivers seat with the customer name visible, the narrator tells us why this should never be done and all the important aspects surrounding GDPR, this branches off to talk about prohibited items in the vehicle such as knifes.
-
Finally the courier is delivering a food item and the details surrounding how these must be delivered before 6pm are outlined by the narrator and what to do if someone isn’t home - tips about coming back later or leaving the parcel in a secure location.
-
All these points are briefly summarised in 10-15 seconds by the narrator before end.
​
Section ends - quiz - film resumes:
​​
-
A short animated sequence commences, showing us the symbols associated with Dangerous Goods Awareness, we cut back to seeing The Courier in the depot handling orientation marked parcels. The narrator talks us through the Dangerous Goods Checklist and Prohibited items.
-
This links on to spillages and the hazard symbols associated with it, we see the full procedure of checking what the spillage could be, assuming it is battery acid, evacuating the immediate area, and then alerting a supervisor before it is removed - ‘this procedure is also followed at collection points. In the event where you or somebody is hurt a first aider will be on hand.’ - we go through the steps involved with the ‘involved in an accident’ section, the courier heads over to the site manager and reports it, then seeks first aid from one of the trained colleagues. We learn about site First Wardens and First Aiders - who they are, where to find them, and what their role is. The injured courier is then seen to and is fine.
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We transition to the courier on the road who has had a spillage in their car, he follows the procedures required for this as the narrator talks us through what is required when a package is damaged out on the road.
-
Driving back to the SVC, we go through all the points of being de-briefed, and what to do with parcels that have not been delivered.
-
All the points are then briefly summarised in 10-15 seconds by the narrator before end.
-
Conclusion montage: ‘That’s it, you’re ready for life as a Yodel courier…’ The montage goes over again the rewards each employee receives with access to discounted retail offers, ‘and you even receive a £50 referral fee for bringing in new couriers to the Yodel family’ Ends with a warm message.
​
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Section ends - quiz. Film ends.