"I had a customer who wanted to return a product, but was having difficulty with how to go about printing a return label from our website. After a few moments, I realized they weren't going to understand terms such as settings and menu. So I described everything pictorially, and walked them through, navigating each screen, holding their hand by offering them specific walkthrough instructions for every step. When it came time to print their label to return their product, I asked them if I could share their screen, took a snapshot of their return label, and emailed it to their local shipping center. Then I told them all they had to do was bring the product to the shipping center, mention that I emailed them the return label, and they should be good to go."

Spend time reviewing their website and you'll find that they place a great deal of emphasis on how you should communicate when acting as a representative of their company. They'll rely on you to "break complex problems up into bite-size pieces and are able to explain them to stakeholders and engineers. Keep it simple. As Zalandos, our individual actions and words collectively shape our culture and our future."