Alexandra Nielsen

Case study 03

GLS AI Playbook

An internal guide teaching GLS employees to use their AI assistant safely, effectively, and with confidence.

Overview

GLS built its own AI assistant, Finn, for everyday tasks like drafting emails, summarizing documents, and brainstorming. But a tool alone doesn’t give people the judgment to use it well. This ten-chapter, GLS-branded playbook teaches employees when to use Finn versus open tools like ChatGPT, what information is safe to share, how to prompt effectively, and how to check AI output before it goes out.

Team
Solo project
Role
Content strategist
Editorial designer
Subject
Brand playbook, AI guideline
Year
2026

Tools used:

  • Figma
  • Adobe InDesign

The challenge

Unguided AI use carries real risk in a logistics company. Employees needed fast answers: Is this customer data safe to paste? Finn or ChatGPT? Is this output correct? The task was translating GDPR, data security, and quality control into simple, decision-ready guidance a busy person can follow mid-workday.

Concept

Finn is presented as a character, “a helpful colleague, not an answer key,” so the key message (you’re still responsible for what you send) feels natural, not like a compliance warning. The guide moves from context to action: what AI is, Finn versus open tools, then practical frameworks (a data-sharing flowchart, a five-part prompt structure, a verification checklist), closing with a ready-to-use prompt library.

Cover
GLS-blue AI Playbook cover with the white GLS logo.
Table of contents
The playbook’s table of contents: ten chapters, from what AI is to a prompt library.

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Case study 03 – continued

Process

I started by researching Finn’s actual data access, retention, and guardrails, so the guide would be accurate about a real system. Chapters follow real workday moments (an overflowing inbox, a document too long to read) rather than features.

Visually, the playbook works entirely inside GLS’s brand system: GLS Blue and Yellow, the dot-and-arrow key visual, and strictly linear icons. Two soft background tones separate chapters without adding new colors, and numbered badges break dense guidance into scannable steps.

Outcome

A structured playbook that turns policy into fast, practical decisions, and reads as an official, trustworthy GLS document from page one.

Everyday scenarios
Spread showing three everyday scenarios where Finn can help.
Verification checklist
GLS blue and green checklist for checking an AI answer before using it.