Simplifying Tasks for a Better Delivery Experience
A human first redesign boosting task success by 50%
Role: Lead UX Designer
Tools: XD, Photoshop, Illustrator
Challenge
Hermes (now Evri) users were frustrated by a fragmented account management dashboard with clunky mobile layouts, unclear tracking, and robotic messaging. The redesign aimed to improve usability, reduce support load, humanise the tone, and enable fast, intuitive self-service especially when it comes to mobile.
Impact
📉 30% reduction in support queries
✅ 50% increase in task completions
⚡ 40% faster task completion on mobile
Research & Discovery
Through remote usability tests, user interviews, and discovery workshops, we uncovered:
Users couldn’t easily find tracking or manage preferences
Confusing delivery statuses caused doubt and mistrust
Mobile layouts were hard to use and gesture unfriendly
Tone felt cold and unhelpful, especially during delays
Design Principles
Clarity - Strip distractions, spotlight top actions
Empathy - Implement human language
Efficiency - Minimise steps to complete top tasks
Design Execution
Adopting a mobile first, component based approach, I:
Rebuilt account navigation around top user tasks
Created atomic UI components for consistency
Prototyped in Sketch for rapid validation
Collaborated in agile sprints with developers
Balanced constraints: legacy APIs, style guides, low end device support
UX Enhancements Delivered
Dashboard Redesign - Clear delivery status and actions
Collapsible Sidebar - Streamlined mobile navigation
Visual Tracking Flow - Colour coded, guide clarity
Humanized Messaging - Rewritten tone with empathy
Responsive Layouts - Gesture aware mobile screens
Continuous Improvements
Reworked nav hierarchy after early usability feedback
Calibrated notification timing to reduce user overwhelm
Refined tone in partnership with brand team for warmth
Boosted accessibility after research surfaced key gaps
Added QA checkpoints for smoother dev handoffs
Final Reflection
This project reinforced that clarity and emotional transparency are as vital as functionality. By listening to users and designing with empathy, we rebuilt trust, improved usability, and made the platform more scalable for support teams.
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