Enhanced help and support experience, increasing engagement with FAQs and articles.
Responsibilities: UX Design, Prototyping
Tools: XD, Photoshop, Illustrator
Duration: 5 months
Background
Hermes offers parcel tracking, sending, and receiving services, but its Help section faced major usability issues. Users struggled with confusing navigation, weak search functionality, and a lack of clear, relevant solutions.
Challenge
Customers found it difficult to navigate the Help & Support section, resulting in increased service requests and user frustration. The structure was unclear, search was ineffective, and FAQs failed to address real queries.
User research
I approached the help and support transformation from the customer’s perspective, using research and discovery methodologies to identify critical tasks. Working collaboratively with the research we undertook research tasks such as developing user personas and reconsidered the brand proposition to expand customers interactions across all breakpoints. We summarised the research results into precise key user pain points.
Poor navigation burying content under multiple layers
Ineffective search unable to surface relevant content
FAQs lacked personalisation and failed to address specific queries
Guiding principles
To guide the redesign, I approached the design iteration phase with three design principles. Therefore, providing a basis rationale and strategy behind my design decisions.
Clear & Simple - Minimise steps and reduce cognitive load
Inclusive - Ensure accessibility and responsiveness
Scalable - Apply atomic design for flexible component reuse
Wireframing and prototyping
I created low-fidelity wireframes to restructure the Help section and aligned iterations with user needs and business goals. Visual design focused on clarity, accessibility, and cross-device compatibility. Prototypes allowed stakeholders to validate direction early.
Design choices
Clear navigation structure with intuitive categories
Enhanced search with autocomplete and filters
Collapsible FAQ section for improved self-service
Responsive design for seamless use across devices
Outcome
The project was successful, achieving key goals and objectives for Hermes. The redesigned help and support section significantly improved user experience, reduced customer service workload, and increased overall satisfaction. The iterative UX process ensured that real user needs were addressed, resulting in a more intuitive and efficient support experience. By prioritizing intuitive navigation, the redesign helped streamline support.
Improved navigation, filter implementation and better search functionality improved the overal user experience therefore ensuring high engagement.
Key results
Significant drop in support inquiries
Higher engagement with help content
Noticeable boost in customer satisfaction
Key learnings
Personalisation is crucial.
Live support isn’t vital as enhanced self service reduces stress.
A significant portion of users access support via mobile.