Improving Hermes’ Delivery Experience
Improving Hermes’ Delivery Experience
Improving Hermes’ Delivery Experience
Improving Hermes’ Delivery Experience
Improving Hermes’ Delivery Experience
Turning a complex, confusing journey into a clear experience that increased task completion by 32%.
Turning a complex, confusing journey into a clear experience that increased task completion by 32%.
Turning a complex, confusing journey into a clear experience that increased task completion by 32%.
Turning a complex, confusing journey into a clear experience that increased task completion by 32%.
Turning a complex, confusing journey into a clear experience that increased task completion by 32%.
Role
Product Designer
Role
Product Designer
Role
Product Designer
Role
Product Designer
Role
Product Designer
Team
Developer, Data Analyst,
Product Owner, Copywriter
Team
Developer, Data Analyst,
Product Owner, Copywriter
Team
Developer, Data Analyst,
Product Owner, Copywriter
Team
Developer, Data Analyst,
Product Owner, Copywriter
Team
Developer, Data Analyst,
Product Owner, Copywriter
Responsibilities
UX/UI Design, Usability Testing
User Interviews, Discovery Workshop
Responsibilities
UX/UI Design, Usability Testing
User Interviews, Discovery Workshop
Responsibilities
UX/UI Design, Usability Testing
User Interviews, Discovery Workshop
Responsibilities
UX/UI Design, Usability Testing
User Interviews, Discovery Workshop
Responsibilities
UX/UI Design, Usability Testing
User Interviews, Discovery Workshop
Parcel-tracking mobile UI with illustrated stats and simple navigation.
Parcel-tracking mobile UI with illustrated stats and simple navigation.
Challenge
Hermes customers were struggling with a fragmented account dashboard featuring clunky mobile layouts, confusing delivery tracking, and robotic messaging created frustration.
My goal was to redesign the experience to be clearer, faster, and more human. I set out to improve usability, reduce support load, and enable seamless self-service, especially on mobile.
Challenge
Hermes customers were struggling with a fragmented account dashboard featuring clunky mobile layouts, confusing delivery tracking, and robotic messaging created frustration.
My goal was to redesign the experience to be clearer, faster, and more human. I set out to improve usability, reduce support load, and enable seamless self-service, especially on mobile.
Challenge
Hermes customers were struggling with a fragmented account dashboard featuring clunky mobile layouts, confusing delivery tracking, and robotic messaging created frustration.
My goal was to redesign the experience to be clearer, faster, and more human. I set out to improve usability, reduce support load, and enable seamless self-service, especially on mobile.
Challenge
Hermes customers were struggling with a fragmented account dashboard featuring clunky mobile layouts, confusing delivery tracking, and robotic messaging created frustration.
My goal was to redesign the experience to be clearer, faster, and more human. I set out to improve usability, reduce support load, and enable seamless self-service, especially on mobile.
Challenge
Hermes customers were struggling with a fragmented account dashboard featuring clunky mobile layouts, confusing delivery tracking, and robotic messaging created frustration.
My goal was to redesign the experience to be clearer, faster, and more human. I set out to improve usability, reduce support load, and enable seamless self-service, especially on mobile.
Key Impact
📉 21% fewer support queries
✅ 32% increase in task completions
⚡ 38% faster mobile task competition
Key Impact
📉 21% fewer support queries
✅ 32% increase in task completions
⚡ 38% faster mobile task competition
Key Impact
📉 21% fewer support queries
✅ 32% increase in task completions
⚡ 38% faster mobile task competition
Key Impact
📉 21% fewer support queries
✅ 32% increase in task completions
⚡ 38% faster mobile task competition
Key Impact
📉 21% fewer support queries
✅ 32% increase in task completions
⚡ 38% faster mobile task competition
Research & Discovery
Through remote usability tests, user interviews, and discovery workshops, we uncovered key pain points:
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
Research & Discovery
Through remote usability tests, user interviews, and discovery workshops, we uncovered key pain points:
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
Research & Discovery
Through remote usability tests, user interviews, and discovery workshops, we uncovered key pain points:
Users couldn’t easily find preferences
Confusing delivery statuses caused doubt
Mobile layouts were hard to use and unfriendly
Tone felt cold and unhelpful, during delays
Research & Discovery
Through remote usability tests, user interviews, and discovery workshops, we uncovered key pain points:
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
Research & Discovery
Through remote usability tests, user interviews, and discovery workshops, we uncovered key pain points:
Users couldn’t easily find preferences
Confusing delivery statuses caused doubt
Mobile layouts were hard to use
Tone felt cold and unhelpful, during delays
These insights shaped my design principles
These insights shaped my design principles
These insights shaped my design principles
These insights shaped my design principles
These insights shaped my design principles
Discovery workshop notes paired with early wireframe sketches to define navigation, parcel flows, and mobile behaviour.
Discovery workshop notes paired with early wireframe sketches to define navigation, parcel flows, and mobile behaviour.
Discovery workshop notes paired with early wireframe sketches to define navigation, parcel flows, and mobile behaviour.
Discovery workshop notes paired with early wireframe sketches to define navigation, parcel flows, and mobile behaviour.
Design Principles
Clarity - Strip distractions and spotlight top user actions
Empathy - User human and reassuring language throughout
Efficiency - Minimise steps to complete top tasks
Design Principles
Clarity - Strip distractions and spotlight top user actions
Empathy - Use human, reassuring language throughout
Efficiency - Minimise steps to complete top tasks
Design Principles
Clarity
Strip distractions and spotlight top user actions
Empathy
Use human and reassuring language throughout
Efficiency
Minimise steps to complete top tasks
Design Principles
Clarity - Strip distractions and spotlight top user actions
Empathy - User human and reassuring language throughout
Efficiency - Minimise steps to complete top tasks
Design Principles
Clarity
Strip distractions and spotlight top user actions
Empathy
Use human and reassuring language throughout
Efficiency
Minimise steps to complete top tasks
Translating early sketches into low-fidelity wireframes in Sketch for rapid prototyping and layout exploration.
Translating early sketches into low-fidelity wireframes in Sketch for rapid prototyping and layout exploration.
Translating early sketches into low-fidelity wireframes in Sketch for rapid prototyping and layout exploration.
Translating early sketches into low-fidelity wireframes in Sketch for rapid prototyping and layout exploration.
Translating early sketches into low-fidelity wireframes in Sketch for rapid prototyping and layout exploration.
Design Execution
Adopting a mobile first, component based approach, I:
Rebuilt account navigation around top user goals
Created an atomic UI system for consistency and scalability
Prototyped and validated flows rapidly in Sketch
Collaborated in agile sprints with developers and product owners
Design Execution
Adopting a mobile first, component based approach, I:
Rebuilt account navigation around top user goals
Created an atomic UI system for consistency and scalability
Prototyped and validated flows rapidly in Sketch
Collaborated in agile sprints with developers and product owners
Design Execution
Adopting a mobile first, component based approach, I:
Rebuilt account navigation around top user goals
Created an atomic UI system for consistency
Prototyped and validated flows rapidly in Sketch
Collaborated in agile sprints with developers and product owners
Design Execution
Adopting a mobile first, component based approach, I:
Rebuilt account navigation around top user goals
Created an atomic UI system for consistency and scalability
Prototyped and validated flows rapidly in Sketch
Collaborated in agile sprints with developers and product owners
Design Execution
Adopting a mobile first, component based approach, I:
Rebuilt account navigation around top user goals
Created an atomic UI system for consistency
Prototyped and validated flows rapidly in Sketch
Collaborated in agile sprints with developers and product owners
From Friction to Flow
Dashboard Redesign providing clear delivery status and actions
Collapsible Sidebar streamlining mobile navigation
Visual Tracking Flow providing users with clarity
Humanised Messaging rewritten with a empathetic tone
Responsive Layouts with gesture aware mobile screens
From Friction to Flow
Dashboard Redesign providing clear delivery status and actions
Collapsible Sidebar streamlining mobile navigation
Visual Tracking Flow providing users with clarity
Humanised Messaging rewritten with a empathetic tone
Responsive Layouts with gesture aware mobile screens
From Friction to Flow
Dashboard Redesign
providing clear delivery status and actions
Collapsible Sidebar
streamlining mobile navigation
Visual Tracking Flow
providing users with clarity
Humanised Messaging
rewritten with a empathetic tone
Responsive Layouts
with gesture aware mobile screens
From Friction to Flow
Dashboard Redesign providing clear delivery status and actions
Collapsible Sidebar streamlining mobile navigation
Visual Tracking Flow providing users with clarity
Humanised Messaging rewritten with a empathetic tone
Responsive Layouts with gesture aware mobile screens
From Friction to Flow
Dashboard Redesign
providing clear delivery status and actions
Collapsible Sidebar
streamlining mobile navigation
Visual Tracking Flow
providing users with clarity
Humanised Messaging
rewritten with a empathetic tone
Responsive Layouts
with gesture aware mobile screens
Continuous Improvements
Reworked navigation hierarchy based on early usability testing
Calibrated notification timing to reduce overwhelm
Refined tone of voice in partnership with the brand team
Improved accessibility after research surfaced critical gaps
Continuous Improvements
Reworked navigation hierarchy based on early usability testing
Calibrated notification timing to reduce overwhelm
Refined tone of voice in partnership with the brand team
Improved accessibility after research surfaced critical gaps
Continuous Improvements
Reworked navigation hierarchy based on early usability testing
Calibrated notification timing to reduce overwhelm
Refined tone of voice in partnership with the brand team
Improved accessibility after research surfaced critical gaps
Continuous Improvements
Reworked navigation hierarchy based on early usability testing
Calibrated notification timing to reduce overwhelm
Refined tone of voice in partnership with the brand team
Improved accessibility after research surfaced critical gaps
Continuous Improvements
Reworked navigation hierarchy based on early usability testing
Calibrated notification timing to reduce overwhelm
Refined tone of voice in partnership with the brand team
Improved accessibility after research surfaced critical gaps
What I learned
This project reinforced that clarity and emotional transparency are as vital as functionality. By listening closely to users and designing with empathy, I rebuilt trust, streamlined support, and made the platform scalable for future growth.
What I learned
This project reinforced that clarity and emotional transparency are as vital as functionality. By listening closely to users and designing with empathy, I rebuilt trust, streamlined support, and made the platform scalable for future growth.
What I learned
This project reinforced that clarity and emotional transparency are as vital as functionality. By listening closely to users and designing with empathy, I rebuilt trust, streamlined support, and made the platform scalable for future growth.
What I learned
This project reinforced that clarity and emotional transparency are as vital as functionality. By listening closely to users and designing with empathy, I rebuilt trust, streamlined support, and made the platform scalable for future growth.
What I learned
This project reinforced that clarity and emotional transparency are as vital as functionality. By listening closely to users and designing with empathy, I rebuilt trust, streamlined support, and made the platform scalable for future growth.