Creating Hermes’ Account Management Experience
Creating Hermes’ Account Management Experience
Creating Hermes’ Account Management Experience
Creating Hermes’ Account Management Experience
Creating Hermes’ Account Management Experience
Building a unified mobile hub for deliveries and account details.
Building a unified mobile hub for deliveries and account details.
Building a unified mobile hub for deliveries and account details.
Building a unified mobile hub for deliveries and account details.
Building a unified mobile hub for deliveries and account details.
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.
Parcel-tracking mobile UI with illustrated stats and simple navigation.
Context & Challenge
Hermes’ customer tools were developed in silos, leaving delivery tracking and personal data scattered across disconnected pages. Customers expected "My Account" to handle both, but the system couldn’t support this, creating friction, mistrust, and extra support requests. The challenge was to design a unified, mobile-first account hub that required system-level thinking, cross-functional alignment, and trade offs within legacy constraints.
Context & Challenge
Hermes’ customer tools were developed in silos, leaving delivery tracking and personal data scattered across disconnected pages. Customers expected "My Account" to handle both, but the system couldn’t support this, creating friction, mistrust, and extra support requests. The challenge was to design a unified, mobile-first account hub that required system-level thinking, cross-functional alignment, and trade offs within legacy constraints.
Context & Challenge
Hermes’ customer tools were developed in silos, leaving delivery tracking and personal data scattered across disconnected pages. Customers expected "My Account" to handle both, but the system couldn’t support this, creating friction, mistrust, and extra support requests. The challenge was to design a unified, mobile-first account hub that required system-level thinking, cross-functional alignment, and trade offs within legacy constraints.
Context & Challenge
Hermes’ customer tools were developed in silos, leaving delivery tracking and personal data scattered across disconnected pages. Customers expected "My Account" to handle both, but the system couldn’t support this, creating friction, mistrust, and extra support requests. The challenge was to design a unified, mobile-first account hub that required system-level thinking, cross-functional alignment, and trade offs within legacy constraints.
Context & Challenge
Hermes’ customer tools were developed in silos, leaving delivery tracking and personal data scattered across disconnected pages. Customers expected "My Account" to handle both, but the system couldn’t support this, creating friction, mistrust, and extra support requests. The challenge was to design a unified, mobile-first account hub that required system-level thinking, cross-functional alignment, and trade offs within legacy constraints.
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
User interviews, behavioural data, and discovery workshops with stakeholders revealed clear patterns:
Users expected delivery tracking and account settings to be in one place.
Internal delivery statuses didn’t align, causing user confusion.
Address and contact detail updates were hard to find, especially under pressure.
Mobile interactions required much precision and scrolling.
Tone felt cold or vague during delivery disruptions.
Research & Discovery
User interviews, behavioural data, and discovery workshops with stakeholders revealed clear patterns:
Users expected delivery tracking and account settings to be in one place.
Internal delivery statuses didn’t align, causing user confusion.
Address and contact detail updates were hard to find, especially under pressure.
Mobile interactions required much precision and scrolling.
Tone felt cold or vague during delivery disruptions.
Research & Discovery
Usability testing, interviews, behavioural data, and workshops with stakeholders revealed clear patterns:
Users expected delivery tracking and account settings to be in one place.
Internal delivery statuses didn’t align, causing user confusion.
Address and contact detail updates were hard to find, especially under pressure.
Mobile interactions required much precision and scrolling.
Tone felt cold or vague during delivery disruptions.
Research & Discovery
User interviews, behavioural data, and discovery workshops with stakeholders revealed clear patterns:
Users expected delivery tracking and account settings to be in one place.
Internal delivery statuses didn’t align, causing user confusion.
Address and contact detail updates were hard to find, especially under pressure.
Mobile interactions required much precision and scrolling.
Tone felt cold or vague during delivery disruptions.
Research & Discovery
Usability testing, interviews, behavioural data, and workshops with stakeholders revealed clear patterns:
Users expected delivery tracking and account settings to be in one place.
Internal delivery statuses didn’t align, causing user confusion.
Address and contact detail updates were hard to find, especially under pressure.
Mobile interactions required much precision and scrolling.
Tone felt cold or vague during delivery disruptions.
These findings made it clear I needed to:
Build a unified account hub.
Simplify delivery status into a step-based model.
Reduce friction significantly on mobile.
These findings made it clear we needed to:
Build a unified account hub.
Simplify delivery status into a step-based model.
Reduce friction significantly on mobile.
These findings made it clear we needed to:
Build a unified account hub.
Simplify delivery status.
Reduce friction significantly on mobile.
These findings made it clear I needed to:
Build a unified account hub.
Simplify delivery status into a step-based model.
Reduce friction significantly on mobile.
These findings made it clear we needed to:
Build a unified account hub.
Simplify delivery status.
Reduce friction significantly on mobile.
Workshop notes and early wireframes defining navigation, parcel flows, and mobile behaviour.
Workshop notes and early wireframes defining navigation, parcel flows, and mobile behaviour.
Workshop notes and early wireframes defining navigation, parcel flows, and mobile behaviour.
Workshop notes and early wireframes defining navigation, parcel flows, and mobile behaviour.
Workshop notes and early wireframes defining navigation, parcel flows, and mobile behaviour.
Design Principles
Clarity
Create one account area that surfaces personal details, saved addresses, notification preferences, and delivery updates. Simplify navigation around user goals rather than internal organisational structures.
Empathy
Rewrite messaging to acknowledge uncertainty, provide reassurance, and explain what actions are possible. Reduce cognitive load during moments of concern.
Efficiency
Keep core tasks to a few interactions on mobile, removing shortened mobile flows by cutting steps, reducing fields, and restructuring UI for thumb‑reach and scannability. Prioritise the highest‑frequency user tasks.
Design Principles
Clarity
Create one account area that surfaces personal details, saved addresses, notification preferences, and delivery updates. Simplify navigation around user goals rather than internal organisational structures.
Empathy
Rewrite messaging to acknowledge uncertainty, provide reassurance, and explain what actions are possible. Reduce cognitive load during moments of concern.
Efficiency
Keep core tasks to a few interactions on mobile, removing Shorten mobile flows by cutting steps, reducing fields, and restructuring UI for thumb‑reach and scan‑ability. Prioritise the highest‑frequency user tasks.
Design Principles
Clarity
Create one account area that surfaces personal details, saved addresses, notification preferences, and delivery updates. Simplify navigation around user goals rather than internal organisational structures.
Empathy
Rewrite messaging to acknowledge uncertainty, provide reassurance, and explain what actions are possible. Reduce cognitive load during moments of concern.
Efficiency
Keep core tasks to a few interactions on mobile, removing Shorten mobile flows by cutting steps, reducing fields, and restructuring UI for thumb‑reach and scan‑ability. Prioritise the highest‑frequency user tasks.
Design Principles
Clarity
Create one account area that surfaces personal details, saved addresses, notification preferences, and delivery updates. Simplify navigation around user goals rather than internal organisational structures.
Empathy
Rewrite messaging to acknowledge uncertainty, provide reassurance, and explain what actions are possible. Reduce cognitive load during moments of concern.
Efficiency
Keep core tasks to a few interactions on mobile, removing shortened mobile flows by cutting steps, reducing fields, and restructuring UI for thumb‑reach and scannability. Prioritise the highest‑frequency user tasks.
Design Principles
Clarity
Create one account area that surfaces personal details, saved addresses, notification preferences, and delivery updates. Simplify navigation around user goals rather than internal organisational structures.
Empathy
Rewrite messaging to acknowledge uncertainty, provide reassurance, and explain what actions are possible. Reduce cognitive load during moments of concern.
Efficiency
Keep core tasks to a few interactions on mobile, removing Shorten mobile flows by cutting steps, reducing fields, and restructuring UI for thumb‑reach and scan‑ability. Prioritise the highest‑frequency user tasks.
Turning early sketches into low-fi Sketch wireframes for rapid prototyping.
Turning early sketches into low-fi Sketch wireframes for rapid prototyping.
Turning early sketches into low-fi Sketch wireframes for rapid prototyping.
Turning early sketches into low-fi Sketch wireframes for rapid prototyping.
Turning early sketches into low-fi Sketch wireframes for rapid prototyping.
Design Execution
Unified Account Hub
I designed a account management hub combining delivery tracking, personal details, saved addresses, contacts, wallet tools, and preferences thus replacing fragmented pages.
Trade Off
Low-use features (payment history, full delivery archives) were deprioritised so focus was on improving delivery visibility and accuracy.
Secondary-Level Navigation
I restructured navigation into five clear sections:
Dashboard - Overview and quick actions
Account - Personal details and addresses
Contacts - Sender and recipient info
Wallet - Payment methods and credits
Delivery - Active and past parcels
UI & Interaction System
Built a component library (address cards, contact tiles, status indicators, editable fields) that worked within existing front-end constraints. Simplified status timelines, added simple language updates, and enabled safe mid-delivery address edits.
Mobile & Messaging
Introduced postcode-first lookup, larger tap targets, and reduced scrolling to improve mobile completion. Rewrote messaging to reduce anxiety during disruptions and guide users towards their next steps.
Design Execution
Unified Account Hub
I designed a account management hub combining delivery tracking, personal details, saved addresses, contacts, wallet tools, and preferences thus replacing fragmented pages.
Trade Off
Low-use features (payment history, full delivery archives) were deprioritised so focus was on improving delivery visibility and accuracy.
Secondary-Level Navigation
I restructured navigation into five clear sections:
Dashboard - Overview and quick actions
Account - Personal details and addresses
Contacts - Sender and recipient info
Wallet - Payment methods and credits
Delivery - Active and past parcels
UI & Interaction System
Built a component library (address cards, contact tiles, status indicators, editable fields) that worked within existing front-end constraints. Simplified status timelines, added simple language updates, and enabled safe mid-delivery address edits.
Mobile & Messaging
Introduced postcode-first lookup, larger tap targets, and reduced scrolling to improve mobile completion. Rewrote messaging to reduce anxiety during disruptions and guide users towards their next steps.
Design Execution
Unified Account Hub
I designed a single hub combining delivery tracking, personal details, saved addresses, contacts, wallet tools, and preferences thus replacing fragmented pages.
Trade Off
Low-use features (payment history, full delivery archives) were deprioritised so focus was on improving delivery visibility and accuracy.
Secondary-Level-Navigation
I restructured navigation into five clear sections:
Dashboard - Overview and quick actions
Account - Personal details and addresses
Contacts - Sender and recipient info
Wallet - Payment methods and credits
Delivery - Active and past parcels
UI & Interaction System
Built a component library (address cards, contact tiles, status indicators, editable fields) that worked within existing front-end constraints. Simplified status timelines, added plain-language updates, and enabled safe mid-delivery address edits.
Mobile & Messaging
Introduced postcode-first lookup, larger tap targets, and reduced scrolling to improve mobile completion. Rewrote messaging to reduce anxiety during disruptions and guide users toward next steps.
Design Execution
Unified Account Hub
I designed a account management hub combining delivery tracking, personal details, saved addresses, contacts, wallet tools, and preferences thus replacing fragmented pages.
Trade Off
Low-use features (payment history, full delivery archives) were deprioritised so focus was on improving delivery visibility and accuracy.
Secondary-Level Navigation
I restructured navigation into five clear sections:
Dashboard - Overview and quick actions
Account - Personal details and addresses
Contacts - Sender and recipient info
Wallet - Payment methods and credits
Delivery - Active and past parcels
UI & Interaction System
Built a component library (address cards, contact tiles, status indicators, editable fields) that worked within existing front-end constraints. Simplified status timelines, added simple language updates, and enabled safe mid-delivery address edits.
Mobile & Messaging
Introduced postcode-first lookup, larger tap targets, and reduced scrolling to improve mobile completion. Rewrote messaging to reduce anxiety during disruptions and guide users towards their next steps.
Design Execution
Unified Account Hub
I designed a account management hub combining delivery tracking, personal details, saved addresses, contacts, wallet tools, and preferences thus replacing fragmented pages.
Trade Off
Low-use features (payment history, full delivery archives) were deprioritised so focus was on improving delivery visibility and accuracy.
Secondary-Level Navigation
I restructured navigation into five clear sections:
Dashboard - Overview and quick actions
Account - Personal details and addresses
Contacts - Sender and recipient info
Wallet - Payment methods and credits
Delivery - Active and past parcels
UI & Interaction System
Built a component library (address cards, contact tiles, status indicators, editable fields) that worked within existing front-end constraints. Simplified status timelines, added simple language updates, and enabled safe mid-delivery address edits.
Mobile & Messaging
Introduced postcode-first lookup, larger tap targets, and reduced scrolling to improve mobile completion. Rewrote messaging to reduce anxiety during disruptions and guide users towards their next steps.
Custom illustrations, animations, and a collapsible sidebar to boost clarity and brand personality.
Custom illustrations, animations, and a collapsible sidebar to boost clarity and brand personality.
Custom illustrations, animations, and a collapsible sidebar to boost clarity and brand personality.
Custom illustrations, animations, and a collapsible sidebar to boost clarity and brand personality.
Custom illustrations, animations, and a collapsible sidebar to boost clarity and brand personality.
Research & Rationale
Users expected delivery, personal, contact, and payment details in one place; a hub reduced search time and friction.
Five clear task groups emerged from research, directly informing the new navigation structure.
Simplifying logistics events into intuitive states improved clarity and reduced support queries.
Allowing users to update addresses removed a major support driver.
Streamlined mobile inputs and removing unnecessary fields significantly improved usability.
Research & Rationale
Users expected delivery, personal, contact, and payment details in one place; a hub reduced search time and friction.
Five clear task groups emerged from research, directly informing the new navigation structure.
Simplifying logistics events into intuitive states improved clarity and reduced support queries.
Allowing users to update addresses removed a major support driver.
Streamlined mobile inputs and removing unnecessary fields significantly improved usability.
Research & Rationale
Users expected delivery, personal, contact, and payment details in one place; a hub reduced search time and friction.
Five clear task groups emerged from research, directly informing the new navigation structure.
Simplifying logistics events into intuitive states improved clarity and reduced support queries.
Allowing users to update addresses removed a major support driver.
Streamlined mobile inputs and removing unnecessary fields significantly improved usability.
Research & Rationale
Users expected delivery, personal, contact, and payment details in one place; a hub reduced search time and friction.
Five clear task groups emerged from research, directly informing the new navigation structure.
Simplifying logistics events into intuitive states improved clarity and reduced support queries.
Allowing users to update addresses removed a major support driver.
Streamlined mobile inputs and removing unnecessary fields significantly improved usability.
Research & Rationale
Users expected delivery, personal, contact, and payment details in one place; a hub reduced search time and friction.
Five clear task groups emerged from research, directly informing the new navigation structure.
Simplifying logistics events into intuitive states improved clarity and reduced support queries.
Allowing users to update addresses removed a major support driver.
Streamlined mobile inputs and removing unnecessary fields significantly improved usability.
Desktop animation showcasing a key user flow and smooth step-to-step transitions.
Desktop animation showcasing a key user flow and smooth step-to-step transitions.
Desktop animation showcasing a key user flow and smooth step-to-step transitions.
Desktop animation showcasing a key user flow and smooth step-to-step transitions.
Desktop animation showcasing a key user flow and smooth step-to-step transitions.
Continuous Improvements
Working in agile sprints, I ran regular design reviews with product and development, framing trade‑offs and making final UX calls when opinions conflicted.
After launch, I used analytics, support tickets, and a lightweight UX scorecard to:
Tweak navigation hierarchy
Calibrate notification timing
Refine tone of voice with the brand team
Address accessibility gaps from research
This created an ongoing feedback loop rather than a one‑off redesign.
Continuous Improvements
Working in agile sprints, I ran regular design reviews with product and development, framing trade‑offs and making final UX calls when opinions conflicted.
Post‑launch, I used analytics, support tickets, and a lightweight UX scorecard to:
Tweak navigation hierarchy
Calibrate notification timing
Refine tone of voice with the brand team
Address accessibility gaps from research
This created an ongoing feedback loop rather than a one‑off redesign.
Continuous Improvements
Working in agile sprints, I ran regular design reviews with product and development, framing trade‑offs and making final UX calls when opinions conflicted.
After launch, I used analytics, support tickets, and a lightweight UX scorecard to:
Tweak navigation hierarchy
Calibrate notification timing
Refine tone of voice with the brand team
Address accessibility gaps from research
This created an ongoing feedback loop rather than a one‑off redesign.
Continuous Improvements
Working in agile sprints, I ran regular design reviews with product and development, framing trade‑offs and making final UX calls when opinions conflicted.
After launch, I used analytics, support tickets, and a lightweight UX scorecard to:
Tweak navigation hierarchy
Calibrate notification timing
Refine tone of voice with the brand team
Address accessibility gaps from research
This created an ongoing feedback loop rather than a one‑off redesign.
Continuous Improvements
Working in agile sprints, I ran regular design reviews with product and development, framing trade‑offs and making final UX calls when opinions conflicted.
After launch, I used analytics, support tickets, and a lightweight UX scorecard to:
Tweak navigation hierarchy
Calibrate notification timing
Refine tone of voice with the brand team
Address accessibility gaps from research
This created an ongoing feedback loop rather than a one‑off redesign.
Mobile delivery-status screens with streamlined access to tracking, proof of delivery, and parcel history.
Mobile delivery-status screens with streamlined access to tracking, proof of delivery, and parcel history.
Mobile delivery-status screens with streamlined access to tracking, proof of delivery, and parcel history.
Mobile delivery-status screens with streamlined access to tracking, proof of delivery, and parcel history.
Mobile delivery-status screens with streamlined access to tracking, proof of delivery, and parcel history.
What I learned
This project reinforced that account management is not a static settings page. It is the foundation for customer trust during uncertain delivery moments.
Building a cross‑team shared understanding early made decision‑making faster, and designing with constraints led to pragmatic but impactful solutions. Combining user frameworks with operational scenarios enabled a design that worked both for customers and the business.
Next time, I would embed accessibility and content specialists from day one to further accelerate alignment and reduce rework.
What I learned
This project reinforced that account management is not a static settings page. It is the foundation for customer trust during uncertain delivery moments.
Building a cross‑team shared understanding early made decision‑making faster, and designing with constraints led to pragmatic but impactful solutions. Combining user frameworks with operational scenarios enabled a design that worked both for customers and the business.
Next time, I would embed accessibility and content specialists from day one to further accelerate alignment and reduce rework.
What I learned
This project reinforced that account management is not a static settings page. It is the foundation for customer trust during uncertain delivery moments.
Building a cross‑team shared understanding early made decision‑making faster, and designing with constraints led to pragmatic but impactful solutions. Combining user frameworks with operational scenarios enabled a design that worked both for customers and the business.
Next time, I would embed accessibility and content specialists from day one to further accelerate alignment and reduce rework.
What I learned
This project reinforced that account management is not a static settings page. It is the foundation for customer trust during uncertain delivery moments.
Building a cross‑team shared understanding early made decision‑making faster, and designing with constraints led to pragmatic but impactful solutions. Combining user frameworks with operational scenarios enabled a design that worked both for customers and the business.
Next time, I would embed accessibility and content specialists from day one to further accelerate alignment and reduce rework.
What I learned
This project reinforced that account management is not a static settings page. It is the foundation for customer trust during uncertain delivery moments.
Building a cross‑team shared understanding early made decision‑making faster, and designing with constraints led to pragmatic but impactful solutions. Combining user frameworks with operational scenarios enabled a design that worked both for customers and the business.
Next time, I would embed accessibility and content specialists from day one to further accelerate alignment and reduce rework.
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
