Simplifying Hermes’ Delivery Experience
Simplifying Hermes’ Delivery Experience
Simplifying Hermes’ Delivery Experience
Simplifying Hermes’ Delivery Experience
Simplifying Hermes’ Delivery Experience
A human-first redesign that improved task success by 50% and rebuilt user trust
A human-first redesign that improved task success by 50% and rebuilt user trust
A human-first redesign that improved task success by 50% and rebuilt user trust
A human-first redesign that improved task success by 50% and rebuilt user trust
A human-first redesign that improved task success by 50% and rebuilt user trust
Role: UX Designer, Copywriter
Tools: Figma, Photoshop, Illustrator
Role: UX Designer, Copywriter
Tools: Figma, Photoshop, Illustrator
Role: UX Designer, Copywriter
Tools: Figma, Photoshop, Illustrator
Role: UX Designer, Copywriter
Tools: Figma, Photoshop, Illustrator
Role: UX Designer, Copywriter
Tools: Figma, 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.
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.
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.
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.
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 mobile competition
Impact
📉 30% reduction in support queries
✅ 50% increase in task completions
⚡ 40% faster task mobile competition
Impact
📉 30% reduction in support queries
✅ 50% increase in task completions
⚡ 40% faster task mobile competition
Impact
📉 30% reduction in support queries
✅ 50% increase in task completions
⚡ 40% faster task mobile competition
Impact
📉 30% reduction in support queries
✅ 50% increase in task completions
⚡ 40% faster task mobile competition
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
Research & Insights
Working closely with a Graphic Designer and a Creative Strategist, we extracted insights through stakeholder workshops and event analytics:
QR codes and emails were the top entry points so speed and visual hierarchy were key
Broad messaging underperformed so buyer content was essential
Scenario mapping revealed unique priorities: hotels focused on guest experience; offices prioritised convenience and maintenance
Research & Discovery
Through remote usability tests, user interviews, and discovery workshops, we uncovered:
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:
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:
Users couldn’t easily find preferences
Confusing delivery statuses caused doubt
Mobile layouts were hard to use
Tone felt cold and unhelpful, during delays
Design Principles
Clarity
Strip distractions, spotlight top actions
Empathy
Implement human language
Efficiency
Minimise steps to complete top tasks
Design Principles
Clarity - Strip distractions, spotlight top actions
Empathy - Implement human language
Efficiency - Minimise steps to complete top tasks
Design Principles
Clarity - Strip distractions, spotlight top actions
Empathy - Implement human language
Efficiency - Minimise steps to complete top tasks
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
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
Design Execution
Adopting a mobile first, component based approach, I:
Rebuilt account navigation around user tasks
Created atomic UI components for consistency
Prototyped in Sketch for rapid validation
Collaborated in agile sprints with developers
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
Design Execution
Adopting a mobile first, component based approach, I:
Rebuilt account navigation around user tasks
Created atomic UI components
Prototyped in Sketch for rapid validation
Collaborated in agile sprints with developers
UX Enhancements Delivered
Dashboard Redesign - Clear delivery status and actions
Collapsible Sidebar - Streamlined mobile navigation
Visual Tracking Flow - Colour coded, guide clarity
Humanised Messaging - Rewritten tone with empathy
Responsive Layouts - Gesture aware mobile screens
UX Enhancements Delivered
Dashboard Redesign - Clear delivery status and actions
Collapsible Sidebar - Streamlined mobile navigation
Visual Tracking Flow - Colour coded, guide clarity
Humanised Messaging - Rewritten tone with empathy
Responsive Layouts - Gesture aware mobile screens
UX Enhancements Delivered
Dashboard Redesign
Clear delivery status and actions
Collapsible Sidebar
Streamlined mobile navigation
Visual Tracking Flow
Colour coded, guide clarity
Humanised Messaging
Rewritten tone with empathy
Responsive Layouts
Gesture aware mobile screens
UX Enhancements Delivered
Dashboard Redesign - Clear delivery status and actions
Collapsible Sidebar - Streamlined mobile navigation
Visual Tracking Flow - Colour coded, guide clarity
Humanised Messaging - Rewritten tone with empathy
Responsive Layouts - Gesture aware mobile screens
UX Enhancements Delivered
Dashboard Redesign
Clear delivery status and actions
Collapsible Sidebar
Streamlined mobile navigation
Visual Tracking Flow
Colour coded, guide clarity
Humanised 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
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
Continuous Improvements
Reworked nav after usability feedback
Calibrated notification timing to reduce issues
Refined tone in partnership with brand team
Boosted accessibility after research
Added QA checkpoints for dev handoffs
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
Continuous Improvements
Reworked nav after early usability feedback
Calibrated notification timing to reduce issues
Refined tone in partnership with brand team for warmth
Boosted accessibility after research surfaced key gaps
Added QA checkpoints for smoother dev handoffs
What I learned
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.
What I learned
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.
What I learned
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.
What I learned
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.
What I learned
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.
Focus Areas
Logistics
Customer Experience
Account Management
UX Design
Interaction Design
Focus Areas
Logistics
Customer Experience
Account Management
UX Design
Interaction Design
Focus Areas
Logistics
Customer Experience
Account Management
UX Design
Interaction Design
Focus Areas
Logistics
Customer Experience
Account Management
UX Design
Interaction Design
Focus Areas
Logistics
Customer Experience
Account Management
UX Design
Interaction Design
Design Principles
Clarity
Strip distractions, spotlight top actions
Empathy
Implement human language
Efficiency
Minimise steps to complete top tasks