Reinvent parcel tracking by listening to customers
Hermes is Germanys second largest courier service founded by Otto group. In 2019/20 Hermes transported a record number of 928 Million parcels, about 2,5 Million a day.
The tracking service is an important digital touchpoint for Hermes and visited by around 1.7 Million per day. With the new user experience of the delivery tracking we accomplished a paradigm shift by intelligently interpreting logistics status messages and converting these into a parcel communication with the clear goal to answer the most pressing user question: when will I get my parcel.
The other cornerstones of the new tracking experience are personalisation, contextual help and the integration of customer support channels like chat. From a users perspective the whole tracking should feel like a knowledgeable dialogue with Hermes rather then the impersonal data table look and feel with unrecognizable icons.
Mapping out the complete journey from purchase to final delivery helped us to gain a better understanding for users information and support needs. Based on the interviews we conducted we had a good understanding of the users pain points and could indicate possible break points in the customer journey map. This and in-depth interviews of the first low fidelity prototype lead to the first wireframe of the new solution.