Transforming the online platform of Hermes
Hermes is currently positioned as one of the largest carriers in the UK delivering over 200 million parcels a year for some of UK’s largest and most well-known brands. At the beginning of 2017 they embarked on an ambitious 3-year digital transition plan that would revolutionise the business. The project has been approached from the customer first, using research and discovery methodologies to identify critical tasks and jobs to be done.
McCann was approached to be Hermes transformation partner and was briefed to overhaul the entire customer journey to create a single proposition across sending, receiving and returning parcels. We undertook extensive customer research and redeveloped the brand proposition that has then been expanded into consumers parcel interactions across web and mobile.