As online sales continue to grow in the UK there is an increased pressure from consumers to retailers to have more control over their deliveries. Consumers want quick, hassle free transit from the retailer’s warehouse to the front door. Digital technology is beginning to shape the parcel delivery network of the future and Hermes have embraced these technological developments to ensure they are front of mind for ease, convenience and being the courier of choice for UK consumers.
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 with the customers feedback informing the way Hermes IT systems were structured and built around their demands.