Heroshe
How Building Trust and Transparency Led to 2x Growth
Turning package uncertainty into confidence by keeping shoppers informed at every step.
Team
Full-time Designer at Heroshe
Timeline
Sept ’20 – May ’21
Contributions
Design, Strategy, User Interviews
Picture this: You find the perfect gadget on Amazon, but it can’t be delivered to your country. So you order and ship it to your freight-forwarder, and then… radio silence. The packages weren’t delayed or missing—but the updates were.
Our challenge was clear:
How can we provide timely updates that keep users informed and confident about their shipments?
Shipped work
Highlights of the revamp…
Results?
We sure made an impact...
Turning package uncertainty into confidence by keeping shoppers informed at every step.
Background
The challenge
Heroshe helps African shoppers buy from global stores, but customers often experienced radio silence after packages reached the warehouse. Items were not missing—the updates were. We asked how timely communication could build confidence in every shipment.
Getting the root...
Listening to real voices
Interviews with frequent shoppers, more than 200 survey responses and conversations with support, warehouse and logistics teams revealed a simple need: customers wanted reassurance as soon as a package arrived, not only after processing was complete.
Our Solution
Reimagining the process
We separated inbound receipt from full processing so multiple staff members could work in parallel. Status updates began at warehouse arrival and continued through each stage, while public tracking reduced the need to log in or call support.
Reflections
What we learned
Transparency builds trust. Good service design cannot happen in a silo: involving warehouse, logistics and support teams was essential to creating a system that worked for shoppers and operators alike.
Next?
