KeyMe Self Service Kiosk
Mar 2016 - Present
Sketch / Photoshop / AE / Invision / Atom
- UX Designer - I conducted user research, builded prototypes and lead the testing process that's inclusive of in-house and field testing.
- UI Designer - I collaborated with a visual designer to design the kiosk user interface and iterated based on user feedbacks.
The Project Overview
KeyMe kiosk is KeyMe's main product. It helps tens of millions customers securely and conveniently copy keys at their local retailers. KeyMe kiosk also allow users to store, share and duplicate their physical keys using a digital scan that is securely stored in the cloud.
- Redesigned 80% of kiosk pages
- Optimize the user flow for better user experience
- Launched over 10 new features for the kiosks
- Successfully and actively impact sales and decrease drop offs between pages.
Case Study - GUI 2017 redesign
May 2017 - Present
Sketch / Invision / Atom
Visual Designer + Product Manager
Step 1 - Understand our user's need, review competitors and do business research to formulate a correct strategy
Step 2 - Sketch and develop different solutions
Step 3 - Build the prototype for best solutions
Step 4 - Validate ideas through user testings
Step 5 - Learn from testings and make iterations
STEP 1 - UNDERSTAND GOAL 2017
- Create a delight, easy to use experience for KeyMe customers to copy any of their keys.
- Build their trust on saving digital copies with KeyMe.
To achieve this goal, we map out our current user flow:
From the map, we ask ourselves 3 questions based on our 2017 goals:
- Can user copy any of their keys?
No. Currently we only support most standard keys, some high security keys and vehicle keys.
- Is our kiosk quick and easy to use?
Yes if customer only copy ONE key type.
No if customer try to copy multiple key types. Our current user flow is linear. Users have to complete one order before scanning another key.
- Do they trust KeyMe on saving their keys?
No. A lot of customers said they don't even know the service. Also, we don't address clearly the benefits of saving digital copies.
To solve these 3 questions above, we set up our 3 UX objectives:
To achieve the objectives, we
- visited and studied self service kiosks (McDonald's LinkNYC, MTA kiosk, Vending Machines, etc. ) in the market to fully understand the basic UX principles.
- studied our competitors and analyze the area of opportunities.
- tracked the daily data analysis to identify primary drop-offs in the current purchasing experience.
- followed our existing persona to understand our customers.
After the business research, we conducted user study to set up a basic grid system for our GUI design.
- Visited retailer stores and conducted customer behavior observation
- Interviewed real customers in the store
- Received weekly highlights from customer services to catch up real time feedbacks.
STEP 2 - SOLUTIONS
Sketch different solutions and came up with two user flow ideas:
STEP 3 - BUILD THE PROTOTYPE
STEP 4 - USER TESTINGS
- Users expect that keys are copied instantly from the kiosk. For keys that need to be cut and shipped from our headquarter, we need a strong visual & audio indicator to explain why.
- Users want to know exactly what they will receive from us. For vehicle keys, users want to be informed that there's an extra step of activate the key after purchase.
- Users concern the security of saving keys with KeyMe. The fingerprint protection is important. They also want to make sure that KeyMe doesn't store any of their informations.
- "Scan another key" options should be available before reviewing shopping cart.
STEP 5 - ITERATIONS
Based on user feedback, we finalize the design for phase 1 launch
Please contact me at firstname.lastname@example.org for more information