- Year: 2018-19
- Categories: UX, Visual Design
- Experience: iOS and Android
- Devices: Phone, Desktop
- Produced while working at: Amazon
Amazon Key – Secure Delivery
UX and Visual Design for Amazon Key, the in-home, in-garage and in-car delivery service, exclusively for Amazon Prime members. During my time at Amazon, as well as improving the existing experience, I helped to deliver three important and complex product launches:
• In-Garage Delivery, in collaboration with myQ and Chamberlain smart garages
• Schlage Encode, the first WiFi-enabled lock eligible for Key
• Integrating with the Ring app to offer smart lock access control in Ring, as well as importing Ring devices as part of the Key ecosystem for in-home and in-garage delivery
This work involved communicating my ideas succinctly, soliciting input from relevant stakeholders and leadership, and delivering solutions that scale, both for design and engineering, as Key continued to expand its offering and third party relationships. I consistently leveraged data and research findings to inform the UX vision and to influence my customer-focused design proposals and solutions, striving to push the CX bar higher with each new initiative. Customer feedback and App Store reviews following the three launches were positive, with a decrease in customer service calls and an overall increase in user adoption to the program.
www.pcmag.com/news/367926/amazon-launches-in-garage-delivery-service
www.theverge.com/2019/4/23/18512509/amazon-key-for-garage-launches-us-delivery-drivers-prime
www.engadget.com/2019/04/23/amazon-key-launches-in-garage-deliveries
Setting Up Your Kit for In-Garage Delivery
Set up takes less than 5 minutes. Choose an eligible address, link your myQ Smart Garage account, and select your garage door. Add a camera if you wish to monitor the delivery event live.
How In-Garage Delivery Works
Order on Amazon and select ‘in-garage’ delivery at checkout. Track your upcoming deliveries in the Amazon Key app.
Get notified every step of the way: when your package ships, on the morning of delivery, and right when the delivery is happening. Watch your delivery live in the app, from anywhere.
Your packages will be delivered securely inside your garage. No more worry about your packages being left out in the rain or being stolen by porch pirates… even get packages delivered while you’re away on vacation!
Stay in control
Change in plans? No problem. You can always block access. The driver will just deliver it to your doorstep as a regular delivery.
Integration with the Ring App
In June 2018, we launched support for Ring devices, allowing customers to use their Ring cameras for in-home and in-garage delivery. In addition, door access could also be controlled from both the Key and Ring apps.
The Schlage Encode (WiFi smart lock) set up flow, linking a Ring camera, and enabling In-Home Delivery.
Setup 2.0
Initially, setting up your kit was a lengthy, linear process. Drop-offs were more common than we would have liked, and the data clearly showed that customers who did not finish setup with a healthy device were unlikely to ever return. I re-designed Setup 2.0 to be a modular flow, and as such more intuitive and flexible for the customer, as well as being highly scalable for design and engineering.
Setup 2.0 lands the user on an ‘empty access point’, just two screens after authenticating. From here, users can add any device, in any number, and in any order. This new design not only expedites and reduces friction in initial setup, it also scales easily as Amazon continues to support more and more third party devices and services.
In-Car Delivery and Security
To offer even more value to the in-car program, we worked with the Ring Neighbors team to leverage security data specific to vehicles, so customer could feel safe wherever and whenever they parked their car.
We held two research sessions to learn more from our customers and to validate our assumptions. Following this, we pivoted on some ideas, and continued to refine some other ideas for the MVP launch.
Just knowing is useful – it allows me to make a conscious decision, even if that decision is to do nothing.
Total Peace of Mind
With Amazon Key for Car, never worry about the safety or security or your car, whether it’s parked awaiting delivery, or parked in an unfamiliar part of town. At least, that was the proposed design. This product launch was postponed, due to doubling down our efforts on the in-home program.
