What if delivery meant actually delivered?

Founding designer for Amazon Key. Defined the app's IA and designed the end-to-end in-home delivery experience.

ROLE

UX Designer

PROJECT TYPE

0-1 Launch

Industry

E-Commerce

Context

1.7 million packages lost daily. Amazon Key gave Prime customers a free in-home and in-car delivery option—if they'd trust a stranger inside their home.

Results

Initial adoption was slow—users weren't ready to let strangers inside. The product evolved into in-garage delivery, which thrives today. Many of the trust patterns we established carried forward.

How do you design for trust?

95%

Expressed skepticism toward a delivery person entering their home

55%

Agreed package theft was a problem they experience

63%

Suggested having a delivery facing camera gave peace of mind.

IA explorations that shaped org strategy

I mapped app architecture over a one-year horizon. The exercise surfaced bigger questions about product focus—and prompted org-level conversations about where Amazon Key should live.

Motion as trust signal

Animations for Bluetooth setup, lock/unlock flows, and navigation transitions—designed to make a high-stakes interaction feel controlled and safe.

Connecting Key to the Amazon ecosystem

Defined how deliveries surfaced in the Key app and mShop, uncovered platform constraints, and designed the courier-facing experience for in-home drops.