Solving Package Theft For Prime Customers
I was the founding designer for Amazon Key, where I helped define the app’s information architecture and design the end-to-end delivery experience.
ROLE
UX Designer
PROJECT TYPE
0-1 Launch
Industry
E-Commerce
Challenge
With over 1.7 million packages lost each day, Amazon Key offered Prime customers a free in-home and in-car delivery option to ensure safe, reliable drop-offs.
Results
Amazon Key was initially met with a tepid user response, a risk our UX team identified early on. The product has since evolved into an in-garage delivery solution that continues to thrive today, preserving many of the trust elements we established as the founding design team.
How can we design for trust
As the first designer on the team, I focused on establishing the foundations of user trust. Through research, I validated that adding a delivery camera increased user trust by 63%.
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.
I brainstormed various IA options which led to conversations org focus.
Our design team held a sprint that brought product and engineering together to brainstorm design alternatives. I was responsible for exploring app information architecture options and examined the problem over a one-year horizon, which prompted deeper discussions around organizational and app focus.
I also worked on all the aspects of motion design elements within the Key App.
This included designing animation transitions for Bluetooth setup, lock and unlock flows, and other key navigation interactions within the app.
I also designed how deliveries show with the Amazon Key app and mShop.
This effort included defining design paradigms within the mShop app for Key, uncovering constraints around what could and couldn’t be displayed in the Amazon Key app, and designing the courier experience for in-home deliveries.
