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Research & Planning

Finding the key steps in our user journey 




Current Experiences To understand the current design of the MK kiosk and its competitors, I tried out each kiosk and recorded the experience of copying a simple house key.  




Key Hero’s Experience




Gaps and New Features
MK’s current experience is much simpler since it has less features. 
To stay competitive we aim to add the following functions: 
01 Endless Aisle — shop from an “endless” number of key designs available in kiosk or shipped for free 02 Scan Multiple Keys — allow for multiple keys to be scanned during a single shopping session03 Upsell — incentivize purchasing more than one key  04 Save Keys — store a digital copy of keys for emergencies or convenience  05 Buy Other Keys — purchase car keys and RFID key fobs
*solved in a separate project*


Updated user journey To determine where best all these features should go, I created a new user flow to document the journey intricacies.

The final user journey shown here went through many iterations as new information was revealed during design reviews with the client. Keeping this updated was crucial to our team’s organization.



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Priscilla i Tsang 2024 
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