Key Duplicating Kiosk

Simplifying the experience for busy shoppers


PROBLEM

Design an automated kiosk to duplicate keys. This kiosk will be placed in retail locations and should be fully automated. There will be no onsite staff to assist or service the kiosk. Create an experience where customers can quickly and easily purchase a copy of their key.

SOLUTION

Duokey is a concept for a key duplicating that creates a smooth and quick experience through a simple interface. The machine itself is accessible to both standing and wheelchair users and is easy to use.

I had three days to work on a solution. During this time I spent some time researching what machines already existed, I asked a few people about their experiences, I discovered user needs, and then went on to design an improved key-duplicating experience.


What's already out there?

MinuteKEY


MinuteKEY Machine

KeyMe


KeyMe Machine

What do users say?

SECURITY CONCERNS

“I'm afraid they'll have my key information and make many more."

PROBLEMS WITH REFUNDS

Several users complained about refunds being difficult to obtain in a timely manner.


My own experience

start screen

START SCREEN

Unnecessary elements
Confusing 2 start buttons
Makes it difficult to know what to tap on to start

review and pay screen
review order screen
thanks for purchase screen

STEPS REQUIRED

1. “Start” button

2. Insert key

3. Add items to cart

4. “Checkout” button

5. “Add 1 More Key, Get a free Brass Key,” tapped “No Thanks” button

6. “Enter Coupon Code” button

7. Typed in code

8. “Confirm Order” button

9. “Email Receipt” button

10. Enter email address

11. Remove key


There are too many steps required and the screens related to payment look similar but different, which causes some confusion.


User Needs

PRIMARY

Quick

Easy

Secure

SECONDARY

Options: different key designs

Accessible to wheelchair users

No language barriers

Different payment options

Entertainment while machine makes new key

Duplicating multiple keys in single transaction

Quick & easy refunds


Scenario

Mom and son doing some grocery shopping
Photo Credit George Doyle

AT THE GROCERY STORE

Janine is grocery shopping at Safeway with her son Jimmy. Her husband called her earlier today and told her that he lost his house key. He asked Janine if she could make a copy for him because he has to work until late today. Unfortunately Janine is very busy today and wonders when she will get a chance to make get the key duplicated.

AFTER PAYING FOR GROCERIES

After finishing up paying for all the groceries, she notices a self-service machine to duplicate keys. She decides to check it out and use it to make a copy of the house key.

duokey machine

STEP 1

The home screen lets her know that she just needs to insert her key to start. She inserts her key and the machine analyzes it to determine the type of key.

Insert key and analyzing key

STEP 2

Janine is led to a screen where she can choose from several different key styles. She explores the different designs but decides to go with the cheapest key—the standard brass key. She adds it to her cart and also adds two key rings for 25¢ each.

Choose style

STEP 3

She sees the total cost of her items, including tax and checks out. She sees two forms of payment method. Since she does not have a coupon she taps the credit card button.

Total cost and payment options

STEP 4

An animation shows her to swipe her credit card from left to right with the stripe toward the top.


Swipe credit card

STEP 5

Payment confirmation appears with two difference choices to receive a receipt.


Payment confirmation, choose form of receipt

STEP 6

She sees several options for obtaining a receipt for her transaction. She chooses to have it emailed to her. A keyboard appears and lets her enter her email address.

Enter email address to receive receipt

STEP 7

The machine begins to make the copy of the key. Jimmy looks at the machine at work through the side glass panel.

Child looks through side of machine as key is duplicated

STEP 8

Once the copy is finished, the machine prompts her to remove her original key and pick up her new items. The whole process was quick and easy.

Machine promts user to remove key and pick up new items

Thoughts

PAYMENT

Providing only card payment may be a little limiting. I made the decision not to allow cash because it would create extra expenses and complications (refunds, providing change etc). I opted out of giving out paper receipts for that reason as well.


Idea: NFC technology could potentially be used to allow users to pay with their smartphones.

REFUNDS

Some customers complained that getting a refund on a miscue key was a long and painful process. With more time I would explore how to make the refund process easier and faster.


Idea: If they asked for an emailed receipt, users can access a link to an online refund form and get an immediate refund.

NEXT STEPS

With more time to talk to people about their experiences using the machine, I could better understand what their needs are. My next steps would be to make prototypes and test them with users.


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