Amazon

Amazon

Key by Amazon is an in-home, in-garage and in-car delivery service that allows authorized shippers to gain access to an Amazon Prime customer's home, garage or car trunk during specified times.

Team | 3 UX Designers

Platform | iOS, Android

Result | App store rating went from
iOS from 2.8 to 4.9 & Android from 3.25 to 4.9 (from 100 reviews to over 5k reviews)

Background & Challenges

The existing version of the Key by Amazon app had low user base with very low ratings in the app store due to unfriendly user experience. The key was to build trust with Amazon customers for them to start using this service called Key by Amazon.

In order to gain trust with new users and keep the current users from continually using the service, it was UX team’s goal to redesign the app so that we can plant a comforting and trusting image to our users.

Project Goal

Our goal was to increase our user base to 500k after the app redesign and to raise the app store rating on both ios and Android to over 4.5 which was successful after the redesign of the app.

User Journey

Information Architecture

Design System

Created and managed a new design system for Key 2.0

Layout Explorations

Visual Explorations

New UX

Achivements

Key by Amazon app rating was at 2.8 (ios) and 3.25 (android) back in December of 2019. To quickly increase the Key by Amazon app rating on the app store I’ve designed the app store rating nudge to pop up for users who have just rated a 5 star delivery within the app, users could rate the Key by Amazon app directly within the app. This nudge would pop up for customers who have had at least 85% delivery success rate and have made at least 3 deliveries in the past.

  • Rating jumped to 4.5 on ios with over 5k reviews from 2.8 with 153 reviews within a month of launching the nudge

  • Rating jumped to 4.3 on android with over 1.9k reviews from 3.25 with 152 reviews within a month

  • 6 months later, we are at 4.8 on ios with over 1900 reviews and at 4.7 on android with over 600 reviews

Key by Amazon also has transitioned into the Ring app so that users could keep track of their in-home deliveries while keeping tabs on home security. This has significantly increased our user base by 200k users in less than a month.