Keyask
Project Overview
As a part of our IOT class, we collaborated with Allegion's Zentra team to come up with Keyask a self-serve kiosk that apartment residents can use to receive temporary access to their apartments via a near-field communication (NFC) tag.
Our primary task to was finding additional revenue streams for their multi-family property management product whilst providing value to the customers.
Project Type
Industry Partner Project with Allegion
Role
UX Researcher and Designer
Duration
September 2023 - October 2023 (6 Weeks)
Teammates
Austin Coon, Sarowar Hussain, Noyonika Saha
Challenge
As we did not have a particular problem statement the space was free to explore. After carefully analyzing our research it revealed that most residents faced issues with gaining access after office hours if they lose or misplace their keys. Hence we decided to move forward with this problem statement
"As a resident,
When I lock myself out,
I want an alternative access method,
So I can gain access to the building/my unit without needing assistance from property staff,
But there is currently no self-service method in place to regain access."
Solution
Working on our problems statement, we thought that a self-service method with a pay-per-use business model would work best. Hence we came up with KeyAsk a kiosk to dispense NFC based access keys to residents who are locked out after office hours.
We also integrated guest parking and facility access into this product as a way to further solve the access issue for guests who visit the residents frequently removing the hassle on the residents end.
The Process
Starting things off with a kickoff meeting with team Zentra, we learned what Allegion does and how they are transitioning into the smart-home business with Zentra.
We were provided with the current pricing plans and three user groups (residents, property managers/owners and property maintenance staff) that their team had identified during their preliminary research.
We also got a pre-problem statement from the partner -
"How might we unlock additional value for our personas to generate recurring revenue above and beyond our current hardware sales and paid access subscription model?"
We planned to break down the process in four steps -
1. Research with emphasis on market research and viability of smart home locks and what does the potential for income looks like in this market.
2. Defining our target user and fixating on a solid problem statement.
3. Designing a solution for our target user in mind and looking at income streams for the client.
4. Finally testing our solution against real users and getting their valuable feedback.
1. Research
Given our objective to establish a new revenue stream, we began by examining the smart-home lock landscape within the security and multifamily unit markets. To gain a deeper understanding, we initiated an environmental analysis.
We analyzed Zentra’s main competitors, identified key trends, and identified market, industry, and macroeconomic forces that would shape our design process and interview protocol.
1.1 Market Trends
Looking at market trends for smart-home locks we found that it is booming due to several converging trends.
Security remains a top concern, but people also crave the convenience and contactless experience that smart locks offer. The rise of smart homes and remote work is fueling demand for features like remote access and integration with other connected devices. Multifamily properties are looking for solutions that cater to a diverse community and a changing work environment, while also keeping costs down.
Overall, the market is ripe for innovative solutions that combine security, convenience, and affordability.
“The global property management software market is projected to grow at 10% CAGR from $22.05 billion in 2023 to $42.89 billion by 2030”
1.3 Surveys and Interviews
Our research employed a mixed-method approach to gain a comprehensive understanding of our target audience. We began by conducting surveys to gather quantitative data, in total we conducted 17 interviews and surveys consisting of 10 residents, 4 property managers and 3 maintenance staff.
These interviews were tailored to different research subjects, ensuring we captured specific insights from each group. To delve deeper into the qualitative aspects, we followed up with semi-structured interviews lasting 20-40 minutes.
10 Residents
4 Property Manager
3 Maintenance Staff
1.3 Research Insights
• Both Property managers reported resident complaints regarding reliability of key-less entry systems.
• 50% Residents were concerned about the potential misuse of their access data by property management or third-party providers.
• 6 out of 8 residents complained about getting locked after office hours and calling emergency number and waiting to get into their apartment.
• Most of the apartments are already using smart-cards or fobs to access the apartment hence are familiar with the benefits and concerns with these methods.
2. Define
We grouped, sorted, and analyzed the survey and interview responses via affinity mapping to create personas. As we interviewed all three user groups we decided to make a persona for each of them to help us move to the next phase of our project.
2.1 Personas
3. Design
Once we had determined the problem statement we would be addressing, we began brainstorming potential solutions. Using a whiteboard and sketching random ideas, doing crazy 8's exercise and story telling we made scenarios to visualize our solutions.
After shortlisting our potential solutions to the top three, we consolidated all our research and conducted further feasibility assessments. This prepared us for a feedback session with the Zentra team.
3.1 Low-Fi Prototyping
We created the low-fidelity version of our application for testing using figma collaborating individually through in-person sessions and remote working sessions.
Screens for the NFC Kiosk Hub, the “request access” screen that would be included in Zentra’s access management application for residents, and the “access management” screens that property managers would be able to see within their system.
3.2 Testing
After creating a lo-fi working prototype we started user testing and refining our design along the way. To thoroughly evaluate our prototype, we employed a multi-faceted approach to usability testing. This included:
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Think-aloud protocol: Asked users to verbalize their thoughts and thought process while interacting with the prototype, providing valuable insights into their decision-making.
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Pre- and post-task questionnaires: These questionnaires helped us understand user expectations before the test and gauge their satisfaction and experience afterward.
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Likert scale usability rating: Users rated the prototype's overall usability on a standardized scale, offering a quantitative measure of satisfaction.
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Hierarchical task analysis (HTA): We created 2 HTA's to deconstruct the tasks users performed during the study. This breakdown allowed us to analyze task complexity and accurately assign completion levels for each task.
HTA Task 1: Lockout Access
Users would scan the QR Code with their mobile phone it will automatically sign-in the user account on the kiosk.
HTA Task 2: Guest Access
We created the flow keeping in mind the access duration and approval from the property manager.
3.3 Testing Results
In all we conducting user tests with 10 residents and 2 property managers. These moderated sessions provided our team with valuable feedback as follows -
01
Convenience
90% participants said that having a kiosk would be very convenient and would simplify guest access to their apartment.
02
Confusion ???
83% of participants felt that app wording was a bit confusing.
Ex. What is Guest ID in the request section?
03
Additional Revenue
Both property managers said that having a kiosk on site would help them generate additional revenue.
Zentra Feedback
The Zentra team provided insightful feedback on the final version of KeyAsk and the research behind it. Their input helped us identify key areas for further development and refine our design process. Here are some key takeaways:
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Expanding Identity Verification: We discussed exploring alternative methods for resident identification that wouldn't require a phone. This could cater to a wider user base and enhance accessibility.
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Monetizing Guest Access: The team encouraged us to delve deeper into the potential for monetizing guest access. This included developing a pricing model that balances value for residents and guests.
Future Considerations:
While time constraints prevented us from addressing all the feedback, further exploration would be highly beneficial. This includes:
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Design Iteration: Continued design iterations based on Zentra's insights could significantly improve KeyAsk's user experience.
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Pricing Exploration: Developing a robust pricing model for guest access would be crucial if we decide to pursue monetization.
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Usability Testing: Additional rounds of user testing would validate the effectiveness of any changes made to KeyAsk.
1.2 Competitor Analysis
Overall we looked at around 7 competitor companies who are very well known in the smart-lock space.
This helped us see where our competitors are focusing their resources and how we can leverage those offerings to create value for Zentra.
2.2 Selecting a Problem Statement
After creating personas, it was time we selected on a particular problem for each user group that solves the frustration and accomplishes the goals of that persona for the review and feedback session with team Zentra.
We did a brainstorming exercise to get as many problem statements for each user group and grouped them into the above three categories of user, then selected the best one for all three i.e residents, property managers and maintenance staff.
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Idea 1
Self-Service Key Vending Machines: To serve as a terminals for retrieving backup keys.
Idea 2
Keypads with Passcode Entry: An alternative access method paired with regular access method.
Idea 3
NFC for Access: Remotely programmable and disposable NFC tags for alternate access.
We presented 3 solutions to the Zentra team. They favored the first and third and suggested combining them: NFC tags for access (easy to replace) with a vending machine for replacements.
NFC's feasibility (Allegion locks) and the vending machine's novelty was something that they could actually do practically. Hence we moved forward with creating a NFC printing kiosk (or vending machine for NFC tags).
These were our final design goals for Keyask.
01
Vending NFC Tags
Allow residents to generate and print temporary access tags for lockout situations.
02
Remote Access Permission
Allow residents to request access remotely for visitors and workers who need access to their unit.
03
Payment Flexibility
Allow to pay for extra tags and guest parking through the mobile app.
Learning Outcomes
As this was a business focused project, I felt that business viability is one of the important consideration when designing a product. Users are ready to pay a cost for convenience it just needs a right balance.
Starting without a problem statement is daunting at first, there's not a fixed path we need to go, looking for problems in the given space and finding the right problem statement is very crucial for success.
I learnt that there is always something we can improve if not create from scratch, it is the small increments that makes a product useful. I got to learn so much from this project specially in terms of business aspect and exploration of a new vertical in design.
We've narrowed our focus to problems faced by residents. This decision combines the needs of residents and property managers, addressing a broader issue with a single solution. Additionally, residents form the largest user group within our apartments, and we have extensive resident research to support our solution development.
It also has a greater potential for generating additional revenue for Zentra - aside from its core product.
"As a resident,
When I lock myself out,
I want an alternative access method,
So I can gain access to the building/my unit without needing assistance from property staff,
But there is currently no self-service method in place to regain access."
"As a resident,
When I lock myself out,
I want an alternative access method,
So I can gain access to the building/my unit without needing assistance from property staff,
But there is currently no self-service method in place to regain access."
"As a property manager,
When there is a resident stranded out without keys after office hours,
I want them to be able renew their key,
So I can be sure they are able to enter their apartment,
But there is an issues after office hours as the equipment to renew keys is in the office.
"As a maintenance personnel,
When I have to fix something,
I want to be able to access the apartment even when the residents are not present,
So I can be sure to complete all the tasks within time,
But there is an issue with privacy as residents don't know when I'll be visiting their apartment."