The biggest hurdle to pass on the way to allowing users to request a digital key at any point in time during their stay was security. The initial flow was designed with security in mind, as business leaders were wary of any situation that would compromise the safety of our users.
So right off the bat, a multidisciplinary team worked together to figure out how we could reorganize the validation and provisioning process to make it simple, quick and easy for a user. This required a lot of data analyzing and mapping and working closely with development teams to adapt the existing code construction.
Throughout this process I played the key user advocate and made it my mission to ‘cut the fat’ on wait times and various states, pushing for a kind of magic for the front-facing interface where requesting a key and having it be delivered on their phone would happen almost simultaneously.