Making Access Shareable: The Design Evolution of Hilton’s Digital Key
Context
Setting the Stage
Research
Understanding People and Problems
Iteration
Exploring, Testing, Refining
Outcomes
Impact and Lessons Learned
MY ROLE
My contributions spanned hands-on exploration during early research and prototyping, to directing the design team through implementation, and returning to a hands-on role during user acceptance testing to validate the guest experience.
— Context —
Meeting Evolving Guest Expectations
Hilton’s Digital Key had already transformed how guests accessed their rooms, offering a convenient, contactless alternative to physical key cards. But in early qualitative research, a persistent guest pain point emerged: travelers often needed to share access with family members and friends.
The need for a secure, intuitive way to share a Digital Key became even more urgent during the COVID-19 pandemic. As the business focused on enabling more direct-to-room experiences, we prioritized features that could reduce front desk traffic and boost guest confidence. Digital Key Sharing became a natural extension of that goal. It also aligned with Hilton’s broader strategy to use technology to deliver a seamless stay.
This project required a careful balance of security, convenience, and simplicity. It was not just about adding a feature. It was about rethinking how access could be extended safely, with as little friction as possible.
— Research —
Research Headline
Our design team partnered closely with research peers to combine user insight with technical and operational validation. We spoke with both guests and hotel staff to understand each persona’s challenges, and we prototyped options to explore how sharing could be initiated and received within the app.
In parallel, we collaborated with engineering, security, and legal teams to test feasibility and define safe parameters for shared access. We examined how permissions could be extended, limited, or revoked without adding friction or compromising trust.
By pairing human insight with technical exploration, we identified a solution that was both intuitive and secure. This foundation gave us the clarity and confidence to move forward.
— Iteration —
Prototyping, Testing, Refining
We developed early prototypes of the sharing feature and tested them with small guest groups through a controlled rollout. This approach allowed us to observe real-world usage while minimizing risk. A key design challenge was determining how guests would initiate sharing. Through testing, we refined this interaction to ensure it was intuitive, secure, and met guest expectations. By iterating closely with engineering and security teams, we balanced convenience with strict controls to protect guest privacy and maintain trust throughout the process.
— Outcomes —
Sharing Success
After successful testing with small guest groups, Digital Key Sharing was validated through user acceptance testing to meet Hilton’s standards for security and usability. Feedback from early users guided optimizations before a phased rollout across Hilton’s digital key-enabled properties. This ensured a reliable, seamless experience for millions of guests and reinforced Hilton’s commitment to using technology to enhance the stay.