Wynn Las Vegas
Digital Key
The secure and easiest way to access your hotel room with your smartphone, the Wynn way.
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The secure and easiest way to access your hotel room with your smartphone, the Wynn way.
During the conference season in Las Vegas, the Wynn sees a large influx of attendees, which, combined with regular tourism, leads to longer queues and slower service, making it difficult for guests to enjoy their stay. Even digital kiosks exists, they are not often used and often give keycards that don’t work.
While the Digital Key isn’t a new concept, the Wynn had yet to implement it. The reliance on plastic key cards also results in high costs and negative environmental effects.
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During peak periods, especially when large conferences are in town, Wynn guests need a faster way to check in and access their rooms, so they can begin enjoying the luxurious experience they expect.
Peak time struggle
During conference season, the volume of convention groups, often in the hundreds, is too high to manage efficiently. This leads to long lines at check-in and for room key resistance, with wait times reaching up to 1–2 hours.
Kiosk
The existing experience was unreliable, with frequent bugs, such as assigning guests a room but failing to unlock the door, leading to frustration and operational issues.
Environmental Effect.
Around 500 000 plastic cards are used every year.
Guest Access: Competitors allow digital key access without requiring sign-up.
QR Codes: MGM uses QR codes to promote app downloads.
Digital Wallet: Marriott integrates with Apple Wallet and Apple Watch for easy access.
Integrations: Loyalty programs streamline check-in; ID.me is used to enhance identity verification.
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We will develop a secure and private method of checking-in online. That will allow the Wynn team to develop a Digital Key feature in the mobile app that will communicate with the hotel’s backend system, giving the guests a faster and secure way to access their hotel room.
The flows included serveral interactions between from front and back of the house systems. Our first iteration was focusing on the happy path: A loyalty program member booking directly with the hotel, having the app installed and logged in.
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Check In process has to be connect to the hotel back end to receive data and payment:
Logged-In Users:
• Reservation card appears automatically on the homepage.
• “Pre-Check-In” lets users submit personal info in advance.
• Logged-Out Users:Must manually add their reservation.
After Pre-Check-In:
• Reservation card shows options to access digital key or view room details
• A step-by-step tutorial guides users through using the digital key.
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• Digital Key has a dedicated spot on the home screen for quick access.
• State-based screens keep guests informed about their room status at every step.
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• Clear and simple layout for versatility.
• Progress indicator for multi-step processes.
• Used for:Check In/Out form fields.
• Cross-sales (upgrade rooms)
• ID.me verification
• PaymentRoom Details
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• Simple layout with most important information:Large Check In/Out information. • Two quick buttons to access digital key or access details about the room (Wynn = Amenities).Card rail supports multiple room reservations. (With horizontal scrolling).
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• Floating button appears on all app pages. • Easily reachable and one-hand accessible.
• Uses primary brand color for visibility.
• Includes a subtle bounce effect for feedback
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Celebratory screen featuring Wynn branding upon check-in completion.Clear display of room details and digital key access.Includes room photo and link to virtual map.Offers option to request a physical key if preferred.
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Onboarding
Vendor collaboration enabled a tailored experience.Features 3 skippable animated steps.Ends with the digital key visually transferred to the key button.
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Use of Digital Key
Reinforces the “Your device is your key” metaphor.Uses visual cues to show activity and remaining time.Drawer auto-closes upon completion.
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The Wynn Digital Key was a huge challenge from ever changing flows and vendors. Nevertheless, we were agile to adapt to different solutions and portray the Wynn brand and experience in a digital way.
