Case Study: Key Master Services, From No Website to Getting Found
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Key Master Services is a key cutting and shoe repair kiosk inside Cairnlea Town Centre in Melbourne's west. When we first spoke, it had no website and no Google Business Profile, so people searching for key cutting nearby couldn't find it online. [Fill after launch: one-sentence result, e.g. "In the first [X] days after launch, the profile appeared in [X] searches and brought [X] calls."]
What was the starting point?
| Item | Before |
|---|---|
| Website | None |
| Google Business Profile | None |
| Reviews online | [Fill: none / number] |
| How customers found the kiosk | Walking past in the shopping centre and word of mouth |
| Services listed anywhere online | None |
For a kiosk inside a shopping centre, that matters: people who need a key cut, a shoe repaired or a garage remote copied often search on their phone before they leave home.
What did the owner need?
- To show up on Google Maps when people nearby search for key cutting, shoe repair and related services
- A simple website listing every service, including ones customers don't expect, like garage remotes
- Clear directions to the kiosk inside the centre, and opening hours that match the centre's
- Something that runs without the owner needing to update it himself
How did we start?
We built a first concept of the website from the owner's business card, so he could react to something real rather than a list of questions. His first feedback was that garage remotes were missing, a service his customers ask for often. We then sent a short set of questions to fill the gaps before finishing the site to his wishes.
This is the approach we take with most small businesses: show a draft early, then fix it with the owner's knowledge.
What did we build?
- [Fill after build: number of pages] a mobile-first website with one section per service: key cutting, shoe repair, garage remotes, [fill other services]
- Directions from the centre's car park and entrances to the kiosk
- A Google Business Profile at the kiosk's address inside the centre, with the right primary category and services listed
- Photos of the kiosk, the machines and finished work
- A simple process for asking customers for Google reviews at the counter
Google's guidelines say the business name should match the real-world name used on the storefront, without extra keywords (Google), so the profile uses the kiosk's actual name.
What changed? [Fill after launch]
| Measure | Before | After [X] days |
|---|---|---|
| Website | None | Live |
| Google Business Profile | None | Verified |
| Profile views / searches | 0 | [X] |
| Calls from Google | 0 | [X] |
| Direction requests | 0 | [X] |
| Google reviews | [X] | [X] |
[Fill: two sentences in the owner's words, with permission, about what changed for the business.]
What can other shopping centre businesses learn?
- A kiosk or shop inside a centre can have its own Google Business Profile at the centre's address, with clear directions
- List every service, including the less obvious ones that customers search for
- Match your hours to the centre's hours, including public holidays
- Ask happy customers for a review at the counter; reviews and their number are part of prominence in Google's local ranking (Google)
More detail in getting found on Google Maps inside a shopping centre.
Next step
Run a shop, kiosk or service business in Melbourne's west with no website or Google profile? Morphic can set up both. Get a free quote, or book a 30-minute call.
Related services: websites for new businesses and Google Business Profile management.
Related reading: How to Set Up a Google Business Profile, Business Not Showing on Google Maps? and Case Study: Family Touch Home Support.
Title 08 to Title 15 and Main Content 08 to Main Content 15: leave empty.
Key Takeaways
Key Master Services started with no website and no Google Business Profile.
A first concept built from a business card got the owner's feedback early, such as adding garage remotes.
The build covered a mobile website, a verified Google profile, photos and a review routine.
[Fill] After [X] days the profile brought [X] calls and [X] direction requests.
Shopping centre businesses should list every service and give clear in-centre directions.
Emon Datta
Founder, Morphic Agency
Morphic Agency is a Melbourne-based UX design agency. We've shipped 50+ products across 15+ countries.
