Delivering features

CHALLENGE

The National lottery app was performing adequately, and was getting acceptable reviews scores. However the app had grown organically and was suffering from legacy systems technology. Execs were pressuring for new products and deemed refinement as low priority, all of which was negatively impacting the overall user experience and perception.

APPROACH

Working in a small production team a prioritised backlog of features and enhancements was created. Incremental improvements were to be worked in  within larger feature updates to obtain exec buy in. Sketch was adopted to expedite the transition of wireframes to visual design, saving considerable time. 

SOLUTION

A range of improvements were developed and tested. A number of which were brought into production are are live within the app. Future releases will have a hugely positive impact to the user experience of the application.

Sign in optimisation

The sign in form is utilised heavily within the application due to high security measures. User feedback and an evaluation of the existing surfaced a few key areas of improvement. Koiton's suggestions where accepted and put into production.

Retail to digital scratchcard incentive

CHALLENGE

The UX department was brought in late to develop a solution to a retail to digital conversion scratchcard incentive which was in late stage print preparation. We identified and aimed to test key hypotheses. Namely are players aware of the Gamestore brand, and the connection with physical scratchcards. And would they be able to locate an incentive opt in on digital platforms.    

APPROACH & OUTCOME

Koiton designed the test, created several Marvel prototypes, drafting the script, questionnaire and generated the final report. The conclusions of which validated the departments concerns. The product leads made recommendations for further testing and refinement to all areas of the incentive.

Open an account optimisation

Challenge

The registration forms were performing badly, and getting large volume drop off. The technology wasn't in app and utilised mobile web pages within a browser. The user journey and visual design was misleading and poorly implemented. The data capture and Experian check process was handled over several submits. Interruptions in the process meant users could be forced to restart the proceedure.

Approach and outcome

Working with BMs and technology Koiton made recommendations for submit reduction, from three to one, or one + confirmation. Unnecessary fields were removed. 'Binary' questions were revised and reworded remove opening paragraphs. Legal text reduced and rewritten. UI modernised and updated to align with earlier developed sign in.

Cost effective gorilla testing was performed on a wide range of participants. Surprisingly no major issues where raised, even testing on elderly non tech savy individuals. This validated the revised form structure and green lit for further roll out.  

Manual results checking

Audit and optimisation of current model. Scope was limited to refinement, to reduce technology overhead. And mitigate potential user issues and increase call centre traffic. High fidelity prototype were created and tested, gestures were introduced into app. Gorilla testing resulted in positive feedback. A slightly paired down version of option B without gestures was worked into the production roadmap.

Touch ID

To make sign in far less painful Touch id and fingerprint scanning was planned. Koiton worked with technology to validate existing user journeys, and helped identify key security issues specifically with Touch ID. 

Duplicate ticket

The app required duplicate ticket purchase protection for players, to match enhancement to the web. Koiton was tasked with discovery, logic creation and UI delivery.