Virtual Pitboss

Situation:

I am the UX specialist for enterprise applications and as part of routine usability check I did a contextual inquiry for the VPB app. This is a complex player journey set up applications that utilises workflows to set up conditions and actions to guide players through their casino experiences. Players who enter a journey follow the path created for them and on the way are given rewards when they meet certain conditions. 

Based on the pain points discovered during the contextual inquiry I was asked to improve the application. The main pain points revealed that new users found it hard to learn the app without proper documentation, training sessions did not cut it, the task completion times could be better due to repetition of actions, and findability of useful features was an issue, lack of documentation exacerbated the issue. My job was to find solutions in the UI to these pain points. 

Task:

I worked on using user pain points as guide to improve existing application and make it less tedious to use. I created prototypes of the different approaches and am currently working on it. 

Action:

I conducted contextual inquiry with VPB users across 3 traditional operators, interviewing 10 users. They gave me a walkthrough of their frequently performed tasks in the application. While doing so they talked about likes and dislikes at each step. These were recorded and captured in a report. The list of pain points were prioritised based on frequency and criticality of use. 

Post this I recommended suggestions to improve the pain points. Then I explored multiple options on the screen to improve the UI looking at simple and complex scenarios. 

Result:

The changes are in prototype at the moment and will be soon tested with the users.