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UX Resolved 2016 UX review - Coral Sportsbook App 24 February 2016

Coral Sportsbook App UX Reviewuxresolved.com/Coral Sportsbook App UX Review.pdfUX Resolved 2016 The brief & Key tasks Review sports betting in Coral’s mobile app. Tasks 1. Create

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Page 1: Coral Sportsbook App UX Reviewuxresolved.com/Coral Sportsbook App UX Review.pdfUX Resolved 2016 The brief & Key tasks Review sports betting in Coral’s mobile app. Tasks 1. Create

UX Resolved 2016

UX review - Coral Sportsbook App24 February 2016

Page 2: Coral Sportsbook App UX Reviewuxresolved.com/Coral Sportsbook App UX Review.pdfUX Resolved 2016 The brief & Key tasks Review sports betting in Coral’s mobile app. Tasks 1. Create

UX Resolved 2016

What is a UX review?A UX review is an assessment of the experience a user has with an interface. It’s conducted by one or several experts in the field, aligning it with industry best practise. A UX review looks at usability, engagement, brand alignment and emotional values in order to capture issues and opportunity areas.

The reviews conducted by UX Resolved focus on a set of key tasks that have been highlighted as particularly important. The task flow analysis is followed by a page-by-page analysis to provide a solid reference point for improvements and a better user experience over all.

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Page 3: Coral Sportsbook App UX Reviewuxresolved.com/Coral Sportsbook App UX Review.pdfUX Resolved 2016 The brief & Key tasks Review sports betting in Coral’s mobile app. Tasks 1. Create

UX Resolved 2016

The brief & Key tasksReview sports betting in Coral’s mobile app.

Tasks

1. Create an account 2. Top up money 3. Place a few bets and view the results

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Tested on iPhone 4S

OS: iOS 8 Screen resolution: 320x480

Page 4: Coral Sportsbook App UX Reviewuxresolved.com/Coral Sportsbook App UX Review.pdfUX Resolved 2016 The brief & Key tasks Review sports betting in Coral’s mobile app. Tasks 1. Create

UX Resolved 2016

Task flow analysisA review by UX Resolved focuses on the completion of key tasks. Tasks are identified and reviewed with the user in mind. Reviewing tasks rather than pages in isolation is a more realistic approach, where each page is assessed in the context of completing the task.

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Page 5: Coral Sportsbook App UX Reviewuxresolved.com/Coral Sportsbook App UX Review.pdfUX Resolved 2016 The brief & Key tasks Review sports betting in Coral’s mobile app. Tasks 1. Create

UX Resolved 2016

Task 1 - Create an account

T1 The registration process has two steps, but from the ‘Step One’ copy we only know that there are more than one page. Don’t let your users enter a flow without knowing its magnitude.

Proposed solution Change the copy to ’Step one of two’

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Page 6: Coral Sportsbook App UX Reviewuxresolved.com/Coral Sportsbook App UX Review.pdfUX Resolved 2016 The brief & Key tasks Review sports betting in Coral’s mobile app. Tasks 1. Create

UX Resolved 2016

Task 1 - Create an account

T2 The two last info boxes changes format from second person to first person. This creates inconsistency and unclarity regarding who ‘I’ is (Coral or the user?).

Proposed solution Stick to one format when addressing the user.

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Page 7: Coral Sportsbook App UX Reviewuxresolved.com/Coral Sportsbook App UX Review.pdfUX Resolved 2016 The brief & Key tasks Review sports betting in Coral’s mobile app. Tasks 1. Create

UX Resolved 2016

Task 1 - Create an account

Keep this • Address finder, as no one likes filling

in forms. • Explanations for each input field, to

be transparent why certain data is needed.

• Instant error detection, so the user doesn’t have to go backwards in the flow.

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Page 8: Coral Sportsbook App UX Reviewuxresolved.com/Coral Sportsbook App UX Review.pdfUX Resolved 2016 The brief & Key tasks Review sports betting in Coral’s mobile app. Tasks 1. Create

UX Resolved 2016

Task 1 - Create an account

T3 One day after downloading the app and creating an account, an email is received asking the user to download the app. This doesn’t feel personal and gives the impression that Coral doesn’t care about me and my engagement with them.

Proposed solution Follow up emails are great if they are personalised and relevant. Keep track of how and where the user registered and promote the other platforms in the email. Alternatively follow up by highlighting the most popular features in the app.

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Page 9: Coral Sportsbook App UX Reviewuxresolved.com/Coral Sportsbook App UX Review.pdfUX Resolved 2016 The brief & Key tasks Review sports betting in Coral’s mobile app. Tasks 1. Create

UX Resolved 2016

Task 2 - Top up money

T4 The ‘Add payment method’ button is highlighted as the key option here, but it’s not clear why I need this if my preference is actually NETELLER or PayPal.

Proposed solution Change copy from ‘Add payment method’ to ‘Deposit with credit/debit card’.

Group all payment methods and give the buttons the same visual style.

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Page 10: Coral Sportsbook App UX Reviewuxresolved.com/Coral Sportsbook App UX Review.pdfUX Resolved 2016 The brief & Key tasks Review sports betting in Coral’s mobile app. Tasks 1. Create

UX Resolved 2016

Task 2 - Top up money

T5 Depositing £5 generates an alert saying the minimum is £10.

Proposed solution Remove the £5 button since this isn’t allowed anyway.

T6 When coming back after completing a PayPal deposit via Safari, the user is logged out and sent to the start page. This breaks the flow and creates distraction.

Proposed solution Allow the user to stay logged in and greet them with clear feedback that the deposit has been received.

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Page 11: Coral Sportsbook App UX Reviewuxresolved.com/Coral Sportsbook App UX Review.pdfUX Resolved 2016 The brief & Key tasks Review sports betting in Coral’s mobile app. Tasks 1. Create

UX Resolved 2016

Task 3 - Place a few bets and view the results

No issues found in this task. High five!

Keep this • Clear feedback when adding a bet to

the betslip. • Clear overview of bets and stakes in

betslip. • Clear overview of bets made in bet

history.

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Page 12: Coral Sportsbook App UX Reviewuxresolved.com/Coral Sportsbook App UX Review.pdfUX Resolved 2016 The brief & Key tasks Review sports betting in Coral’s mobile app. Tasks 1. Create

UX Resolved 2016

Page analysisA sub set of all pages have been selected to fit the time frame and budget. Pages where no issues were found have been highlighted in the list and are not included in the report.

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Start page & Header navigation Menu Betslip Cashout - No issues found My bets - No issues found Live Live game - No issues found Football Horse Racing - No issues found Account Transaction history Gaming history - No issues found Voucher code - No issues found Payment types Limits - No issues found Change password Change secret question

Page 13: Coral Sportsbook App UX Reviewuxresolved.com/Coral Sportsbook App UX Review.pdfUX Resolved 2016 The brief & Key tasks Review sports betting in Coral’s mobile app. Tasks 1. Create

UX Resolved 2016

Start page & Header navigation

P1 Cards can be minimised, but this preference isn’t remembered when leaving the page. This feature looses value without it being sticky, ideally as a saved preference between sessions. It could even be confusing for the user when something they closed is later open again.

Proposed solution Remove the minimise functionality, or make it work between sessions, as a way to personalise the start page.

P2 Inconsistent use of colour. The Menu button turns amber when selected, indicating clicking it again will close it. The betslip button is always amber and doesn’t change state.

Proposed solution Keep the menu button green but change the icon to an X, or the text 'Menu' to ‘Close’.

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Page 14: Coral Sportsbook App UX Reviewuxresolved.com/Coral Sportsbook App UX Review.pdfUX Resolved 2016 The brief & Key tasks Review sports betting in Coral’s mobile app. Tasks 1. Create

UX Resolved 2016

Start page & Header navigation

P3 Inconsistent use of icons and labels. The deposit icon in the menu is different to the one in the menu, and the title is ‘Cashier’ whereas it’s ‘Deposit’ in the Account page. Labelling and iconography should be used consistently across an interface so the user can use recognition when navigating.

Proposed solution Change the icon in the menu to be the same as the one in the header.

P4 Inconsistent back button. Most sub pages have a back button, but not ‘All Sports’.

Proposed solution Add a back button to the All Sports page header.

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Page 15: Coral Sportsbook App UX Reviewuxresolved.com/Coral Sportsbook App UX Review.pdfUX Resolved 2016 The brief & Key tasks Review sports betting in Coral’s mobile app. Tasks 1. Create

UX Resolved 2016

Betslip

P5 Inconsistency in labels. The title says ‘Bet slip’, the tab title says ‘Betslip’, and the placeholder copy calls the area ’slip’.

Proposed solution For consistency only one term should be used as to educate the user if he comes across the term in other areas like the Help section.

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Page 16: Coral Sportsbook App UX Reviewuxresolved.com/Coral Sportsbook App UX Review.pdfUX Resolved 2016 The brief & Key tasks Review sports betting in Coral’s mobile app. Tasks 1. Create

UX Resolved 2016

Live

P6 The tabular navigation for sports and time is unexpected where it sits now, between cards. Furthermore when a tab is tapped the page reloads so the user has to scroll down again to see the new view.

Proposed solution Consider moving the tabular navigation to the top of the page and include the top selection (assumed to be popular or promoted events) as a third tab.

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Page 17: Coral Sportsbook App UX Reviewuxresolved.com/Coral Sportsbook App UX Review.pdfUX Resolved 2016 The brief & Key tasks Review sports betting in Coral’s mobile app. Tasks 1. Create

UX Resolved 2016

Football

P7 Hidden navigation. It’s good to offset the last item in a carousel menu to indicate continuity, but there is nothing indicating that there are items to the left of ’Today’. This seems to be indicated as the page loads but is easy to miss.

Proposed solution Offset ’Today’ to indicate continuity both ways, or make ’Today’ the first item in the list.

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Page 18: Coral Sportsbook App UX Reviewuxresolved.com/Coral Sportsbook App UX Review.pdfUX Resolved 2016 The brief & Key tasks Review sports betting in Coral’s mobile app. Tasks 1. Create

UX Resolved 2016

Account

P8 The back button looks different and doesn’t always go back. It’s behaviour is unpredictable depending on what page you’re on. The same issue applies to a lot of the pages accessed from Account.

Poposed solution Use the same back navigation as elsewhere, and link it back to the page that the user came from.

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Page 19: Coral Sportsbook App UX Reviewuxresolved.com/Coral Sportsbook App UX Review.pdfUX Resolved 2016 The brief & Key tasks Review sports betting in Coral’s mobile app. Tasks 1. Create

UX Resolved 2016

Transaction History

P9 Unclear labels. Pending and Waiting are very close in meaning and so it’s not clear what the difference is for these types of transactions.

Proposed solution Provide a help text under each tab explaining the meaning of it.

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Page 20: Coral Sportsbook App UX Reviewuxresolved.com/Coral Sportsbook App UX Review.pdfUX Resolved 2016 The brief & Key tasks Review sports betting in Coral’s mobile app. Tasks 1. Create

UX Resolved 2016

Payment types

P10 Seemingly redundant page. Does this page offer anything that isn’t provided on the Deposit page? (see page 9). Furthermore the label is inconsistent with the label of the entry point in the Account page.

Proposed solution Remove this page and test whether it is missed. If needed, this list could be integrated in the Deposit page. Keeping page numbers low and grouping related information makes an interface easier to navigate.

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Page 21: Coral Sportsbook App UX Reviewuxresolved.com/Coral Sportsbook App UX Review.pdfUX Resolved 2016 The brief & Key tasks Review sports betting in Coral’s mobile app. Tasks 1. Create

UX Resolved 2016

Thank [email protected]

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