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The challenge
Previously, users were able to claim any Mid-Tier prizes through the Post Office. This process was discontinued and subsequently, an online claims process was required to allow users to claim their Mid-Tier prizes through their account by providing an online claims form.
My roles: Research, Information architecture, user flow architecture, UX/UI design, prototyping, micro-interactions
User flows
Mapping out the user flow for a logged in and logged out flow was important so I could understand the journey a user would take from playing an Instant Win Game to the Outcome Pages.
Wireframing
I began wireframing some options, considering all of the fields that were required for different stages of the form.
Visual design
A fresh, modern design for the Mid-Tier claims process on web, across desktop, tablet and mobile breakpoints.
After sign off of the final designs I ran 4 lots of user testing sessions with 10 users for each test, this was conducted using usertesting.com. A prototype was created and the use cases that were tested included no win and low win across web (mobile) and iOS app. This allowed me to gain an insight into the customer benefit the new designs would provide and whether users felt this was an improved experience across Instant Win Games which was essential before passing on to developers.
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Common themes & insights gathered
I then analysed the testing in depth to conclude any common themes across the designs and displayed them in their simplest form to present to key stakeholders.
Liked the addition of the new iconography and use of green background which they felt uplifted the page and gave an overall more 'positive' feel which encouraged them to play again.
Liked the addition of the new play again component, they felt they were less forced to play and rather asked if they would like to play again.
Users felt V2 was more user friendly and thought the copy was more personal. Users preferred the use of larger copy.
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