UX review - Coral Sportsbook App

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Avis Eileen Rose
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1 UX review - Coral Sportsbook App 24 February 2016

2 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. 2

3 The brief & Key tasks Review 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 Tested on iphone 4S OS: ios 8 Screen resolution: 320x480 3

4 Task flow analysis A 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. 4

5 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. Change the copy to Step one of two 5

6 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?). Stick to one format when addressing the user. 6

7 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. 7

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.

8 Task 1 - Create an account T3 One day after downloading the app and creating an account, an 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. Follow up s are great if they are personalised and relevant. Keep track of how and where the user registered and promote the other platforms in the . Alternatively follow up by highlighting the most popular features in the app. 8

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

9 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. Change copy from Add payment method to Deposit with credit/debit card. Group all payment methods and give the buttons the same visual style. 9

10 Task 2 - Top up money T5 Depositing 5 generates an alert saying the minimum is 10. 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. Allow the user to stay logged in and greet them with clear feedback that the deposit has been received. 10

11 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. 11

12 Page analysis A 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. 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 12

13 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. 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. Keep the menu button green but change the icon to an X, or the text 'Menu' to Close. 13

14 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. 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. Add a back button to the All Sports page header. 14

15 Betslip P5 Inconsistency in labels. The title says Bet slip, the tab title says Betslip, and the placeholder copy calls the area slip. 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. 15

16 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. 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. 16

17 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. Offset Today to indicate continuity both ways, or make Today the first item in the list. 17

18 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. 18

19 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. Provide a help text under each tab explaining the meaning of it. 19

20 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. 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. 20

21 Thank you. UX Resolved is a trading name for Double Clap Ltd, Office A13-A14 Champions business park, Merseyside CH490AB UK. Company no

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