Sanjay Rajapaksha — User Experience Designer

UX Research

By capturing the user’s overall experience this would allow CrownBet to evaluate the effectiveness of the business goals and user goals.

The goal was to create a product that provides a better experience for our customers while meeting the business vision and goals.

This was achieved by having

  • 6 workshops
  • 5 – 12 key stakeholders in each workshop
  • In total 40 people from different areas of the business

By conducting workshops internally with different areas of the business, allowed us to map out an overall experience to our customer. We could rate it and begin to make the experience better in areas that needed attention.

We focussed on:
Users Actions, Desired Outcomes, Thoughts, Pain Points, Touch Points & Channels, Business Activities, KPI’s and Business goals.

After conducting the workshops we invited specific segmented users to participate in a Diary Study.

This proved valuable to validate the business direction.

ForCrownBet RoleUX Researcher
DateOctober 2017 – February 2018 TeamSenior UX Designer, UX Researcher, 40 internal staff from different areas of the business
UX ToolsCustomer Experience Mapping, Facilitation, Affinity mapping, Data Analysis, User Flows

Calm before the storm of notes

The outcome of having over 40 people over 6 sessions complete the CX Mapping Journey

Stakeholders completing a task relevant to business goals

Workshop after the session

Facilitating a workshop