TOUCH-SCREEN | 2022-24
The Lotteries Retail network compromises of over 9,000 operator terminals across Australia, which process over 4.6 billion in ticket sales annually. Most of these terminals are beyond end-of-life and increasingly difficult to support. A program of work was initiated to identify a new hardware solution and uplift the existing terminal software onto a modern platform, deployable to both new and old hardware. I led the UX/UI re-design of the new terminal touch-screens over a 2 year long development phase.
The retailer experience is primarily made up of 2 seperate terminal interfaces. One for the operator (left) and one for the customer (right), which summarise game options and ticket selection. The existing UI was designed and developed over 16 years ago and had been causing a number of pain-points for both operators and customers.
During the discovery phase, I met with both retailers and customers. We performed qualitative and quantitative user research to identify a number of key issues, which were plaguing users on the old terminals.
One of these pain-points was the lack of a central 'cart' experience, where each and every sale item was treated as a separate transaction. This was causing unnecessary repetition and slow time-to-serve.
I produced low and high-fidelity clickable prototypes to test design hypotheses with both retailers and customers. I explored the benefits of a cart UX and how this might save users' time and provide more clarity over their purchase.
I re-designed the selling experience from a single transaction per ticket, to a single transaction per customer. Following subsequent tests with users, we discovered this decreased the time-to-serve each customer, allowing for more customers to be served during peak jackpot times.
I refreshed the customer UI to mirror key game selections being made by the operator. This included jurisdictional game variations, which had to be carefully considered and factored in.
As the sole design resource, I supported 26 Developers, 4 Business Analysts and 4 Testers across multiple feature teams, during a 2 year long development phase. This tested my ability to manage multiple streams of communication and provide art direction to a large team of developers.
Although the customer interface does not initially support touch-screen interactivity, there are plans in future to enable this and evolve the customer experience.
An existing feature which required significant attention was the coupon editor (above). This UI automatically appears for both operator and customer when a coupon is scanned and one or more errors are detected. For example the customer has marked too many numbers or not enough numbers. I re-designed this UI to be clearer and easier to interact with. Allowing the operator to perform free-edits and effectively communicate and educate game rules to customers.
I closely liaised with brand, legal and key stakeholders to ensure complex game logic, rules and brand were accurately represented. One way I achieved this was through careful management and maintenance of a design system, served from Figma.
Included in the latest hardware package was a new ticket checker device. I produced and directed an eye-catching idle animation using CSS transitions, including a set of dynamic result screens.
A small but significant design opportunity which I identified, was the refinement of the printed ticket design. Making minor adjustments to type-setting and bar-code sizing, I reduced the ticket length on average by 15%. This led to a reduction in paper consumption and provided a direct cost-saving to the business.
Although I primarily worked remotely for this team, frequent meet-ups and lunches helped build moral and team unity.