- Self Exclusion App
Easy way to submit and manage self-exclusion for those who want to stop gambling.
Project Overview
Harmini is a self exclusion system that helps users request themselves as an excluded customer from pubs, clubs and casinos. This project is to transmit the manual self-exclusion system to an online platform.
Key points of this project💡
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Diverse Stakeholders: Multiple perspectives to consider (users, venue managers, government officials).
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Seamless Workflow: Ensure smooth and simple user experiences.
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Current System Limitations: Currently users hand over their application by hand. Poor management of the documents.
💡 HIGHLIGHTS
No shame, an easy way:
Fully secured and anonymous
As I explored the existing system, I found that its limitations were not just technical but also psychological, as users often hesitated to initiate the process due to embarrassment or complexity. This insight shaped my approach to designing a more approachable and intuitive solution.
Submit self-exclusion in 1 min
Submitting a self-exclusion is straightforward and fast.
Manage easily
All in 1 central application.
Ask for help
Users can ask for assistance to submit a self-exclusion.
Revoke assistance
After 1 year, users can revoke exclusions via the app.
💡 DISCOVER
Willpower is not enough
After conducting research and interviews, I found out that many believed issues lay in their lack of willpower, motivation and their understanding of the exclusion process, despite agreeing that self-exclusion worked.
So I asked myself
"Does the current self-exclusion process actually work?"
💡 PROBLEM
The answer was no.
We took an expansive requirements document from our customer and distilled it down to 3 core problems.
1. It takes too long
It takes at least 15 mins to fill out a self-exclusion form
2. It's too complicated
ID verification is required every time a new self-exclusion is requested.
Wait for a self-exclusion form in the mail and return up to 11 documents.
And if you wish to revoke a self-exclusion, individual forms to each venue is required.
3. Nothing is linked
Each venue requires an individual form and no information can be saved or integrated for future self-exclusion forms.
💡 AIMS
Make it easy
With our customer, we set out to achieve 3 aims.
1. Make the submittion process easy
It should take less than 5 mins.
2. 100% paperless
Users can submit and manage exclusions, revocations and contraventions in one app.
3. One submission to multiple venues
Users can complete 1 self-exclusion form for many venues.
💡 EXPLORATION
1. Finding the best interface
On the self-exclusion submission, we had two options, A) vertical-scroll in one page or, B) push-in flows in each questions.
A) Vertical-scroll in one page
B) Push-in flows in each questions
We found after testing, even if option A takes less clicks, users feel option B more intuitive. The actual response time is the same.
Other improvements on the UI was a visual hierarchy as there were many tables on the app.
A) Horizontal table
B) The vertical table allows users to scroll through data more easily, as they only need to scroll vertically, which feels more natural. It also offers better readability compared to A) the horizontal table. Therefore, we decided to display user data in a vertical table.
B) Vertical table
02, One time verification
In the current system, ID verification is required every time a new self-exclusion is requested. With the integrated ID verification software, users only need to verify their identity once, eliminating the need for repeated verification. This saves users time and increases efficiency.
ID verification
ID verification is required when users register a new account.
03, Managing in one app for Admin
Admin users no longer need a paper form for venue-exclusion, revocation, or contravention notices. They can now manage all three online and will be notified through the app when they expire.
Manage Employees
Admin sends invite to a new staff or assign role(s).
Manage Enrolled People
Admin can enrol a person or exclude the enrolled person.
Submit Contravention
When the excluded person entered the excluded venue, admin can create a contravention.
Manage Revocation
Admin can reject or accept revocation requests from excluded people. Or admin can create a revocation for them.
💡 RESULTS/CHALLENGES
Our team is still working on this project. Since many organisations and stakeholders are involved, there has been a lot of back and forth, but we see this as part of the design process. We are striving to collaborate and compromise with different opinions, even if we cannot satisfy everyone. Additionally, we need to understand and comply with many regulations and processes, as this app deals with sensitive information such as facial recognition and ID verification. However, through many team meetings, we are staying focused on users’ needs and pain points so that we can create the right app for them.
