Terminal Pro - Redesigning Self Service Betting
Betting & iGaming
5 min read
2023
Overview
What if betting terminals could feel as fast and intuitive as mobile apps?
What if betting terminals could feel as fast and intuitive as mobile apps?
Terminal Pro is a redesigned self-service betting terminal interface built for land-based gaming environments. The goal: reduce queue time, eliminate confusion, and provide a seamless user experience that mirrors the digital comfort of online products.
Terminal Pro is a redesigned self-service betting terminal interface built for land-based gaming environments. The goal: reduce queue time, eliminate confusion, and provide a seamless user experience that mirrors the digital comfort of online products.
My Role
As a Senior Product Designer, I:
As a Senior Product Designer, I:
• Led the end-to-end UX and UI overhaul
• Led the end-to-end UX and UI overhaul
• Mapped out pain points across existing flows
• Mapped out pain points across existing flows
• Designed for touchscreens, quick inputs, and multi-bet flows
• Designed for touchscreens, quick inputs, and multi-bet flows
• Defined a flexible UI framework that supports diverse hardware and screen sizes
• Defined a flexible UI framework that supports diverse hardware and screen sizes
The Challenge
Legacy self-service terminals are:
Legacy self-service terminals are:
• Clunky and hard to navigate
• Clunky and hard to navigate
• Visually outdated and text-heavy
• Visually outdated and text-heavy
• Confusing for new users
• Confusing for new users
We needed to solve:
We needed to solve:
• High abandonment rates due to poor usability
• High abandonment rates due to poor usability
• Slow bet placement, causing long queues during peak hours
• Slow bet placement, causing long queues during peak hours
• Low accessibility for users unfamiliar with betting terminology
How might we make in-store betting as smooth as mobile — while working within hardware limitations?
How might we make in-store betting as smooth as mobile — while working within hardware limitations?
Process & Approach
1. Researching Player Habits On-site
1. Researching Player Habits On-site
We observed how players used terminals in live environments:
We observed how players used terminals in live environments:
• Many spent time searching for leagues or bet types
• Many spent time searching for leagues or bet types
• Complex multi-bets led to mistakes and confusion
• Complex multi-bets led to mistakes and confusion
• Users were often interrupted mid-flow due to unclear CTAs
• Users were often interrupted mid-flow due to unclear CTAs
Insight: Efficiency and clarity mattered more than visual flair. Players wanted to place bets fast — with confidence.
Insight: Efficiency and clarity mattered more than visual flair. Players wanted to place bets fast — with confidence.
2. Designing the Core Experience
2. Designing the Core Experience
We restructured the flow into:
We restructured the flow into:
• Sport selection first, then guided bet-building
• Sport selection first, then guided bet-building
• A persistent bet slip, always visible and editable
• A persistent bet slip, always visible and editable
• Predictive search and quick filters for faster selection
• Predictive search and quick filters for faster selection
• Dynamic keyboard layouts for touchscreen input
• Dynamic keyboard layouts for touchscreen input
We also used color-coded states and iconography to support users with limited reading comprehension or tech experience.
We also used color-coded states and iconography to support users with limited reading comprehension or tech experience.
3. Prototyping & Testing
3. Prototyping & Testing
We built interactive flows for:
We built interactive flows for:
• Quick bets
• Quick bets
• Multi-bets
• Multi-bets
• System bets
• System bets
Tested in bet-shops with real players and made iterative improvements based on:
Tested in bet-shops with real players and made iterative improvements based on:
• Tap error heatmaps
• Tap error heatmaps
• Time-to-bet metrics
• Time-to-bet metrics
• Observed hesitation points
• Observed hesitation points
Results
As a Senior Product Designer, I:
As a Senior Product Designer, I:
• 25% faster bet placement on average
• 25% faster bet placement on average
• Reduced queue wait times during match rush periods
• Reduced queue wait times during match rush periods
• +40% increase in multi-bet completions (compared to previous UI)
• +40% increase in multi-bet completions (compared to previous UI)
• Positive user feedback: "Feels like a smartphone app — finally."
• Positive user feedback: "Feels like a smartphone app — finally."
Reflections
Designing for physical terminals reminded me how constrained environments drive creative problem solving. We balanced modern UX with legacy system requirements — and made in-store betting feel more modern, familiar, and accessible.
Designing for physical terminals reminded me how constrained environments drive creative problem solving. We balanced modern UX with legacy system requirements — and made in-store betting feel more modern, familiar, and accessible.
I learned that great product design isn’t just about looks — it’s about removing friction in the real world.
I learned that great product design isn’t just about looks — it’s about removing friction in the real world.
Next Step
Want to transform your legacy systems into seamless self-service products?
Want to transform your legacy systems into seamless self-service products?
Designs That Drive Real Impact
Designs That Drive Real Impact
Designs That Drive Real Impact
End-to-End Strategic Product Design
End-to-End Strategic Product Design
End-to-End Strategic Product Design
