How we conducted a comprehensive analysis of the Slovenian leading national lottery?

Loterija Slovenije is the largest Slovenian gambling group, with a staggering 10 thousand daily customers.

Fifty years ago - when the company was founded - it got established by offering its gambling games in more than 200 physical locations. Nowadays, however, it's all about the web (and a great user experience).

The main purpose of the test was to uncover general UX slips and find ways to get more users to shift from visiting their physical locations to using their online platform.

By taking a detailed look at the entire user journey, we identified personas we are looking for. With access to 100,000+ testers of different demographics, we chose 6 representatives of clients target audience that will give us relevant and credible results.

We interviewed 6 people aged between 26 and 57 from which 3 people already had an account. Range of computer skills of the participants ranged from 2-5 (1 = very poor / 5 = excellent).

We've condensed important information while working closely with the client's product manager to pinpoint the areas of the user journey that are most vulnerable. This allowed us to construct test scenarios where problems may arise most frequently.

You should have open-ended questions ready that need more than a yes or no answer. If required, you may want to ask some follow-up questions. This will help guarantee that each person gets an opportunity to voice their opinions and elaborate on their actions, doubts, and worries.