Cell Phone Confirmation - UX Case Study

Overview

Role: UX and UI Designer

Company: Gamesys

Project Type: Mobile and Tablet App Feature Enhancement

Challenge

Players were hesitant to provide their mobile numbers, leading to low verification rates. This impacted the help desk team's ability to send SMS-based promotions and account recovery options.

Objective

Increase mobile number verifications by redesigning the confirmation flow to be more user-friendly and trustworthy.

Approach

Collaboration: Worked closely with developers and stakeholders to ensure feasibility and alignment with business goals.
Design Iteration: Developed wireframes and prototypes, incorporating feedback at each stage.
Visual Treatment: Designed and delivered UI assets following branding guidelines.
Documentation: Delivered extensive documentation for easy implementation.
Testing: A/B tested to a small cohort of users to test uptake.

Solution

Implemented a streamlined, three-step confirmation process with clear messaging on data privacy and benefits of verification

Results

Expected uptake from the A/B test was 1% of players would go through the process and complete it. The uptake was closer to 7% of users in the test, so the feature was rolled out to all 400k users, with a continued trend of uptake. With regular communications during the project, every team had input and visibility on the feature, which led to a smooth production pipeline.

Lloyd Harvey