Case Study: Ladbrokes Coral achieves a better self-service betting experience with UX Connections

Ladbrokes Coral boosts “Very good” ratings to 53.53% with UX Connections

Ladbrokes Coral was attempting to migrate from a third-party self-service sports betting kiosk to its own in-house platform, a project it had repeatedly failed to complete over the past decade. UX Connections was brought on board as a research partner to help ensure the new system's user experience would be on par with or better than the existing solution, with the goal of creating an industry-leading platform.

UX Connections conducted multiple rounds of usability sessions, benchmark surveys, expert reviews, and informal customer interviews to provide rich insights that directly informed the design. The result was a successful mass rollout of the new system. UX Connections' work led to 53.53% of customers rating their overall experience as 'Very good' compared to 48.57% on the old system, and the new betting experience was preferred by 48.79% of users head-to-head. This achievement was recognized with a nomination for a Modern Retail Award.

Ladbrokes Coral