Designing trust around changing odds
Informing bettors in real time about odds changes to reduce the feeling of being cheated and complaints at the point of sale.
Context
ODDS CHANGE TRANSPARENCY FOR MOBILE BET PREP → USERS FEEL “CHEATED” WHEN ODDS DROP ON TICKET
Scope
USER RESEARCH (MAZE, 1,500 RESP.) UX/UI, INTERACTION DESIGN PROTOTYPING, TESTING, HANDOFF
Results
-40% ODDS-RELATED SUPPORT CLAIMS (6 MONTHS)
+8 PTS PERCEIVED TRANSPARENCY SCORE
Context
Parions Sport is a hybrid betting experience:
players prepare their bets on the mobile app (selecting odds, setting a stake, validating their bet), then generate a QR code and pay in a tobacco shop. Between the moment they validate their bet on the app and the moment the ticket is printed in store, odds can move up or down based on the live market.
Parions Sport is a hybrid betting experience:
players prepare their bets on the mobile app (selecting odds, setting a stake, validating their bet), then generate a QR code and pay in a tobacco shop. Between the moment they validate their bet on the app and the moment the ticket is printed in store, odds can move up or down based on the live market.
Parions Sport is a hybrid betting experience:
players prepare their bets on the mobile app (selecting odds, setting a stake, validating their bet), then generate a QR code and pay in a tobacco shop. Between the moment they validate their bet on the app and the moment the ticket is printed in store, odds can move up or down based on the live market.
Context
From tech debt to growth
Context
From tech debt to growth
Context
From tech debt to growth
Problem
Many players were only discovering these odds changes at the counter, when reading their printed ticket. When odds dropped, they felt cheated and blamed the product rather than the volatility of the market.
This lack of transparency generated frustration, complaints to customer support, and tension with retailers. My mission as Product Designer was to make odds movements clear and understandable at the right moments in the journey, so that players know exactly what they are validating – and why their odds may have changed.
Many players were only discovering these odds changes at the counter, when reading their printed ticket. When odds dropped, they felt cheated and blamed the product rather than the volatility of the market.
This lack of transparency generated frustration, complaints to customer support, and tension with retailers. My mission as Product Designer was to make odds movements clear and understandable at the right moments in the journey, so that players know exactly what they are validating – and why their odds may have changed.
Many players were only discovering these odds changes at the counter, when reading their printed ticket. When odds dropped, they felt cheated and blamed the product rather than the volatility of the market.
This lack of transparency generated frustration, complaints to customer support, and tension with retailers. My mission as Product Designer was to make odds movements clear and understandable at the right moments in the journey, so that players know exactly what they are validating – and why their odds may have changed.
Discovery
User research
Discovery
User research
Discovery
User research
Identify the key moments in the journey
After analysing the user journey from odds selection to QR code generation, I identified two critical screens where users must be warned about odds changes.
After analysing the user journey from odds selection to QR code generation, I identified two critical screens where users must be warned about odds changes.
After analysing the user journey from odds selection to QR code generation, I identified two critical screens where users must be warned about odds changes.
Key screen 01 : My bet slip
The first critical screen is “My bet slip”. This is where the user reviews their selected odds and takes action by confirming them. If the odds change at this point, they may want to adjust their stake or cancel the bet to place a more favourable one.
The first critical screen is “My bet slip”. This is where the user reviews their selected odds and takes action by confirming them. If the odds change at this point, they may want to adjust their stake or cancel the bet to place a more favourable one.
The first critical screen is “My bet slip”. This is where the user reviews their selected odds and takes action by confirming them. If the odds change at this point, they may want to adjust their stake or cancel the bet to place a more favourable one.
Key screen 02 :
My QR codes
The second critical screen is “My QR codes”. This is where the user finds their validated bet and can view the QR code linked to it. Odds can still change at this stage, so it’s important to notify the user before they present their QR code to the retailer and pay.
The second critical screen is “My QR codes”. This is where the user finds their validated bet and can view the QR code linked to it. Odds can still change at this stage, so it’s important to notify the user before they present their QR code to the retailer and pay.
The second critical screen is “My QR codes”. This is where the user finds their validated bet and can view the QR code linked to it. Odds can still change at this stage, so it’s important to notify the user before they present their QR code to the retailer and pay.
User test
From critical screens to tested solutions
User test
From critical screens to tested solutions
User test
From critical screens to tested solutions
Confirming the need and testing a solution
After identifying the critical screens, we sketched several solution hypotheses and turned them into interactive prototypes to run a user test in Maze. The goal was to validate how well users understood the solution and how attractive it was. We also used this Maze study to ask questions about how users react to odds changes, to confirm that this was a problem worth solving.
After identifying the critical screens, we sketched several solution hypotheses and turned them into interactive prototypes to run a user test in Maze. The goal was to validate how well users understood the solution and how attractive it was. We also used this Maze study to ask questions about how users react to odds changes, to confirm that this was a problem worth solving.
After identifying the critical screens, we sketched several solution hypotheses and turned them into interactive prototypes to run a user test in Maze. The goal was to validate how well users understood the solution and how attractive it was. We also used this Maze study to ask questions about how users react to odds changes, to confirm that this was a problem worth solving.
🕵️♂️ The results
🕵️♂️ The results
📝 Key learnings from the Maze study
The odds variations in our prototype are well understood and clearly noticed by users.
User feedback on these odds variations is mostly positive, and this level of transparency was expected.
Users find the new odds history feature useful.
The odds variations in our prototype are well understood and clearly noticed by users.
User feedback on these odds variations is mostly positive, and this level of transparency was expected.
Users find the new odds history feature useful.
The odds variations in our prototype are well understood and clearly noticed by users.
User feedback on these odds variations is mostly positive, and this level of transparency was expected.
Users find the new odds history feature useful.
🚀 Next steps
Refine microcopy at key moments in the flow, especially the info bubble that explains odds have changed since the user last opened the app.
Clarify the odds history drawer so users immediately understand it shows the last 5 odds changes for their bet.
Refine microcopy at key moments in the flow, especially the info bubble that explains odds have changed since the user last opened the app.
Clarify the odds history drawer so users immediately understand it shows the last 5 odds changes for their bet.
Refine microcopy at key moments in the flow, especially the info bubble that explains odds have changed since the user last opened the app.
Clarify the odds history drawer so users immediately understand it shows the last 5 odds changes for their bet.
After iterations
Final design
After iterations
Final design
After iterations
Final design
Phase 1 : Bet slip
In phase 1, we prioritised displaying odds changes in the bet slip. This is the key moment where users need to be informed before validating their bet and generating the QR code.
In phase 1, we prioritised displaying odds changes in the bet slip. This is the key moment where users need to be informed before validating their bet and generating the QR code.
In phase 1, we prioritised displaying odds changes in the bet slip. This is the key moment where users need to be informed before validating their bet and generating the QR code.
Phase 2 : My QR codes
In a second phase, we brought odds changes and the “odds history” feature into the “My QR codes” section. This is where users find the QR codes for their validated bets. It’s crucial to notify them at this point in the journey if their odds have changed before they scan their bet in-store.
In a second phase, we brought odds changes and the “odds history” feature into the “My QR codes” section. This is where users find the QR codes for their validated bets. It’s crucial to notify them at this point in the journey if their odds have changed before they scan their bet in-store.
In a second phase, we brought odds changes and the “odds history” feature into the “My QR codes” section. This is where users find the QR codes for their validated bets. It’s crucial to notify them at this point in the journey if their odds have changed before they scan their bet in-store.
Phase 3 : Home and match page
In a third phase, we will surface odds changes before the player adds selections to their bet slip. That means making odds movements visible on the home screen and match pages, so players can see in real time how odds are evolving.
In a third phase, we will surface odds changes before the player adds selections to their bet slip. That means making odds movements visible on the home screen and match pages, so players can see in real time how odds are evolving.
In a third phase, we will surface odds changes before the player adds selections to their bet slip. That means making odds movements visible on the home screen and match pages, so players can see in real time how odds are evolving.
Results
From Complaints to Confidence
Results
From Complaints to Confidence
Results
From Complaints to Confidence
6 months following rollout
Overall, the feature delivered exactly what we were aiming for: fewer surprises and more trust.
In the six months following rollout, odds-related complaints dropped by around 40%, while our transparency perception score increased by 8 points. Beyond the numbers, support teams reported fewer tense interactions at the counter and more users saying they “understand what’s going on” when odds move.
Overall, the feature delivered exactly what we were aiming for: fewer surprises and more trust.
In the six months following rollout, odds-related complaints dropped by around 40%, while our transparency perception score increased by 8 points. Beyond the numbers, support teams reported fewer tense interactions at the counter and more users saying they “understand what’s going on” when odds move.
Overall, the feature delivered exactly what we were aiming for: fewer surprises and more trust.
In the six months following rollout, odds-related complaints dropped by around 40%, while our transparency perception score increased by 8 points. Beyond the numbers, support teams reported fewer tense interactions at the counter and more users saying they “understand what’s going on” when odds move.
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