We created a national self-exclusion service for over 100k problem gamblers.
A growing problem
More than 2 million people in the UK are either problem gamblers or at risk of addiction, according to the industry regulator. Online gambling, which is difficult to control due to its on-demand nature, has the largest market share.
Whilst many individual gambling operators had their own exclusion schemes, our challenge was to create a way for online gamblers to self-exclude from all sites across the UK. That’s a total of more than 260 gambling operators.
Complexity to simplicity
We built this unique service from scratch, all whilst resolving extremely complex technical, organisational and regulatory issues through agile ways of working.
We used in-depth analysis, user research and support groups to create a tailored journey for this group of very vulnerable users. Then we delivered a simple user experience, whilst managing the underlying complexity, including: