CHALLENGE

A leading betting and gaming organisation was investing in transforming the in-store gaming experience across all of its circa 600 UK stores. In doing so, they wanted to develop a platform that responded to the current and future needs of their customers

APPROACH

  • A rapid, empathy-based design thinking sprint with two cross-functional teams from product, platform development and in-store.
  • Understood their target customer through persona development and what the experience could be like through mapping out the customer journey.
  • Shared external market trends to inform ideation and identify different options to design a solution.
  • Developed a paper prototype (MVP) that we tested with the customer to get early feedback to inform the future development of the experience.

RESULT

  • Took a customer-first lens across the design and development of the future in-store and gaming experience, challenging any existing business assumptions.
  • Went from ideate to test in an accelerated event, testing with real customers to inform the future development and solution(s) of the in-store experience.
  • Demonstrated the ability to develop future solutions by adopting a customer-centric mindset and mode of operating.
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David Forde
David FordeDavid Forde| Principallinkedin icon



David leads our customer experience capability. He joined Gate One having previously led the customer experience practice for a large global consultancy. A principal consultant with over 10 years’ experience, David has extensive expertise in both customer and digital transformation, strategy, product management and the use of experience and human-centred design. He has worked across both the public and private sector and most recently set up an innovation lab in partnership with Google.


24 June 2020Rapidly designed vision for the future of in-store gamingA leading betting and gaming organisation was investing in transforming the in-store gaming experience across all of its circa 600...
4 May 2020Defining the European customer strategy for a leading global live events companyA leading sports and entertainment provider with a complex portfolio of venues and festivals across Europe wanted to maintain their...
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