The challenge for the Nederlandse loterij (Dutch lottery) was simple. Redesign the UX of the at the time 2-star rated apps into 5-star rated user experience. Find out what users want and give it to them.
For a deep understanding of the customer, we immersed ourselves in the motivations and needs of all lottery players. By conducting interviews, visualising customer journeys, and performing user tests, we discovered what the target audience truly thought was important. Finally, we concluded these insights into 4 brand specific environments.