Journey Health Scorecard

Journeys Tracked

Across Core, Sports, Gaming

Act Now

Critical or high-impact + low score

Watching

Declining or borderline

Performing Well

Stable or improving

Recent Research

Vision Sprint

8X Gaming Vision Sprint

Explored the future of the Gaming Home and Browse experience. Tested 3 prototype directions across 8 participants, revealing strong preference for reduced promo prominence and transparent recommendations.

Feb 2026 Read →

Performance Research

In-Play Betting: Latency & Trust

Investigated how page latency during live events affects user trust and betting behaviour. Found that delays over 1.5s cause users to distrust odds accuracy and abandon bets, directly impacting revenue.

May 2026 Read →

Journey Audit

Core KYC & Registration Audit

End-to-end audit of Registration and Verification journeys, mapping drop-off points and friction with FullStory behavioural data. Identified document upload UX and verification opacity as critical blockers to activation.

Q1 2026 Read →

Insights Finder

🔍

Try: rage clicks act now trust drop-off regulatory revenue

Score = FullStory Behavioural 40% + Qualitative Research 40% + Business Impact 20% = Score /10 Reviewed quarterly · Signals updated weekly

Health:

Critical 1–3

At Risk 4–5

Fair 6–7

Good 8

Strong 9–10

↗ Click any journey row to see the detail panel

Core Account · Assistance · Cashier

Journey	Behavioural	Qualitative	Business	Score	Trend	Active Signals	Priority
Registration	4	5	8	4.8	↓	Drop-off step 3Confusion on verification	Act Now
↳ Verification	3	4	8	3.6	↓	Rage clicks on uploadHigh support volume	Act Now
↳ Sign-In	6	7	8	6.4	→	Forgot password loops	Watch
↳ Account Management	6	6	5	5.8	→	Settings hard to find	Watch
Self-Serve Help	5	4	5	4.6	↓	Dead-end searchesLow task success	Watch
↳ Responsible Gambling	4	5	9	4.9	→	Regulatory priorityLow tool engagement	Act Now
Deposit	7	6	9	6.8	↑	Occasional method confusion	Watch
Withdrawal	5	4	8	4.6	↓	Delay frustrationAbandonment at confirm	Act Now

Sports Home · Explore Bets · Place Bets · Settle Bets

Journey	Behavioural	Qualitative	Business	Score	Trend	Active Signals	Priority
Sports Home	6	7	8	6.6	↑	Promo engagement low	Watch
Browse Bets	7	6	8	6.8	→	Filter UX unclear	Watch
↳ Search Bets	4	5	7	4.6	↓	High zero-result searchesLow search confidence	Act Now
In-Play Betting	5	4	9	4.9	↓	Latency rage clicksSpeed & trust concernsHighest revenue	Act Now
↳ Bet Builder / SGP	4	3	8	3.8	↓	High confusion in testingHigh abandonment	Act Now
↳ Betslip	6	6	9	6.2	→	Edit bet friction	Watch
My Bets / Settle	7	7	6	6.8	↑	Cashout clarity improving	Maintain

Gaming Home · Browse & Search · Launch & Play

Journey	Behavioural	Qualitative	Business	Score	Trend	Active Signals	Priority
Gaming Home	6	6	7	6.0	→	Promo banner ignoredRecently Played not visible enough	Watch
Browse Games	6	5	7	5.8	→	Opaque recommendations reduce trustSearch underused	Watch
↳ Search Games	4	4	6	4.2	↓	Low search usageIrrelevant results, abandonment	Act Now
Game Launch	5	6	8	5.4	↑	Load time drop-offsInfo overlay well received	Watch
In-Game Experience	8	7	8	7.6	↑	Strong satisfaction scores	Maintain

This Quarter's Focus Priorities

🔴 Act Now

Verification — score 3.6

Bet Builder / SGP — score 3.8

Withdrawal — score 4.6

In-Play Betting — score 4.9

Responsible Gambling — regulatory

🟡 Watch

Search Bets — declining

Search Games — declining

Self-Serve Help — declining

Betslip — high impact, flat

Browse Games — trust gap

🟢 Maintain

In-Game Experience — strong

My Bets / Settle — improving

Deposit — recovering