Over 2 million people in the UK are at-risk or addicted gamblers. Gambling sites run their own self-exclusion schemes—but people simply switch sites. What’s needed is a simple way to self-exclude from over 260 sites in one go.
An integration and resilience challenge? That’s an understatement.
We started with in-depth analysis and user research to create a tailored journey.
Then we delivered a simple user experience that masked the enormous complexity, including:
Insight-led discovery
We built this unique service for UK citizens from scratch, all whilst resolving extremely complex technical, organisational and regulatory issues through agile ways of working.
The Gambling Commission required a service to allow any of over 16m online gamblers to self-exclude from gambling. To build a foundation of insight our researchers worked with gambling operators and users to identify challenges, motivations, needs and barriers to inform a service strategy, then design and launch the live service.
The service drew on analysis of gambling patterns, registrant behaviours at registration and account data quality. User behaviour informed architecture and demands for scalability, security, rapid prototyping and formative and summative testing.
Cross-industry collaboration
We facilitated cross-industry collaboration throughout the development journey. To implement this intricate technical solution, we needed to build consensus and collaboration between the regulator, 260+ gambling operators and our client – the main industry trade organisation.
We achieved industry-wide engagement through regular “Show and Tells”, 90-minute webinar sessions, 80 delegate days for industry working groups sessions, Wiki publishing with comments and discussion, private meetings with regulators, academics and charities, and by attending a House of Lords Reception on Gambling Harm.
The result is high performing technology, processing around 32m user requests every day, and a peak up to 1m per minute. It blocks self-excluders from betting across over 250 online gambling operators.
By November 2021 over 250,000 people had registered with GAMSTOP and it had processed 30bn operator transactions.
Cross-industry collaboration
Engaging with operators and stakeholders throughout the development journey
Agility over complexity
Creating the service from scratch, while resolving technical, organisational and regulatory challenges
Changing lives
We’re blown away by the countless stories from vulnerable gamblers and their families—like Matt Blank.
"GAMSTOP gave me space to clear my head, seek support and kickstart my recovery journey."
Matt Blank, 35