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One Armed Bandits Go Digital, presented at CHI 2009

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frog design collaborated with a gaming machine manufacturer to design a back-end system to address the needs of casino floor managers. As casinos migrate to server-based slot machines, they also need to transform their back-end systems. The frog team conducted user research and designed a new system of floor management software. Our design helped optimize the experience of casino workers, pushed the brand envelop of the gaming provider within their industry, and won a Productivity Award from Global Gaming Expo in 2007.

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One Armed Bandits Go Digital, presented at CHI 2009

  1. 1. When One-Arm Bandits Go Digital: Designing a Casino Back-end System Celine Pering and Sheila Vyas CHI 2009
  2. 2. Introduction
  3. 3. 3© 2007 frog design. Confidential & Proprietary.IGT SB Director Project Introduction Slot machines are slowly migrating from mechanical to digital.
  4. 4. 4© 2007 frog design. Confidential & Proprietary.IGT SB Director Project Introduction The server-based digital machines require back-end systems to support updates, game changes, and financial management.
  5. 5. Research & Design Process
  6. 6. 6© 2007 frog design. Confidential & Proprietary.IGT SB Director Interviews Walking the Floor Immersion Observations Research process
  7. 7. 7© 2007 frog design. Confidential & Proprietary.IGT SB Director Participants and locations Participants & Experts Slot Techs Slot Managers System Techs Accountants Casinos MGM Grand Treasure Island Barona Total 12 Total 3 Hosts Executives Players Pitt Bosses
  8. 8. 8© 2007 frog design. Confidential & Proprietary.IGT SB Director Checks the work done to make sure everything matches up Oversees all machine configurations for accuracy Executive Slot Manager Accountant Compliance IT Support Gives an OK for changes to the floor Services and hosts players Does machine maintenance and/or configuration Translating from job titles to archetypes Analyzes floor performance and decides to make changes
  9. 9. 9© 2007 frog design. Confidential & Proprietary.IGT SB Director Accountant Vegas IT Vegas Executive Barona Slot Manager Vegas Compliance Barona Slot Tech Barona Host Vegas Executive Vegas Casino archetypes: by job title
  10. 10. 10© 2007 frog design. Confidential & Proprietary.IGT SB Director Accountant Vegas IT Vegas Executive Barona Slot Manager Vegas Compliance Barona Slot Tech Barona Host Vegas Executive Vegas Casino archetypes: side by side example
  11. 11. 11© 2007 frog design. Confidential & Proprietary.IGT SB Director Accountant Vegas IT Vegas Executive Barona Slot Manager Vegas Compliance Barona Slot Tech Barona Host Vegas Executive Vegas Casino archetypes: themes across participants
  12. 12. 12© 2007 frog design. Confidential & Proprietary.IGT SB Director Design process Brainstorming Wireframe Reviews Team Synthesis Analysis
  13. 13. Design Principles Design Principles
  14. 14. 14© 2007 frog design. Confidential & Proprietary.IGT SB Director Archetypes not titles
  15. 15. 15© 2007 frog design. Confidential & Proprietary.IGT SB Director Location-based model
  16. 16. 16© 2007 frog design. Confidential & Proprietary.IGT SB Director People think visually
  17. 17. 17© 2007 frog design. Confidential & Proprietary.IGT SB Director Casino as living organism
  18. 18. SB Director—The Unveiling
  19. 19. 19© 2007 frog design. Confidential & Proprietary.IGT SB Director
  20. 20. 20© 2007 frog design. Confidential & Proprietary.IGT SB Director
  21. 21. 21© 2007 frog design. Confidential & Proprietary.IGT SB Director
  22. 22. 22© 2007 frog design. Confidential & Proprietary.IGT SB Director
  23. 23. Design Principles Represented
  24. 24. 24© 2007 frog design. Confidential & Proprietary.IGT SB Director Findings Implications Result 1. Flexible interface for different people Archetypes guide interaction A flexible and customizable interface Archetypes will effect the GUI User chosen favorites are used throughout the system
  25. 25. 25© 2007 frog design. Confidential & Proprietary.IGT SB Director Findings Implications Result Location-based conceptual model References to the casino are embedded within the UI Reinforce the model to unify the system Floor-centric icons and familiar names allow users to easily learn how to navigate 2. Associations with physical location
  26. 26. 26© 2007 frog design. Confidential & Proprietary.IGT SB Director Findings Implications Result People think visually Graphic relationships expedite tasks Visual representation of data Reflect the way users organize information in their brain 3. Visual representations
  27. 27. 27© 2007 frog design. Confidential & Proprietary.IGT SB Director Findings Implications Result Casino as a living organism Complement environment Visual design reflects an organic system Energetic circles and motion lines Warm, sophisticated palette, elegant curves Surprising, whimsical transitions, rich visuals 4. Enable the casino
  28. 28. For more information: celine.pering@frogdesign.com
  29. 29. 30© 2007 frog design. Confidential & Proprietary.IGT SB Director Findings Implications Relevant Understanding Result Use business intelligence to sift through data The system only shows relevant data 6. System guides the user s choices Reduce the cognitive load
  30. 30. 31© 2007 frog design. Confidential & Proprietary.IGT SB Director Findings Implications Enable a flexible casino environment Result Design for a range of machines Differences in machines are made visible Visual feedback allows a user to quickly scan a large data set 4. Flexible for the environment
  31. 31. 32© 2007 frog design. Confidential & Proprietary.IGT SB Director Findings Implications Let people experiment Result The UI promotes transparency into the system s workings Cause and effect enables rapid learning Fail early and fail often (but not on the floor) 5. Transparency and feedback
  32. 32. 33© 2007 frog design. Confidential & Proprietary.IGT SB Director Findings Implications Optimize the workflow Result Reuse of data and workflow across apps and people Relevant data is persistent throughout the work flow 7. Reusable elements Create once, use many times
  33. 33. Vinyl Screen 2 A B A Viewing Options B Search Filter
  34. 34. Vinyl Screen 1 B DC A Branding B Widgets C Group Floor Plan Preview D Docking Station for Applications A
  35. 35. 36© 2007 frog design. Confidential & Proprietary.IGT SB Director
  36. 36. 37© 2007 frog design. Confidential & Proprietary.IGT SB Director
  37. 37. Workspace Wireframes
  38. 38. 39© 2007 frog design. Confidential & Proprietary.IGT SB Director
  39. 39. 40© 2007 frog design. Confidential & Proprietary.IGT SB Director
  40. 40. 41© 2007 frog design. Confidential & Proprietary.IGT SB Director SB DIRECTOR / FUTURE FORWARD
  41. 41. 42© 2007 frog design. Confidential & Proprietary.IGT SB Director SB DIRECTOR / FUTURE FORWARD
  42. 42. 43© 2009 frog design. Confidential & Proprietary.CHI SB Director And how they translated visually What the design embodies Differentiate for IGT Luxury/Sophisticated Brand Humanistic Innovative Omniscient Enjoyable Beautiful Delight the user Rich, luxurious brown leather and gold tones Surfaces all harken to real materials Soothing, ambient tones, aliveness to behaviors Sleek glass surface, transparent edges Provides relevant info in dialogue boxes Energetic circles and motion lines Warm, sophisticated palette, elegant curves Surprising, whimsical transitions, rich visuals Design attributes
  43. 43. 44© 2007 frog design. Confidential & Proprietary.IGT SB Director Why research matters and how we use it 7 Design Principles Learning Design Fruition Finding Implication Result
  44. 44. 45© 2007 frog design. Confidential & Proprietary.IGT SB Director Participants Executive in Vegas It s all about the purple people Slot Floor Manager in Vegas I think a lot by location...is huge Accountant in Vegas I thought it was going to be a clean day but, actually, a lot is going on IT Department in Vegas There is always something going on Executive at Barona It s all about the time vs. money balance Slot Tech at Barona I ve stopped trying to understand why we do the things we do Host in Vegas Mickey Mouse is an account we created to handle problems with players

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