BetStop NSER - Online registration
Client
BetStop – National Self-Exclusion Register
My role
UX designer / service designer
Deliverables
Registration flow, prototypes, usability testing, content design
Platform
Responsive web, mobile first
Overview
BetStop is the Australian National Self-Exclusion Register. Anyone can register to block themselves from all licensed online and phone wagering providers for a period of three months to life. The registration journey had to verify identity to a high standard while being fast, private and kind to people who may be in crisis.
I designed the end-to-end online registration experience, from the first landing page to the confirmation that the exclusion is in place.
The challenge
- Identity verification against government documents is mandatory, but every extra step increases drop-off.
- Many people register late at night on a phone, often immediately after a loss.
- Choosing an exclusion period is a significant decision that should be made with clear, neutral information.
- The service needed to work for people with low literacy, low digital confidence and high stress.
Research and design
Lived-experience interviews
Spoke with people who had self-excluded from venues or individual operators about what helped and what got in the way.
Counsellor consultation
Worked with gambling help counsellors to shape tone, language and the support offered at each step.
Flow and prototype
Designed a five-step flow that asks for the minimum information the legislation allows, in the order that feels most natural.
Usability testing
Three rounds of moderated testing on phones, including participants using screen readers and voice control.
Design principles
- Start immediately. The register button is the first thing on the page. Explanation comes alongside, not before.
- One question per screen. Simple, focused steps with a visible progress indicator and no dead ends.
- Neutral choices. Exclusion periods are presented plainly, with what each one means, and no nudging in either direction.
- Support is always one tap away. Gambling help contacts stay in view on every step.
- Confirm, then reassure. A clear confirmation of what happens next, sent by SMS and email as well as on screen.
Outcome
The registration flow launched with the national register and was praised by support organisations for its clarity and tone. Post-launch analytics showed most registrations completed on mobile, in a single session, with the largest share happening outside business hours, exactly the scenario the design was built for.