Redesigning the user experience : How Interaction design can be used to improve already existing form-based company services

Abstract: This study investigates whether interaction design principles can be used on already existing company services in order to improve the user experience and satisfaction, and how such a process should look like, and what lessons can be learned from it. The study uses an iterative approach where prototypes are created and evaluated to further improve the prototype in the next iteration. To test this a service from the company LeoVegas mobile gaming group called Antiloop is used. Firstly a literature study is conducted to find requirements on how similar services can be designed, then an interview is conducted with employers who use Antiloop in order to find out what can be improved. Then two different prototypes are created and evaluated with the same employees to find out which one is preferred. The results of that evaluation lead to a final prototype that is evaluated together with the existing service through quantitative and qualitative methods, to see whether the new prototype has a better user experience. The results of the final evaluation showed that the new prototype is preferred over the existing version. However, because the test only had 7 participants, it might not be enough to draw a general conclusion. A list of further improvements was also presented.