Case Studies > Player Profile
Player Profile: Six Teams, One Overloaded Screen — Redesigned
A mixed-methods research and redesign initiative for the Player Profile module inside BackOffice, a B2B iGaming SaaS platform serving operators across 3 regions. Sole UX researcher & designer. Shipped, live in production.
24
Practitioner Interviews
96
Survey Respondents
52
SUS Baseline (vs. 68 avg)
24%
Error Rate Baseline
01 / INTERVIEWS & SHADOWING
24 practitioner interviews (45 min each) across 3 regions, plus 14 shadowing sessions, 42 hours observed at the desk, grounding every insight in real workflow.
02 / SURVEY & ANALYTICS
96 survey respondents combined with 90 days of clickstream and ticket log data. Quantitative backbone validating qualitative themes at scale.
03 / IA VALIDATION
18 card-sort and 22 tree-test participants validated the information architecture. 80%+ agreement on 4 of 5 categories confirmed the shipped 5-tab structure.
Who works inside this profile
Six roles touch the same player record for entirely different reasons, and today, they're handed the same undifferentiated wall of tabs and tables regardless of what they came to do.
Support Agent (Tier 1)
General player support, front line
“I have four tabs open just to answer one deposit question.”
Daily Volume
60-100 tickets
Time Pressure
High — live SLA
Comes Here To
- Check why a deposit or withdrawal is pending
- Verify basic identity details or change email/pass
Fights With
- Overwhelming list of tabs with similar names
- No clear status label for real-time transactions
VIP Support Agent
High-value player relationship
“My players expect me to already know what happened. I can't be found scrolling.”
Daily Volume
10-20 deep sessions
Time Pressure
Medium — High Risk
Comes Here To
- Review overall player value, metrics, and tier standing
- Resolve issues before the player notices or complains
Fights With
- No unified player health dashboard or summary
- Hard to find recent correspondence log notes
Payments / Cage Agent
Deposits, withdrawals, ledger corrections
“One misread status column and I've approved the wrong withdrawal.”
Daily Volume
150+ transactions
Time Pressure
Very High — Money SLA
Comes Here To
- Verify transaction states and payment provider responses
- Cross-reference deposit details with account balances
Fights With
- Color-only status grids that cause rapid fatigue
- Lack of undo/reversal clarity on manual adjustments
Fraud & Risk Agent
Multi-account, bonus abuse, AML screening
“The signals I need are scattered across five tabs that were never meant to be read together.”
Daily Volume
30-50 cases
Time Pressure
High — Fraud window
Comes Here To
- Check connected accounts, IPs, device fingerprints
- Verify bonus-to-cash ratios and suspicious play types
Fights With
- Critical warnings buried deep inside technical details
- No global timeline showing combined player events
Marketing / CRM Manager
Segmentation, bonus targeting, retention
“I need to know who this player is before I decide what to send them. Today that takes real digging.”
Daily Volume
20-40 profiles/session
Time Pressure
Low-medium planning
Comes Here To
- Check recent active periods and overall game preferences
- Audit credited campaigns and opt-in settings
Fights With
- Inability to export custom filtered views easily
- Marketing tags and segments are completely static
AML & Compliance Officer
Regulatory review, source of funds, audits
“Compliance is a paper trail. If the trail is scattered across tabs, so is my liability.”
Daily Volume
Deep, infrequent reviews
Time Pressure
Zero-tolerance error
Comes Here To
- Audit Source of Wealth documents and verify status
- Export full history log for regulator reviews
Fights With
- Risk tags and flags lack historical timestamp trails
- Unable to print or output structured case summary
Where the interface broke down
16 findings across five recurring themes. SUS score of 52 (vs. 68 industry average) placed the interface in the bottom quartile. Fraud & Risk and Payments roles scored worst.
1. Information Overload & Poor Hierarchy
Player Search
highPlayer Search exposes 40+ fields with no prioritisation, leading to visual paralysis.
Balance Summary
mediumBalance summary buries the numbers each role actually needs under system raw strings.
2. Inconsistent & Fragmented Navigation
Logical Separation
highOne logical task (e.g. reviewing dispute context) is split across 3-5 distinct tabs.
Risk Signalling
highRisk signals are completely invisible outside the KYC tab, risking audit misses.
3. Weak Error Prevention & Recovery
Validation Feedback
highGeneric, undescriptive error toast shown without indicating which exact field failed validation.
Routine Actions
mediumEvery routine action opens its own full modal, stacking contexts needlessly.
4. Low Visibility of Status & Risk Signals
Ledger Grids
highTransaction status is color-only, failing basic accessibility rules for fatigue support.
Account Alerts
mediumAccount-level critical alerts only show as top-left tags with no real-world contextual urgency.
5. Repetitive Manual Work, No Memory
State Persistence
mediumFilters and column choices reset completely on every single profile visit.
Export Workflows
lowNo bulk or export path built natively for marketing segmentation and list-making.
From a 52 SUS score to shipped redesign
Card Sort · Tab Consolidation Check
6 agents (1 per persona) grouped 22 profile data points into categories. Agreement rates on logical grouping:
Task-Time & Error Baseline
Timed walkthroughs, 5 reps per task. Documenting efficiency leaks on standard flows:
Find player & open profile
Trace a disputed transaction
Correlate risk signals across tabs
Apply manual correction + log note
From research findings to production — validated by practitioners
Role-aware layout, an always-visible status rail, and consolidated navigation replaced the flat, unranked tab structure. Follow-up feedback confirmed: faster task completion, fewer errors, clearer status visibility, and less time troubleshooting, across all six roles.
01 / ROLE-AWARE LAYOUT
Dynamic surfacing based on agent's regulatory role. No more undifferentiated walls of tabs. Each persona sees what matters first.
02 / UNIFIED STATUS RAIL
Critical flags, risk signals, and alerts unified into a persistent sidebar, visible from every view, not buried in a single KYC tab.
03 / NON-BLOCKING FLOWS
Inline error recovery and fewer clicks between find-player and resolve-case. Common workflows mapped to native shortcuts, cutting median task times.
Inside the interface
Player Search
Filterable player directory with VIP tier, KYC status, and risk-level facets.
Profile Overview
Account overview with financial activity and game category breakdown.
Edit Personal Info
Editable personal information fields with save and cancel actions.
Compare Players
Side-by-side comparison of two accounts across identity, account, and financial attributes.
VIP Profile
VIP tier, lifetime value, and tier progression at a glance.
VIP Games Played
Wagering breakdown by category with full game-level session history.
Transactions
Deposit and withdrawal history with method, PSP, and status per entry.
Payment Limits & Controls
Configurable deposit and withdrawal limits with withdrawal queue status.
Fraud & Risk Dashboard
Fraud score, risk signals, and recent alerts in one view.
Segment Profile
Active segments, opt-in preferences, and communication stats.
Bonus Eligibility
Bonus history and eligibility scoring for marketing campaigns.
KYC Documents
Document status, review dates, and verification history.
Responsible Gaming
Deposit, withdrawal, and loss limits shown as usage progress bars.
© 2026 Krista Design Systems.
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