Client
Norsk Tipping On the web
www.norsk-tipping.no Executive summary
Norwegian National Lottery hits jackpot with Accenture’s User Experience offering The Norwegian National Lottery operates in grocery stores, service stations and kiosks across Norway, with a quarter of the country’s 4.5 million citizens playing regularly. Accenture has helped Norway win the lottery, delivering on a deal with the Norwegian National Lottery to redesign user interface at its ticket terminals. Wholly owned by the Norwegian state, the Norwegian National Lottery (called Norsk Tipping) provides Norwegians with responsible games and entertainment within a socially acceptable context. Concurrently, the Norwegian National Lottery ensures a secure and long-term profit for beneficiary organizations. The Norwegian National Lottery currently operates app 4,000 agent-operated ticket terminals in grocery stores, service stations and kiosks across Norway, which are accessed by a quarter of the country’s 4.5 million citizens. The Norwegian National Lottery started the terminal initiative to be more competitive. In redesigning the terminals, the client sought to improve service to both its national agents and customers, as well as to boost revenue, improve market position and increase market share. Because of its extensive experience in user experience projects, Accenture was ideally positioned to help the Norwegian National Lottery achieve its goal. As a trusted advisor to the Norwegian National Lottery, Accenture built a long-term relationship with the client based on several major delivery projects, including establishing new business units for video lottery terminals. Accenture’s objective was to make the Norwegian National Lottery terminals more user-friendly to the agents operating their point of sales terminals. A key aspect of the project involved replacing the terminal’s legacy keyboard device with touch-screen technology, a change that encouraged more integration with the customer. The agent-operated screen was also revamped to create greater efficiency in ticket sales and reduce data entry errors. Additionally, the redesigned terminals also transformed the Norwegian National Lottery’s image and brand, as the terminals evolved into a tool to promote key marketing messages. “Accenture has played an integral role in this project, bringing to the table deep expertise of usability principles, a wealth of experience in the User Experience Offering and excellent touch screen design skills,” said Torunn Brandt, senior executive-Technology & Delivery, and the project’s interaction designer. “The Norwegian Lottery project is a great success. The redesigned terminals increased agent satisfaction, raised the customers’ perception of service and involvement, and increased betting frequency.” |