LINDSAY KURBURSKY

Digital Wallet Onboarding

Digital Wallet Onboarding case study cover: 96.8% faster onboarding, with patent drawings of the wallet enrollment and home screens

Company
Aristocrat Interactive

Role
Lead UX Designer

Timeline
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Team
[Add team: product, engineering, compliance]

Wallet enrollment ran through a full identity verification flow: 15 screens and about 45 minutes in a live venue trial. It was the biggest barrier to cashless play.

96.8% faster onboarding

  • 45 min → ~1.4 min average (fastest ~50 sec)
  • 15 screens → 4 (11 removed)
  • 73.3% efficiency improvement

The problem

Players enrolling in the cashless wallet went through a full identity verification (KYC) flow through a third-party partner. It took 15 screens and about 45 minutes in a live venue trial.

Spotting the risk early

I flagged early that the full KYC process would be a major barrier to entry for the wallet. User feedback later validated it: internal “Fresh Eyes” review sessions, documented and prioritized by the cashless team, surfaced a lengthy onboarding process alongside unclear calls to action, confusing information hierarchy and inconsistent terminology. UX verified those themes and their priority.

The solution

Members at these properties already pay for a membership, and an initial level of identity verification happens when they register. Building on that, the team introduced a “Basic” enrollment tier so players could start using the wallet without repeating full verification up front. I designed the streamlined flow.

What changed

  • Onboarding: the Basic enrollment path cut the flow from 15 screens to 4.
  • Home screen: the connect-to-game call to action was often overlooked, so it was redesigned to align with the new design system, larger and more visible.
  • Cashless play: two bottom buttons with very different functions were separated, placed in context and prioritized by purpose.
  • Scale: the Australian patterns became the starting point for the US version, adapted for US funding partners and requirements.

Outcome

Bar chart comparing onboarding before and after the redesign
Onboarding, version 1 vs. the redesign.
Second bar chart comparing onboarding before and after the redesign
Onboarding, version 1 vs. the redesign.
  • Onboarding time dropped from about 45 minutes to about 1.4 minutes on average, with the fastest logged at about 50 seconds: a 96.8% reduction.
  • 11 screens removed (15 → 4) and a 73.3% efficiency improvement.
  • The work contributed to granted design patents including Wallet Enrollment GUI, Wallet Home Page GUI and Responsible Gaming Wallet UI.

Details under NDA. Happy to walk through the full project in an interview.

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