Diving deeper into platform reliability on ESPN/theScore Bet at theScore
Uncovering pain points and identifying key areas for improvement
I joined as a UX Research Intern on the Wagering team, focusing on enhancing the sports betting experience. theScore is a digital sports media platform, offering real-time news and scores. theScore/ESPN Bet is a sportsbook and casino app which integrates directly with theScore app, allowing users to place wagers right from their mobile device.
My primary focus over the term was on identifying and consolidating user pain points and concerns regarding the reliability of our sportsbook. I worked heavily with Technical Product Managers, Engineering Managers, and Product leadership on the Wagering team to make key decisions about the research direction and results.
User interviews and extensive analysis of quarterly survey data revealed that the most common pain points
users had were: building parlays with more than 4 legs, placing a bet right before a game/event, and logging in.
From the company, users value accountability and security, with the main sentiment amongst users being:
"A little goes a long way."
Research and recommendations were presented to product leadership and engineering to provide initial insight.
Following the conclusion of my term, the project was passed onto full-time UX Researchers to continue.