Experience intelligence
Fraser was joined by Dr. Eyal Loz, Chief Product Officer at RubyPlay, and Ashley Lang, Chief Executive Officer of Pragmatic Solutions, to cover the most dominant topics that emerged at Fira Barcelona, including:
· AI’s evolution to dominate the industry
· New product verticals in the market
· The emergence of new content providers
· New market leaders on the scene
· Operators’ expansion plans
· Increased tax in many countries
· Political parties’ views of the industry
· Cross-country regulation resulting in technical burdens
· What operators want from partners
· The evolution of gamification
· Personalisation matching player intentions
· The biggest learnings from ICE
Watch the full webinar here.
For the Chief Financial Officer, user experience (UX) has historically been viewed as a soft, aesthetic cost center. When product and design teams request capital to fund interface redesigns or new front-end development, they often present their proposals using subjective, non-financial terminology. They argue that a new layout will make the application feel more modern, or that it will make the registration flow more engaging. To a CFO focused on margin protection, rising taxes, and capital allocation, these aesthetic arguments carry little weight. Design changes must not be evaluated on visual appeal. They must be measured by their direct impact on the balance sheet. In the online gaming industry, where player acquisition costs (CAC) are rising and retention is low, usability is a primary driver of financial performance. Under the Jurnii UX framework, we translate experience metrics directly into financial Key Performance Indicators (KPIs). We connect page load speed, input error rates, and security placement to first-time deposits (FTDs), hold rates, and Net Gaming Revenue (NGR). By grounding your user experience decisions in financial reality, you convert design from a speculative expense into a measurable revenue driver, ensuring that every engineering hour invested delivers a clear, quantifiable return.
A slow front-end experience is a direct threat to an operator's bottom line. In the online gaming market, where product offerings are highly commoditised, technical speed is a major commercial differentiator. When players hold 3 to 5 active accounts, they have no patience for lagging interfaces. If your deposit screen takes too long to load, or your sports betting slip delays confirmation, players do not wait. They close your application and open a competitor's app. At Jurnii, our experience intelligence shows that any delay over 1.2 seconds on a transaction screen correlates with transaction abandonment. This is the 1.2-second cost. This delay directly impacts your first-time deposits (FTDs), net gaming revenue (NGR), and customer acquisition costs (CAC). To protect your marketing spend and retain your active player base, you must treat front-end performance as critical financial infrastructure. You must replace occasional point-in-time testing with continuous, automated experience monitoring.
Brand trust is not built by multi-million-pound television campaigns, sports sponsorships, or celebrity endorsements. These marketing efforts can drive brand awareness and encourage players to visit your landing pages. However, they do not create trust. Trust is built or broken during digital interactions. It is formed when a player registers an account, makes a deposit, places a bet, or requests a withdrawal. In the iGaming market, where player loyalty is fragile and the cost of switching is zero, digital trust is a critical commercial asset. Under the Jurnii UX framework, Perception is the fourth key dimension we analyze, alongside Journey Effectiveness, Usability, and Performance. Perception measures how effectively your product communicates security, reliability, and transparency throughout the player journey. When verification flows fail, or when reassurance is missing during a transaction, trust erodes. This erosion is silent. Players do not complain; they simply defect. To protect your Net Gaming Revenue (NGR) and customer acquisition cost (CAC), you must replace subjective brand tracking with structured experience audits, ensuring that your digital interface actively builds trust at every touchpoint.
Transform weeks of manual audits into minutes of actionable intelligence with Jurnii AI, empowering your CX, UX, and Product teams to move faster.
Flexible, on-demand expertise in design, analytics, and research. High-level support scaled to your projects, delivered as needed, without the cost of a full-time hire.
