JackpotFill – UX Case Study
Project
Strategic UX Transformation Mission‑Critical Casino Operations Platform
My Role
UX Manager
Duration
Multi‑phase enterprise transformation
Domain
Casino Operations | Regulatory‑Driven Enterprise Software
Executive Summary
JackpotFill is a mission‑critical operational system used by casino floor and cage teams to manage jackpot payouts, compliance logging, and approvals. The legacy system was built on outdated technology, leading to slow workflows, higher error rates, steep learning curves, and poor adoption.
I led the end‑to‑end UX transformation of JackpotFill—from legacy desktop application to a modern, scalable, web‑based platform—aligning user needs, regulatory requirements, and business objectives.
Key Outcomes
Casino operations demand speed, accuracy, and strict regulatory compliance. The existing JackpotFill system:
• Was difficult to learn and operate
• Required multiple redundant steps
• Increased operational risk due to manual errors
• Created resistance to adoption among frontline staff
The business opportunity was to modernize the platform while maintaining regulatory integrity and minimizing disruption to daily operations.
• Balancing usability improvements with regulatory constraints
• Supporting users with limited technical proficiency
• Migrating from a legacy desktop mindset to modern workflows
• Ensuring trust and adoption from long‑tenured casino staff
A critical trade‑off decision was to prioritize workflow simplification over feature parity with the legacy system—reducing cognitive load instead of recreating old complexity.
LEADERSHIP ACTIONS & STRATEGIC DECISIONS
• Defined the UX vision aligned to business and compliance goals
• Facilitated cross‑functional workshops with Product, Engineering, and Compliance
• Led user research sessions on the casino floor
• Advocated for task‑based workflows instead of form‑heavy screens
• Established UX governance and design standards
• Mentored designers and elevated UX maturity across the team
The process
From here
To here
User Journey Workshop
I led a discovery workshop in Las-vegas to conducted deep user research and journey mapping to identify pain points and regulatory challenges, and collaborated directly with product, engineering, and compliance teams to ensure our solutions were both innovative and fully compliant.
I simplified complex workflows and reimagined user journeys, resulting in measurable improvements in operational efficiency, staff satisfaction, and error reduction.
USER & BUSINESS IMPACT
Before:
• Long jackpot processing times
• High dependency on training and supervision
• Frequent user errors and rework
After:
• Faster, more confident task completion
• Reduced training dependency
• Improved user satisfaction and adoption
• Higher trust from compliance and operations leadership
Average processing time reduced from ~15 minutes to ~9 minutes per jackpot, based on internal usability benchmarks.
Outcome
The redesigned JackpotFill and TM applications delivered a modern, intuitive, and regulation-compliant experience trusted by various customers By replacing a legacy WinForms system with a scalable, web-based platform, we significantly improved usability, speed, and accuracy in high-pressure casino environments.
Key results include:
Faster workflows with simplified UI, reducing average processing time by 30–40%.
Higher user satisfaction, thanks to streamlined journeys and accessibility built into the core design.
Improved adoption and confidence among casino staff with reduced training time and fewer errors.
Stronger stakeholder alignment, driven by early prototypes, design walkthroughs, and G2E showcases.
A scalable design system ready to support future features and white-label needs across markets.
The success of this transformation not only enhanced operations on the casino floor but also positioned the new platform as a blueprint for UX excellence across Aristocrat’s ecosystem.
DESIGN SYSTEM & SCALABILITY
A modular design system was created to:
• Ensure consistency across screens
• Support responsive layouts
• Enable future product expansion
• Reduce development rework
This positioned JackpotFill as a scalable foundation rather than a one‑off redesign.
REFLECTION & LONG‑TERM STRATEGIC VALUE
This project reinforced the importance of aligning UX strategy with operational reality and regulatory responsibility.
If scaled further, I would:
• Formalize UX governance across the product suite
• Introduce analytics‑driven UX optimization
• Expand accessibility and localization for global rollout