Comm-it and Harrison Khannah

Research

To understand this problem space we had to understand what was the issue at hand, who we should engage with to delve deeper into this issue, and how? From this, we designed our research to uncover all the current issues at hand in this sector. We did this through delving into:

Structural

In terms of structural characteristics, we found that the two most important factors for problem gamblers are 'fast reel spins' and bright flashing lights and sounds as rewarding for any amount of money 'won' as the machine's own form of positive reinforcement

Venue

Following an extensive legal and policy review, we found that there was very little which could actually be altered in the physical problem location. The findings demonstrated a need for self-regulation. Self-regulation would be the basis for many of our concepts, as there are ‘negotiable areas’ within what a gambler can utilise to assist themselves with self-regulation.

Psychological

From interviewing several psychologists and councillors, we found that problem gambling can be mapped on a spectrum as there are 3 factors which characterise an individual’s own experience with pathological gambling. These are: their experiences, addictions and treatment. Other than this, there is no uniform definition for what ‘problem gambling’ entails, and currently only describes that an individual spends excess time and finance doing this activity.

Ideation

With the criteria in mind we used forced association to diverge our ideation. We gathered the themes explored within our criteria and began rapidly ideating. We began finding correlations between different elements within our ideation, specifically in regard to commitment and spending, the involvement of families, and trying to get the user physically away from the environment itself. We used crazy eights to collaboratively build upon these areas to iterate and benefit future solutions.

The chosen concept

The chosen concept that came out of the iteration stages was the Comm-it. It was a simple phone/watch application that encouragess someone who is wanting to stop gambling to set their own barriers and limitaitons on the money they spend. Moreover, most gamblers achieve the best results when their family is encouraging them through the process. This thereby lends itself to the installation of the "family mode", in which a the gambler can opt in for a family member to help and track their progress, if they so wish.

It's inherit problem and how we went about solving it

A precondition is that: users have to want help - or they will manipulate others to achieve their goals. Multiple use cases were explored, determining multiple alternative flows where manipulation could be invoked from the problematic individual. From the use case exploration it was clear the manipulation of the system was going to be a great concern for the outcome of the ‘Comm-it’. Likewise, uptake of the Comm-it, is likely to be relatively low due to the lack of user control and freedom.

Our Iteration Strategy

Usability mix test: Think aloud/roleplay The aim of mixed usability testing was to test our conceptual model against our user’s mental model, to understand if our design principle implementation was successful and where the core errors were. We implemented role-play to understand the usability in conjunction with conceptual application and think aloud to find out why the users are having issues.

Think-aloud: The method allowed us to not only figure out where the errors were, by why. Throughout the iterations, think aloud’s provided key data in our problem of ‘clarity’, and allowed us to determine whether or not it was navigation clarity or the lack of conceptual information.

Roleplaying was a method used to test the concept. As only the gambler could use the wearable, we couldn’t have one user test both devices. Therefore, one facilitator acted out what the corresponding persona would be doing.

Iteartion One

Outcomes of User Research and its implementation into iteration one

From the presentation of our solution’s future directions of the original concept were discussed:

How can we reduce alcohol related violence? The Comm-it was further developed to implement Alt-funs concept of relaxation – breaking the negative feedback loop through relaxation techniques of mindfulness. This was updated through a new breathing feature. It uses vibration to assist with breathing techniques. The function ‘pops-up’ if the wearable determines heart rate is too high (built in Apple Watch function), and the vibration increases suggesting breathing in, decreasing to suggest breathing out.

How can we make it more accessible for individuals who have been drinking? The Comm-it removed many of the wearable functions, reducing it to bare minimum so users can use it while under the influence of alcohol. This applies the, 80/20 rule and flexibility usability trade off.

How can you reduce the commitment level over time? There is a new overall limit, where users can reduce cash out limit and payment limit over time. This was an implementation suggested by our tutor.

How can you ensure users won’t break? Through providing external regulation. The Comm-it implemented multiple factors of the involve system, including increased communication with the loved one through a new messaging function, the viewing of past activity, time and date of gambling. All of which allow the family to be more involved, and provide them with more monitoring abilities that will assist the users to “not break”.

Iteartion Two

Outcomes of User Research and its implementation into iteration two

From the first test, explorations of the problems allowed for direct areas of the product to implement solutions. A newset of objectives were needed to be met:

How can we decrease the anger, numbness and sadness while using this application?
Goals were implemented, allowing the application to target the ‘anger’ through providing the users with ‘new strengths” (Bethel Funerals, 2019) Goals allow the user to retrain their learnt behaviour. Streaks will be implemented, as they provide a form of “gamification” ("What Are Streaks and Why do They Work?", 2019), allowing us to implement user feedback from round one as stated “there needs to be more fun” Streaks are “habit forming”, they provide a sense of “motivation” ("Benefits of Goal Setting", n.d.) If the user completes a goal, they get congratulatory messages, allowing us to counteract the “numbness” and “Sadness” with “affirmation” and “positive reinforcement” (Bethel Funerals, 2019). It provides a “pat on the back” for the users (Morin, 2019). Messages have pre suggested options, as it was a core suggestion from user feedback as, it likewise reduces the risk of users sending shocking messages to get the gambler home “I’d use it to shock the user e.g. I’m leaving you” All of which works on operant conditioning. If we apply positive reinforcement to users completing goals “it makes it more likely that the behaviour will occur again in the future” (Cherry, 2019). We provide the users with “social reinforcers” through the use of congratulatory pop up notifications (Cherry, 2019).

How can we assist regulation, while providing increased control?
Implementing user feedback feedback and added a self regulation function. As discussed previously to supplement the lack of control, goals will be introduced to apply personal motivation. Through research we found a correlation between control and trust, “Control is good, but trust is better” (Jensen, 2014), due to the users having no control there was no trust with the families “Total control means zero trust” (Jensen, 2014). Limiting was removed, as users didn’t like how only families could do it.

How can we gain more ‘trust’ with the user?
Implementing the user solution of ‘terms and conditions”.

How can we implement more educational components into the product?
Added fun fact at the beginning of the application, as “education helps to bring productive results” (Reddy, n.d.)

How can the product provide more of a personalised experience?
Implemented names, and personalised goals. This was important as “74% of customers feel frustrated when content isn’t personalised” (Burgess, n.d.)

Iteartion Three

From the presentation of our solution’s future directions of the original concept were discussed:

How can the criteria of stress be positively affected without removing the source of stress (goals)?
How can education and control change?
How can mindfulness be implemented while also minimising the ‘annoyance’ for some?

The design freeze of mindfulness
Mindfulness was a concept implemented at the start of the iteration process, but properly tested in iteration two. The usability testing users stated that in theory it would decrease anger, but the execution might increase it. Specifically, the use of vibration. Due to our mock-ups unable to implement the element of vibration, the problem cannot be reliability tested. However, other sensory mechanisms were discussed. The use of visual flashy and sound would be unviable, and the context of the gambling room would distract. Therefore, only touch and smell are left. Smell isn’t technologically feasible yet, and touch is already implemented with the vibration. Therefore, the team decided to implement a ‘design freeze’ into the mindfulness problem.

How can education and control change?
After previous development on education and control, based on prior feedback, the criteria did not improve, and in the case of education; got worse. The concept of “notifying the users on their lack of control” became unnecessary, as users have increased control in ‘self-regulation’, therefore the criteria is subjective to the mode they pick. It is also important to discuss, we are testing with gamblers, individuals who state they as ‘casual’, they don’t believe they have a problem. This may affect their perception on the concept of control, as they don’t want to stop gambling, thus don’t want reduced control. In relation to education, users stated they needed more “personalised education” which was the concept behind the previous implementations. After discussion into the criteria of education, the team decided that ‘identification of problematic behaviour’ was very similar to education. Therefore, the criteria of education were also removed.

How can the criteria of stress be positively affected without removing the source of stress (goals)?
A large conceptual change occurred in iteration 2 after high amounts of negative reactions to the product. The implementation of goals, self-regulation, and positive conditioning reduced the anger and sadness. However, all of which has increased stress. Goals and streaks made the user stressed due to the added pressure of not wanting to ‘break them’. Previously the pressure came from the product, now the pressures are coming from within the user. This is both negative and positive. Negative as users stress will decrease desirability, but positive as users are able to more effectively self-regulate without the need for external control. Therefore, as a team we collective decided that a trade-off must occur. Which is worse domestic violence or a user feeling pressured to stick to a limit they set themselves? While we are still investing in the problem area of ‘emotion’, the criteria of ‘reducing stress’ has become obsolete.

Welcome to: Comm-It

The Comm-It is a mobile/smart watch application that encourages problematic gamblers to set their own barriers and deter themselves from Gambling.