Case Study

Cashless Play Digital Wallet.

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Project
Cashless Play is a digital wallet within the Star App — enabling patrons to manage, transfer, and use funds across gaming machines and table games, with responsible gambling safeguards built in.
Role
UX Research
Product Design
Stakeholder Engagement
Platform
iOS & Android
Mobile App
Deliverables
UX Strategy
Wireframes & IA
User Journeys
High-Fidelity POC

01 — Where We Started

The Challenge
& Objectives

Designing a digital wallet in a live gaming environment required balancing two main needs: frictionless convenience and full regulatory compliance with responsible spending controls embedded into the experience.

The Challenge

Beyond meeting strict regulatory requirements, the deeper challenge was behavioural — convincing a predominantly cash-based audience to trust, adopt, and make a digital wallet part of how they play.

The Objectives

Lay the foundation for a fully cashless gaming operation — with Cashless Play as the first step in transitioning away from cash-based gaming towards a sustainable, scalable, and regulatory-compliant cashless model across the casino floor.

02 — UX Discovery

UX Workshops
& Discovery

Workshops with compliance, gaming, and third-party payments teams defined key constraints and behavioural goals — with spending controls and responsible gaming guardrails central to every design decision from the outset.

Phase 01
Compliance Mapping
Defined regulatory constraints and responsible gambling requirements upfront.
Phase 02
Behavioural Research
Identified high-risk transactional moments through customer experience mapping across digital and physical environments.
Phase 03
Comparative Analysis
Researched leading banking and fintech apps to identify the common interaction patterns.
Phase 04
Third-Party Integration
Analysis and understanding of the constraints and capabilities of the third-party payments supplier.

Journey Mapping & Comparative Assessments

Whiteboard workshops mapped the end-to-end player journey, while a comparative assessment of leading banking and fintech apps benchmarked balance visibility, transfers, and account navigation patterns.

UX Workshop 01
UX Workshop 02
UX Workshop 03
UX Workshop 04
UX Workshop 05
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Iterative Design Process

Multiple design approaches were tested and validated through wireframes and low-fidelity POCs — iterating toward a wallet experience that felt both trusted and familiar.

UX Flows

User flows mapped the full wallet experience across key tasks: adding a bank card, topping up, withdrawing funds, and transferring to gameplay — with responsible gambling checkpoints embedded at high-risk moments.

Activate
Add Card
First Top Up
Second Top Up — Delay on Money Transfer
Withdraw
Play Game
Take a Break
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03 — High Fidelity

Clickable POC
in Figma

The high-fidelity prototype demonstrated key journeys, including contextual onboarding, fund transfers, and transaction history, within a fully navigable Figma POC ready for stakeholder review.

Setting up Star Account, Adding Debit Card & First Top Up

Delay on Money Transfer, Withdraw & Funds Transfer Break

High-Fidelity Screens

Final UI across the core wallet experience — card management, contextual onboarding, fund transfer flows, and responsible gaming limit integration — all within a banking-inspired design system.

High-Fidelity Screen 01
High-Fidelity Screen 02
High-Fidelity Screen 07
High-Fidelity Screen 05
High-Fidelity Screen 03
High-Fidelity Screen 04
High-Fidelity Screen 06
High-Fidelity Screen 08

04 — Where We Landed

Project
Outcomes

The Cashless Play wallet delivered a trusted, intuitive experience — one that gave members confidence to transition away from cash while keeping responsible gambling tools front and centre.

↑ Introduced
Adoption of Cashless Play
Initial hesitancy gave way to growing uptake as members recognised the convenience and control the digital wallet offered.
↑ Introduced
Behavioural Intervention
Delay on Transfers created a deliberate pause at the highest-risk transactional time — giving members a moment to reconsider.
↑ Delivered
Seamless Payment Experience
Members who had never used a digital wallet were soon completing transfers and playing cashlessly with confidence — a banking-inspired UX making the transition feel natural.
↑ Connected
Physical–Digital Experience
Bridged digital wallet functionality with in-venue gameplay, allowing members to move seamlessly between app-based fund management and live gaming across the casino floor.
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