TalkBanStop
Enhancing support for gambling addiction recovery
Digital Strategy
Product Design
Data and User Insight Research
TalkBanStop, a partnership between Gamstop, Gamban, and GamCare, provides essential tools and support for those affected by gambling addiction. To improve accessibility and engagement, the initiative needed a complete digital platform redesign, ensuring a seamless and user-friendly experience that encourages more people to seek help.
The TalkBanStop project focused on transforming its support website to better serve individuals struggling with gambling addiction, as well as their affected friends and family members. The redesign aimed to enhance the platform’s user experience (UX) and user interface (UI), making it more intuitive, accessible, and engaging. Evident led the project with a research-driven, collaborative approach, working closely with all three partner organisations to ensure that the platform aligned with their collective goals. By leveraging user research, iterative prototyping, and stakeholder alignment, the project successfully delivered a scalable, high-impact support platform designed to increase engagement and improve accessibility to essential resources.
The Challenge
TalkBanStop, a collaborative initiative between Gamstop, Gamban, and GamCare, aimed to improve its digital support platform to better assist individuals recovering from gambling addiction. The existing platform required a complete overhaul of its user experience (UX) and user interface (UI) to make it more intuitive, engaging, and accessible.
A core challenge was ensuring that the platform catered to both direct users seeking support and those affected by someone else’s gambling. Additionally, the project had to balance the objectives of multiple stakeholders, requiring a carefully managed collaboration to maintain alignment and focus.
With a strong emphasis on clear communication and efficient execution, the goal was to deliver a comprehensive, user-centric solution that would enhance the accessibility and effectiveness of gambling support services.
75%
of those experiencing ‘problem gambling’ feel they cannot talk to loved ones about it.
Source - GambleAware
1.4m
people in Britain are experiencing gambling-related harms
Source - GamCare
20%
of students use their loans to fund gambling activities, with approximately 250,000 students identified as problem gamblers
Source- The Times
67%
of callers to the National Gambling Helpline reported some level of gambling-related debt, and 76% experienced financial difficulties.
Source - GamCare
The Approach
To create a seamless and effective user experience, Evident employed a structured, iterative design approach. The project began with a discovery phase, where stakeholder workshops helped define key goals and success metrics while mapping out user needs and potential challenges.
User research played a critical role in shaping the platform, with interviews and surveys conducted to understand the real-world experiences of those affected by gambling addiction. These insights informed the design of low-fidelity wireframes, which were then transformed into a high-fidelity, clickable prototype. Through continuous feedback loops, iterative refinements were made to optimise the platform’s functionality and user flow.
Transparent collaboration was maintained throughout the process, ensuring that all three organisations remained aligned on the vision and objectives. A structured digital care framework was then implemented, featuring intuitive navigation, self-help tools, and optimised accessibility to ensure that users could quickly and easily find the support they needed.
Discovery & Research
Understanding User Needs
Stakeholder Workshops
Align goals, define key success metrics, and establish project scope.
User Research
Conduct interviews, surveys, and competitor benchmarking.
Problem Definition
Identify UX/UI pain points and areas for improvement.
Concept Development & Prototyping
Designing the Solution
Wireframing & Information Architecture
Create low-fidelity wireframes for initial layout exploration.
Clickable Prototype Development
Build a high-fidelity interactive prototype for testing.
Stakeholder Review & Feedback
Align on design direction and iterate based on insights.
User Testing & Iteration
Refining for Usability
Usability Testing
Conduct real-user testing sessions to validate design decisions.
Refinement & Enhancements
Iterate on the prototype based on feedback to optimise UX/UI.
Final Validation
Ensure alignment across all stakeholders before development handover.
Handover & Implementation Support
Preparing for Launch
Final Design Documentation
Deliver comprehensive design assets and guidelines for developers.
Stakeholder Training & Knowledge Transfer
Provide onboarding materials and training sessions.
Post-Launch Support Planning
Establish metrics for ongoing performance evaluation.
The Outcome
The redesigned TalkBanStop platform successfully enhanced engagement and increased conversions, with more users accessing vital support tools and services.
By improving UX and UI, the platform became more intuitive and accessible, reducing barriers to seeking help. Strong stakeholder alignment resulted in a cohesive, unified support ecosystem, ensuring that all partner organisations worked towards a common goal.
The project was delivered on schedule, with a fully validated prototype ready for development and launch.
As a result, TalkBanStop now operates as a best-in-class digital support solution, empowering individuals affected by gambling addiction with a streamlined, research-backed user experience that enhances prevention, support provision, and long-term recovery.
"Evident carried out a detailed discovery project on our main website and programme microsite. The outputs from this have given us much greater insight into the barriers our digital users currently have, and the opportunities we have to fix them. The team at Evident are great to work with, detail-orientated and well organised. They took the time to really understand our audience needs and us as an organisation."
Gemma Pedder
Head of Digital Engagement at GamCare
