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// PUBLIC GAMING INTERNATIONAL // May/June 2016
“Whatever you do, do it well. Do it so well that when people see you do
it they will want to come back and see you do it again and they will want
to bring others,”
said Walt Disney back in the day and in that way he
had successfully risen the importance of experiences over the simple
“consumption” of products before anyone else was ever aware of them.
If one was offered the opportunity to interview major lottery
winners around the world throughout time, they would most prob-
ably talk more about the experience of winning and less about the
prize they actually received. This does not mean of course that the
prize would be overlooked, after all it is a bliss, a financial relief and
sometimes even a life-changing thing. Nevertheless, lottery winners
would eventually talk about the thrilling feel and the excitement
of winning. The place and moment when they first found out, the
way they shared the news with their loved ones and the kind of cel-
ebration they chose to hold, would probably be what actually mat-
ters the most. Once the dust has settled, players always remember
their winning moments as unique and exceptional. Imagine now
the impact on the players’ experience, if we were able to stimulate
and bring out a small piece of these feelings and excitement, from
the winning moment to the game as a whole.
Our industry, as the entire market shifted its focus from product-
driven strategies to experience-oriented ones, was bound to follow.
The services’ section made the first baby steps towards the new
trend, and fast-consuming goods tried to keep up, but it was the
Lottery world that seemed destined for even greater things, as it was
already blessed with that special gaming sparkle and anticipation of
joy, being at the same time committed to embrace and enhance the
global principles of responsible gaming. Therefore, what have we
missed? Why haven’t we already thrived in the world of experiences?
Steve Jobs said that
“you’ve got to start with the customer experience
and work back towards the technology—not the other way around”
in
order to succeed in this area. Lotteries, operators, systems designers,
platform developers, game providers and governments have all spent
countless resources, hours of hard work and research in order to create
complete and robust products, trustworthy platforms, stable systems,
rewarding responsible games. And we all performed remarkably. But
somewhere along the way, we may have underestimated the perceived
value of customers’ experience and the fact that, in many occasions,
they have raised the bar significantly in terms of expected outcome.
We definitely respected all existing regulatory restrictions and safe-
guarded our faith and trust in the traditional ways of operation but
have we truly shown excellence in listening to customer’s voice?
In INTRALOT, we have carried out extensive research on vari-
ous groups of players and platform users (originating from different
markets) in order to gather the insights required and ultimately
create a perfect solution. We combined our findings with our deep
knowledge and experience of the lottery industry and today, we are
proud to present INTRALOT Canvas
™
.
Canvas
™
is an all-in-one platform, designed to offer centralized
management of multiple game verticals and focus on providing a
personalized and consistent User Experience (UX) across all sales
channels, both online and retail, to the players.
By listening closely to the pulse of the gaming market, Canvas
™
be-
came the ultimate tool to serve a state-of-the-art gaming experience to
all audiences, specifically designed to provide various gaming content
to multi-channel solutions with exceptional cost and time efficiency.
For the design of Canvas
™
, INTRALOT has deconstructed its
25-years of managing multiple operations, gathered every single
issue ever addressed and had it included in the platform. Informa-
tion is gathered through research and a continuously updated and
a
canvas
™
full of opportunities
TIME TO MEET YOUR PLAYERS
By Christina Boubalou & Dimitrios Kakkos
Whatever you do, do it well.
Do it so well that when
people see you do it they will
want to come back and
see you do it again and they will
want to bring others
—Walt Disney