FanDuel swiftly resolves mobile login loop for seamless betting experience.

High-quality digital standards for fast-paced sports betting.

FanDuel, a leading provider of online sports betting, understands the critical importance of a flawless user experience, especially given the time-sensitive nature of live sports wagering. Neil Arnold, Senior Product Analyst at FanDuel, utilizes Quantum Metric to gain deep and immediate visibility into how users interact with their Sportsbook app and other digital properties, ensuring smooth operation and continuous improvement.

Proactively identifying and resolving a critical mobile login loop.

Neil monitored the user experience leveraging session replays, when he identified and sized a significant "Inactivity" login modal loop affecting about 2% of sessions within the Sportsbook iOS app. Users experiencing this issue were repeatedly directed back to the login modal, with the only resolution at the time being to uninstall and reinstall the mobile application. His investigation revealed the loop was unique to Sportsbook, often preceded by an 'eligibility issue' error, and coincided with three consistent API errors, suggesting a link to user identification and location services.

Neil immediately began providing insights and context to the FanDuel engineering and account teams, sharing his findings through a dedicated dashboard and session replays within Quantum Metric. This proactive communication enabled swift understanding and action to mitigate the issue. The team then diligently monitored the situation until the looping behavior was resolved.

Further analysis, leveraging the integration of Quantum Metric with Amplitude, revealed that the login loop was triggered by a media location-based issue, a critical factor given the nuance of varying legal status of sports betting features across different states. This understanding of the location-based root cause, affecting approximately 9 million sessions in five days, enabled a targeted solution.

Continuously optimizing key user flows.

Beyond reactive issue resolution, Neil and the FanDuel team actively employ Quantum Metric to understand and optimize key user processes. Significant areas of focus are the core user journeys their users take when onboarding, accessing the product, depositing, and actively placing bets. By analyzing user behavior within these processes, FanDuel aims to guide user actions in a way that benefits both the bettor and the business, ensuring a sustainable and positive experience.

Impact:

• Rapid resolution of critical issue: Proactively identified and swiftly resolved a login loop affecting millions of sessions, minimizing user frustration and potential revenue loss.
• Safeguarding core revenue stream: Ensured the smooth operation of the Sportsbook app, which accounts for a large portion of FanDuel's revenue stream.
• Enhanced user experience: Continuous monitoring and analysis contribute to a higher quality, more reliable betting experience.
• Effective cross-team collaboration: Real-time data sharing through Quantum Metric facilitates rapid communication and problem-solving.