Codere, one of the leading betting brands in Spain with a strong international presence, partnered with Izo to carry out an exhaustive diagnosis of the customer experience. With 30 years of experience in the market and a presence in 7 countries, Codere sought to better understand the behavior and needs of its users to improve their betting room experience.

The project began with the development of a complete Customer Journey, which allowed us to obtain a detailed view of the behavior of users at the different stages of their interaction with Codere. A combination of ethnographic and qualitative research was used to gather data on customer experiences and expectations.

The Izo team conducted direct observations at Codere's betting rooms, as well as in-depth interviews with customers to better understand their needs, preferences and pain points. Each of the customer's points of contact with the brand was analyzed, from the entrance to the room to the gaming experience and the process of withdrawing profits.

Based on the data collected, areas of opportunity were identified to improve the customer experience at Codere's betting rooms. These areas included optimizing customer service processes, improving signage and space design, and implementing new technologies to facilitate interaction with the brand.

Once these areas of opportunity were identified, the Izo team worked collaboratively with Codere to develop a detailed action plan to address each of them. Improvements were implemented in operating processes, adjustments were made to the design of the betting rooms, and new initiatives were launched to improve the customer's gaming experience.

Thanks to the implementation of these improvements, Codere was able to significantly improve the customer experience in its betting rooms. Waiting times were reduced, the space design was optimized and overall customer service was improved. As a result, Codere was able to strengthen its position as one of the leading brands in the betting sector, offering an exceptional experience to its users in all its rooms in Spain and internationally.