Nova Scotia Study Evaluates Usability of New Responsible Gaming Device
A recent report indicates positive acceptance among video lottery terminal (VLT) players for a new "responsible gaming device" (RGD) being tested by the Nova Scotia Gaming Corporation, but additional research still is needed to gauge the true effectiveness of the program. The RGD is a card-based system that allows cardholders to track their VLT play and set various limits on play, including loss limits and play duration.
The report, conducted by Omnifacts Bristol Research for the Nova Scotia Gaming Corporation, represents Stage I findings of a four-part research project designed to assess the usability and effectiveness of the card-based RGD in Nova Scotia. The Stage I research goal was to determine whether or not the device is easy to use, and if it is perceived by players to be helpful in encouraging responsible play. The actual effectiveness of the card program will be assessed in subsequent phases of research.
As part of the study, VLTs at 10 sites in the Windsor and Mount Uniacke area were fitted with RGDs in April 2005, were active by early May and remained operational through the end of July. Approximately 121 volunteers agreed to use the card whenever they played VLTS in the area during that time. Following play, researchers conducted surveys and focus groups with the players and analyzed machine data to determine actual play patterns of the card users. They also held one focus group with owners and senior staff from the 10 participating sites.
Stage I player responses were in favor for the RGD system, with nearly 90 percent of those surveyed indicating the system is easy-to-use and more than 70 percent giving the RGD high ratings for its usefulness. Just more than 80 percent of card users indicate the system encouraged them to play more responsibly, and three-quarters say it encourages responsible play in others.
Approximately 80 percent of survey respondents also give high ratings for the RGD as helpful in setting and sticking to budgets while playing, with several participants commenting that the RGD is an "eye opener," helping them realize how much money they are spending on VLTs. However, while 60 percent of those who set and then hit a money limit indicate they stopped playing, when given the option, 44 percent of those players simply removed their cards and kept playing.
The card system produced limited complaints among users. The most common complaint regarded technical issues, as some terminals required multiple attempts before being able to read the RGD card.
The focus group of retailers indicates they are not as positive about the new system. According to results, they are convinced that the limited testing area will drive customers to non-RGD terminals in other jurisdictions, resulting in a loss of income not just from play, but from food and beverage sales and other non-VLT income.
Both retailers and players raised privacy concerns about the card, specifically related to the personal information that must be provided during the issuance process and in preventing other players and staff from seeing private information on screen during play.
The next stage of research includes mandatory card use for anyone using VLTs in the Windsor area for a six-month period that began in October 2005. This phase of research will measure actual changes in play behavior, and thus the true effectiveness of the program.
