Product Design, User Research


In an effort to help DraftKings users get more information about the status of their withdrawal we set out to provide a space for them to get more information. 

Initial Problem

We started gathering intelligence through our Customer Experience channels and noticed an overwhelming amount of tickets attributed to users requesting updates on the status of their withdrawals. User's were filing withdrawals and not receiving up-to-date informationg and would regularly check in to find out where their money was. 

Working with my product partner, we determined we would solve for 2 specific problems.

  1. Users don't have accurate and transparent visibility into where their money is, or why it wasn't withdrawn successfully.
  2. Our Customer Experience team was spending way too much time answering basic status questions for our users.

Provided those two problems, our goal was to provide a location for a user to navigate to in order to answer any status questions or resolutions to their withdrawal issues. 

As the designer on the project, I concluded that this should be a scalable page, accessible from different contextual places in order to allow for both our users and internal support representatives to have access to the same information. 

Our major KPIs on the project were to see volume of customer support tickets decrease where the withdrawal status was attributed, and the "where is my money" ticket classification to also decrease.

Getting Started

I set out to write user stories to help focus our efforts and landed on 5 major ones.

  1. As a user requesting to withdraw my balance, I should have a designated page for relative details regarding the current status of my withdrawal
  2. As a user receiving a withdrawal status change notification (email, push, bell), I should have a link to my withdrawal status page included in the notification
  3. As a user, I should be able to see the current status, tracking info, timestamps of status changes
  4. As a user, I should have basic info included in the page to resolve or understand what went wrong with my withdrawal
  5. As a withdrawal, I should have the ability to enter any one of the included statuses so that I can accurately depict where I am along the withdrawal process


As customers were expecting self-service tracking of their withdrawal status, I thought it were best to give them an analogous experience to tracking a package, something most if not all of our customers likely had been through multiple times.

I looked at solutions employed by major shipping organizations like USPS, UPS, and FedEx as a place for initial inspiration, and analyzed how they delivered up-to-date information to their users. In some of our correspondence with our customer experience team, users had mentioned they wish they had a "Dominos Pizza Tracker" for their withdrawal status which was a great analog to what we were planning. I also looked at similar experiences from Amazon, and the Shopify Shop app as pieces of inspiration to set our bar for the experience.  



The current implementation of the withdrawal requests was spartan at best with only the option to see how much the request was for, and a link directly to cancel it, so we had a lot of room to improve the design and meet users where they'd expect to be able to find information about their withdrawals. 

Based on our user's behavioral data, we determined a few entry points that could be used as areas to link to getting more information for their withdrawals.

  • The Player Account Page

  • Transaction History

  • The Withdrawal Page

  • The Withdrawal Confirmation Page

  • Transactional Emails 


All would contain connections to the upcoming withdrawal tracker to give a user multiple ways of finding this information.

Multiple Cases,Multiple Edges

Each withdrawal was subject to different variables with different timing and different pieces of information that needed to be given to the user so it was important that we sort out multiple cases with a design that supported all of them.

Variables we needed to consider were the original payment method (where the money would go back to) the processing time for each method, and the updated status' to give the user the correct information at the right time.




The edge cases represented more specific states that needed handling when either a user or our internal team would cancel a withdrawal and cases where the money that was being disbursed would need to go to multiple locations (dealing with a regulated industry can add this complexity😉)