BCLC - New Horizons in Responsible Gambling Conference

Elements & Impacts of Casino Design

Claudia Steinke RN, MSc, PhDFaculties of Management and Health Sciences

University of LethbridgeJanuary 29, 2014

claudia.steinke@uleth.ca

3 Take aways

Insight

Framework

Research (Elements & Impact)

Agenda

Introduction

Background

The Challenge

Evidence Based Design

Framework

The Research Study

Implications for Practice

Future Research

A bit about me

A bit about me

• Health Care– Health Care Management (Shortell et al., 2007)

• Organization Theory– Organization Design (Galbraith, 1987)

– Organizational Culture (Pettigrew, 1979; Morgan, 1986)

– Organizational Climate (Joyce & Slocum, 1982 Schneider & Reichers, 1983)

• Service Management– Service Climate (Schneider et al., 1998, 2000)

– The Service Profit Chain (Heskett et al., 1994, 1997)

• Architecture– Physical Design (Hatch, 1997, Ulrich et al., 2004)

– Hospital Design (Berry et al., 2004, Ulrich et al., 2004)

– Gambling Venue Design (Finlay etT. Al., 2006, 2007)

INTERESTS AND SPECIALIZATION

Presentation to the committeeClaudia Steinke

PhD Candidate (BUS and PADM)

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Service Design in the ER

Links in the Service Profit Chain: Operating Strategy and Service Delivery System

Heskett et al. (1997)

An integrative framework for understanding how an organization’s operational investments translate into service operations, which are, in turn related to customer perceptions and behaviours, and how these translate into profits.

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Structure Process Outcome

Links in the Service Outcome Chain

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The ER

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Center for health design

A Catalyst for Change

Through research, education, advocacy and technical assistance, The Center for Health Design supports healthcare and design professionals all over the world in their quest to improve the quality of healthcare through evidence-based building design.

Concord, California

Knowledge initiatives

What Research? Evidence-based design

Data-driven operational planning

Planning and design of new or replacement facilities

Comprehensive pre and post-project evaluation services

Innovative solutions to existing challenges

Knowledge initiatives

More Specifically? Assessing building performance

Impact of buildings on people

Understanding the process for decision-making re: buildings

Understanding the impact of the built environment in creating experiences

Understanding the influence of the built environment on outcomes

Applying the knowledge: Evidence-based Design

Building performance evaluation

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• Financial performance: Timely and accurate financial data is a priority however a sole emphasis on financial leads to an unbalanced situation with regard to the other performance dimensions.

• Physical performance: This performance dimension refers to the design and mechanized performance of buildings. Measures based on this perspective allow managers to know how well their building is performing based on a set of standards such as LEED.

• Functional performance: This performance dimension includes assessing building performance based on ‘fitness for purpose’ and focuses on providing a desired working environment for staff congruent with organizational culture and workplace standards. Poor performance in this dimension is thus a leading indicator of future decline.

• Service performance: This performance dimension provides information on the quality perception of end users (clients) in terms of the building and support for services it provides. There is an increasing realization of the importance of client focus and satisfaction. Poor performance in dimension is thus a leading indicator of future decline.

• There remains a gap between the existing research and implementation into facility design.

• Research tailored to strategic and balanced building performance is needed.R

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Healing Design

Developing Architectural Design Standards for Cancer Care

Healing Design

Developing Architectural Design Standards for Cancer Care

Phase I: Visioning WorkshopPhase I: Visioning Workshop

Definition of a Healing EnvironmentDefinition of a Healing EnvironmentA Healing Environment is: a physical setting, an organizational culture, and a system that supports patients and families through the stresses imposed by illness, hospitalization, medical visits, the process of healing, and sometimes bereavement. The goal of a Healing Environment is to engage patients in the conscious process of self-healing and spiritual growth. Spaces are designed to be nurturing and therapeutic and most importantly to reduce stress.

A Healing Environment is: a physical setting, an organizational culture, and a system that supports patients and families through the stresses imposed by illness, hospitalization, medical visits, the process of healing, and sometimes bereavement. The goal of a Healing Environment is to engage patients in the conscious process of self-healing and spiritual growth. Spaces are designed to be nurturing and therapeutic and most importantly to reduce stress.

What:What:

“Healing is the physical, mental and spiritual process of recovery, repair and renewal that increases order, coherence and holism in the individual, group and environment … A true Healing Environment should have a very real and positive impact on patient’s health and well-being.”

Salvador Ibarra

“Healing is the physical, mental and spiritual process of recovery, repair and renewal that increases order, coherence and holism in the individual, group and environment … A true Healing Environment should have a very real and positive impact on patient’s health and well-being.”

Salvador Ibarra

Why:Why:

How:How:

The Experiential EnvironmentThe Experiential Environment

Source: Huelat, B. (2007). Healing Environments: What’s the Proof? Arlington, VA: Peecapress.Source: Huelat, B. (2007). Healing Environments: What’s the Proof? Arlington, VA: Peecapress.

The move from the service level to the experiential level where patient’s expectations exceed both the medical model and service levels of care.The move from the service level to the experiential level where patient’s expectations exceed both the medical model and service levels of care.

Definition of a Healing EnvironmentDefinition of a Healing EnvironmentA Healing Environment is: a physical setting, an organizational culture, and a system that supports patients and families through the stresses imposed by illness, hospitalization, medical visits, the process of healing, and sometimes bereavement. The goal of a Healing Environment is to engage patients in the conscious process of self-healing and spiritual growth. Spaces are designed to be nurturing and therapeutic and most importantly to reduce stress.

A Healing Environment is: a physical setting, an organizational culture, and a system that supports patients and families through the stresses imposed by illness, hospitalization, medical visits, the process of healing, and sometimes bereavement. The goal of a Healing Environment is to engage patients in the conscious process of self-healing and spiritual growth. Spaces are designed to be nurturing and therapeutic and most importantly to reduce stress.

What:What:

“Healing is the physical, mental and spiritual process of recovery, repair and renewal that increases order, coherence and holism in the individual, group and environment … A true Healing Environment should have a very real and positive impact on patient’s health and well-being.”

Salvador Ibarra

“Healing is the physical, mental and spiritual process of recovery, repair and renewal that increases order, coherence and holism in the individual, group and environment … A true Healing Environment should have a very real and positive impact on patient’s health and well-being.”

Salvador Ibarra

Why:Why:

How:How:

Defining - Responsible gambling

Responsible Gaming •Is a concept that gaming and gambling operators, software suppliers and associated service providers needs to uphold to ensure their offerings uphold the highest standard to ensure a fair and safe gaming experiences that protects players from adverse consequences of gaming and gambling.

•The majority of gambling and gaming codes now require operators to ensure land-based and online gambling services are offered in a responsible manner.

•Responsible gaming covers the areas of protecting vulnerable customers, the prevention of underage gambling, protection against fraudulent and criminal behaviour, ensuring information privacy, ensuring prompt and accurate customer payment, delivering a fair gaming experience, upholding ethical and responsible marketing, commitment to customer satisfaction and ensuring a secure, safe and reliable operating environment (land based and virtual).http://en.wikipedia.org/wiki/Responsible_Gaming

Defining - Responsible gamblinghttp://www.gaming.gov.bc.ca/responsible-gambling/docs/stds-responsible-gambling.pdf

Casino design: framework for thinking

Donabedian’s SPO Model for Evaluating Quality Donabedian’s SPO Model for Evaluating Quality

Source: Explorations in Quality Assessment and Monitoring. Vol.1: The definition of quality and approaches to its assessment. Ann Arbor, MI: Health Administration Press.Source: Explorations in Quality Assessment and Monitoring. Vol.1: The definition of quality and approaches to its assessment. Ann Arbor, MI: Health Administration Press.

Structure: Conditions under which service is provided (e.g. organizational design, structure, support).Process: Activities done for the clients, including both the technical and interpersonal aspects of care.Outcomes: Refers to the client’s health status, and emphasis on the client experiences and satisfaction.

Structure: Conditions under which service is provided (e.g. organizational design, structure, support).Process: Activities done for the clients, including both the technical and interpersonal aspects of care.Outcomes: Refers to the client’s health status, and emphasis on the client experiences and satisfaction.

Underlying Theoretical FrameworkUnderlying Theoretical Framework

THE RE-DESIGN OF LAS VEGAS

http://www.youtube.com/watch?v=gL5gGe2b8CM

http://friedmandesign.com/book_contents.html

Wynn’s hotels are famous for having brought a luxurious, five-star approach to Vegas. But their real achievement may be psychological: they have remade the architecture of gaming itself. The received wisdom of modern casino design was codified by a former gambling addict named Bill Friedman in his book “Designing Casinos to Dominate the Competition.” — The New Yorker

The Role of casino design

• What is true is that we provide an escape from the humdrum of every day. Our customers enjoy , if not yearn for, for the entertainment experience we all design, build and operate – and shall do so in the future. [35, 2009]

• Gamers continue to look for experiential relief and value. [35, 2009]• Design and architecture is exactly the key. The look and feel – the

vibe. [18; 2010]• The intention of all areas is to escape the everyday world and enjoy a

beautiful resort setting.• Create an opportunity for a different experience.• Our economic responsibility is to make money for our shareholders

and for our employees. Our social responsibility is to provide a greater array of cultural, educational, residential and well-being opportunities for our community. [23; 2010]

Review of the literature

• To explore the literature to find out what research has been done that assesses the elements and impacts of gambling venue design.

• Importance:• Billions are spent on casinos each year.• Billions of dollars are spent on gambling each year.• Government legislation; guidelines for design.

• Question:• What and where is the evidence that supports gambling venue

design? How is design measured?• How do we promote responsible gambling venue design?

Objective

METHODOLOGY

• Phase 1– Searched five main

gambling-specific databases

• Australian Gaming Council’s eLibrary

• Gambling Research Australia’s Gambling Research Database

• AGRI DSPACE Repository @ the University of Calgary

• Gambling Research Database

• Problem Gambling Library (New Zealand)

• Phase 2– Searched traditional

databases• ABI/INFORM Global• Academic Search Complete• Business Source Premier• Cochrane Database of

Systematic Reviews• DARE (EBM Reviews)• Emerald Insight• Google Scholar• Medline• Proquest• PsycINFO• Science Direct• Sociological Abstracts• Web of Science.

Categorization

findings

http://juliacarcamo.files.wordpress.com/2012/06/img_0073.jpg

Friedman’s Gaming Design

http://bloximages.chicago2.vip.townnews.com/pressofatlanticcity.com/content/tncms/assets/v3/editorial/c/58/c58111c9-fa88-5a48-8ac8-b8bfea8f95f0/4f690d4a4f98d.image.jpg

Kranes’ Playground Design

Findings: ambience

• Ambience / Atmosphere– Floor layout and theme are significant aspects of

casino atmospherics for customers. Casino atmosphere might have a narrower construct that casino operators believe. (Mayer & Johnson, 2003).

– Theme, floor layout, employee uniforms, ceiling heights, noise level (Johnson, Mayer & Champaner, 2004).

Findings: color

• Colour– High information, varied colour schemes reduced at-risk gambling intentions

(Finlay et al. 2010).• No cost to restoration or pleasure• Only for gaming design• The color orange has a greater impact on feelings of arousal than green

(Dijstra, Pieterse, Pruyn, 2008).• Red has been found to increase arousal, heat rate, blood pressure• The color green/yellow has the lowest number of positive responses

because it is associated with vomit and elicited feelings of sickness and disgust (Kaya & Epps, 2004).

• The color green is positive for eliciting emotions such as relaxation and comfort because it reminds people of nature; stress reducing effects (Kaya & Epps, 2004).

Findings: LAYOUT

• Layout– Location of slot machines affects performance.

• Increased performance– Core slot sections

» High traffic volume, accessibility, visibility and bordering table games (Lucas et al., 2004)

– Bordering major aisle (Lucas et al., 2004; Lucas & Dunn, 2005)

– End-unit slot machines (Lucas et al., 2004; Lucas & Dunn, 2005)

– Program/themes increased performance levels (Lucas et al., 2004; Lucas & Dunn, 2005)

– Under 45-foot ceilings vs 12-foot ceilings (Lucas et al., 2004)

Findings: LIGHTING

• Lighting– Flashing lights increased irresponsible gambling

intentions (Finlay et al., 2007).• Increased disordered gambling (Peller et al., 2008).• Static lighting less harmful (Finlay et al., 2010).

– Red Light• Red light with fast tempo music produced faster

betting speed (Spenwyn et al., 2010).• Gambled more money, more often, and selected

riskier odds than those exposed to blue light (Stark et al.,

1982).

Findings: music

• Music– Increased at-risk gambling intentions in playground design and

decreased for gaming design (Marmurek et al., 2007).– Faster betting speed under high tempo music (Dixon et al., 2007;

Spenwyn et al., 2010).• Less time to contemplate stopping. Larger profit for casino.

– Predicted that gambling environments without music limit arousal, focus on losses and lower concentration levels (Griffiths & Parke, 2005).

– Sedative music exposed to gamblers result in longer gambling times compared to stimulative music (Leamen, 2008).

– Supermarket Setting (Milliman, 1982).• Fast tempo music increased average gross sales.• Slow tempo music slowed in-store traffic

– Music influences estimates of waiting time depending on familiarity and tasks given (Bailey & Areni, 2006).

Findings: SIZE & CROWDING

• Venue Size– Crowded casino increased irresponsible

gambling intentions (Finlay et al., 2007).• Sparsely crowded casinos result in higher levels of

irresponsible gambling intentions for females (Finlay et al.,

2010).

Findings: temperature

• Temperature– Complex cognitive tasks impaired in hot

conditions (Gaoua et al., 2012).

Findings: wayfinding

• Wayfinding and Signage- Clear signs are important to know how to find

betting opportunities and facilities (Cockrill et al., 2008).- Many signs and brochures are provided to

encourage responsible gambling but there is no research on the effectiveness of such signs (Hing & Dickerson, 2002).

implications

• Some research assesses the design elements of gambling venues.– Some evidence how these design elements impact people

and organizations.• Gambling behaviour• Gambler well-being• Casino Profits?

• Illustrates need for further research,

• Need for theory / underlying philosophy for Responsible Gambling Venue Design.

Integrating evidence into casino design

Research and knowledge are key to intelligent design … understanding trends and acquiring evidence is crucial to what we do.

We have to move beyond opinions and preferences to integrating evidence.

We need to be dedicated to researching and evaluating design innovations in industry and integrating evidence within the design process.

Thank you for your time.