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Customer Service Blog


3 Quick Tips for Creating Great Player Experiences

by Tara J. Brannigan | March 11, 2019

With the rising cost of user acquisition, never has considering the full Player Experience been so critical to success. By understanding the holistic player journey, from install to churn out and/or uninstall, you form a picture of how you can make improvements and a better overall experience for the real-world Players that love what you do. Here are a few quick tips to get you started! 



#1 – It’s Not About You

Creating great player experiences requires that you consider who your player is and what will work best for them. It’s easy to fall into the trap of believing that your players will respond the same way as you do to any given content update, feature, or community engagement piece. Your Player base is made up of a variety of individuals and taking too narrow a view of who they are and what they like will blind you to friction points and opportunities alike. 

Building great player experiences requires stepping outside of what you want and understanding how it will be perceived by someone else. This is trickier than it sounds but worth the effort. Why artificially limit your chances of success by narrowing your view of your Players down to what you see in the mirror each day?



#2 - Know What You’re Trying to Accomplish

Building a great Player Experience doesn’t happen by accident. As with any part of the development process, it requires planning, iteration, and effort. With Player retention being critical to success, understanding what you’re trying to accomplish before you set about building it should absolutely be a core pillar of your development process. 

Ask yourself: 

  • What’s the experience we’re trying to create?
  • What does the Player get out of it?
  • What do we get out of it as a business?
  • How do we measure success? 

Being able to answer these four questions will give you insight into not just how to build great Player Experiences, but also how you will measure the ROI of your efforts. Don’t know how to answer these questions? Make sure you have people on your team who do, and who are invited to weigh in on this, and other decisions that impact the player experience.  



#3 - Establish Ground Rules 

Anytime you’re creating spaces in which players can interact with one another, no matter how limited, you must establish rules for participation. For any instance in which you’ve enabled the ability for one player to engage with another, you should consider the Worst Person Ever scenario. Simply put, what would the ‘worst person ever’ do in this situation to abuse or otherwise harm the person on the other end? From there, you will better understand what risks you’re taking, and identify solutions, either technical or moderation focused, that will better protect your players from harm. 

Not establishing ground rules for participation all but ensures a terrible player experience. Setting clear expectations around behavior and usage not only draws clear lines in the sand around. 

Have a question about Customer Support, Community Management, or the larger Player Experience you’d like to see us covering in a future blog post? Drop us a line in the comments below or through our social media channels @5CA_Global on Twitter, our Facebook page, or on LinkedIn!


You might also like:

The Care and Feeding of Your Player Experience Team(s)

4 Reasons Why Outsourcing Social Media is Right for Your Company

How to Measure Added Value through Social Customer Service

Tara J. Brannigan

Tara J. Brannigan

Tara is the Community Lead, and one of several Client Service Managers at 5CA. In addition to having an overly long job title, Tara is a US expat living in the Netherlands. She spends her free time playing video games, posting too many cat pics on Twitter, reading, and making jewelry.

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