Diablo Immortal Mobile Support Design
The following project shows research I conducted with my team to inform the designs of Blizzard's first mobile support experience.
Project Overview & Goal
With the release of Diablo Immortal, our team was tasked with creating Blizzard’s first mobile support experience. Our goal was to create a seamless mobile support experience that provided players with critical support information, allowing them to self-service common game problems.
My Research Process
Before starting this project, I completed a competitive analysis where I documented prominent video game titles and their customer support process.
Some information we looked to compare across companies included:
Did competitors offer a category system to filter support issues?
Did the support experience start with an automated agent?
Could you contact support through specific channels such as web ticket or phone?
How many clicks would a user have to take before they could open a ticket?
Did this number of clicks change depending on the type of issue?
Based on the competitive analysis, designers created early prototypes which I then collect user feedback to iterate on our designs.
To conduct testing, I was responsible for finding participants in the local area, scheduling each person, and leading the usability sessions to collect feedback.
For testing we used Morae to stream sessions to the team who watched sessions from another room. Elgato game capture was used along with multiple webcams to observe the users screen, their hand movements, and their reactions to the design.
When designers had completed high fidelity prototypes, I conducted usability studies to evaluate new design changes.
During this process I held the same responsibilities as when we prototype tested. Participants completed the same tasks from our initial testing, but also some additional ones to test new functionality.
How Research Informed Design
Based on our research findings, the following design choices were implemented:
Early on, we found that users expected their game to pause when they opened support. As developers did not plan to pause the game, we worked to create a warning screen for players.
A promoted content bar was placed up front in the experience to help users navigate to popular game issues and features.
Like competitors, a category navigation system allowed users to quickly navigate to topics related to their problem and find relevant support articles.