World of Warcraft In-Game Support Redesign
The following project was a redesign of the Blizzard customer support site embedded in the game World of Warcraft.
Project Overview & Goal
As World of Warcraft continues to evolve from expansion to expansion, our ability to provide support continues to evolve with it. Our goal was to Redesign our in-game support, to provide a support experience that is unique to World of Warcraft while improving self-service rate, ease of navigation, and overall usability.
Reviewing Prior Research
Leading up to this project, our team had already conducted multiple research studies on our embedded experience.
These included prior research of the World of Warcraft in-game browser (3 years prior to this project), our initial mobile support site designs, and our most recent designs for Diablo Immortal.
Players are inclined to browse and prioritize using categories
Self-services in our past designs have been difficult to find
Trending information of ongoing issues is important to players
3rd party content is leveraged often for World of Warcraft players
Analyzing Existing Data
Our focus of analyzing existing data was to understand the most common problem players experience with World of Warcraft, and how often specific support features were being used.
While most support contacts were about in-game related issues, surprisingly non-game related issues were still large contributors to contact volume
Of the legacy functionality that still existed within the in-game browser, some specific features were still being used frequently and needed to be brought into the redesign
Although our self-services were used by players, we were still receiving contacts from players that would have been eligible for automation, suggesting issues with discoverability
*Due to the confidentiality of this data, the following graph does not include real data and is just a demonstration.
How Research Informed Design
Based on our prior research, analysis of existing data, and usability testing of our proposed designs, the following design choices were made:
A promoted content bar was created to help drive players to our most used resources, including our legacy features still being heavily used
“Top Articles” provides players with the most common support topics that other players have recently contacted about
Categories were included for users that may not have gameplay issues
Self-Services were made more prominent to increase discoverability
Community content, usually recommended during our contact process, was brought forward to increase usage