Games Help Center
King. 2017

Problem to solve

A single and consistent mobile  support center for all the games.

Studies show that around 80% of people would rather find solutions by themselves than contact a customer service representative. The Help Center is an in-game product that allows players to obtain Self Service Customer support without leaving the game.

The players can search the Knowledge Base for a solution, or they can report their issue to the Customer Service department, either the game’s customer service department or King’s Customer Service.

My role

• I participated on the concept, ideation and research running workshops to get insights along with the player support team.
• I conducted lots of interviews with the player support agent and main product stake holders and manager.
• I worked on the first user flows and user stories as well as the interaction visual design following the King style guides.
• Lots of user testing from mocks using Sketch and Invision.

Achievement

• The amount of support cases reported to King’s Customer Service has decreased by around 60%.
• It has been adopted for all the King games.