作者：Sethlans Vayu

在手机应用和游戏已经达到饱和的市场中，快速和高效能够提升你的用户体验。我们便致力于创造更出色的用户体验，并努力去预测那些不能够预测的内容。新技术以及不断扩展的游戏和应用库也进一步强调了通过用户体验（CE）去突显自己的必要性，即确保你能够提到任何用户的声音并支持玩家的需求。

从本质看来CE是具有反应性的，市场对它的需要也变得更加迫切。我们不具有预测未来并分析可能出现什么问题的设备，但这并不意味着我们不能明确我们所能够覆盖的对象。

在本文中CE将是关于角度与回应。如果你的用户遇到一个问题，这便是一个很好的机遇。你将意识到一个你并不知道的问题并能够事先去解决它。在一个短暂且关键的时刻，“玩家第一”的心态将超越用户体验，他们也将知道自己便是你的宇宙的核心。这时候你将知道问题所在，并且你也将清楚如何在之后去解决这一问题。

这是让你能够向用户展示你听到他们的声音的机会。你还必须牢记有时候你不能提供给用户他们所喜欢的答案，这种情况是不利的。所以这时候你最好什么都不要做。同时一些指南将在此派上用场。以下三大元素将影响着用户对于你的回应的满意度：

回应时间（游戏邦注：或者说是“第一次接触”的时间）

回应本身

回应的方式/语气

你至少需要将其中的两点作为你的服务标准。当然了你不可能总是说些别人想听到的话，所以你最好能够即时做出回应并使用谦虚的语气，如此你便更有可能取悦用户，这样的结果也将胜于你给予用户他们想听到的答案但却过迟做出回应。

现在让我们从用户转向办公室：内部交流。你将会听到一些简单但却很有影响力的问题，这也将能够检验你是否做好准备以及将具有何种潜力，例如：

这一架构与另一个架构有什么区别？

它们是否会改变过去玩家所接受的任何内容？

它们是否将检测可能影响游戏玩法或玩家所接受的内容的内容？

而这些问题的目标其实很简单：尝试着去理解游戏的发展过程并且是作为玩家与开发团队间的交流。俗话说得好“不要画蛇添足”，但CE也不应该妨碍任何改变，它只能作为一种引导力量。用户对于开发团队的目标的反应在决策制定过程中非常重要，但如果没有强大的CE的存在，用户的反应便是无用的，如此你便会错失与用户交流的机会。

这也将引出我们今天所谈论的最后内容：游戏评论。评论总是能够告诉我们怎样做才能去取悦用户。

review(from e8t)

评论所引起的问题通常都不是真正的问题，但即使如此也还是具有不确定性。让我们举个例子来说吧，一款游戏可能因为稳定性，设计，图像等方面变得很出色，但对于某些人而言，游戏的规格可能过大了。也许某些人所能接受的下载规格在其他人看来会太大。这也是源于网络易用性和下载成本，你将会发现在不同国家，人们能接受与不能接受间的差距非常大。突然间，从CE角度上来看我们将面对一些需要思考的新内容，并且我们也将传达给团队成员更多信息。我们需要认真去听取那些愿意花心思玩游戏的人的看法。

（本文为游戏邦/gamerboom.com编译，拒绝任何不保留版权的转发，如需转载请联系：游戏邦）

Customer Experience – Voice of the Player

by Sethlans Vayu

In a saturated market of mobile apps and games, the necessity for fast and efficient help for your customers becomes an ever escalating task. We aim to drive better customer experience, to predict what cannot be predicted. New technology and the vast expanding library of games and apps available further emphasizes the need to ensure that you stand out, with Customer Experience (CE) on the ready to ensure that any customer buy-in is met with the voice and support the gamer needs.

It’s a no brainer…CE is reactive by nature, but the need for it to be more encompassing has become essential. We lack the facility to predict the future and see what issues may arise, but it doesn’t mean we can’t do what we can to ensure our bases are covered.

Let’s cover those bases and start with your bread and butter…tickets. This part of CE is all about perspective and response. If one of your customers has a problem, this a great opportunity. You are made aware or an issue you never knew existed and get the chance to smash it on the head…and for a brief but pivotal moment the “player first” mentality take over the customer’s experience, and they know they’re the centre of your universe! No longer are you (or they) in the dark about the issue at hand, and if it is not unique to that customer, you’ll know how to address the issue with future tickets.

Tickets are an opportunity given to your company…your time to shine, to show customers they will be heard. Keep in mind too that sometimes you won’t give a customer the answer they’ll like…and it can’t be helped. You will always find situations where you can simply do nothing. This is when some fairly crucial guidelines come into play. There are three things that have a massive influence over a customer’s satisfaction regarding your response:

Response time (or ‘first touch’ time)

The response itself

The manner/tone in which the response is given

Aiming to nail at least two out of those three will see your service standards in a good place. You won’t always tell someone what they want to hear, but give them a prompt answer and a courteous tone, and you’re more likely to have a happy customer, as opposed to one that got what he wanted but only after a delay with a dismissive response.

Now let’s move from the customer to the office to cover another base: inter-office communication. Some fairly simple but powerful questions can be asked to not only determine how prepared you are for tickets you may have now, but also for any potential tickets to come…such as:

What is the difference between this build and the next one?

Are they changing anything that has in the past been received well by players?

Are they experimenting or trialing anything that could impact gameplay or player reception?

The common goal with these questions is simple: try to get an understanding of what is going to happen to the game, and act as the players’ voice to the dev team. The old adage “if it isn’t broken, don’t fix it” springs to mind, but CE should never act as a deterrent for change, only guide it as best as it can. A customer’s reaction to a dev team’s goals are of massive importance when making decisions, but this cannot be factored in without a strong CE presence, so if you’re not there…you’re missing a chance to speak for your customers.

This in turn leads to the final base we’ll touch on today: game reviews. Tickets we can address, and sure we can be there when the dev team starts doing their thing to be sure they get the best guidance possible…but reviews (en masse) can often tell us more about what would make our customers happy over what any ticket might.

The nature of tickets tends to be that of singular issues that affect a player in a specific/definitive way. Issues that arise in reviews can often be things that aren’t problems but are problematic nonetheless. Looking at an example…a game could be great in every way – stability, design, graphics – but for some people…the game is a little heavy in size. What is perceived as an acceptable download size by some, could be seen as enormous to others. Often this can be due to internet accessibility and download cost, and you’ll find that from country to country, the gap between what is and isn’t acceptable is broad. Suddenly, we have something new to consider from a CE perspective…more information to pass on to the team. The game isn’t broken, but people who have invested are speaking, and we need to listen.

Another old adage springs to mind… ”You can’t make everyone happy”. This is true, but for a CE team to be truly worth their weight, that should never stop them from trying.（source：Gamasutra）