Service Design

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Service Design by Mind Map: Service Design

1. intro Defining Service

1.1. Defining service

1.1.1. Wikipedia def Intangible Perishable Inseparable Simultaneous Variable

1.1.2. application to game

1.1.3. all about brand long tail more profit less risks

1.1.4. example of game services MMOs Online games Rock Band CoD Social games iPhone/ Android Not all of them Consoles XBLA / Xbox live experience PSN

1.1.5. A Matter of How and Why

1.2. service has always existed for games

1.2.1. Different form Collector edition Expansion packs High score

1.2.2. Need to expand and embrace further

1.2.3. Wikipedia defition Intangible Digital Perishable When you don't play, it is not a game Inseperable Not sure on this one. No service provider so to speak. Except some instances (Arcade machines) Simultaneous Obivous one Variable Each experience is unique, that's the nature of games

1.3. Disclaimer § May not be true for other people definition of a service

2. Practical View on Service\rDesign § What can you\rdesign

2.1. Account Management

2.1.1. Billing Key to make money, right? Payment systems Make them varied Make it easy limit choice (see above Streamline the process as much as possible clear communication Invocie access Example for all Fight fraud Fraud is fought through design as well Stephen davis' book Cash Shop Ubiquitous

2.1.2. Login in Username Custom Username Predefined email address

2.1.3. Accounts Registration flow easy suitable for your audience Quick and contextual if possible easy to access Consider facebook connect Accounts rights Special powers special users

2.2. Localisation (how is this part of the service?)

2.2.1. Quality English quality is often pushed in games If Original version quality is important, why not the other languages? Star Wars TOR Quality doesn't cost much more than low quality in the end. It is a matter of caring about it Examples

2.2.2. Process Need engineering Whose responsability is this? Who defines the features? examples Need for strong process Not just the game, but also the website, the box, the announcement, all the small things that you do. Start from the content creation all the way to the publishing of the content examples?

2.2.3. How far to go? Chat channels Communication/ community No hole. No process = bad things happening Customer support

2.2.4. Why Image User Comfort Retention

2.3. Game

2.3.1. Communication Chat system Features Taboo/Filter systems

2.3.2. Downloading Altitude

2.3.3. Patching Transparent Download in the background features Placeholder better than not playing?

2.3.4. Installation Altitude

2.3.5. Matchmaking

2.3.6. Leaderboards

2.3.7. achievements

2.3.8. Shards

2.3.9. Access of the service

2.4. QA/ testing

2.4.1. Involved the community How easy is it to report a problem? What data are actually directly pulled from the place of reporting Test environment

2.4.2. Inform the community

2.5. Community

2.5.1. Forums

2.5.2. FB integration

2.5.3. Twitter

2.5.4. Buddy List

2.5.5. Guild design Can get very sophisticated Guild "services" hosted space forums / sub-forums

2.5.6. Crowdsourcing tools

2.5.7. Wiki

2.5.8. MODs

2.6. Web

2.6.1. Armoury

2.7. Marketing/CRM

2.7.1. Newsletter

2.7.2. Customer interaction

2.8. Business Model

2.9. Legal?

2.10. Communication

2.10.1. IM

2.10.2. Messaging

2.10.3. MOTD

2.10.4. Chat channels

2.11. Customer support