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

1.1.1.1. http://en.wikipedia.org/wiki/Service_%28economics%29

1.1.1.2. Intangible

1.1.1.3. Perishable

1.1.1.4. Inseparable

1.1.1.5. Simultaneous

1.1.1.6. Variable

1.1.2. application to game

1.1.3. all about

1.1.3.1. brand

1.1.3.2. long tail

1.1.3.3. more profit

1.1.3.4. less risks

1.1.4. example of game services

1.1.4.1. MMOs

1.1.4.2. Online games

1.1.4.2.1. Rock Band

1.1.4.2.2. CoD

1.1.4.3. Social games

1.1.4.4. iPhone/ Android

1.1.4.4.1. Not all of them

1.1.4.5. Consoles

1.1.4.5.1. XBLA / Xbox live experience

1.1.4.5.2. PSN

1.1.5. A Matter of How and Why

1.2. service has always existed for games

1.2.1. Different form

1.2.1.1. Collector edition

1.2.1.2. Expansion packs

1.2.1.3. High score

1.2.2. Need to expand and embrace further

1.2.3. Wikipedia defition

1.2.3.1. Intangible

1.2.3.1.1. Digital

1.2.3.2. Perishable

1.2.3.2.1. When you don't play, it is not a game

1.2.3.3. Inseperable

1.2.3.3.1. Not sure on this one. No service provider so to speak. Except some instances (Arcade machines)

1.2.3.4. Simultaneous

1.2.3.4.1. Obivous one

1.2.3.5. Variable

1.2.3.5.1. 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

2.1.1.1. Key to make money, right?

2.1.1.2. Payment systems

2.1.1.2.1. Make them varied

2.1.1.3. Make it easy

2.1.1.3.1. limit choice (see above

2.1.1.3.2. Streamline the process as much as possible

2.1.1.4. clear communication

2.1.1.4.1. Invocie access

2.1.1.4.2. Example for all

2.1.1.5. Fight fraud

2.1.1.5.1. Fraud is fought through design as well

2.1.1.5.2. Stephen davis' book

2.1.1.6. Cash Shop

2.1.1.6.1. Ubiquitous

2.1.2. Login in

2.1.2.1. Username

2.1.2.1.1. Custom Username

2.1.2.1.2. Predefined

2.1.2.1.3. email address

2.1.3. Accounts

2.1.3.1. Registration flow

2.1.3.1.1. easy

2.1.3.1.2. suitable for your audience

2.1.3.1.3. Quick and contextual if possible

2.1.3.2. easy to access

2.1.3.3. Consider facebook connect

2.1.3.4. Accounts rights

2.1.3.4.1. Special powers

2.1.3.4.2. special users

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

2.2.1. Quality

2.2.1.1. English quality is often pushed in games

2.2.1.2. If Original version quality is important, why not the other languages?

2.2.1.2.1. Star Wars TOR

2.2.1.3. Quality doesn't cost much more than low quality in the end.

2.2.1.3.1. It is a matter of caring about it

2.2.1.3.2. Examples

2.2.2. Process

2.2.2.1. Need engineering

2.2.2.1.1. Whose responsability is this?

2.2.2.1.2. Who defines the features?

2.2.2.1.3. examples

2.2.2.2. Need for strong process

2.2.2.2.1. Not just the game, but also the website, the box, the announcement, all the small things that you do.

2.2.2.2.2. Start from the content creation all the way to the publishing of the content

2.2.2.2.3. examples?

2.2.3. How far to go?

2.2.3.1. Chat channels

2.2.3.2. Communication/ community

2.2.3.2.1. No hole. No process = bad things happening

2.2.3.3. Customer support

2.2.4. Why

2.2.4.1. Image

2.2.4.2. User Comfort

2.2.4.3. Retention

2.3. Game

2.3.1. Communication

2.3.1.1. Chat system

2.3.1.1.1. Features

2.3.1.1.2. Taboo/Filter systems

2.3.2. Downloading

2.3.2.1. Altitude

2.3.3. Patching

2.3.3.1. Transparent

2.3.3.2. Download in the background features

2.3.3.3. Placeholder better than not playing?

2.3.4. Installation

2.3.4.1. 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

2.4.1.1. How easy is it to report a problem?

2.4.1.2. What data are actually directly pulled from the place of reporting

2.4.1.3. 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

2.5.5.1. Can get very sophisticated

2.5.5.2. Guild "services"

2.5.5.2.1. hosted space

2.5.5.2.2. forums / sub-forums

2.5.6. Crowdsourcing tools

2.5.6.1. http://getsatisfaction.com/why/#how

2.5.6.2. https://uservoice.com/how_it_works

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