免費遊戲中3大最糟糕的遊戲體驗

作者:Joshua Dallman

如果你想爲玩家創造真正有趣的體驗,你不僅需要掌握如何做到這點—-即關於遊戲機制,故事,展示層,互動設計,同時你也必須瞭解可能會阻礙你做到這點的大陷阱。本文便是關於三個最有可能破壞免費遊戲中玩家樂趣的陷阱。

發生故障

out of order(from gamasutra)

out of order(from gamasutra)

即在玩家加載遊戲時,加載頁面卡住不動。或者玩家通過加載頁面後,並開始加載遊戲玩法時,遊戲突然奔潰了。再或者是玩家加載遊戲時,遊戲要求玩家更新,當玩家更新後,遊戲卻又出現卡住,奔潰或不再加載的情況。現在玩家不得不使用外部資源和鏈接等方法去聯繫你們的支持團隊,他們可能會使用與自己遊戲賬號不同的電子郵件地址寫郵件告訴你問題所在,不斷等待着你的回覆,並且這時候的他們不能再玩你的遊戲,而這將導致他們鬱悶地選擇你的競爭對手的遊戲。

如果你是免費遊戲設計師或管理者,並且你的產品正遇到這種問題,你就應該暫時放下手上的一切工作並專心解決這一問題。如果這種情況發生在你的1%玩家身上,你需要考慮如果問題一天天持續下去的話你可能會因此失去多少玩家。你還要考慮到玩家變成付費玩家的轉換率可能會大大降低,這是不容忽視的問題。

這不只是QA和工程師能夠解決的問題了,還需要CS(售後服務)的加入。你的加載頁面上是否設有一個CS系統,如此玩家便能在到達加載頁面但卻不能加載完整遊戲的時候聯繫你們。這也讓玩家能夠將自己的ID和設備信息發送給CS以幫助他們更有效地追蹤問題。你是否在加載頁面上添加了服務器中斷通知?最佳服務便是最直接的服務—-即在玩家聯繫你之前便告知他們問題所在。你是否設置了告知玩家主要服務器中斷的推送通知?千萬不要等到玩家上網搜索如何報告故障,否則你只會失去這些玩家。你應該搶在他們前面發現問題並解決問題。

這便是你可能呈現給玩家的最糟糕的體驗。這就像是在玩家最喜歡的遊戲前掛着一個“出現故障”的牌子。而在你解決了問題後,玩家可能再也不想回到遊戲中了。

缺少信用

當玩家加載了遊戲後,他們卻發現自己之前擁有的付費貨幣,貨幣,道具,XP或級別不見了。也就是說,玩家花錢購買了付費貨幣,但是遊戲並未守信用給予他們貨幣。

再一次地這也不只是QA和工程師能解決的問題,你的CS仍然很重要。玩家需要報告給開發者(遊戲邦注:在遊戲中自動發送他們的ID和設備信息)他們丟失了什麼以及何時丟失了這些東西。CS應該使用工具幫玩家找回這些貨幣和道具。他們也必須相信玩家真的擁有他們所屬的貨幣或道具。

除此之外,如果你只是還給玩家他們丟失的東西而未給予額外補償,你便可能失去這些玩家。就像當我去飯店吃飯,服務員端來了一碟燒焦的食物,並讓我再多等20分鐘時,我便會期待他能送我一塊免費的派或下次用餐可使用的優惠券—-這才能補償我爲此所浪費的時間,並且傳達出低於標準水平的體驗是內容提供者的過失。

這是你可能呈現給玩家的第二糟糕體驗。這就像是收了玩家的錢但卻不讓他們玩一樣。這會讓你有何感受?

控制失靈

當玩家加載了遊戲時,他們卻因爲一個平衡問題,協調問題或遊戲設計問題而不能執行某些行動。也就是說,客戶端不能及時回饋玩家的互動,或者不夠精確,並給出玩家並未作出的互動,如消費付費貨幣。

再一次地,QA和工程師能夠最終阻止並解決這些問題,但CS卻能夠解決當下最緊迫的問題。如果你能在玩家報告問題前便解決好問題,你便更有可能留住玩家並阻止他們選擇擁有完好控制的你的競爭對手。控制失靈將重擊遊戲和玩家間的信任—-玩家總是希望自己輸入的內容是準確的,而如果遊戲未能實現他們的這一願望,他們便會不再相信你的產品擁有最基本的功能。

這是你可能呈現給玩家的第三大糟糕的體驗。這就像安置了一個失靈的射擊按鍵而導致玩家死亡一樣。當你在玩這樣的遊戲時你會有何感受?如果沒有任何人出面解決這一問題的話你又會作何感想?

解決方法

service(from gamasutra)

service(from gamasutra)

對於這三大糟糕的情況,QA將會是阻止它們的最佳方法,並且這能讓CS注意到那些瞞過QA並出現在最終遊戲中的破壞控制的大問題。

對於這些最致命的陷阱,留住用戶和利潤的最重要角色不是設計師,項目經理,製作人和工程師,而是QA和CS這些經常被忽視或低估的工作。但在這裏它們卻是決定你的產品的成敗的關鍵。而這裏存在的唯一一個問題是,你服務玩家的頻率,質量和準備性如何。

本文爲遊戲邦/gamerboom.com編譯,拒絕任何不保留版權的轉發,如需轉載請聯繫:遊戲邦

Three Biggest Ways to Fail Players in Free-to-Play Games

by Joshua Dallman

If you want to create fun experiences for your players, you have to know not only the best ways to do that – game mechanics, story, presentation layer, interaction design – but also the biggest pitfalls that can block that. This is a short article about the top three biggest pitfalls to player fun in free-to-play games. The critical disciplines in preventing and assuaging them may surprise you.

We’ll start with the worst player experience you can possibly deliver first:

OUT OF ORDER

The player loads your game, and the loading screen freezes. Or the player gets past the loading screen, and as the gameplay area loads, the game crashes. Or, the player loads the game, it requests the player update, the player updates, and now the game freezes, crashes, or doesn’t load. The player now has to hunt down your support team using external resources and links, write to you about their problem with an email address disconnected from their game account, wait for the reply, all the while being unable to play your game, inevitably driving them to your competition to get their gaming-fix.

If you are a designer or manager in free-to-play games and this is happening in your product – RED ALERT, RED ALERT! Drop everything you are doing and fix this problem. If it is happening to even 1% of your players, consider how many players you may churn and lose, forever, every day the problem continues unresolved. Consider that your conversion to paying players may be a similarly low percentage, and you don’t dismiss their importance.

It’s not just QA and Engineering that will come to the rescue of this situation, it is CS (Customer Service). Do you have a CS system that is accessible from the loading screen, so that players can contact you if they can at least get to the loading screen but fail to load the main game? This will allow the player ID and device information to be sent to CS for more direct tracking of the issue. Do you have service outage notices that can display from your loading screen? The best service is immediate service – notification of issues before the player has to contact you. Do you have push notifications to inform of critical service outages? Don’t make players google you to find how to report outages, or you have failed that player. Be integrated and ahead of them.

This is the worst experience you can give a player. In an arcade, it’s like hanging an “out of order” sign over the player’s favorite game that they came there just to play. After a few days of checking, they may not bother to come back.

NO CREDIT

The player loads your game, and they find that they are missing premium currency, currency, items, or even XP or levels that they had before. Alternately, the player purchases premium currency, their money is deducted, but the game does not credit them for the purchase.

Here too it is not just QA and Engineering that will fix these problems – it is your CS that is critical. Players need to be able to report, from inside the game and with automatic sending of the player ID and device information, what is missing and when it came up missing. CS should have a tool to credit players back these currencies and items. They should trust if the player really had said currency or item in the first place and err on the side of self-reporting, with only a cursory check for gross and obvious abuse.

In addition, if you are only giving back what was missing with no bonus for their trouble, you are failing the player. When I go to a restaurant and they serve me burned food, I expect more than the properly cooked version another twenty minutes later – I expect a free slice of pie, or a high-value coupon for my next visit – something that acknowledges that my time was just wasted and that a sub-par experience was just delivered and it was entirely the content provider’s fault. Do the same.

This is the second-worst experience you can give the player. In an arcade, it’s like taking the player’s quarter then not letting them play. How would that make you feel? How would you feel if instead of an arcade attendant to immediately refund your quarter, you had to write a letter to a company three states away and wait for a check?

BROKEN CONTROLS

The player loads your game, but they are unable to perform a certain action, due to a balancing problem, tuning issue, or game design problem. Alternately, the client is slow to react to player interaction, or is overly or under-precise, and registers an interaction that the player did not make, such as spending premium currency that the player never made an interaction for.

Again, QA and Engineering will ultimately prevent and resolve these issues, but it is CS that will resolve the immediate problem at hand. The faster you close the loop on that resolution between the time that the issue was reported, the greater chance you have at retaining the player and not having them move to a competing product that isn’t perceived as having broken controls. Broken controls strike at the heart of trust between a player and game – they expect their inputs to be registered and accurately, and when they don’t they lose all confidence in your product’s ability to perform the most basic functions.

This is the third-worst experience you can give the player. In an arcade, it’s like having a broken shoot button which technically allows the player to play, but forces them to die. How would you feel about your time and your quarter playing such a game? How would you feel if there was no arcade attendant to address your issue?

COMMON THREAD

The surprise to all three worst-case scenarios is properly investing in QA (and not rushing your product or its updates out) is the best way to prevent these issues, and properly giving attention to CS (and empowering them to treat customers like royalty) is what will do the most significant damage control once something has slipped past QA and is in the live game.

By this perspective of the top pitfalls, the most important disciplines to retain customers and make money aren’t game designers, PM’s, producers, and engineers, but rather investing in QA and CS which are often over-looked or seen as “secondary tiers” in their level of importance. They are not – they are critical first-tier disciplines that will make or break your product. Free-to-play games are hugely complex, and they will break. The only question is how often, how bad, and how prepared are you to serve your players when they do.(source:gamasutra)