IndieCade 2017: Turning Upset Customers into Super-Fans: Honest Customer Support for Game Devs
Oct
6
5:00 PM17:00

IndieCade 2017: Turning Upset Customers into Super-Fans: Honest Customer Support for Game Devs

Brian spoke at IndieCade 2017 in Los Angeles, CA on Customer Support for Indie Game developers. See below for slides.

Talk Description

After a game’s launch, customer support is often viewed by developers as an annoying source of frustration that just grows worse with a game’s popularity. In this session, attendees will learn how to flip this idea on its head -- exploring how practicing honest, empathetic customer support turns support requests into valuable moments of community growth.

Attendees will:

- Closely examine how the language and tone used in response to requests can cause or resolve misunderstandings and frustration, and learn how to avoid making these mistakes.
- Hear real support war stories from the Steam early access launch of Clone Drone in the Danger Zone, including a peek inside our “trophy room” of the most heartwarming notes from now-happy customers.
- Learn how to coordinate support responses on teams of any size, without eating up your limited time and attention.
- Discover what self-serve support options and documentation to offer your players, so the overall volume of support requests decreases without sacrificing the quality of player experience.
- Consider how release planning and communication can help ameliorate player concerns.
- Review available technical solutions to common problems plaguing games with a high volume of support requests -- how to figure out exactly how common a given crash is, and how to diagnose issues you can’t reproduce yet.
- Finally answer the question, “how should we respond to negative reviews, if at all?"

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SeleniumConf 2016: Continuously Testing Online, Interactive Curriculum at Code.org
Nov
15
3:55 PM15:55

SeleniumConf 2016: Continuously Testing Online, Interactive Curriculum at Code.org

Brian spoke at SeleniumConf 2016 in London, UK on Continuously Testing Online, Interactive Curriculum at Code.org

Uploaded by SeleniumConf UK on 2016-11-16.

Description

Brian Jordan will give a tour of Code.org’s continuous, automated cross-browser and visual testing suite—the challenges of building for the classroom, the technologies used to test Code Studio and the Hour of Code, and the team-wide lessons learned (and bugs found) along the way.

Code.org is a non-profit dedicated to expanding access to computer science, and increasing participation by women and underrepresented students of color. Their vision is that every student in every school should have the opportunity to learn computer science. Code Studio—Code.org’s free, online computer science curriculum platform—has over 200,000 teachers have signed up to teach intro courses, and over 5,500,000 enrolled students. Students play through curricula of increasingly challenging puzzles, featuring kid-favorite characters from Minecraft, Angry Birds and Star Wars.

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CSSConf 2016: No Bugs in Sight: Continuous Visual Testing at Code.org
Sep
26
4:00 PM16:00

CSSConf 2016: No Bugs in Sight: Continuous Visual Testing at Code.org

Brian spoke at CSSConf 2016 in Boston, MA about using his experience using visual comparison within the continuous integration system at Code.org in order to detect visual bugs during web development.

Uploaded by BocoupLLC on 2016-09-30.

At Code.org, automated cross-browser visual testing plays a vital role in maintaining stability and catching regressions. Learn how they test their their visually-intensive, interactive curriculum from Brian Jordan. In this talk, Code.org's Brian Jordan will describe the evolution of their continuous, cross-browser automated testing suite, including a year's worth of lessons learned from visual regression tests in the wild.

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