Client
Global video game publisher
The challenge
Account recovery, missing content, and technical problems can interrupt play. The client needed to understand where support broke down and which changes would help players get back to their games.
How we approached it
Using Lens Engage, we gathered feedback from casual and frequent players alongside frontline support advisors. We compared support experiences across gaming and subscription services, then tested ideas including chatbots, in-game help, and mobile handoffs.
Advisor feedback helped us assess whether proposed changes would also work for the teams handling support requests.
What the research informed
We developed business cases and a design roadmap for self-service and in-game support, including the internal tools advisors would need.