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How does our feedback work

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Icykill_'s Avatar


Icykill_
06.21.2017 , 09:07 PM | #91
Quote: Originally Posted by Deewe View Post
Hi Keith,

you guys put quite some emphasis on the influencers. Guess as many other and certainly less vocal players, I would really be interested in having the full list of influencers so we can truly get how we are represented.

Thanks.
I too would like to know this.
How many influences are there and who influences them?
Is it possible for us to influence them into representing us more and not just themselves?
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KeithKanneg's Avatar


KeithKanneg
06.21.2017 , 09:57 PM | #92 Click here to go to the next staff post in this thread. Next  
Wellll...I was just going to sit back and read all the discourse, but both Eric and Charles committed me to posting tonight about feedback, so with it getting late here in Texas, I figured OK, stop reading and start typing.

Since Eric already explained where we get feedback and essentially how we use it, let me provide some perspective about what I look for and what's important to me.

Specific ideas about gameplay improvements
Ideas on how we can enhance existing game features
Conversations about Gearing, Class Balance
Details about likes and dislikes about an area or type of content
How we can improve communication and provide better insight
Kudos for the team when we do something right
Constructive criticism when we don't do things right. Note I tend to read everything, while disregarding rants or dumping on the dev team as I don't find it helpful
Virtually all of the comments in our discussion threads

You get the idea...truth be told, I don't have time to read everything, but I also get messages from a variety of people using social media, email, LinkedIn, forums, and PMs. With the exception of PMs I try to to personally respond back to every one of them in a timely matter (sometimes right away). PMs - honestly, I have so many I can't possibly answer them. What I've decided to do with those is simply read and pass them along to someone on my team to review and decide how to handle. You won't get direct response, but the details will be communicated to the team, and hopefully, you'll notice something you've suggested has been implemented.

I like how Xo-Lara put it about minor changes can get added in quickly, but major changes need to be worked into our pipeline. Yep, that's exactly right!

From all the messages I have received and reading many posts here on the forums, it's quite apparent the change in communication has been greatly appreciated. Internally, there's also an increased willingness to provide you with better insight about how and why we made a decision and to ask your opinions. Personally, I like seeing this happen and look forward to fostering even more communication.

So, what does any of that have to do with "How does our feedback work"? Everything. Specifically, I leverage all the feedback you provide, I personalize it by blending it into how I play the game, then I communicate it to the Dev Team, and I follow up to see how best to respond, determine the priority of the request, add it to the backlog, or adjust the schedule to incorporate the change into the game. But, we all know talk is cheap and until there's action behind our words, skepticism remains. I'm OK with that!

--Keith-
Keith Kanneg | Game Producer
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QuinlanSaathis's Avatar


QuinlanSaathis
06.21.2017 , 10:09 PM | #93
Quote: Originally Posted by KeithKanneg View Post



You get the idea...truth be told, I don't have time to read everything, but I also get messages from a variety of people using social media, email, LinkedIn, forums, and PMs. With the exception of PMs I try to to personally respond back to every one of them in a timely matter (sometimes right away). PMs - honestly, I have so many I can't possibly answer them. What I've decided to do with those is simply read and pass them along to someone on my team to review and decide how to handle. You won't get direct response, but the details will be communicated to the team, and hopefully, you'll notice something you've suggested has been implemented.
Keith
I have to take exception to this part.
I was told by your Customer Service when I called to contact one of you via the forums.
No one responded.

You can't have your CS use this as a legitimate answer if there is no response at your end.

Icykill_'s Avatar


Icykill_
06.21.2017 , 10:12 PM | #94
Quote: Originally Posted by KeithKanneg View Post
Wellll...I was just going to sit back and read all the discourse, but both Eric and Charles committed me to posting tonight about feedback, so with it getting late here in Texas, I figured OK, stop reading and start typing.

Since Eric already explained where we get feedback and essentially how we use it, let me provide some perspective about what I look for and what's important to me.

Specific ideas about gameplay improvements
Ideas on how we can enhance existing game features
Conversations about Gearing, Class Balance
Details about likes and dislikes about an area or type of content
How we can improve communication and provide better insight
Kudos for the team when we do something right
Constructive criticism when we don't do things right. Note I tend to read everything, while disregarding rants or dumping on the dev team as I don't find it helpful
Virtually all of the comments in our discussion threads

You get the idea...truth be told, I don't have time to read everything, but I also get messages from a variety of people using social media, email, LinkedIn, forums, and PMs. With the exception of PMs I try to to personally respond back to every one of them in a timely matter (sometimes right away). PMs - honestly, I have so many I can't possibly answer them. What I've decided to do with those is simply read and pass them along to someone on my team to review and decide how to handle. You won't get direct response, but the details will be communicated to the team, and hopefully, you'll notice something you've suggested has been implemented.

I like how Xo-Lara put it about minor changes can get added in quickly, but major changes need to be worked into our pipeline. Yep, that's exactly right!

From all the messages I have received and reading many posts here on the forums, it's quite apparent the change in communication has been greatly appreciated. Internally, there's also an increased willingness to provide you with better insight about how and why we made a decision and to ask your opinions. Personally, I like seeing this happen and look forward to fostering even more communication.

So, what does any of that have to do with "How does our feedback work"? Everything. Specifically, I leverage all the feedback you provide, I personalize it by blending it into how I play the game, then I communicate it to the Dev Team, and I follow up to see how best to respond, determine the priority of the request, add it to the backlog, or adjust the schedule to incorporate the change into the game. But, we all know talk is cheap and until there's action behind our words, skepticism remains. I'm OK with that!

--Keith-
Hi Keith,

I know it's late and I appreciate you posting outside of work hours. But no one has yet answered the questions I posed in my original post.

But if you guys are already on the path, do you ever stop and say, "wow, look, the overwhelming feedback says we are going in the wrong direction, should we turn around or just ignore it?".

Where along the journey is the point of no return. Is it before the bus starts moving, before the bus approaches the corner, before the cliff, as you drive go off the cliff or when you crash?

Do you ever swerve, turn or put the brakes on?

.....if all our feedback does is "nudge" the steering a little, you'll still drive off the cliff and there was really no point in us giving it.
RIP APAC Players 😢😢😢😢💦
Please click this Refer a Friend link for free stuff

MeNaCe-NZ's Avatar


MeNaCe-NZ
06.21.2017 , 10:22 PM | #95
Quote: Originally Posted by KeithKanneg View Post
Wellll...I was just going to sit back and read all the discourse, but both Eric and Charles committed me to posting tonight about feedback, so with it getting late here in Texas, I figured OK, stop reading and start typing.

Since Eric already explained where we get feedback and essentially how we use it, let me provide some perspective about what I look for and what's important to me.

Specific ideas about gameplay improvements
Ideas on how we can enhance existing game features
Conversations about Gearing, Class Balance
Details about likes and dislikes about an area or type of content
How we can improve communication and provide better insight
Kudos for the team when we do something right
Constructive criticism when we don't do things right. Note I tend to read everything, while disregarding rants or dumping on the dev team as I don't find it helpful
Virtually all of the comments in our discussion threads

You get the idea...truth be told, I don't have time to read everything, but I also get messages from a variety of people using social media, email, LinkedIn, forums, and PMs. With the exception of PMs I try to to personally respond back to every one of them in a timely matter (sometimes right away). PMs - honestly, I have so many I can't possibly answer them. What I've decided to do with those is simply read and pass them along to someone on my team to review and decide how to handle. You won't get direct response, but the details will be communicated to the team, and hopefully, you'll notice something you've suggested has been implemented.

I like how Xo-Lara put it about minor changes can get added in quickly, but major changes need to be worked into our pipeline. Yep, that's exactly right!

From all the messages I have received and reading many posts here on the forums, it's quite apparent the change in communication has been greatly appreciated. Internally, there's also an increased willingness to provide you with better insight about how and why we made a decision and to ask your opinions. Personally, I like seeing this happen and look forward to fostering even more communication.

So, what does any of that have to do with "How does our feedback work"? Everything. Specifically, I leverage all the feedback you provide, I personalize it by blending it into how I play the game, then I communicate it to the Dev Team, and I follow up to see how best to respond, determine the priority of the request, add it to the backlog, or adjust the schedule to incorporate the change into the game. But, we all know talk is cheap and until there's action behind our words, skepticism remains. I'm OK with that!

--Keith-
Good post, thanks for the insight.

As a thought on future communication though - you should all look into making your presence more seen on reddit as you have done on these forums.
Reason being is there are lot of non subs there that you are have a shot at attracting back into paying customers if they see this same level of increased communication there as well - imo anyway.

Engaging the non paying player base has the benefit of attracting them to more specifically post on what is deterring them from paying (aside from "poor" or "I think it should all be free!") which can help give you decent insights into directions to take to increase the paying player base.
I generally believe anything you do to please that aspect into paying is going to be well received by those already paying (and well if you are communicating correctly you would have already quizzed your paying player base on these changes ahead of time to be sure).

Plus on a whole the medium is generally more positive than the forums I've found over the past couple of years since using reddit (even though the forums had me believe it was a negative cesspool which was why I had previously avoided it) - debate is more constructive and arguments more focused instead of the more personal nature they seem to take here.

The whole up vote/down vote system seems to work wonders I've found for the majority of topics with the obvious trolls or people being negative for negativities sake being down voted to the point of being invisible.

Now none of this is an "instead of forums" point of view but an "as well as".

ZionHalcyon's Avatar


ZionHalcyon
06.21.2017 , 10:45 PM | #96
Quote: Originally Posted by KeithKanneg View Post
Wellll...I was just going to sit back and read all the discourse, but both Eric and Charles committed me to posting tonight about feedback, so with it getting late here in Texas, I figured OK, stop reading and start typing.

Since Eric already explained where we get feedback and essentially how we use it, let me provide some perspective about what I look for and what's important to me.

Specific ideas about gameplay improvements
Ideas on how we can enhance existing game features
Conversations about Gearing, Class Balance
Details about likes and dislikes about an area or type of content
How we can improve communication and provide better insight
Kudos for the team when we do something right
Constructive criticism when we don't do things right. Note I tend to read everything, while disregarding rants or dumping on the dev team as I don't find it helpful
Virtually all of the comments in our discussion threads

You get the idea...truth be told, I don't have time to read everything, but I also get messages from a variety of people using social media, email, LinkedIn, forums, and PMs. With the exception of PMs I try to to personally respond back to every one of them in a timely matter (sometimes right away). PMs - honestly, I have so many I can't possibly answer them. What I've decided to do with those is simply read and pass them along to someone on my team to review and decide how to handle. You won't get direct response, but the details will be communicated to the team, and hopefully, you'll notice something you've suggested has been implemented.

I like how Xo-Lara put it about minor changes can get added in quickly, but major changes need to be worked into our pipeline. Yep, that's exactly right!

From all the messages I have received and reading many posts here on the forums, it's quite apparent the change in communication has been greatly appreciated. Internally, there's also an increased willingness to provide you with better insight about how and why we made a decision and to ask your opinions. Personally, I like seeing this happen and look forward to fostering even more communication.

So, what does any of that have to do with "How does our feedback work"? Everything. Specifically, I leverage all the feedback you provide, I personalize it by blending it into how I play the game, then I communicate it to the Dev Team, and I follow up to see how best to respond, determine the priority of the request, add it to the backlog, or adjust the schedule to incorporate the change into the game. But, we all know talk is cheap and until there's action behind our words, skepticism remains. I'm OK with that!

--Keith-

One thing I noticed was absent:

Feedback about the current KotFE storyline.

So I guess you guys are committed to it, even if people hate it, feel it deviates too much from the essence of star wars, disregards the story that came before in Shadow of Revan and prior, and some even left over it?

Do you guys listen to any feedback at ALL regarding the creative direction of the story?

QuinlanSaathis's Avatar


QuinlanSaathis
06.21.2017 , 10:52 PM | #97
Quote: Originally Posted by ZionHalcyon View Post
One thing I noticed was absent:

Feedback about the current KotFE storyline.

So I guess you guys are committed to it, even if people hate it, feel it deviates too much from the essence of star wars, disregards the story that came before in Shadow of Revan and prior, and some even left over it?

Do you guys listen to any feedback at ALL regarding the creative direction of the story?
Who are these "people" you are speaking for, certainly not me.
I like the story line and if they progress it a lot more down the 3rd force aspect idea then I will like it even more.

OneHit's Avatar


OneHit
06.21.2017 , 11:02 PM | #98
Quote: Originally Posted by QuinlanSaathis View Post
Who are these "people" you are speaking for, certainly not me.
I like the story line and if they progress it a lot more down the 3rd force aspect idea then I will like it even more.
I'm one of those people he speaks of. I find nothing iconic about Sith and Jedi teaming up to fight ROBOTS. It's just stupid. Kofte and Kotet were completely stupid and did a dis service to star wars as a whole. Force imbued blasters? Why didn't Han have one of those? Why didn't luke have c3p0 go all gods of the machines bad *** on the Empire?

I'll tell you why. Cause it's stupid!

OneHit's Avatar


OneHit
06.21.2017 , 11:06 PM | #99
If I could get a solid star wars MMO out of a book I'd go grab one. But you can't cause an MMO is a video game. You know what you can find in a book? Story. So why don't you grab a book and stop ruining this MMO by asking for more story.

KeithKanneg's Avatar


KeithKanneg
06.21.2017 , 11:28 PM | #100 Click here to go to the next staff post in this thread. Next  
Quote: Originally Posted by Icykill_ View Post
Hi Keith,

I know it's late and I appreciate you posting outside of work hours. But no one has yet answered the questions I posed in my original post.

But if you guys are already on the path, do you ever stop and say, "wow, look, the overwhelming feedback says we are going in the wrong direction, should we turn around or just ignore it?".

Where along the journey is the point of no return. Is it before the bus starts moving, before the bus approaches the corner, before the cliff, as you drive go off the cliff or when you crash?

Do you ever swerve, turn or put the brakes on?

.....if all our feedback does is "nudge" the steering a little, you'll still drive off the cliff and there was really no point in us giving it.
Maybe not directly, but so it's clear:

"wow, look, the overwhelming feedback says we are going in the wrong direction, should we turn around or just ignore it?".
That's not easy to answer, as it really depends on the actual topic and the timing of it. Perhaps an example would help illustrate - Operation Boss fight - let's say it was a couple months from release and we placed it on PTS and the feedback said it wasn't fun, fight was too easy (or too hard), they didn't like the mechanics, or something similar. We absolutely review the feedback, reach out to the players, openly discuss what's up, what is causing them pain, and we make adjustments. Anyone who has participated in Tyth or the Aivela and Esne fights can probably back me up, but they are under NDA!

Where along the journey is the point of no return. Is it before the bus starts moving, before the bus approaches the corner, before the cliff, as you drive go off the cliff or when you crash?
Timing is everything, but sometimes it will depend on implementation and whether we can truly do an about face or simply have to go forward and plan/prepare for changes along the way. Galactic Command is a perfect example. It was so integral to everything with Knights of the Eternal Throne (KOTET), that we were not in a position to make the changes everyone requested. We had to go forward or delay KOTET an unknown number of months. That wasn't possible, and as a result, we have made GC changes with every patch since that time.

Even though it's not perfect, it is no longer the primary means of gearing up, but the changes we implemented allow every level 70 character to obtain BiS gear without doing Operations. I disagree with the notion we should rip it out now, but I do agree we can still improve upon it and will continue to do so.

Do you ever swerve, turn or put the brakes on?
That happens all the time, but you may never notice. I can tell you this though, and I know it's not fair because you don't know what was planned, but the end of the year changes are very different today than they were just a few weeks ago. We did that based on various internal discussions, feedback from sources Musco listed, determining what was a priority, and the impact to schedule based on what we could/wanted to deliver.

Does that help?

---Keith
Keith Kanneg | Game Producer
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