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Do they even listen to our suggestions?

STAR WARS: The Old Republic > English > General Discussion
Do they even listen to our suggestions?
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DoctorBeckett's Avatar


DoctorBeckett
05.19.2013 , 06:44 AM | #101
Quote: Originally Posted by EricMusco View Post
The very simple answer to this question is that yes, we absolutely listen to player feedback! However, the answer is technically a lot more complicated than that.

I think sometimes players on the forums wish that the process was just as simple as "I want X thing to be like Y" and that we can simply just change it to Y. Unfortunately it is a lot more complex, but I think this could be a good post to give some insights into what player feedback looks like on our side.

It happens very often internally where we, the community team, will raise issues to the development team that we have seen from player feedback. This is anything from a bug to just a general amount of criticism on a certain feature. What we help to provide is player feedback in as constructive a way as possible. This way it will give the developers perspective on how you folks are reacting to a system, both the good and the bad, and what you think can be changed to improve it.

This is where it gets complex, we provided player feedback, but that is just one small component of everything that goes into when a decision is made. From there, our developers can then grab metrics to see if the player feedback is supported through data. As a random, made up example:

"Players are complaining that the Assassin skill "I kill stuff" is worthless and no one uses it, it needs to be replaced."

Our developers could pull skill information on every Assassin in our game and validate what % of players are using that skill, or not using it. With data and feedback in hand, the developers also have to consider a few other components, how will it affect the company (if it is tied to monetization), how much development time will it take, if we use development time for this change will it affect something else? In this example if the developers see, using data, that 93% of all Assassins use "I kill stuff" than we can see that most likely it is just a perception issue that the skill isn't good. However, it doesn't mean the player feedback is wrong, it just means that we have two pieces of the decision making process that don't agree and more research is needed.

It should also be stated that sometimes there is feedback or ideas that come to us via player feedback that we ourselves love. However from the development side they are very difficult, time consuming, or simply just not possible. Sometimes this can be even be for things that appear like very simple changes to our game when in fact they are quite the opposite!

One of our roles as a community team is to pass on your feedback and to act as your voice in these discussions. What is important to understand is that player feedback is just one of many components that go into each decision. I also would note: remember that something like the forums are actually just one small component of player feedback. The community of our game is the forums, social media, and the many, many other players in-game who don't talk about SWTOR on either of those mediums.

I hope that gives a bit of insight into what happens with player feedback when it is received. I know it can be frustrating to feel like your feedback isn't always listened to but I assure you that your voice has a seat at the table.

-eric
More communication on these forums from the devs would go a long way. All we hear is a grand silence. Then when people complain about an issue long enough, we get an answer (sometimes cryptic).. Just a little comment like "We ARE aware of the problem. We are talking it over with the staff and will have an answer for you in x days or weeks." then when that time comes, update us when this change is going to be implemented. PLEASE don't let us hang out in the breeze. You say we can communicate with you at any time and are paying attention.. I say BS... And update your list of known bugs ( http://www.swtor.com/community/showthread.php?t=403398) with a timetable when they are going to be fixed... better yet, fix them before you release new content!!
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Yashara's Avatar


Yashara
05.19.2013 , 06:57 AM | #102
Quote: Originally Posted by DoctorBeckett View Post
More communication on these forums from the devs would go a long way. All we hear is a grand silence. Then when people complain about an issue long enough, we get an answer (sometimes cryptic).. Just a little comment like "We ARE aware of the problem. We are talking it over with the staff and will have an answer for you in x days or weeks." then when that time comes, update us when this change is going to be implemented. PLEASE don't let us hang out in the breeze. You say we can communicate with you at any time and are paying attention.. I say BS... And update your list of known bugs ( http://www.swtor.com/community/showthread.php?t=403398) with a timetable when they are going to be fixed... better yet, fix them before you release new content!!
You would think that. But in other "not to be named" MMO's where dev's communicated a lot, the community would often mis quote them, try to catch them, or begin to just demand answers. I completely understand why there is a small amount of Dev communication.

Spinikar's Avatar


Spinikar
05.19.2013 , 09:03 PM | #103
Quote: Originally Posted by EricMusco View Post
The very simple answer to this question is that yes, we absolutely listen to player feedback! However, the answer is technically a lot more complicated than that.

I think sometimes players on the forums wish that the process was just as simple as "I want X thing to be like Y" and that we can simply just change it to Y. Unfortunately it is a lot more complex, but I think this could be a good post to give some insights into what player feedback looks like on our side.

It happens very often internally where we, the community team, will raise issues to the development team that we have seen from player feedback. This is anything from a bug to just a general amount of criticism on a certain feature. What we help to provide is player feedback in as constructive a way as possible. This way it will give the developers perspective on how you folks are reacting to a system, both the good and the bad, and what you think can be changed to improve it.

This is where it gets complex, we provided player feedback, but that is just one small component of everything that goes into when a decision is made. From there, our developers can then grab metrics to see if the player feedback is supported through data. As a random, made up example:

"Players are complaining that the Assassin skill "I kill stuff" is worthless and no one uses it, it needs to be replaced."

Our developers could pull skill information on every Assassin in our game and validate what % of players are using that skill, or not using it. With data and feedback in hand, the developers also have to consider a few other components, how will it affect the company (if it is tied to monetization), how much development time will it take, if we use development time for this change will it affect something else? In this example if the developers see, using data, that 93% of all Assassins use "I kill stuff" than we can see that most likely it is just a perception issue that the skill isn't good. However, it doesn't mean the player feedback is wrong, it just means that we have two pieces of the decision making process that don't agree and more research is needed.

It should also be stated that sometimes there is feedback or ideas that come to us via player feedback that we ourselves love. However from the development side they are very difficult, time consuming, or simply just not possible. Sometimes this can be even be for things that appear like very simple changes to our game when in fact they are quite the opposite!

One of our roles as a community team is to pass on your feedback and to act as your voice in these discussions. What is important to understand is that player feedback is just one of many components that go into each decision. I also would note: remember that something like the forums are actually just one small component of player feedback. The community of our game is the forums, social media, and the many, many other players in-game who don't talk about SWTOR on either of those mediums.

I hope that gives a bit of insight into what happens with player feedback when it is received. I know it can be frustrating to feel like your feedback isn't always listened to but I assure you that your voice has a seat at the table.

-eric
This Guy! Deserves a Medal.

Thanks for you patience Eric and constant attention to the community. It ain't an easy job, but your doing a fantastic job so far. Keep it up!
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