How might we design a service that helps bridge the gap between gamers and non-gamers?
Master of Design at The Oslo School of Architecture & Design Service Design 1: Methods & Tools Professor: Kaja Misvær Kistorp | Manuela Aguirre Team: Hanna Nordland, Sooyeong Song, Mirte van der Nat & Ameesha Timbadia
1. Research + Interviews + Analysis
We interviewed gaming enthusiasts and harcore gamers. 11 men + 2 women | Aged 22 to 33 | 6 nationalities
They played World of Warcraft, CS GO, Dota 2, League of Legends, Minecraft, Age of Empires, PUBG, Fortnite
Most of them viewed gaming as a leisure activity, few wanted to pursue a career in the gaming industry and a couple had formerly been involved with professional gaming (couldn’t get in touch with current professional athletes, as they were busy training)
The gamers that we interviewed were quite aware about their own relationship with gaming. We had conversations about their journey in gaming, the challenges and benefits it brings, financial and social aspects, toxic culture in the gaming community.
To process the information we collected, we put the transcripts and notes from the interviews up on the wall.
We tried to see connections and extracted interesting quotes and observations.
To summarise our findings, we highlighted 9 key insights
2. Ideation & Scoping
We presented our findings to a group of about 20 key stakeholders. Following that we facilitated a workshop with them to get their opinions. We then did some brainstorming and ideation sessions amongst ourselves to come up with ideas that we thought had potential. In order to decide on a direction, we agreed on some evaluation criteria that we found important. One of them was whether or not it seemed realistic to implement the service. Another was the expected extent of the impact of the service.
With these criteria in mind, we saw the most potential in the direction of bridging gamers with non-gamers. In order to work preventively, rather than correctively we chose our target group to be children + parents.
3. Proposal: The Gaming game
The Gaming Game is a tangible game that lets parents & children understand each other’s views on gaming, and explore positive and negative impacts of gaming through meaningful conversations and fun activities, with the ultimate goal of creating a better and healthier gaming environment.
One-time game | 5 stages | 5-14 days | Buy Borrow
Stage 1: Perception
A stack of picture cards, not directly linked to gaming. Players select three pictures that they associated the most with online gaming, and explain their choices to the other player. This starts a conversation around gaming and helps both parents and kids know how the other perceives gaming.
The gaming world is filled with gaming jargon that non-gamers wouldn’t understand. Stage 2 is a collection of 'Gaming Lingo' cards that contain commonly used terms, followed by discussion questions that let the players reflect on different topics ranging from online etiquette to toxic culture to their own gaming habits. It is a way to introduce the non-gamer into the gaming world.
Each card contains a statement that might be true or false. These statements cover topics ranging from health issues to negative stereotypes to benefits of gaming. The players divide the stack in to two and guess if the statement is true or false. Correct answer is on the other side of the card.
At the end both players reflect on what their own perception, new discoveries and try to come to a mutual agreement
4. Service Blueprint
5. Testing + Iteration
We tested our concept with 4 families. We used low fidelity prototypes to see what works and what doesn't and based on their feedback and our observation we made some design decisions
Divided in 5 stages
We decided to divide the game into 5 parts to make it flexible to play as and when the parents had the time and keeping in mind children’s attention span. Low threshold
Parent = child
By doing the same tasks they realised that they are more similar than they think. Especially in terms of screentime
We discovered that parents and children, both spend a considerable amount of time in front of screens, be it gaming or social media. Actually making a note of it on paper made them both realise how much it was and if they should make changes.
We designed questions to initiate conversations and tried to include it throughout the experience. We aimed to address points parents worry about like violence, addiction and toxicity in the gaming environment. It also makes the child feel the parents have an open mind and are actually willing to understand gaming.
Child = expert
Making the child the expert and letting them teach the parents by sharing their own stories not only gives a feeling of accomplishment but also makes them open up to parents
The possibility of winning or losing quickly increases engagement. Also the concept of store helps initiate the conversation about spending in-game money.
The good game agreement
A need for establishing a set of common rules was felt. Also there is something about writing something down, it gives a feeling of ownership to the children. It was also a way to provide closure for the game
Service Design: Bridging the gap between gamers and non-gamers