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Thursday, August 9 • 10:45 - 12:00
Extreme Customer Feedback — How Riot took millions of players' input to rebuild their game (Guillaume Turmel, Adam Gold)

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Limited Capacity seats available

What if it was possible to incorporate the feedback of millions of customers and make a product that satisfies almost everyone? That is the bet we made while working on "Runes Reforged," a major re-write of some of the most basic rules of our game, League of Legends.
Understanding your customer has always been a key aspect of product development. Responsible teams typically approach this with research, collecting customer data, and focus groups. More than six months before shipping, we decided to give all of our customers (over 100 million players) an opportunity to look at what we were building and let their opinions influence the final results. Ultimately, this wasn't just a question of living the Agile principle of "customer collaboration" to the extreme; the team felt it was the only right way to succeed in such a massive endeavor and do right by our company mission, "We aspire to be the most player focused game company in the world."
What did we learn, how was this possible and would we ever do it again? This talk will explain how we collected customer opinions at multiple levels and stages throughout the process, ways we made our product better by taking customer feedback, and steps any team can take to incorporate customer feedback into their production process, no matter how many customers a product has or how complex the development is.

Learning Outcomes:
  • What it takes structurally at the company, team, and individual level to enable customer involvement in product design at a massive scale
  • Various tools and techniques for gathering feedback from diverse sets of customers
  • The advantages of incorporating customer feedback into product planning throughout the production cycle

avatar for Ghiyom Turmel

Ghiyom Turmel

Development Manager, Riot Games
Talk to me about smart lean human-centric delivery leadership. Else, talk to me about video games, volleyball or cooking.Oh and I'm always down for some cat pictures/memes.

Thursday August 9, 2018 10:45 - 12:00 PDT
Marriott Salon 5