GX Technology : TMR: In-Game Tools Unification Requirements

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Target release
Epic
Document status	DRAFT
Document owner	Unknown User (shwal001)
Designer
Developers
QA

Background and strategic fit

Both organizational reorgs and recent acquisitions in DI resulted in multiple products that came together under the same GX support umbrella.

The organic growth in the number of GX supported products created inconsistency in the tools being used and service being offered to customers. Some products came with existing independent player account admin tools such as Sleepy Giant (Infinity), S.W.A.T tool, Nemo Tool, team tools, gx tools etc. while others came with no tools at all. The current situation is affecting the customer service and as a result damages customer satisfaction (CSAT) and retention.

Therefore the solution to the above challenge is to create one platform to be shared and serve all GX supported DI products and will be build and maintained by the GX team.

This platform will:

Deliver a high quality and consistent support experience for both reps and Disney DI customers across all DI products
Enable both development and support to focus on their core competencies
Reduce support and training costs for new products and\or new GX reps
Reduce development costs and resources for currents products that are maintaining independent tools (i.e. - infinity, Club Penguin etc.)
Increase customer retention and CSAT and in turn potentially increase repurchases, for the product that currently have no backend supporting capabilities (i.e- Frozen Free Fall, Maleficent Free Fall, Where's My Water? etc.)

Goals

Support side

One

-stop-shop for all player account management operations which is consistent across all products
Look and feel (UI) and a constant user experience blind to the backend\technology stack of the individual product
URL and a single sign-on for all player support rep functions (MUST be DISID). --> No need to remember multiple links and passwords to the different tools
Tool a rep can trust -> multiple buggy tools lead to low confidence of the rep à low customer service. The tool should be stable and be the only go to for the reps player account needs
Global user ID to search for players accounts instead of each product and its own ID (device, FB, player, SWID, user name, DISID etc.)
--> Note: this is currently not possible, in the future if all products will transfer their customers to only use Disney ID or another cross-products ID (for example DI ID) this goal can be acomplished

Less dependability on development resources and time for support concerns
Player Activity\ transaction Logs - All reps manipulation on accounts should be monitored and documented in audit logs for review (i.e - editing personal player information, items purchased currency etc.)
Information presented on the tool should be as concise and easy to understand as possible to allow the rep to provide the customer a fast and high quality service ( too much redundant data would hurt that goal)
Consistent capabilities across products including but not limited to restore purchases, manage inventory items and currencies,
the rep should be able to see what’s been seen/done with a guests in the app (cross products) Logs
Reduce tool trainings and allow more time to focus on supporting

Product side

Adaptable and dynamic platform that is easy to integrate regardless of product's underlining technology(easy integration\disintegration and update)
Minimum resource and Dev investment regardless of product life span or size
Customizable platform to serve the different support needs for each product.
Allow Development to focus on their core business and not on supporting functions

Business Side

Align all relevant products to have a player support tool regardless of size or life span (1-5 years)
Reduce overall support training and development costs deriving from a maintaining independent tools
Have GX support function a centralized and shared support resource for all DI products
Make it easy to have support as part of the development process
Reduce Inconsistency in customer service across products (the mix of products with exiting independent tools and no tools creates inconsistency in support capabilities–> basic capabilities must be set for all games)
One platform to be integrated with Disney ID and enhance security

Terminology

GX - the Disney Interactive Guest Experience team
Rep - a member of the GX team that performs Customer Support activities such as responding to Guest Enquiries
PSR - Player Support Repressive
CSR - Customer Service Representative
TSR - Technical support Representative

Clarification and Examples:

The implementation of the Unified platform differentiates between Account management Level and an Avatar management Level:

Account Management Level

The account level management includes all the information regarding an account that supoprts Disney ID and come from a technology shared across products.

This tool will not include the specifics of a game for one account and the information will be retrieved from the GX tools team server side not the production team.

Examples for Account Level information are:

Disney ID account summary
Connections history
Activity Streams across products
Bans
GX reps' notes on the account

Avatar Level Management

The Avatar Level management includes all the information regarding a specific account under one specific product, for example: Liraz account information only for Maleficent Free Fall.

This tool will not include general cross products information for the account and will be retrieved only from the production team and might change by their needs and limitations.

Examples for Avatar Level information are:

Currency of a user on a specific game
Inventory items for a user in a specific game
User's Transactions in the specific game

*Mockup screens for the above can be found in the User interactions & Design section below

Assumptions

Requirements

#	Title	User Story	Importance	Notes
1	log-in and Access	As a Disney employee I can log-in to the tool using my DISID so i don't need to remember multiple user names and passwords	Must Have	DISID is mandatory and will be the only format to be supported
2	log-in and Access	As a Disney employee i am able to choose if i want my log-in credentials to be remembered	Should Have	prevents repeated types for every log-in
3	log-in and Access	As a Disney employee i am able to retrieve and\or change my user name and\or password	Must Have	For this feature there are two possible approaches: The link for changing the user password will be a reference link to the DISID DI page https://passwordreset.wdig.com/showLogin.cc Using the HUB log-in page as the main page which has more built-in options
4	log-in and Access	As a DI employee i am able to view and use the tool in the language of my choice	Should Have	English will be the supported language for the first phase and MVP as GX is moving towards requiring all GX employees being able to speak English. Other languages will be added in later releases according to need
5	Permissions - DI employee	As a DI employee i am able to access and view only the permitted tools and features that are required for me to do my job successfully	Must Have	GX Reps will have access to view the list of supported products, view and edit user accounts and view their own action history logs GX Team leads will have access to view the list of supported products, view and edit user accounts and view all GX reps' action history logs DI product producers and teams will have access to add their product to the list of supported products and configure the view and in-game information for a user account
6	Permissions - GX Adminostrator	As a GX tool administrator i am able to set roles and permissions to the system's users	Must Have	GX administrator can be a team lead or any employee from the GX leadership team Permissions should be given by a concise list of function roles across products and not per product For example: Admin, GX Lead, GX rep, Dev and visitor.
7	Home screen	As a DI employee i am able to view a main page menu containing the tools which are under my role and permissions	Must Have	A DI user should not be exposed in any way to tools and features which are not under his permission set (broken links for example are violating this requirement). The Home page should be clean and contain only relevant information according to the DI employee's role
8	My Account	As a DI employee i am able to view my account information that includes my name, my permissions and my transactions history	Should Have	Account setting is meant to help the GX administrator to help and troubleshoot in case a Di user runs into permission issues This will not be a must for phase 1 of the product but is a Must Have for the second version release
9	Home screen	As a GX employee i am able to jump to go the main menu page from every page or screen	Should Have	It should be made easy for the GX administrator reps and team leads to jump pages This is not a Must Have as each user type is mostly using up to two tools\features in the system. For example GX rep would use Product list and My account
10	In-Game Management	As a GX Rep or Team lead I am able to select a specific product from which i can view user accounts	Must Have	This is the list of current supported products The GX rep will first choose the product for which the current ticket was open The search for a specific product should be a searchable drop down list As there are still different game IDs supported by the different product ( Facebook ID, Player ID device ID etc.) there has to be a narrowing down by product before uploading a user’s account information spesifically for supporting guest which have account per product and not global Disney ID
11	In-Game Management	As a Product producer or GX administrator I am able to add and remove a specific product from which i can view user accounts	Must Have	This is the list of current supported products The Products get added to the list using a separate tool by the Product Producers.This will ensure an easy integration and setup for production when their product is ready to be supported by the tool. There is no need for production to be dependent and wait on support to add their product. This is a permission based ability and can be changed if proven challenging in future versions. NOTE: the product producers need to be given a test environment to be able to validate their readiness to integrate before adding their product to the supported list on the production server (non-production servers will not be added to the supported list on the production server) It is the responsibility of both the GX administrator and the Product producer to remove games that are no longer live
12	In-Game Management	As a GX Rep or Team lead I am able to search for and view one guest's account information by the relevant product ID	Must Have	Searching for accounts will be done via a simple search box that will require the user ID used in the selected product (FB ID for Facebook games, Device ID for console games etc.) There is no need for bringing large groups of users as tickets are taken care of individually and the Production groups are not retrieving their information in such a way If in the future all products will have one player ID across DI a more sophisticated search engine could be added
13	In-Game Management	As a GX Rep or Team lead I am able to have a smart search for groups of users for a specific product by a specific characteristic or transaction	Should Have	This search requires changes to the basic data format as it will need to include multiple accounts This feature will require support from the data layer in the product's code Not to be implemented in an MVP or phase one of this product due to the complexity and efforts level
14	In-Game Management	As a GX Rep or Team lead i am able to view the user's accounts in other products and switch to the product's relevant page for the same account	Should Have	If all products are migrated to one user ID (either Disney ID or something else) this will be possible ( at the moment this is possible for some of the products but not all - GX tools has this capability for infinity and Club Penguin)
15	In-Game Management	As a GX Rep or Team lead i am able to edit the fields in a user account (example - adding currency) , save the changes in the user's account on the specific product and view the refreshed and updated account information	Must Have	It is up to the support and Product development to create a contract which agrees on the fields that will be exposed for viewing and\or editing The ability to edit might change between the different products and the different information fields Editing a field and submitting the change to a user account should trigger a refresh action of the page with either the updated account or an error message in case the action failed
16	Guest Ratings	As a GX Rep or Team lead i am able to view a customer's rating (example, tier 3 paying customer)	Should Have	If this information is already included in Salesforce ticket than this feature is redundant If not than this feature depends on the specific product's ability to create and expose this information This feature exist in the GSAT system but doesn't exist in other DI products
17	In-Game Management - Transaction History	As a GX Rep or Team lead i am able to view a history of actions for one guest account under a specific product (in the user's account information display) and across products for a specific user (in a separate option in the main menu shown only to permitted users)	Must Have	History of actions is a mandatory part for the displayed account information and can't be neglected by the Product development team. This feature is not a part of the agreed upon contract of exposed information between support and production as it is a must and a condition to be supported by the tool. The default display for the action history will be sorted by dates and will have the option to sort and\or search by products
18	In-Game Management - DI employee action History	As a GX Team lead or Product Producer i am able to view a history of actions done by the GX reps grouped by a specific GX rep or specific product	Must Have	The tool will maintain records of transactions for the different GX employees and therefore will be able to retrieve the transaction history by groups of products or GX Reps Unlike the action history for a specific user in requirement above, this feature will exist as a separate option in the main menu page and will be shown only to permitted users The default display for the action history will be sorted by dates and will have the option to sort and\or search by products or GX reps
19	In-Game Management - Transaction History	As a GX Rep or Team lead I am able to view a history of the guest's past transactions under a specific product	Must Have	History of transactions is a mandatory part for the displayed account information and can't be neglected by the Product development team. This feature is not a part of the agreed upon contract of exposed information between support and production as it is a must and a condition to be supported by the tool. The past transaction for a spesific user is retrieved on the product side and not maintained on the tool's side (unlike a GX rep user history data which is kept on the tool's server)
20	Log-In and access	As a Disney employee I can log-out from the tool	Must Have