CONFERENCE DAY TWO
8:30 am - 9:00 am REGISTRATION AND NETWORKING COFFEE
9:00 am - 9:10 am CHAIRMAN'S RECAP OF DAY ONE AND WELCOME TO DAY TWO
9:10 am - 9:50 am 20 YEARS OF GAMEPOINT: A LOOK INSIDE THE COMMUNITYJeffrey Otterspoor - Director of Community Operations, GamePoint
· Challenges in a real-time mature multiplayer environment with live public chat (e.g. toxicity, anonymity, regional cultures)
· Crisis management
· What it means to humanize your operation
· Customer relations and keeping users engaged through means of online & offline events
· How we will be looking at the future
Jeffrey OtterspoorDirector of Community Operations
9:50 am - 10:20 am BUBBLIFIC ADVENTURE OF GLOBALISATIONSodam Seo - Globalization Manager, King
In order to increase the daily engagement of millions of players worldwide, Bubble Witch 3 Saga game constantly introduces new
contents and highly utilises the digital communication channels. Join this presentation to learn how King GlobaliSation team adapted
to a fast changing digital realm, and how improved quality management.
Take-away: Attendees will learn how mobile games interact with players and how localisation processes and project management
techniques evolves to ensure the high quality of localisation.
Sodam SeoGlobalization Manager
10:20 am - 10:50 am NETWORKING COFFEE BREAK
10:50 am - 11:20 am BRIDGING THE LIVE OPERATIONS GAP – HOW COMMUNICATION BETWEEN DEPARTMENTS CAN TURN INFORMATION INTO AN ACTIONABLE OUTCOMEStephen King - Player Support Manager, Outplay
Richard Thomson - Senior QA Engineer, Outplay
- Lessons Learned from a 6 year history between QA and CS
- Whats in the box? – A breakdown of the Outplay toolkit and how we utilise it to get results
- Tracking the live issue process from discovery to fast solution
- Communication: do’s and don’ts
Stephen KingPlayer Support Manager
Richard ThomsonSenior QA Engineer
11:50 am - 12:20 pm LIVING LA VIDA LOCA – FROM SILOS TO CROSS-DEPARTMENTAL COLLABORATIONDenise Lohkemper - Localisation Team Leader, Jagex
Susanne Bauer - Senior Localisation Specialist,, Jagex
- Introducing LOC Liaisons to strengthen and facilitate the collaboration between key departments of the business
- Working on an MMORPG with weekly updates and the benefits of having in-house LOC Teams: Delivering LOC and QA with access to the source code and test realms
- Levelling up your translators: Evolving translators into LOC Specialists who deliver LOC, QA and CM
Denise LohkemperLocalisation Team Leader
Susanne BauerSenior Localisation Specialist,
12:20 pm - 1:20 pm NETWORKING LUNCH
Track NaNA1:20 pm - 1:50 pm HOW TO GET PEOPLE TO MOVE TO A ROCK IN THE MIDDLE OF THE ATLANTIC AND TEST EVE ONLINE Euan Hislop - Quality Assurance Analyst, CCP Games
· The problems or challenges we face – Geographically
· The problems or challenges we face – Technically, learning EVE is hard let alone testing it
· What we look for when employing and why we recruit internally rather than outsource
· Career development within QA at CCP, aiding commitment and loyalty to QA
Euan HislopQuality Assurance Analyst
1:20 pm - 1:50 pm VARIABLES VS. FUZZIES IN THE TEXTS FOR MULTILINGUAL LOCALIZATIONKaterina Florinskaya - Localization Lead, Game Insight
If several lines differ by one word only, localization team usually suggests to the game developers: hey, cut the budget, spare time – add a variable tag.
· And if we translate not only to FIGS?
· Or even translating to FIGS, if we still care for the style?
· Or if there are several tags, and you cannot swap them?
· And if in a week we have more texts of the same kind?
· And, by the way, how will we check all those in our game?
Several cases with various solutions will be presented: with full lines to translate, and those with tags, - their pros and contras, pricing, and timing. Also, let us discuss the general tendencies in processing repetitive texts.
Katerina FlorinskayaLocalization Lead
1:20 pm - 1:50 pm RISK MITIGATION AND ESCALATION PLANNINGTara Brannigan - Head of Customer Support and Community Management, Flaregames
1:55 pm - 2:25 pm LOCALISING AND PUBLISHING 3RD PARTY MMO DONE RIGHTEvgenia Agranomova - Deputy Head of QA, Innova
Glinka Konstancja - Senior QA Coordinator, Innova
1:55 pm - 2:25 pm EXPANDING THE ROLE OF LOC TEAM: BEING PART OF THE PRODUCTION PROCESSNatalie Gladkaya - Director of Localisation, Plarium
- "Where does this string appear?" - Knowing your product from early development stages
- Adding team value:
- Collaborating with UI/UX Design
- Taking part in creating game interface texts
- Localization QA
- Benefits vs. Challenges of expanding the role of Loc Team
- How we do it: Building a Loc Team with dynamic roles
Natalie GladkayaDirector of Localisation
1:55 pm - 2:25 pm DOING MORE WITH LESS: 28 HANDS TO SUPPORT 300M PLAYERS
· An overview of the Customer Support Team
· How we adapt to the increasing workload without sacrificing the quality
· Automation: why we need it, how it's done, and the benefits it can give
· Lessons we have learned
2:25 pm - 2:55 pm PROS AND CONS OF ADAPTING GAAS WORKFLOW IN AAA GAME QAKarol Langier - Senior QA Tester, Techland
In this presentation I will talk about my experiences of adapting some aspects of GAAS workflow in already existing AAA product. How it differs between standard development process and what are some benefits for both QA and Developers. I will mention different role of Testers in environment where content creation is driven by consumer feedback. Also, what challenges lie when constantly working within harsh time constraints and how it can lead to better cooperation between developers and QA on all stages of development.
Karol LangierSenior QA Tester
2:25 pm - 2:55 pm PANEL DISCUSSION: CULTURAL KNOWLEDGE - TACKLING LOCALISATION PAST TRANSLATIONTeddy Bengtsson - Founder RoundTable Studio
How to prepare for engaging with new territories as they become accessible to drive growth. This is applicable to both localisation teams, customer support and community management.
2:55 pm - 3:25 pm NETWORKING COFFEE BREAK
3:25 pm - 3:55 pm LIVE POLL!
At the beginning of the conference and throughout days 1 and 2, everyone will have taken part in a live poll using our Game
Quality App, which asked you to submit a key challenge in your role. The top 5 most popular will now be reviewed and debated during
the interactive panel session.
3:55 pm - 4:55 pm ROUNDTABLE DISCUSSIONS
Collaborate with your industry peers and work through the most relevant challenges to you, opt onto these discussion groups in advance of the conference, every 20 minutes move onto a different topic (15-20people max). To ensure the discussion is of benefit, each roundtable will elect a leader who will prompt the conversation and feedback what has been discussed at the end of the session.
- Acquiring, retaining and developing talent; outsourcing vs. internal teams; training and developing staff
- Mobile - Automation
- PC - Automation
- Console – Automation
- Risk mitigation and escalation planning
- Building a team you completely trust
- How can feedback on localisation topics (truncations, overlaps, mistranslations) from customers be forwarded to localisation in an efficient way?
- How can you encourage customers to report such issues? What is an easy and efficient workflow to do this? Which tools could be used?
- How to prepare for engaging with new territories as they become accessible to drive growth