Keeping players immersed.
Ubisoft.
The Challenge
As Ubisoft transitioned from a product-focused company into a service-driven organization, its help and support ecosystem remained fragmented. Different business areas had independently developed their solutions, resulting in inconsistent player experiences across games, platforms, and touchpoints.
Players struggled to find reliable, real-time support, often leaving the game to troubleshoot issues—leading to frustration, lower engagement, and increased support requests.
Ubisoft needed a cohesive, scalable support system to provide seamless assistance while aligning internal teams under a unified framework.
My role
As Experience Design Director and Project Lead, I led the end-to-end redesign of Ubisoft’s player support ecosystem—from stakeholder research and strategy to experience design and implementation planning. The goal was to create a player-first, proactive help system that worked seamlessly across all Ubisoft games and platforms.
Team & Scope
Disciplines:
Experience Strategy & Design, Product Design, Product Management.
Team Size:
Lean team composed of 5 members distributed across different time zones.
Key Deliverables:
Journey maps, support ecosystem blueprint, touchpoint strategy, clickable proof of concept.
Client headquarters:
France
Solution: UbiHelp
We designed UbiHelp, a comprehensive support ecosystem that eliminated fragmented experiences and provided contextual assistance across all Ubisoft platforms.
A Unified Vision for Player Support
Our research uncovered six core principles that guided the system’s design:
Contextually Relevant
Help should surface at the right moment and place.
Fast & Seamless
Minimize disruption to gameplay with instant support.
Transparent & Trustworthy
Keep players informed with precise, real-time updates.
Community-Driven
Enable players to help each other through peer-to-peer support.
Consistent Across Platforms
Standardized interactions across games, consoles, and devices.
Scalable for Teams
Internal teams should operate within a unified framework while maintaining independence.
Turning Vision into Action
Analysis of thousands of player support tickets and interviews led to a structured content categorization model, ensuring that help resources were organized, relevant, and easily accessible.
Account/Login
“Unlock my account.”
“Disable 2FA”
Purchases/Rewards
“Not getting rewards from the Club”
“I didn’t receive my game.”
Technical issues
“My game is crashing.”
“Is this a known bug?”
Onboarding
“How does this game work?”
Progression
“I'm lost in the game.”
“How can I get to the next level?”
Learning
“What's the best position to take?”
“How do I get better?”
Toxicity
“That player is toxic.”
Multiplayer issues
“I didn't get a good player match.”
Technical issues
“My game is crashing.”
“Is this a known bug?”
Feedback
“I want to give feedback about a brand/title/game.”
“I want to inform others of a bug.”
Accessibility
“Is this game suitable for me if I am hearing impaired?”
General inquiries
“When is the ACOD free weekend?”
“When will the game be available?”
Outcome & Impact