Well, time to dust off the cobwebs here and announce that I have a new speaking engagement. If you happen to be in the north east, come see me Friday May 10th at the Boston UXPA Conference where I will be the keynote speaker.
I’ll be talking about how a gamer’s mindset has helped me throughout my 27 year career to get me to where I am today as the Head of Design for Battle.net at Blizzard Entertainment.
And don’t worry, if you can’t make it there, I’ll make it publicly available here on my site after my presentation.
This presentation was originally given at DFW Beyond 2018 (October). I was the last of the speakers on the main stage for the morning (meaning: there were a lot of people in the crowd!). I’m going to add my script here as I originally wrote it along with the screen shots from the Prezi presentation. If you want to see the original presentation as it was presented, you can find it here.
Intro Hello everyone! We’ve heard a lot of great talks this morning and now all that’s standing between you and lunch is me! It’s like an epic boss fight. If you survive this then you’ll be on your way to victory. So, with that, let’s take a left turn here and have a little fun.
Gaming Team Anyone here play video games? Anyone here play video games with other people? How about large groups of people?
Work Team Now let’s think about the people you work with.
How many of you work with 4 other people? 9 other people? 19 other people? How many of you work with 19 other people for an intense non-stop three to four hours at a time multiple times a week? Could you do that? Would do you do you that?
What kind of skills do you think would be required to be able to do that calmly, collectively, and collaboratively even in the face of failure after failure after failure until you finally succeed?
Do you think we can learn from groups who are able to do this and do it successfully and do so repeatedly on purpose? I am here because yes, I think we can.
Who am I My name is Dr. Diana Hubbard. I am currently a design consultant for SAP specializing in Blockchain (I’m now a Director of Research for Hilton). In my previous role, I was the head of strategic research and insights for IBM Public Cloud. You can also tell I’m also an academic by the length of my title and my strategically placed colon.
For the past 11 years, I have had the opportunity to pull together successful research, design, and development teams in multiple organizations ranging from Software as a Service to Infrastructure and Cloud Services to now with Edge Technologies.
I contribute the success of these teams to lessons learned from World of Warcraft.
Academically I am an anthropologist and information scientist who has studied gamers, gaming, developers, and open source development communities for the last 12 years.
Druid I am also a max level Resto Druid (I main a horde druid these days) in a newly built high-end raiding guild (I’ve changed guilds since then) in World of Warcraft.
Though I’ve played for the last 14 years and been a part of many raid teams, this one was put together specifically for the expansion that just came out in August.
I raid with up to 19 other people 3 to 4 nights a week for 3 to 4 hours at a time. This is on top of my job and taking care of my family of 5 including 3 children, as well as our 3 dogs, and our home.
Learning Today I am going to highlight a few things I think people like us, who build and manage teams, can take away from these organically grown communities of practice who come together both inside and outside the game to voluntarily put in a lot of time and effort to successfully collaborate in highly intense situations toward a common goal.
And they do this in the face of failure and defeat and the possibility of getting nothing but a virtual repair bill for their hard earned broken digital armor.
Since my time is so short (I only had 20 minutes) I will only be able to go into these at a high level but I will provide a link at the end of to my blog where I will talk about it in detail and link to this presentation. (<– this is just now happening)
Culture Let’s start with Culture.
What is culture anyway. Is it where we live? What we do? The clothes we wear?
As an anthropologist, especially one who studies geographically dispersed online communities, I obviously have an opinion on this. I define it as shared ideas, thoughts, beliefs, and behaviors with a common language and shared vocabulary.
This is an important distinction because raid teams do not normally all hail from the same countries or even speak the same first language, but they all know, understand, and have a passion for Warcraft. The same can be said for many of our product teams in relation to our businesses.
Being a cultural anthropologist, it is no surprise I have found culture to be an essential element of successful teams. There are many ways it is important, but for the purposes of this talk I’ve distilled it down to 3. Culture of Research, of Knowledge Sharing, and of Failure.
Research Considering research, the most essential part is that everyone does it. And this isn’t necessarily user research activities, though as a UXR I do highly recommend all members of product teams participate in at least some user research activities.
In this case, research is a bit more high level including topics such as the problem space. Everyone conducting some sort of research at this level not only helps individual knowledge, but it also improves the overall interaction of the team as it helps level the playing field and gets everyone on the same page.
The purpose is not necessarily to get all of the answers, but to know what questions to ask. Lastly, it should be noted that research never stops. The game is always changing, as projects do, so research is always ongoing and evolving which is why knowledge sharing is important.
Knowledge Sharing Knowledge sharing is fundamental to the progress of the team because not everyone can know everything at all times. I don’t know if you’ve ever seen a mythic raid boss fight, so imagine your favorite sports game and add earth quakes, volcanos, lava, tornados, hurricanes, and tidal waves all happening while your team is trying to score a goal and that might give you some idea of how much is going on any one time that everyone needs to have some knowledge of.
Though knowledge sharing may seem like a small thing, it creates an environment where team members come to rely upon each other and learn how to be relied upon, which is important when it comes to progress through failure – something that is a given for a mythic raid team.
Failure It is nearly impossible for a team to walk into an encounter or a problem space for the first time and be successful.
We should all know this going in as it’s what we signed up for. Those with egos do not make it very far in mythic raiding because you have to be ok with giving up your invulnerability. You have to be willing to fail with the team if you’re going to ever succeed with them.
There have been nights where we have died an upwards of 30 times, half of them trying to get past a single boss.
However, every time we died we got a little further and learned a little more and all those little failures are what helped us succeed in the end. The important part was we kept going and kept each other’s spirits up as we did, which is a very important skill to have.
Skills Skills can mean many things, but for this talk I’m going to keep it simple. I love the straightforwardness of this definition – expertise gained from experience. It plays very well into the three skills I consider essential for raid and product teams, which are getting things done, playing multiple roles, and leading at all levels.
GTD We’ve all heard of GTD or getting things done, but how many of us practice it? How many of us have meetings about meetings or walk out of a meeting having accomplished absolutely nothing?
For a raid team, time is precious. Not only does our chance to progress reset every week, but we all also have lives and jobs and even children fighting for our time and attention. So, when we meet in game it is always with a purpose and a goal and a timeline.
We all want to see our guild name move up the rankings and we all know we have the power to make that happen but it takes commitment and dedication. We will progress only if we show up together and get things done. And to get things done we sometimes have to step into someone else’s role.
MultiRoles Having people play multiple roles is not the same thing has having a team of unicorns. Rather, it is about having a team of people who can pick up the slack when someone is sick or on vacation or the deadline has just been moved up.
It’s about team members who have empathy for each other and understand each other’s strengths and weaknesses. Building a team of people who have both breadth and depth creates an environment that is both adaptable and versatile making it an exceptional place for leaders to grow.
Leaders Leaders who strive for adaptability and versatility need other people who are willing to take on leadership positions within their teams in order to lead successfully. This is more than delegation. It is about creating a supporting atmosphere for team members to own their contributions and to mentor others.
It’s about creating a space where they feel empowered enough to do new things and take risks to improve the team’s chances for success. Encouraging leadership at all levels provides ample opportunities for motivational and inspirational interactions.
Interactions Interactions are simply reciprocal actions or influences. It’s the reciprocity that makes a difference for collaboration, communication, and critique.
Collaboration Organic collaboration may seem a bit strange, but we’ve all had those scheduled collaborative sessions that weren’t really collaborative at all.
The idea here is that people get better at what they do and they produce better work when they are able to spontaneously collaborate as needed, work together in smaller groups on smaller problems, and work with people outside of their team for additional or missing expertise.
In WoW we call this pugging or creating a Pick up Group. Doing these things increases team relationships both internally and externally, which improves the success of the team overall especially in communication.
Communication Free and open communication is essential to the success of every team because it helps build relationships through trust which is needed when the situation gets intense.
The key here is to establish a method of communication everyone can participate in and to make sure it is kept active and relevant. That said, though we may want to try to keep everything on topic, I always recommend a time and place for off-topic chatter because people matter and this is where you really learn what matters to them.
And knowing people is really important when it comes to critiques.
Critique Critiquing can be difficult to do well and even more difficult to take, but when it is simply a part of the team’s regular interactions it becomes normalized and accepted and even sought after. Giving and accepting critiques is only the first step.
The step that really counts is immediately testing or applying the feedback. This should be done even if the feedback seems silly or counter intuitive because if nothing else it gives you a different way of looking at your problem, which may be what you need to make a difference and that may be all it takes to get a ding.
Dings What’s a ding? Traditionally a ding is what players in WoW would refer to when they completed a character level. I’ve taken it a step further to use it as a way to celebrate progress. Many of us have likely been on teams working on a project that seems like it never ends, much like an MMO. Dings are useful break up the monotony and to keep people motivated as they mark movement forward. So, I recommend building in dings to give something to look forward to and to look back on.
Note:All images are owned by their owners including Blizzard Activision and are used here in Fair Use for scholarly purposes. This talk was given pro-bono and this information is being shared for free.You can find a portfolio of all of the slides here.
October was a month of wonderful opportunities. My first was the ability to go to Barcelona, Spain for a Design Thinking Facilitation course. This course was different than previous ones I have attended where design thinking methodologies are introduced. It was specifically about how to lead different exercises and what makes a good facilitator with actual practice doing it. The final day was for advanced people where we focused on different skills that make a good facilitator like talking, walking, standing, and even improv. I’m not necessarily a huge fan of DT. As an anthropologist, I see a lot of things “borrowed” from my discipline and repurposed for it. That said, I think there is a time and a place to use it and it should be considered a set of tools to use rather than the end all be all of getting companies and design on the same page.
Beyond the course itself, I was able to meet a lot of people from my company in person, which was really nice as I work from home. I was able to work in a little sightseeing as well. It was a beautiful city and I am very glad I had a chance to visit it.
After I returned from Barcelona, I was a guest lecturer at UNT on Design Anthropology. There I talked about what I do, what I don’t, my career path that got me here, and how I use anthropological skills in business and design every day.
The following week I presented on Team Building at DFW Beyond. I will write a post about this individually with a transcript of my talk for those who are interested!
Though these three things may seem completely separate there is in fact a link between them. All three provided me with opportunities to learn how to help people through facilitation, share how I help people through anthropology, and share how people can be helped through intentional team building. Though I have many passions, my main passion is helping others and I find myself truly lucky that I’ve found a way to do so through design, research, and even gaming. More on the last in my next post!
“We should be doing all that we can to protect our children and to inform parents about their options when it comes to these types of games,” she says.
This comes right on the heels of 4 bills introduced in Hawaii to regulate games that utilize lootboxes as a game mechanic.
The issue is that though most parents give a cursory glance to the ESRB rating, many fail to recognize when descriptors are used or what they mean. This is a finding straight out of my dissertation. That’s not to say the ESRB shouldn’t note that these games utilize this type of microtransaction, simply that they should do more to inform people as to what exactly it is and how it works.
My prediction is that if any of those bills in Hawaii pass, they’ll be repealed at the appellate court as all previous gaming legislation has been. If you want to know more about gaming legislation, I have a nearly 300-page dissertation I’d be happy to share with you. 😉
Two headlines recently made the news. The first was the World Health Organization’s consideration of adding “Gaming Disorder” to their International Classification of Diseases. The second was how our mobile devices are making us stupid. Both of these have more in common than you might think. What gaming has that makes it addictive is often utilized by the same dark patterns that power much of today’s social media interactions. Most notably, interactions that cause dopamine responses. The problem with these artificial (aka computer-mediated) interactions providing a dopamine release is that if you lack in-person interactions that are the biological basis for dopamine responses, you’ll turn to artificial ones to supplement them.
When artificial interactions work better, faster, and easier than organic ones at providing a dopamine high, they might induce a person to engage in an addictive relationship with the artificial interaction at the expense of an organic one. In layman’s terms, this may cause a person to have problems in their daily life due to their detrimental relationship with technology. For example, a person may forgo an in-person interaction to engage in an artificial one because they find the artificial one more compelling. These may start out as situations like skipping out on going to dinner with friends to instead engage in synthetic interactions but may escalate to neglecting essential responsibilities such as going to work or school.
The real question is, is the subject matter that induces the dopamine response to blame for the addictive relationship that is developed or is the environment where the person cannot find organic interactions that would produce such natural and beneficial reactions responsible for the resulting addiction of looking for them elsewhere? Careful consideration should be made here as people who are diagnosed with an addiction to a particular trigger are thus restricted from engaging with that trigger in the future. What would this mean in situations where grade-school students are diagnosed with gaming disorder and are thus unable to do their school work because their school utilizes game theory and electronics in much of their teaching? What happens when someone recklessly engages in social media and thus is forced to give it up, but must interact in a similar environment for their careers such as utilizing tools like Slack or office Intranets?
Questions for consideration:
Should the underlying cause of addiction not be of more concern than those places to which people look to supplement their natural human needs? What can be done as designers and researchers in these areas to bring possible addictive behaviors to the attention of the user before they go too far? Are businesses at risk of losing revenue by putting the customer’s behavior and mental, physical, emotional health first? Should they be responsible when a user becomes addicted? If so, to what end?
Lootboxes are making the news. Ars Tech reports on how Belgium is calling them into question and how Chris Lee (state representative from Hawaii) calls them predatory. If you’re like me and have ever played Overwatch or Heroes of the Storm, you’re quite familiar with them as items you can win as you achieve levels within the game. The problem is you can also pay money for tokens that allow you to buy them. And, because they are randomized, some are considering this ‘pay to play for random odds’ a form of gambling. It will be interesting to see where this goes with the ESRB in the US as that is what my dissertation is on.
Ars Technica reports on research that tested the use of playing a game of Tetris to reduce addiction.
“The researchers again hypothesized that the game’s ability to seize visual and spatial processing in the brain is key to the health benefits. In this case, addiction and cravings are often driven by visual fantasies of having that drink, drug, or what-have-you, the authors explained.”
The following are a list of key findings from my research on parental assessment of video game content appropriateness for their children. You can read the first round of published results here.
There were no parents in the study who were able to definitively name all of the parts of the ESRB Ratings System or all six ratings and over two-thirds did not know what process games went through to get rated. This resulted in the majority of interviewed parents knowing little to nothing about the ratings system even if they claimed they used it.
Interviewed parents had very specific criteria they used to judge video game appropriateness against and once any of those lines were crossed, the game was considered unsuitable. Though violence was a concern for interviewed parents, perceptions of violence were far more nuanced than the ESRB Rating System descriptors were able to convey, thus many had to do further research to properly assess the game and make sense of the content. Sexual content, however, was of a far higher concern than violence even for those interviewed parents who considered themselves very liberal in the types of games they allowed their children to play.
Interviewed parents with special needs children considered the needs of their child and the ability for a game to help him or her as more important than staying within content that was age appropriate.
Based on the interviews, every family’s and child’s needs are different, including children within the same family. Therefore, a single information system, such as the ESRB Ratings System, may never be able to completely fulfill all of a parent’s information needs as they attempt to bridge their knowledge gap. As long as it provides a place to start, that may be all it needs to do.
Relevant to the previous finding, interviewed parents attempted to bridge their knowledge gaps in multiple ways in order to assess game content and make sense of it. These included using the ESRB Ratings System, Internet searches (including specific sites as well as more general results) to find game reviews (both community and professional), game marketing (including websites, packaging, and commercials), and Let’s Plays (video game play-throughs).
Credibility of the gaming information source was very important to interviewed parents. They cited both the source of the documentation as well as the reputation of the reporting source to be important factors in establishing credibility.
Though a few interviewed parents were in favor of a law, most were not. Those in favor cited it as an extra level of protection or as something they thought was already in place. Those not in favor cited issues with enforcement, the inability for laws to really assist them, as well as a general dislike of having the government interfere with their role as parents.
Specific answers to research questions will be published in a separate post.
Several gaming news outlets are reporting on the recent gaming outages brought on by a DDOS (distributed denial of service) attack (PCGamer, Joystiq, VentureBeat | GamesBeat) perpetrated by a group calling themselves Lizard Squad. This all came to a head when the SOE (Sony Online Entertainment) President’s plane was diverted due to a bomb threat made by the same group claiming responsibility for the DDOS attacks (Gamespot, Polygon).
I’ll be following this story and making updates on it as it progresses since the FBI is now involved due to the nature of the bomb threat.
I think gamers would make great politicians. In game we have to be able to communicate, manage our time and resources, understand technology and how to use it, and work well with others. We also do all of this on top of our daily lives as parents, employees, students, and more. And, last but not least – we do it all for FUN!
So congratulations on your new state senate seat, Colleen Lachicz – Orc Rogue. From me, Diana Harrelson – Anthropologist, PhD Student, User Experience Designer, and proud to be a level 86 (working my way up to 90!) Night Elf Druid.
Dear James Paul Gee – gamer and published author on gaming,
Thank you so much for writing on gaming and in particular for writing on WoW. This allows me to write about what I know with “published scholarly references”. I hope to be your peer one day.
Sincerely,
A tired PhD Student
p.s. Currently writing a paper for cognitive psychology on gamer collaboration in regards to problem solving and decision making and how to apply what gamers already know to business and education!
Do you play Farmville or any of the other what seem like thousands of passive games on Facebook? Do you enjoy it? Get something out of it? If so, you probably don’t want to read any further. Head back to your Facebook page and continue to spew your digital litter all over the place and I’ll continue to toss your pixels wasted on your mind numbing updates into the digital recycle bin.
Don’t get me wrong, I don’t hold the fact you play the games against you – but please don’t be offended if I do not share in the excitement or even interest of your overzealous updates on your latest point-click-refresh time sink.
Now, I’m just as guilty as the next 4sq’r on your list. Yes, I’ll admit to that. But, you also have to admit you rarely see a 4sq update from me, and when you do it’s someplace really cool and usually with friends. Most of the check ins I never publish to my feeds and if it takes any longer than 30 seconds to check in, I get over it and move on.
That’s just it, the crux of this post, gaming used to be synonymous with having skills. Working for 3DFX, we even used games to compete with one another for special privileges like hosting the booth at Quakecon. I remember the days of Atari (yes I was young, but I played it!); when pizza joints had arcade tables where you could eat and at the same time play Pacman with a friend; the awesomeness of playing against someone in Street Fighter and Mortal Combat at the arcade; beating Super Mario and Paper Boy for the first time on the NES; and even playing games on the now defunct Dreamcast and Sega Saturn.
My first exposure to PC games was Doom, then on to Quake and Unreal Tournament, and I definitely remember enjoying Myst, 7th Guest, and Myth. From there I moved on to Diablo / Diablo II, & Warcraft I/II/III. (Gotta give Blizzard props for having games that came out on PC and Mac at the same time – this is what won me over to them early on.) Can’t forget the original Sims (though it’s been hard for me to get into the latest version and I’ll admit only played Spore a few hours). Hell, I remember playing the first Halo game when it came out and finding it funny that it took Microsoft buying Bungie, who was originally a Macintosh game developer (anyone remember Oni?), to put out a great game.
These days I’m all about Borderlands (via Steam and my ever expanding library of games there), WoW (/played since Nov 23, 2004), as well as games like Little Big Planet, any of the Lego games (Batman, Star Wars, and Harry Potter are my favs so far), and many many others on multiple computers, consoles, and hand held devices.
I don’t mean to spark a debate here over what should and should not be called a game, or even the quality of the games themselves – this is more about the gaming experience and what it means to self identify or earn the title of Gamer. This is by no means the type of academic post most are used to seeing here, it’s more of an opinion piece. My opinion is simple – games should take mental skills, actual effort, quick thinking, consequences of making critical choices, and even some practice.
If you’re playing a game that doesn’t require these things, especially the making you think part, well perhaps you should try them sometime. Then, maybe we can talk gamer to gamer. Until that time, I’ll continue to block your point-click-refresh posts off my Facebook feed and decline every single invitation you send my way. Look me up when you want to waste time with me playing a real game. I promise not to beat you too bad, – the first time.
Is it sad that I actually enjoyed debugging code tonight?
I suppose it’s not so much the act of debugging, but the success you have once you’ve figured it out. I call it a ding and refer to the way it works the Ding Effect. It’s the same reason why a gamer will sit for hours and hours performing the same action over and over again for what seems little gain. The ding is the reward in the end – be it a PHP form actually submitting (as was the case tonight), finishing a paper on time (which I hope will be the case tomorrow), getting an A (which is always my goal), leveling up a character (just one more bubble), or acquiring rewards in game (yay shiny!) – the sense of accomplishment is all the same.
I was hired for my first computer programming job because I was a gamer. My boss’s understanding was that if I could sit in front of a computer/console for hours figuring out a game, I’d do the same figuring out code – and you know what? He was right.
This is why I enjoy listening to my 6 year old gain that same sense of achievement experience when she finishes a book, or figures out a new recipe on Cooking Mama for the DS. If you can build your own sense of accomplishment into every day tasks, then that’s all the motivation required to get them done and actually enjoy doing them.
Same story different verse, next verse same as the first.
I was laid off.
Yep, it happens and has been happening all over the US for some time now. As a matter of fact it’s the third time I’ve been laid off during my career. My first layoff was during the dotcom collapse of 2001 where the company I worked for (3DFX – manufacturers of Voodoo gaming video cards) went out of business and sold their IP to NVidia (and I loved that job!). It took me 6 months to get a job after that and I am still paying off credit card debt accrued during that time.
My second was October of 2007 when I found out that the man who ran the company I worked for failed to pay taxes. He had previously worked for Enron – no joke. Luckily I found a job right away as I had already been scouting for one sensing the end was near.
Then this one was a simple business decision and I can respect that. Still, it hurts both in the pocketbook and to one’s sense of pride. I worked very hard at that job and felt I was doing a lot of good. Sadly, my type of position is usually one of the first to go when a restructuring happens so it’s to be expected. Being previously laid off doesn’t make this time better or worse – it just means I understand that it happens and past experience has told me it is something from which I can recover.
For those World of Warcraft gamers who have never been laid off, it’s much like having your raiding guild up and decide it’s no longer going to raid anymore so you are no longer needed. This actually happened to me over the summer, so yes I can tell you it feels pretty darn similar. These were people I had raided with for almost the entire time the game was out (over four years!), and poof it was gone. What seemed like it happened over night had actually been months in the making, but it still wasn’t any less shocking or hard to take.
What’s cool now is I have a few freelance gigs I’ve picked up on the side – much like PUGing a raid. In game, I did the same and about 3 months after my guild collapsed I found a new home. I’m hoping it doesn’t take me three months to find a new job! I’ll admit I am a little more dedicated to finding a job than I was to finding a new guild, but I’ve heard stories of people being out of work for close to a year. Those who know me know I can’t sit still for long, and the fact it’s been almost two weeks has me already climbing the walls (hence the freelance gigs).
By the way, if you are looking for a UI designer, usability engineer, information architect, web designer, graphic artist, design or cyber anthropologist, or ethnographic researcher I am your girl! You can find my user experience resume here, my research resume here, and my career portfolio here. If this were my armory, I’d say I’m a dual specced hybrid class so I can fit almost any roll. That and I have lots of raiding experience, a high hit rating, a great list of achievements, and a gear score to drool over!
I apologize at the lateness of this post as I was abroad and without Internet access when I first learned of it.
Barack Obama has made history again, this time as the first presidential candidate ever to advertise in video games. If you are in one of the following swing states, Colorado, Florida, Iowa, Indiana, Montana, North Carolina, New Mexico, Nevada, Ohio and Wisconsin, and you play games such as Madden NFL 09 or Burnout Paradise then you will have the opportunity to see this for yourself.
I’d be interested to see what the opinions of gamers who witnessed these in their games before all the media hoopla thought of them. Personally I think it’s rather ingenious, I only wonder if they are truly hitting the demographic they are after with them and if there is any way to see if they made an impact or not.
It sounds pretty interesting and reminds me, a bit on the surface at least, of Sim City. It even makes me think of Jane McGonigal’s a World With Out Oil, if only because of the subject matter.
I may suggest that if you are interested in taking up the challenge of Energyville you watch the Story of Stuff first. I think the two might go well hand in hand.
Even though I spend a lot of time online, it has been fun today to spend most of it away from the computer for a change. I reccomned that everyone do themselves a favor and separate themselves from the connection addiction every now and then. I actually spent the day doing the one thing I never do, watch TV! Of course, this was after a Black Friday run where I scored my very own Nintendo DS. I am most interested in it’s wireless capabilities of course!
Short post today on this holiday. I know there are some people out there who look to online friendships and relationships to get them through this time of year. If you’re a WoW player, perhaps you can finally do something about this! Why not try Datecraft a dating website for those who wish to find others as interested in the game as they are. It’s in beta right now so it will be interesting to see how it evolves from here.