Splinterlands: A Recent.. Fantastic Customer Support Experience

Backstory..

I've been taking the new user experience journey over the last few months, basically it's been an experiment to proof how easy or difficult it is for a new user to get off the ground with minimal help. Having spent some time in Frontier getting used to the game mechanics I opted to purchase a Spellbook and see what could be accomplished in Modern League.

After completing my first ever daily Reward in Modern.. I was then a bit confused about the outcome, as the ability to claim any Reward remained greyed out, I then completed two more Daily Rewards and again still greyed out.. having been in Frontier thought maybe Cards would be offered, or something similar, so thought maybe Support could shed some light?

The Confusion..

Figured now was as good a time as any to open my first ever Support Ticket using the provided Portal

My claim was that the Rewards mechanism was broken for my account and I was missing out on some juicy Cards but Support quickly straightened the matter out!

The Answer..

Reply came back from Support within hours that cleared up the mystery,

"You can not claim the rewards if you have less than 2,500 SPS staked. Have you tried clicking on that red exclamation point in your screenshot?"

UX Design Discussion..

Support weren't done there, we entered into a debate about the UX experience, and whether or not the '!' was located in the right part of the screen, perhaps it would make more sense to have it be located right beside the 'Claim' button so that the end user knew that it applied to claiming directly eg.

From

To

Support took all my End User experience feedback onboard, and low and behold after the next maintenance window I was amazed to observe that the UX had indeed been altered based on our discussions! :)

A Vote Of Confidence!

Just wanted to give a big shout out to Royaleagle, Technical Support Manager at Splinterlands for an A+ End User Support Experience, first time playing any online game an experiencing this, well done & kudos.. keep up the good work!