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|Session Name:||Age of Empires Online: Radical Transparency Clearly Works|
|Track / Format:||Customer Experience|
|Overview:||A live game suffers a poor launch: bad business model, confounded expectations, angry player base. How can you reengage with the remaining players during the lengthy time necessary to refactor the game experience? Hiding behind a wall of silence will not stop the ragequits. While re-architecting Age of Empires Online, the team chose a radical step: Transparency. The AOEO community team announced that it would tell the community everything that it knew about the changes to the game, including that it didn't know some things. This energized the player base and completely changed the tenor of the community. Find out more about the hard data and soft gains earned by the AOEO team.|