The Game Must Go On. Supporting Always On Localization at Electronic Arts

Transcription

1 The Game Must Go On Supporting Always On Localization at Electronic Arts

2 Michaela Bartelt Senior Localization Director Electronic Arts Antonio Tejada Language Solutions Director Capita Translation and Interpreting

3 Agenda Introduction Motivation Examples Impact & Needs EA WW Customer Experience In-Game Content Challenges of EA Workflows: Semi- and Fully-Automated Challenges of the Translation Agency What Capita addressed Always On Resourcing

4 Introduction Always On Player Journey / Player Experience

5 Motivation Content is created non-stop Patch notes, game updates, last minute string changes, help articles, how-to s Issues can arise at any time Server downtimes, bugs Players deserve a great player experience Thinking about the Player Journey from buy to need help

6 Examples

7 Impact & Needs EA WW Customer Experience What do issues with EA products mean for each party involved? Players EA WW Customer Experience EA Localization Translation Agency Impact Cannot play the game Cannot enter player account Cannot buy content Will stop playing More calls More tickets More help articles Deliver 24/7 Create 24/7 workflow Invest in automation Ensure high integration Continuous QA efforts Deliver 24/7 Create 24/7 workflow Account management Continuous QA efforts Needs Quick troubleshooting Clear & helpful instructions in their language 24/7 loc partner Special SLA Quick loc turnaround High quality 24/7 loc partner Special SLA Quick loc turnaround High quality Loc partners in different locations/time zones Special SLA Quick loc turnaround High quality Access to reference material

8 Impact & Needs In-Game Content What does missing content in EA products mean for each party involved? Players EA Development Team EA Localization Translation Agency Impact Missing feature Missing information Will stop playing Last minute updates Anticipation of player issues Collaboration with WW Customer Experience Deliver 24/7 Create 24/7 workflow Invest in automation Ensure high integration Continuous QA efforts Deliver 24/7 Create 24/7 workflow Account management Continuous QA efforts Needs All important content in their language 24/7 loc partner Special SLA Quick loc turnaround High quality 24/7 loc partner Special SLA Quick loc turnaround High quality Loc partners in different locations/time zones Special SLA Quick loc turnaround High quality Access to reference material

9 The Challenges of EA Time-to-market / Urgency of content Time zones Increasing number of languages Deliver translations at any time (no heads-up) Automation / integration with existing tools

10 Semi-Automated Workflow = Manual = Automation EA Team UTC-5/-6 EA Localization UTC+1/2 Translation Agency 24/7 availability Export from CMS OTP PM Processing Box Translation Import to CMS OTP PM Processing Box Upload to Box EA Team requests through EA internal Online Translation Portal (OTP) Checks request assets, deadline Can provide specific reference material Forwards to Translation Agency Quality Control after delivery Answers questions Delivers Downloads files from Box Contact with EA Loc Uploads files to Box

11 Fully-Automated Workflow = Manual = Automation EA Team EA Localization Translation Agency UTC-5/-6 UTC+1/2 24/7 availability Export from CMS OTP Automation Box Translation Import to CMS OTP Automation Box Upload to Box EA Team requests through internal portal Need to provide reference to Translation Agency No check of request assets and deadline General reference material provided on Box Quality evaluation after content goes live No tool failure troubleshooting Direct contact with internal EA team

12 The Challenges of the Translation Agency Unpredictable scopes: Volumes Request times Languages Requests coming directly from internal customers low localization awareness Quality self-assessment pre and post delivery Automated environments integration

13 What did Capita address? 24x7 Project management support 24x7 language support of fully trained specialists Workflow automation from receipt of request from BOX Indexing and updating reference material and language querying Pre delivery QA within project TAT of 3 to 6 hours Management Information

14 8 PMs located in US, Korea and China 3 Language team leaders in UK, US and China Always on resourcing BOX request automated request in MultiTrans predefined PM allocation automated linguist pooling PM project confirmation in MultiTrans Automated BOX acceptance 4 Project Team Leaders in UK covering 24 hours MultiTrans TMS Project management environment MultiTrans on-line CAT environment 186 linguists in 36 Languages

15 8 PMs located in US, Korea and China 3 Language team leaders in UK, US and China Always on resourcing BOX request automated request in MultiTrans predefined PM allocation automated linguist pooling PM project confirmation in MultiTrans Automated BOX acceptance 4 Project Team Leaders in UK covering 24 hours MultiTrans TMS Project management environment MultiTrans on-line CAT environment 186 linguists in 36 Languages

16 Always on resourcing Language Team leader checks reference Material Language team leaders will perform post delivery QA monthly in 20% of content delivered All reference Material is indexed in Reference Library and made available through TMS Automated reports are generated on TAT, number of jobs processed, failed linguists requests. Manual reports on QA results Automated workflow sends alerts of live jobs to Language Team leads for random live QA BOX is checked daily for updated reference material using a crawling tool BOX request automated request in MultiTrans predefined PM allocation automated linguist pooling PM project confirmation in MultiTrans Automated BOX acceptance

17 Always on resourcing 60 jobs average per month Language Team leader checks reference Material Language team leaders will perform post delivery QA monthly in 20% of content delivered 5,2 hours average TAT All reference Material is indexed in Reference Library and made available through TMS Automated reports are generated on TAT, number of jobs processed, failed linguists requests. Manual reports on QA results 2 word minimum word count GAME OVER!! 640 words maximum word count Automated workflow sends alerts of live jobs to Language Team leads for random live QA BOX is checked daily for updated reference material using a crawling tool BOX request automated request in MultiTrans predefined PM allocation automated linguist pooling PM project confirmation in MultiTrans Automated BOX acceptance