EA Portfolio Assets

Issue Identification

Visualization of inconsistent issue classification due to a complicated support taxonomy at EA, highlighting the "missing donuts" support case example.

Simplified a complicated support taxonomy by conducting quantitative and qualitative analyses to identify misclassifications, agent biases, and align categories with business functions and technology, resulting in consistent issue classification.

Split-screen image featuring a colorful decision tree diagram on the left, representing automated issue classification, and blurred SQL code on the right, symbolizing the data-driven processes behind thematic velocity tracking at EA.

Developed an automated system to track thematic velocity, using statistical thresholds to detect spikes in issue volume and trigger real-time alerts, enabling faster escalation and resolution of emerging problems.

Visual showing the real-time warning system that detected support spikes and distributed automated reports to relevant teams.

Implemented a real-time warning system that detected spikes in issue volume, visualized them through automated graphs, and distributed dynamic reports to relevant teams, ensuring rapid response to emerging problems.

EASI Matrix

EASI Matrix Framework

  • Categorized support issues into Simplify, Invest, Eliminate, and Automate to optimize resource allocation.

  • Identified high-cost, low-value contacts for elimination, reducing operational expenses.

  • Streamlined processes for recurring issues, improving resolution times and customer satisfaction.

WWCE Executive Report Image:

  • Visualized the cost impact of different support issues across EA's product lines.

  • Provided actionable insights for prioritizing high-value customer contacts.

  • Enabled strategic decision-making by aligning issue management with business goals.

The “Ted” Report

Report card highlighting discrepancies in CSAT scores, shifting accountability from agents to game teams for unresolved technical issues.

One of my favorite tools, which was very impactful, came from a creative team member who developed a report card system to highlight discrepancies in CSAT scores caused by unresolved technical issues.

This innovative approach shifted accountability from agents to game studios, driving faster resolutions and significantly improving cross-departmental collaboration. I was incredibly proud to see this work inspire action and create tangible improvements in issue resolution.

Screenshot from CNET article titled "How Electronic Arts Stopped Being the Worst Company in America," illustrating EA's reputation turnaround.

EA is not the worst.

By 2015, EA's reputation had dramatically improved, as highlighted in the CNET article "How Electronic Arts Stopped Being the Worst Company in America." This transformation was the result of strategic initiatives and cross-departmental efforts, many of which were driven by my team and me:

  • Overhauled the support taxonomy to ensure consistent issue classification.

  • Developed automated systems to detect and escalate emerging issues in real-time.

  • Introduced tools that shifted accountability from agents to game studios, accelerating resolution times.

  • Enhanced collaboration across departments, leading to more efficient processes and improved customer satisfaction.

These efforts contributed directly to EA's turnaround, demonstrating the power of data-driven strategies and cross-functional teamwork.