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Free to Play Summit: Utilizing In-House QA and Support to Keep a Loyal Community

Bryce Holtshousen (QA Lead & Support Manager, Runaway)

Zoe Hobson (CEO, Runaway)

Pass Type: All Access Pass, Core+Summits Pass, Summits Pass - Get your pass now!

Topic: Free to Play

Format: Session

Vault Recording: TBD

Audience Level: All

This talk covers how QA and Support working together can improve player loyalty and impact on KPI including retention, ARPDAU, and Store ratings. This is demonstrated by using statistical and qualitative analysis of player engagement data from Flutter: Butterfly Sanctuary, during two comparative timeframes with alternative QA and Support frameworks. Attendees will take away a best practice guide on how to achieve this for their studios and projects - from who to hire and how to hire these roles, what processes to implement, what pitfalls to avoid, how this affected Runaway's brand and how this can keep players in your game.


Attendees learn that QA and Support working collaboratively can positively impact a game and a business. They take away a best practice guide on how to achieve this and a clear view of how this approach to QA and Support can keep players in a game.

Intended Audience

The target audience is Free to Play developers, particularly those in production roles. This talk is ideal for producers, quality assurance and support, product owners or managers and studio owners. A very basic awareness of Free to Play metrics (eg retention) is required.