FIX-IT
A telecom giant’s first foray into gamified education
The Problem
Univision's support team was getting buried in calls about simple stuff. "Why won't my remote work?" "How do I reboot my router?" Their ask was straightforward: make learning these things actually fun, not something people dread.
The Solution
FIX-IT is a low-poly 3D game set in a virtual Mongolian neighborhood. Players take on the role of a DIY Engineer, exploring the town, completing quests, and collecting items like a remote or a router. Finish everything, and you earn the title of Certified Univision Engineer. Inside the game, at least.
Duration
2 months
Participation
UI/UX Designer
My first game design gig!
Client
Unitel & Univision
A leading telecommunications and TV service provider in Mongolia.
From player to pro: becoming a Univision Engineer
The game world had four areas, each with its own character and mini-game. Complete the mini-game, earn an item. Collect all four, and you win. Simple concept on paper. Much messier in practice.
Designing four mini-games plus the overarching game flow all at once felt like untangling a pile of cables. Doable, but chaotic at first. So I started where I always start: mapping out the full user flow, breaking it down piece by piece for each mini-game. Once I did that, things started clicking into place.
Userflow
The overall game flow was a completely different beast compared to designing a typical web app. It was its own challenge, and I had to approach it that way.
Userflow's for the Minigames
After nailing the main flow, I moved on to each mini-game. The client actually had a pretty clear vision here, which helped a lot. I took inspiration from existing games I knew and mapped out each flow from there.
Speaking Dev-inese: Cracking the Code with the Team
We agreed on the user flow, presented it, and thought we were good. We were not. The dev team came back with a wall of logic questions. Is it sequential? Does one mini-game unlock the next? What happens if a player skips something? What if they drop off halfway?
Turns out, a user flow by itself doesn't fully explain how a game works mechanically. So I broke the whole thing down into a structured logic sequence, almost like pseudo-code, and walked them through it. That's when everything clicked. Lesson learned: sometimes a flow diagram isn't enough. You have to spell out the logic too.
Keeping it simple
Next came components, 3D design, and mini-game assets. It felt like a lot at first, but thankfully the client handled the 3D and mini-game visuals, which gave me space to focus on what mattered: designing components that were intuitive and easy to navigate.
The target audience included older users, so the challenge wasn't just making it fun. It was making it feel approachable. No technical jargon, no confusing menus. Just a clean, mobile-responsive experience that teaches without feeling like a lesson.
Bringing It to Life: Time to Prototype!
With the components ready, it was time to put it all together and make it feel real. Interactions, animations, the full user journey flowing from one screen to the next. This is the part where you find out if everything you designed actually makes sense in motion.
Time for the Real Test: Users, Assemble!
Now it’s time to put the game to the test with real users! Are we hitting the mark? Is the experience smooth, engaging, and easy to understand? This is the moment when the idea transforms into a real, playable game.
Unfortunately, I couldn’t take any pictures due to corporate privacy rules but don’t worry, I’ll throw in some fun GIFs to keep things entertaining!
Kids Are Game Design Geniuses (And Elders Need a Little Help)
We got tons of suggestions and improvements from our users turns out, they’re amazing idea generators! Especially the kids. They just get how a game should work, and their insights really inspired us to stay true to our goal.
On the other hand, elders struggled to understand how to navigate the game. So, we made it more intuitive, added clearer instructions, and ensured everything was easy to follow. Accessibility for all, right?
Feedback Overload = Design Glow-Up!
Now it's time for the big design glow-up! And of course, that means lots of back-and-forth with the client. Instead of explaining, let me just show you the Figma comments oh wow, there were a lot!
But honestly, this back-and-forth is what makes the design even better. Every piece of feedback pushed the project forward, so… thank you for that! Haha.
A Wild Ride to the Finish Line 🚀
Big thanks to Unitel and Univision for trusting me with this one. The client team was genuinely great to work with, always accountable, always on time, and actually understanding when things got complicated. The dev team was excellent, and the folks at fave.kr were incredibly patient with every edge case I threw at them.
Then the game launched. People were playing it. My sister played it. My dad played it. Neither of them knew I was the one who designed it, so I asked what they thought. My dad looked at me and said, "It's good, but not that interesting. I wish I could shoot things and fly through space."
Okay dad.
But here's the thing. He still learned how to use a remote. My sister did too. And over 5,000 people played it in the first month. Support calls for basic issues dropped 23%. 80% of players finished the whole game.
Is it perfect? No. Could it be better? Definitely. But people had fun, and they actually learned something. That was the whole point.
