Overview
Univision's support team was fielding hundreds of calls a week about basic troubleshooting — router resets, remote pairing, signal issues. The content to solve these problems existed. The problem was nobody engaged with it. The brief was to fix that. The answer turned out to be a game.
Problem
Self-service support content in its existing form — FAQs, video tutorials, help articles — had near-zero engagement. Users called support not because they couldn't find the answers, but because the format felt like homework.
The challenge was twofold: make troubleshooting engaging for a wide age range (children through elderly users), and reduce the volume of calls on Univision's most common support topics.
Research & Ideation
Early research surfaced a clear pattern: the users who called most often were the same users least likely to engage with traditional self-help content. They needed something that didn't feel like learning at all.
Game mechanics offered a solution. A structured quest system could walk users through real troubleshooting steps while they believed they were just playing. The trick was making the underlying logic invisible.
We mapped out the full game flow first, then broke it into individual mini-game flows — one per troubleshooting scenario. Each mini-game had to be completable in under 3 minutes and teach exactly one skill.
Design
FIX-IT is set in a low-poly 3D virtual Mongolian neighborhood. Players take the role of a DIY Engineer, moving through four themed areas, collecting items — a remote, a router, a cable — and completing quests tied to real Univision products.
The UI system had to be simultaneously clear to a 7-year-old and non-condescending to a 70-year-old. That meant high contrast, generous tap targets, minimal text, and visual language that explained itself. Every instruction that could be shown through animation was shown through animation instead of words.
Accessibility & Iteration
User testing with older participants revealed that navigation between areas needed more explicit signposting — they understood the game mechanics quickly but got lost between zones. Children, on the other hand, navigated freely and gave some of the most useful feedback about what felt unclear. Three rounds of iteration followed before the final UI was locked.
Outcome
FIX-IT became Univision's most viral campaign to date. Within the first month it had 5,000+ plays, an 80% completion rate, and had measurably reduced basic support call volume by 23%.