Customer Support — Brawl Star

A scenario-based drill for customer-support email handling, built as a passion project aimed at Supercell’s support team. The premise: take the visual language of Brawl Stars — the game they ship — and use it as the shell for practising how to answer player emails well.

Not a live client engagement. A spec piece I’d show if the conversation came up.

The pitch

Support agents at a game company already speak the game’s language fluently. If the practice tool speaks it back, the whole thing feels less like training and more like a side quest. The module runs inside a stylised Brawl Stars UI — a mentor brawler walks the learner through the flow, tickets arrive as player emails, and each reply earns a one-to-three star rating based on how well it handled the player.

The design call

Short beats long, and replayable beats complete. A two-minute drill that someone can run again tomorrow builds a different reflex than a twenty-minute module they finish once and forget. The star rating is there to pull the learner back in — “can I get three this time?” — not to pass or fail them.

Mechanics worth calling out

Mentor character. A familiar brawler frames each scenario and debriefs after. Cheap to build in Storyline 3 with layered character states; cheap to refresh when art or tone needs to change.
Star-rated responses. Each answer scores one to three stars against clarity, tone, and resolution. No pass-fail. The scoring is the scoreboard, not the gate.
Formative feedback on wrong answers. When a response picks up fewer stars, the feedback explains why — what the player wanted, what the reply missed, what a three-star version would have said. The explanation is the whole point; the rating is just the hook.

Why it’s here

Most scenario modules are built for completion. The small ones — drills, micro-scenarios, quick practice loops — are where the day-to-day reflex actually gets built, and they’re the format most support teams need more of. Borrowing a product’s own aesthetic to make training feel native is an under-used lever inside game companies; this is the smallest version of that move I could ship.