Infinite Crisis looks like an amazing game. The trailer is really impressive (check it out below), I watched the whole thing, and immediately decided to sign up.

When I arrived at infinitecrisis.com it all seemed so simple. All I had to do was fill out this form, and I can start playing. In step 1 seen below it actually just seemed like the game was all online. It’s not till later that I realize downloading software is a requirement.

Step 1
Step 1

After choosing a username, and giving up a lot of personal information I move on to step 2, seen below. An email confirmation is required. Now switching to my email and then back again, I notice a very tiny button that says “download game”.

Step 2
Step 2

Ok, now I’ve confirmed my email, and I’m ready to start playing. Wait! I can’t play, because I use a Mac. Right? Or maybe there is a way to play with a Mac. Check out Step 3. It says “Recommended System Requirements”, does that mean the game plays better on a PC or that a PC is required?

Step 3
Step 3

Now I’m confused…

I head over to support, which is a joke, and there’s nothing there to help me.

Fine, I decide to accept that I can’t play this game because I don’t have a PC. So now I’m really excited about something that I can’t use, and I’ve wasted my time.

What could they have done better?

Well, other than creating a game that I actually get to play. You could tell me that I can’t play it, right up front. It is so easy to detect why kind of computer I am using. How about a simple message that says:

Currently we don’t support game play on a Mac computer. Feel free to sign up and we’ll notify you if this ever changes.

This is a perfect example of real-time site personalization that we can all start doing today. There is no excuse for poor experiences like this one. Fix it and keep your users happy.

Jesse Friedman has been building websites for 18 years, and exclusively with WordPress since 2006. Since then Jesse has written several books, taught 100’s of students as a professor, and organized dozens of local meetups along with a few WordCamps. Jesse has spoken at tech conferences around the world including SXSW, HOW, Future events and many more. Jesse has consulted for a wide array of companies from small agencies to multi-billion dollar international companies. Today Jesse is a proud team member of Jetpack at Automattic, where he spends his time growth hacking and building strategic partnerships.

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