At the DICE Summit 2025, Rod Fergusson, the general manager of the Diablo series, candidly opened his talk by reflecting on one of the franchise's most notable setbacks: Error 37. This infamous error code plagued the launch of Diablo 3, frustrating players worldwide as they attempted to log in amidst overwhelming server demand. The backlash was intense, with the error becoming a meme and a symbol of Blizzard's initial struggle to manage the game's launch. However, through diligent efforts, Blizzard rectified the issue, paving the way for Diablo 3's eventual success. This experience has profoundly influenced Blizzard's approach to game launches and live service management, especially as they steer Diablo into a more intricate live service model with Diablo 4.
Diablo 4 represents a significant evolution for the series, embracing frequent updates, ongoing seasons, and planned expansions to maintain player engagement over the long term. Fergusson emphasized the importance of avoiding another launch fiasco like Error 37, as it could jeopardize the game's longevity and its aspirations to be a leading live service game.
Diablo, Immortal
During the summit in Las Vegas, I had the opportunity to discuss with Fergusson following his presentation titled "Evolving Sanctuary: Building a Resilient Live-Service Game in Diablo IV." In his talk, he outlined four key strategies for ensuring Diablo 4's resilience: scaling the game effectively, maintaining a steady flow of content, balancing design purity with player satisfaction, and keeping the community informed about future updates.
Fergusson's vision for Diablo 4 is to keep players engaged consistently and for the long term, a significant shift from the traditional model of the series which relied more on sporadic expansions and updates. This new approach aligns with the trend of major AAA titles evolving into long-lasting live service games.
When asked about the future of Diablo 4, Fergusson was clear: while not aiming for an "eternal" game like Destiny initially planned, he wants Diablo 4 to remain relevant for many years. He highlighted the importance of respecting players' time and commitment by providing a clear roadmap of what's to come.
The gap between Diablo 2 and 3, and subsequently between 3 and 4, spanned over a decade each, but neither had the aggressive update schedule that Diablo 4 is set to follow. Fergusson, who joined Blizzard in 2020 after leading the Gears franchise, is keen on planning ahead but not too far into the future, as evidenced by his cautious approach to announcing the release of the second expansion, Vessel of Hatred, slated for 2026.
Ruining the Surprise…on Purpose
Fergusson's strategy includes being more transparent about future plans, which involves sharing content roadmaps and utilizing the Public Test Realm (PTR). Initially, there was hesitation about spoiling surprises for players, but Fergusson believes that it's better to "ruin the surprise for 10,000 people so that millions of people have a great season." This approach allows for feedback and adjustments before wide release, minimizing potential issues that could arise from unexpected changes.
He also discussed the challenges of expanding the PTR to console players, a move that is currently hindered by certification issues but is under consideration with the support of parent company Xbox. The inclusion of Diablo 4 on Game Pass is another strategy to lower barriers to entry and attract a broader player base, similar to the decision to release the game on Steam alongside Battle.net.
All Hours Diablo
As our conversation concluded, I inquired about Fergusson's recent gaming habits. He dismissed comparisons between Diablo 4 and Path of Exile 2, noting that they are "very different games." However, he acknowledged the need to consider players who enjoy both titles, suggesting that Blizzard might adjust season timings to allow players to enjoy both games without conflict.
Fergusson shared his top three games of 2024 by playtime: NHL 24, Destiny 2, and, unsurprisingly, Diablo 4, with a staggering 650 hours on his personal account. His current characters include a Companion Druid and a Dance of Knives Rogue, reflecting his deep personal connection to the game. He explained his gaming habits, mentioning how he often gets distracted from single-player games by the allure of live service games like Diablo, which he has loved for years.
