The Heist and the Hazardous
Case Study
Summary
I coached a Junior UX designer on researching navigational challenges in "The Heist and the Hazardous" DLC. We conducted a week-long internal usability test, revealing that players needed clarification due to unclear objectives. As a result, we recommended placing objective indicators (OIs) at strategic points throughout the missions. This adjustment improved player navigation and understanding, enhancing the gameplay experience. It also set a precedent for future game development by emphasizing the importance of intuitive player guidance.
Situation
While working on "The Heist and the Hazardous," our first downloadable content (DLC) release, a UX Designer (who also doubled as a Missions designer) brought a notable issue to my attention. He pinpointed a problem with conveyance within the game, specifically the lack of clear guidance on objectives and locations, which he believed could lead to player confusion or frustration with navigation, progression, and difficulty.
Tasks
I supported the designer in conducting usability testing to explore this issue further. The goal was to collect tangible data on how prospective players navigated the missions, focusing on the conveyance issue and the potential need for implementing an objective indicator (OI) to facilitate better player understanding and navigation.
Actions
We organized a week-long internal usability testing session involving six employees unfamiliar with the DLC to reduce familiarity bias in the gameplay experience.
While the junior designer moderated the testing sessions, I took notes and made observations. We closely monitored the players' interactions with the game, noting any signs of confusion, frustration, or misdirection due to unclear objectives or guidance.
After the usability tests concluded, I helped the junior designer collate our observations into a concise, actionable report detailing our findings and the observed challenges players encountered due to poor conveyance.
A screenshot from the report depicts moments where the Objective Indicator (OI) would be helpful, and conveyance issues repeatedly occurred.
Results
The usability testing illuminated significant challenges in navigating the DLC, stemming from unclear objectives and inadequate guidance. These insights were particularly valuable in understanding the necessity and potential impact of integrating OIs within the game to address these navigational issues.
Outcomes
Based on our report, the Senior Franchise Producer instructed teams to incorporate OIs at strategic mission points to improve player guidance and enhance the gameplay experience. Implementing these changes led to a noticeable improvement in player navigation and understanding of the DLC's objectives, as confirmed in post-change usability tests. This adjustment addressed the immediate issue and set a precedent for considering player conveyance in future game developments, ensuring a more intuitive and user-friendly gameplay experience.