Lola Howell

 

Introduction

 

This project was part of a Usability Testing and Research course taken at the University of Washington. Our team conducted a usability study for EA to uncover problems that might prevent users from enjoying a mobile turn-based collectible card game, Plants vs. Zombies Heroes (PvZ Heroes). 

 

Client & Product Goals

 

According to the client, about 50% of first time users don’t return after the tutorial. EA was interested in learning about the cause behind this trend, as well as identifying and solving other usability issues experienced by users. The main product goal was to keep current and new users engaged in the game even after completing the tutorial. Therefore, it was important that during the study we track the users' experience of the tutorial over time - how much do they understand about the game, what's still confusing, what's their enjoyment at the moment, and what do they want to do more/less of. Insights of this usability study would help EA to reach this goal as well as to further improve the user experience. 

 

User Profile

 

There are several types of target audiences for the product including casual, mid-core and advanced gamers, as well as fans of the PvZ franchise. During an interview with the client we learned that for the PvZ fans the game was too slow since they are accustomed to the traditional fast call to action in the original games. Casual gamers were also not supported in this game, because it is too strategic and requires timely involvement. Advanced gamers are too familiar with turn-based, digital card games and possess knowledge required to successfully play the game. Therefore, our target group of users were mid core gamers who possessed following characteristics:

• enjoy playing turn-based strategy games

• have experience playing mobile games

• first time users of PvZ Heroes

• interested in collecting objects in games

• enjoy animations

• not PvZ enthusiasts (experienced, fans of PvZ franchise), don’t play PvZ franchise games regularly, on daily or weekly bases

• ages 18 and above

• play mobile games more often than casual gamers and less often than advanced gamers( maximum of 12 hours a week)

 

Process

 

Our team created Test Design Kit, which contained all of the following materials we needed to run our study:

• Screening Questionnaire

• Facilitator Script

• Consent Form

• Pre-study Questionnaire

• Scenarios and Post-Task Questionnaire

• Post-study Questionnaire

• Debriefing Interview Questions

• Data-logging and Note-taking Form

 

We used the screener to identify participants who would fit our criteria and recruited them through several Facebook channels for UWT student clubs. We tested 5 participants in person who matched our criteria. Upon receiving the results of study, our team analyzed and sorted the data using a combination of two data-sorting methodologies known as the top-down method, which saves times and allows for pre-set categories of data, and bottom-up, which allows categories to emerge. We compared data to see if any participants faced similar experiences or issues and counted the number of occurrences. The usability test process, results and recommendations were documented in the Study Results Report, which was presented to the client.

 

Findings

 

Highlights

During our study we learned about many positive findings. Despite the difficulties participants encountered, they had many positive perceptions about the game. All participants enjoyed one or combination of the following aspects of the game:

• animations

• variety of characters graphics sound effects

• strategy

• feeling of accomplishment after defeating Zombie Hero

• creating custom decks and getting new card packs

• supporting plants on the field using Fighters with special abilities or Tricks

 

Lowlights

Our research uncovered following usability issues concerning the tutorial:

• participants were not aware of the difference between Fighters with special abilities Abilities and Tricks cards

• participants were not aware of the benefits using SuperPower Card immediately or later

• participants didn’t understand that the objective is to defeat the Zombie Hero and were focusing too much on the zombies on the field

• participants weren’t shown they could learn card abilities by tapping them, and as a result, didn’t make proper use of their cards

• participants were confused with the inconsistency of the back button and the close button; for most of the main menu and game windows the back button (shaped like a back arrow and situated in the lower left corner of the screen) was available for returning to the previous screen, though in some windows it was replaced by the close button (which was a white ‘X’ situated in the upper right corner of the screen).

• one participant was unsure of the definition of the word ‘Concede’

• one participant did not know if the back arrow would automatically save her deck

 

Participants' thoughts on what kind of personality they would give to this game were very insightful:

 

"Reminds me of grandpa, who loves to tell stories, but takes forever to tell them." - P1

 

“Somebody who is introverted because they are trying to hide how to win the games.” - P2

 

Recommendations

 

Terminology

• “Concede” - replacing with “surrender” or “ give up” 

 

Interactions

• Saving custom deck - option to save the deck or educating players about automatic save

• Adding new cards - consistency

• Back button Vs. close button - consistency

 

Tutorial

• Objective - consider including clear explanation. The tutorial starts out with zombies on the field then Heroes are added which is going along with the story during which we learn that one of the zombies on the field was transformed into a Hero. This introduction of the Hero at a later phase might be causing players to treat what was introduced in the beginning as an objective. In order not to change the story our suggestions would be to include clear explanation of the main objective which is defeating a zombie Hero.

• Types of cards (Fighters vs Tricks) - include clear explanation

• Card info - introduce players to this valuable ability

• Team-up - more testing necessary

• Superpower - include clear explanation of benefits, more testing necessary for the dragging issue

• Too fast/too long - consider placement of the tutorial. Separation of the tutorial from missions causes participants to see it as a very long task that has to be completed, on average participants spent anywhere from 15 to 20 minutes, we have to agree this is long. Cramming up all of the new information in this tutorial at a faster pace only makes participants overwhelmed. By the time they are done with it they are too exhausted to continue and returning later might not be very enticing since there is still so much confusion about rules. Therefore our recommendation would be to consider weaving in this tutorial into missions.

• Structure - consider what information should come first. As to explanation of the turns which came in too late, we would suggested considering asking a question what does the player needs to know in order to complete next step properly without confusion and maximum understanding of the strategy in order to create a structure that will make the most sense in the flow of it.