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Deep Dive: Evolving the UX/UI of A Total War Story: Troy using user testing & feedback

The Gamasutra Deep Dives are an ongoing series with the goal of shedding light on specific design, art, or technical features within a video game, in order to show how seemingly simple, fundamental design decisions aren’t really that simple at all.

Earlier installments cover topics such as building an adaptive tech tree in Dawn of Man, achieving seamless branching in Watch Dogs 2’s Invasion of Privacy missions, creating the intricate level design of Dishonored 2‘s Clockwork Mansion, and the tech behind Gears Tactics.

In this edition, Alex Tomakchiev, Lead UI/UX Game Designer at Creative Assembly Sofia, shares how user testing and player feedback helped inform the UI/UX driven design of A Total War Saga: Troy‘s ‘End Turn’ button.

The Beginning (Iteration #1)

Let’s start by looking at one of the most important UI elements in turn-based games – the End Turn button. For a long time during development, our End Turn button looked and behaved very much like it does in Total War: Warhammer II. It used an hourglass icon and if you had pending actions it would show you a different icon for every action. 


The end turn button represented by the hourglass.

When you clicked on the button, it would select a game object or open a panel to prompt you to act on the corresponding action before ending your turn. 

An example of the Royal Decrees notification shown on top of the End Turn button.

This was a good quality-of-life feature that helped remind players of all the actions they hadn’t yet completed, but it also had a downside. We would only display the End Turn button after you had resolved or skipped all of your pending notifications, which in mid-to-late game meant that you might have to go through 20+ clicks before even seeing the End Turn button. 

However, we didn’t give this much thought since we had gotten used to this behavior ever since WH2. Our core players had also seemingly gotten used to it, but then we started doing user tests and quickly ran into unexpected problems. 

The Test

One of our tests was with a group of gamers who had never played a Total War game before and had little to no experience with turn-based strategy games. Now, I know what you’ll say. “Why would you test people who’ve never played Total War when you have people who’ve been playing it for 20 years?” Don’t worry, we asked them, too. But Troy was initially released for free on the Epic platform which meant that we’d have a huge influx of players who were completely new to the franchise. We needed data on what the player experience would be for those people. 

Spoiler alert – it wasn’t great. 

So, we prepared a build, organized the test, invited people and started observing them as they played. At this point we were feeling pretty confident with the game, but then people started playing and reality hit us in the face.

  • One person has spent 40(!) minutes on their first turn because they couldn’t figure out how to end their turn. 
  • Another asked “What do I do now?” after they’ve done most of what could be done on turn one. 
  • A third recognized the importance of the End Turn button, but because they had pending actions, they were seeing an icon to issue a Royal Decree. Once they did that, they completely ignored the button for the rest of the playthrough because they thought it was a button for decrees, not for ending a turn.

Obviously, this was not the first time user experience we were hoping for. New players had a hard time ending their turn. In a turn-based game. 

So, we started scratching our heads and it turned out we were facing a few key issues that all contributed to people not ending their first turn.

The Road to Release (Iteration #2)

Issue 1: It turned out that showing a bunch of notifications and having players go through them before they can end their turn was rather confusing. Regular Total War players were used to it, but new ones? Nope.

Solution 1: We explored two solutions aimed at detaching notifications from the End Turn button so we could have it visible at all times. 

The first was simply to make a separate button for notifications and move it next to the End Turn button. It looked a bit like this:

An initial mockup of notifications alongside the end turn button

Solution 2: The second solution was to move all notifications to a new menu and treat it as a “to-do” list. Ultimately, we went with this because we felt it would be more valuable for players to see them all at once instead of clicking through them one-by-one. It also allowed us to expand the text strings and be more specific. If previously we had “Hero not moved” as a notification, now we’d also show the hero’s name, so players could quickly scan and decide which ones they wanted to move and which ones they didn’t.

An initial mockup of the ‘to-do list’ style of notification menu

However, this change also meant we no longer had anything to stop players from ending their turn IF they had pending notifications. Sure, there was a list of them, but there was no guarantee they’d open the list in the first place, we just assumed they would. 

We implemented the change, even adding some animations and states to the new Notification button, thinking that would be enough to catch players’ attention.

Issue 2: Remember how I said that initially our End Turn icon was an hourglass?

Now ask yourself: if you see this ⌛ on a button, what would you assume that button’s function is? One of our QAs raised that question shortly before release and my jaw dropped. 

I organized a quick survey to ask people exactly that. 100% of the answers were “loading”, “waiting”, “buffering”, “in progress”, “speed up time”, “slow time”… You get the point. It was right in front of our eyes, but we couldn’t see it because we were so used to it. 

One of my explanations was that as gamers, we somehow collectively agreed that the hourglass would represent the end of a turn when Heroes 3 used it back in 1999 and we just kind of rolled with it. But for someone who hasn’t played Heroes or another turn-based game it could be very confusing.

A screenshot of Heroes of Might and Magic, showing the hourglass icon used to end your turn

Solution: We changed the icon to a right-pointing arrow like the one used in every media player ever to show the action of “Next”. We were so used to how things were that someone had to actually ask “Why?” to make us even think about it. This is what we ended up using:

The notification list alongside the new arrow icon used for ending a player’s turn

Release And Beyond (Iteration #3)

Then came the release. TROY was claimed by over 7.5m people and we were ecstatic for them to finally play it! They did and they started sharing feedback. Players no longer had a problem ending their turns, but now it was so easy to do it that we started seeing them ending a turn just to then say “Oh, wait! I forgot to move my army!“.

Naturally, regular TW players noticed this and said “Why did you remove my end turn notifications? It helped me when I was playing and now I forget to do things constantly!“. And they were right! We made a mistake by removing a useful feature just to fix another issue.

The problem was that the notifications were still in the game, BUT, players just weren’t opening the list to see them. And why would they? We didn’t make any effort to draw their attention to the list. 

Once again, we went back to the drawing board and it turned out the solution was quite simple.

All we had to do was to look back at the original implementation and take what was good about it (in this case, the contextual button before the End Turn button). Only this time, we’d show it just once, with an exclamation mark icon and upon clicking it would open the notifications list. Done.

This allowed us to resolve both issues at the same time – not obfuscating the End Turn button behind 20 other ones, while still retaining the “hey, don’t forget these things you can still do” functionality. We also implemented a little improvement to the layout of the Notifications list – we introduced notifications groups.

The current implementation of the End Turn and Notifications list in the game

Because of the time it took to ship these final iterations, (three months had passed since release) we knew that some players would’ve gotten used to how things now worked and it wouldn’t have been right for us to force this new iteration on them. So we added it as an option instead.

The new notification menu option found in Game Settings

And this is where we are now. It’s a good place. Or so we think for now.

Hopefully this story shows you how one UI element can take so many iterations to get right, as well as share some of the lessons we learned along the way (or at least reinforced our knowledge of) such as:

  • User testing will show you things you haven’t even considered
  • Never assume
  • Look for solutions that work for all types of players
  • While getting your design right first time should always be the objective; iteration is a necessity to make improvements and to truly achieve a good design solution! 
  • If you can, give players a choice, don’t lock them into your judgement of what’s right

And we are done! I’ll see you next time.

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A quick UX lesson from GDC Masterclass teacher Celia Hodent

How can game developers better design experiences around their players? This often-asked question is one that Celia Hodent has a particularly strong grasp on, given her expertise in the field of User Experience design (AKA UX).

This December, Hodent will be teaching a day-long Masterclass course on player psychology and UX principles. We wanted to give you a taste of her class in advance, so we reached out to her for a quick Q&A that may help you in your day-to-day game development life.

For your benefit, here’s a conversation between Hodent and a hypothetical game developer looking to solve specific challenges with their game based on player feedback.

Hey Celia, I’m a game designer looking to understand more about UX and player psychology. We’re working on an online multiplayer RPG with a lot of moving parts. We have a solid A/B testing process for new features but we’re looking for ways to introduce player psychology into our process.

What are some of the first steps you take in your work when doing this kind of testing? How do you make sure you’re getting useful data out of it?

Gathering data is a great start! But data is not information. Telemetry data is great to figure out WHAT is going on in your game, but not easily WHY. Let’s say that you see that many players are dying from a specific telemetry event (whether it is from a specific AI enemy, against a specific weapon in PvP, or in a specific location). That’s good to know, but it’s not very helpful by itself.

You need to understand why in order to make decisions. Is it because players don’t understand what is killing them? or because a specific weapon is overpowered? or is it because there’s a usability issue leading players to not even realize that they are getting damage? Making shots in the dark based on gut feelings is not an efficient process to solve problems affecting the player experience. In order to get meaningful insights from telemetry data that will help you make the right decisions faster, you need to start by posing hypotheses very early on the development process.

When considering UX and cognitive science, a common hypothesis would be “If players don’t understand how [feature] works, they won’t be able to feel competent at playing the game and they will therefore churn” (not feeling competent at playing is strongly hampering engagement).

If prior to your beta you have conducted playtests where you observed players and asked them questions, chances are that you’ve spotted early on UX issues that will help you anticipate what precise telemetry hooks you will need once the game is launched to make enlightened decisions faster.

In summary, the first step is to very early on think about what players need to understand in your game in order to progress, feel competent, and master it (among many other things). So that you can spot much faster when something goes wrong and fix it. This mindset (which is the essence of UX) is what will help you once you’re in the beta stage.

You can’t “introduce player psychology into the process”. Considering human factors at every step IS the process.

That’s helpful!! Here’s my next question: we’ve gotten some feedback from players over time as we’ve problem-solved various issues that the game seems to be getting easier, but not necessarily more fun. We think we may have overcorrected in our process by sanding off the edges of some encounters.

In your work, what’s been a useful step for figuring out when player frustration is good frustration, versus when it’s frustration developers should be trying to eliminate?

That’s a great question. Fine-tuning the difficulty curve is important to offer a good UX, as it’s one of the key components of game flow, which in turn is one of the three pillars of engageability (along with motivation and emotion).

A game should not be too easy, or too hard. The problem is that different players have different levels of expertise and need different levels of challenge. Also, some games are specifically sought out for their high level of challenge (such as Souls games), while other games can be appreciated when they are more chill. Thus, many factors are at play.

Generally speaking, when a game is too easy players get bored and might stop playing. When it’s too hard, they might rage-quit. This is one of the things that we can only fine-tune once the game is in beta and played by thousands of players, thanks to telemetry data and player feedback.

Both are important to look into, as there can be a big gap between what players say and what they do. But if they say that they find the game too easy in surveys and telemetry data tells you that players are churning, it can indeed be a sign that you need to raise the level of challenge in your game.

If these sound like the kinds of questions you’d ask Hodent if you had the chance, get your own answers and sign up for her GDC Masterclass before seats fill up!

Gamasutra and GDC are sibling organizations under Informa Tech.

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Blog: General tips for ‘Games as a Service’ indie games

<!– –> Gamasutra: Yannick Elahee’s Blog – Updating your games after production, general tips for Games as a Service for indie games

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Tips to organize Live Updates for indie games

When your game passes the gold version but still get updates, we call it live ops developement or “game as a service” (GAAS). Big companies are praising live ops and indies are getting in this new trend as well. But this is not a small decision and you should be aware of major challenges. We will talk about:

  • Changing your production organization
  • New marketing challenges
  • Understanding your players expectations
  • and much more!

Should you do live ops at Release?

If you have a narrative game, live ops is probably not for you! But you can think of new stories in DLC or free chapters to add later.

If your game is not purely narrative, you have a few things to consider before doing live updates:

  • Do you really want it? Don’t do it if you’re exhausted from production.
  • Did you bring enough revenue so updates are actually worth the money?
  • Has your game under-reached it’s potential? Maybe updates can help on long-term sales to catch up!

Yes, those two last points are super hard to estimate. I generally advise to not do live-ops updates if your game has been sufficiently marketed and only generated 25% of it’s production costs during month 1 of release.

Check out this article by Simon Carless to see an average on how much games do 1 week, 1 month and 1 year after release.

https://gamediscoverability.substack.com/p/data-deep-dive-whats-the-long-tail

Reactivity

When creating updates, there is a continuous flow of things developer have to do. Game designers have to tune in new features, developers have to implement new stuff, level designers have to tweak values, graphic artists have to make new mockups and graphic items.

The problem is that now, the time scale is much tighter. They used to have 3 to 6 months to plan ahead and prepare stuff. Now, it’s only 1 or 2 months max. The art direction must stay the same, no bugs should arise from old features, new content has to be even better than the previous one.

In this storm, as a marketer you’ll be the one at the end of the pipeline. Most of the time, everything must be 100% ready before you can speak about it. Players will complain that you’re not talking enough. The truth is if you’re only speaking to say useless things or features that will never see the light, they’ll resent you as well.

The key here is to improve your tools. If you’re fast enough, you’ll be able to put up PR & dev blogs on the fly without spending too much time in preparation. Here are some things you can put up in place:

  • Learn to make gifs, arts & others on your own. It doesn’t necessarily mean understanding how to design, it can also be using premade assets & fonts from the graphic art team.
  • Get a good translation pipeline. Try to hire translators who can be reactive and answer emails fast. Getting professional translators is often better because amateurs tend to do it on the side.
  • For everything mass mailing, use some newsletter system and get something easily editable, with templates and such.
  • Get a proofreading app. It will help you clean 50% of mistakes on your own and maybe avoid getting an editor.
  • Have a solid database of organized assets. You don’t want to fetch assets, links, texts for too long!

 

Hiring & People Management

The problem with live ops is that you probably have 2 years or so behind you. When the game got released, you team might be burned-out. Think abot your structure, getting new people, or putting the current one on new projects!

New people give a new perspective on game design, art and much more. They have a solid base that can get new, exciting, sometimes game-breaking changes.

Be careful to hire people that get, and like the base, the vision. They need to push the game in the best direction possible while keeping the current players happy!

After the release of your game, let your team take holidays or days off in the week. Maybe switch to a 3 days work week during a few weeks or even during this whole new phase can be interesting. You’re going a fresh energy, either from new or former workers.

Game companies sometimes hire third-party studios to create new DLCs and updates ! Motion Twin gave Dead Cells to Evil Empire, they’re now producing DLC with paid and non-paid content. I’ve heard there are other companies more and more doing this!

When releasing a game, it’s interesting to have a clear roadmap. Players love to know what’s coming up, what content is in preparation, how the game will change and evolve.

Be careful though, if you change the roadmap make sure the changes are SUPER visible. Your hardcore fans ARE waiting for some features!

I suggest that you separate your upcoming content into MAJOR and MINOR features.

For instance you can release every 1 or 2 months, 1 major feature, and at least 2–3 minor features. It’s even better if it’s aimed for short, medium or long term game sessions. Make sure every profits from getting a new update!

 

 

Community Debugging

Some people take the opportunity of live players to allow them to report bugs. People like to complain when there is a bug, and they like to know it’s acknowledged by developers. There is nothing more frustrating to a player that a recurring bug that never gets addressed!

We’re missing some tools to make this community debugging, but the most frequents are:

  • Discord, sometimes helped by a bot
  • Trello, where people can upvote / sometimes create issues
  • Public repository such as the example of Spellcasters University
  • Ingame reporting tools, that get more popular but lack an efficient tool that can be easily deployed

 

Analytics

You can implement Analytics when the release is 75% completed! Too soon and you’ll lack content to analyze. Too late you’ll miss a good chunk of players as well as the opportunity to balance things out!

I’ve struggled with it myself, and built a custom backend! But it was too much work, and I’m now using Game Analytics. It was a bit complicated at first, but now we have pretty interesting marketing & design stats!

Quick & Good promo

Biggest studios get a video trailers to showcase the changes! You can also do one, but it takes new skill you may not have inhouse. I think we’ll see these “promo trailer” more and more.

Be careful though, they take time to make and sometimes don’t gather enough attention because it’s “only” a game update. It depends on the type of new content you’re pushing!

That’s it for now! Have a great day and let me know if you have any questions about live ops for indies.

Tavrox.

I’m making a game called Neurodeck! Check out the steampage!


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