Research Report Structure

This research report is structured into three main sections, each demonstrating the application of different UX research methodologies. The study explores the usability, efficiency, and accessibility of two major game distribution platforms—Steam and Epic Games Store—through a series of structured experiments. The findings provide insights into user behavior, system performance, and areas for potential improvement in digital product design.

Why Choose This?

This research is not just about comparing two game platforms—it’s about understanding the user experience in a highly competitive digital market.

I came up with this idea because I’ve always been curious about how design decisions impact user behavior. Steam and Epic Games Store are both used by millions of players worldwide, yet their UX philosophies couldn’t be more different. Steam is feature-rich but complex, while Epic Games Store is simpler but sometimes limiting. As a UX researcher, I wanted to explore:

• Does a more streamlined UI (Epic) actually lead to better usability?

• Does having more features (Steam) necessarily make a platform better, or does it introduce friction?

• How do different search and navigation approaches affect how easily users can find what they want?

Section 1: Performance-Based Metrics

To objectively evaluate the usability of Steam and Epic Game Store, we conducted a controlled experiment measuring task success rates and time-on-task efficiency. By focusing on a common user task—purchasing a game, we quantified how easily users could navigate each platform’s interface.

Key Question: How do task success rates and completion times differ between Steam and Epic Game Store, and what does this reveal about their usability?

Experiment Design & Process

1. Participants & Testing Setup

A total of four participants with varying experience levels were recruited to complete the same game purchase process on both platforms. To ensure unbiased results:

✅ New accounts were used to eliminate personalization effects
✅ Participants completed the same purchase task on each platform
✅ The Think-Aloud Protocol was applied to capture real-time frustration points
✅ The tests were conducted in-person, with identical hardware and internet conditions

2. Task Breakdown

Each participant followed an identical workflow to purchase a free game on both platforms. The tasks were split into key segments:

1️⃣ Login & Store Navigation → Locating the game store and initiating a search
2️⃣ Search Process → Entering the game title and selecting the correct item
3️⃣ Checkout & Completion → Navigating through terms of service and completing the purchase

To measure performance, two key metrics were recorded:

• Task Success Rate → Could the user complete the purchase without external help?

  

• Time-on-Task → How long did it take to finish the transaction?

  

Methodologies Used on Data Analysis

• Think-Aloud Protocol: Captured real-time participant frustration and problem-solving strategies.

• Paired Samples T-Test: Statistical comparison of time-on-task performance across platforms.

  

• Chi-Squared Test: Measured task success rates for significant differences.

Key Findings & Insights

1. Steam has a higher task success rate, but with more friction.

✔ Users successfully completed the purchase more consistently on Steam
❌ The age verification process was a frequent frustration point
❌ Some users struggled with Steam’s layered UI, requiring more steps

2. Epic Game Store enables faster transactions, but with more errors.

✔ Users completed purchases in less time
❌ Some users misclicked due to minimal filtering and categorization
❌ UI lacks guidance, leading to accidental game selection errors

3. Cognitive Load vs. Efficiency

• Steam’s UI is detailed but overwhelming, leading to longer interaction times

• Epic Game Store is faster, but the lack of structure causes uncertainty

Section Conclusion

This study validates the initial hypothesis that Steam has a higher task success rate compared to Epic Game Store, while Epic Game Store allows users to complete tasks in less time.

Takeaway: A well-designed purchase flow should balance efficiency with clarity—a platform should be both fast and forgiving to support diverse user needs.

Section 2: Behavioral Study & Usability Testing

In this phase of the research, our goal was to analyze how users interact with search functionalities on Steam and Epic Games Store and identify how effectively each platform supports different search behaviors. Since discoverability is a critical factor in user experience, we aimed to understand how users search for games, the challenges they encounter, and what factors contribute to search frustration or efficiency.

Key Question: How do usability challenges in search, friend management, and game invitation impact user experience on Steam and Epic Game Store?

To achieve this, we conducted a usability study focusing on search accuracy, efficiency, and frustration levels. This allowed us to assess whether users could find relevant games easily, how intuitive the search experience was, and where usability barriers existed.

Experiment Design & Process

To systematically evaluate the platforms, I designed two key experiments:

1. Identifying Usability Issues

   • Participants performed a multi-step task: adding friends, purchasing and gifting a game, and inviting a friend to play.

   • Usability issues were recorded and classified by severity (Low, Medium, High).

2. Applying Self-Reported Metrics

   • Participants freely explored the platforms for one hour and completed surveys evaluating usability, efficiency, and satisfaction.

   • Semantic Differential Scale, After Scenario Questionnaire (ASQ), and Net Promoter Score (NPS) were used for data collection.

Methodologies Used on Data Analysis

1. Statistical Analysis –

   • ANOVA test to compare usability issues.

• Chi-Squared test to validate the impact of service integration on user errors.

• Questionnaire Data Computation for Semantic Differential Scale and After Scenario Questionnaire insights.

Key Findings & Insights

1. Usability Challenges in Friend Management & Game Invitation

   • Steam's friend request system was less intuitive, with two users inputting friend info in the wrong field.

   • Epic Games Store users struggled with game invitations, failing to locate the invite option on the first attempt.

2. Perceived Efficiency and Satisfaction

   • Steam was rated lower in interface fluency, with age verification and transaction steps slowing users down.

   • Epic Game Store performed better in UI clarity, but lacked advanced functionalities, impacting long-term user satisfaction.

3. Platform Strengths & Weaknesses

   • Steam: Feature-rich but higher cognitive load, requiring users to navigate multiple layers of functionality.

   • Epic Games Store: Simpler and smoother, but less adaptable for experienced users who expect advanced customization.

Section Conclusion

This research validates that integrating multiple online services in a game platform increases user errors, and platform smoothness directly influences user satisfaction. Steam remains dominant due to its extensive ecosystem, despite usability friction, while Epic Games Store offers a more fluid but less feature-rich experience.

Future improvements for both platforms should focus on UI customization, accessibility enhancements, and a more intuitive interaction flow to optimize usability for a diverse user base.

Section 3: Behavioral Study, Combined Metrics Score, and Additional Topics

In last section, I try to investigates how effectively Steam and Epic Game Store facilitate game searches through precision search (exact game title) and associative search (keywords, genre, features). The goal was to evaluate which platform provides a more efficient and user-friendly experience, identifying strengths, weaknesses, and potential areas for improvement based on user behavior, completion rates, and feedback.

Key Question: How well do Steam and Epic Game Store support different search strategies, and how does this impact user experience?

Experiment Design & Process

1. Participants & Testing Setup

Four participants—two with high platform experience, two with moderate experience—were assigned identical testing conditions:

✅ New accounts were used to eliminate personalized search bias
✅ Each participant searched for three pre-selected games on both platforms
✅ The Think-Aloud Protocol was used to capture real-time feedback

2. Task Breakdown

Each participant completed two types of searches on both platforms:

• Precision Search → Entering the exact game title

• Associative Search → Searching by genre, mechanics, or keywords

  

💡 Example task:
A participant searching for Among Us via "Multiplayer" or "Casual" instead of directly entering the game title.

🕒 Time spent per task and accuracy rates were measured to compare performance.

Methodologies Used on Data Analysis

• Think-Aloud Protocol → Capturing real-time frustrations and insights

• Categorization of Comments → Logging Positive, Neutral, and Negative reactions

  

• Task Completion Rate Analysis → Measuring success rates for both search types

• Statistical Analysis → Comparing efficiency and user sentiment

Key Findings & Insights

1. Steam outperforms in Precision Search, but struggles with Associative Search.

✔ All participants successfully located games with exact search terms
❌ Genre-based searches led to inconsistent results

2. Epic Game Store’s Associative Search is unreliable.

• Users failed to locate games efficiently when relying on genre or feature-based searches

• Example Complaint:
  “I searched for ‘Multiplayer’ expecting Among Us, but the results were mostly FPS games.”

3. Search logic impacts user frustration.

• Steam’s search engine prioritizes exact matches, making genre-based discovery harder

• Epic Game Store lacks structured filtering, leading to irrelevant results

• Key frustration point:
  “Casual search shows too many games—finding one specific title takes too long.”

Section Conclusion

This study highlights a critical difference in Steam vs. Epic Game Store search logic:

• Steam is better for direct searches but lacks intuitive genre-based discovery

• Epic Game Store struggles with keyword filtering, frustrating users who rely on broader search terms

Takeaway: Search optimization is a key UX factor—associative keyword mapping and filtering improvements are needed to match how players actually search.