VIDEO HORROR SOCIETY
A UX case study examining how Video Horror Society introduces new players, where the onboarding breaks down, and what can be done to improve early-game clarity and engagement.
CLIENT
HELLBENT
ROLE
UI / UX
TIMELINE
2016 – 2021
Introduction
Video Horror Society (VHS) is a 4v1 asymmetrical multiplayer game. One player takes the role of a monster, while four others play as teens trying to defeat it. The gameplay mixes horror themes with arcade-style combat.
The game includes an optional training mode for both the teen and monster roles. Each training session lasts about 12–17 minutes and walks the player through core mechanics using scripted prompts. The teen training teaches movement, crafting weapons, reviving teammates, and banishing the monster. The monster training covers tracking, using powers, and downing players. While functional, the training is isolated from the main game and offers no connection to real matches or progression. After completing it, players are returned to the main lobby with no clear guidance on what to do next.
AGENDA
plan
- Define the problem: Early player drop-off and mechanic confusion
- Set scope: Focus on first-time user experience and onboarding flow
- Choose research methods and timeline
RESEARCH
- Observe new player behavior in-game
- Review existing training and UI structure
- Gather community feedback and compare with similar titles
ANALYSIS
- Evaluate onboarding using usability heuristics
- Identify friction points and missed teaching opportunities
- Synthesize findings into actionable insights
DESIGN
- Streamline training flow and clarify core mechanic teaching
- Propose first-time user path with guided bot match
- Simplify early menus and UI elements to reduce cognitive load
THE PROBLEM
Many new players in Video Horror Society were showing signs of confusion early on—missing objectives, ignoring core mechanics like crafting or reviving, and often quitting after just a few matches. These weren’t design flaws in the systems themselves, but signs that the game wasn’t teaching them well. This study was done to understand where the onboarding process was falling short and why key mechanics were going unused.
WHY ONBOARDING MATTERS
Onboarding is not a tutorial. It’s a system or set of systems that helps new users understand how a product operates. In video games, Good onboarding helps new players understand how to play without overwhelming them. It teaches mechanics, goals, and systems in a clear, gradual way. Most importantly, it builds confidence. A well-onboarded player should feel capable, not confused. Poor onboarding fails to support new players. It either gives too little information or too much, too fast. It creates confusion, not clarity.
In asymmetrical games like VHS, onboarding is especially important because:
- Players must understand two very different roles (teen vs. monster).
- There are multiple overlapping systems, as well as several systems unique to each role.
- The game has no single-player campaign to ease players in or to act as a training ground.
Initial view of the game with all the features and system available to them becomes very overwhelming to new players
RESEARCH
To evaluate the onboarding experience in Video Horror Society, I used a mix of low-cost user research methods. Using more than one method gave us a broader and more reliable picture. It helped catch blind spots and reduces the chance of drawing false conclusions based on any one type of data.
The full method included:
- First Time User Walkthrough
- Heuristic Evaluation
- Post-Session Interviews
- Comparative Analysis
- Secondary Source Review
I. First time user walkthrough
We played through the game with a clean account to replicate a true first-time user experience. We recorded and documented each screen, prompt, and interaction from launch through to the completion of the first full multiplayer match.
Why:
This reveals the actual player journey without assumptions. It helps spot friction points and missed teaching opportunities.
First Time User Journey
We reviewed the game’s onbaording using an agreed upon, custom list of game design heuristics which included
- Clear goal setting
- Progressive disclosure
- Feedback and error prevention
- Appropriate challenge for new users
- Appropriate challenge for new users
- Minimized cognitive load
Why:
This provides a structured way to identify usability problems that often go unnoticed. It helps anchor observations in proven design principles with clear solutions.
Ii. heuristic evaluation
Heuristic Evaluation wireframe sheet used with dummy data
Heuristic Evaluation Results wireframe sheet used with dummy data
IiI. post session interviews
After their first session, players were asked a short set of open-ended questions like:
- What confused you?
- What made sense right away?
- What would you have liked more help with?
Why:
Participant reflection can reveal problems players didn’t verbalize during play. It also highlights emotional and subjective reactions that aren’t always visible during gameplay that with further questioning can lead to insights.
We analyzed onboarding flows from similar games—such as Dead by Daylight and Friday the 13th—to understand different approaches to introducing complex multiplayer systems.
Why:
Comparative studies help spot gaps, strengths, and missed opportunities by viewing the design in context. It can also offer a quality bar to idealistically aim for or surpass.
IV. Comparative Analysis
V. Secondary Source Review
I reviewed online forums, Steam reviews, and Reddit threads focused on new players. I looked for recurring complaints or praise about onboarding and early-game confusion.
Why:
Community feedback can surface trends that we might not catch in small samples, especially when it comes to long-term retention and user sentiment and with the vast data available it becomes a good source for more generalised onboarding and initial ideas.
why use multiple Methods
No single method gives a complete answer. By combining direct observation, structured evaluation, player feedback, and comparative context, we build a more accurate, well-rounded understanding of the onboarding experience.
- Catch different types of problems (e.g. usability vs. emotional friction)
- Balance subjective and objective insights
- Reduce the risk of researcher bias
- Increase confidence in the findings
This approach ensures we’re not solving the wrong problem—and gives better guidance for improving the player experience.
ANALYSIS
After conducting the five user research methods, clear patterns began to emerge. Across all data sources—first-time playthroughs, expert evaluations, and player interviews—the same core issues were observed:
1
The lack of onboarding structure caused confusion within the first few minutes of gameplay. New players often missed the optional training mode, and those who found it weren’t always sure what to do afterward. Without clear next steps, many wandered the hub menus or jumped into matches they weren’t ready for.
“I did the training, but then I wasn’t sure what I was supposed to do next.”
— Interview participant
2
Players consistently ignored or misused key mechanics like weapon crafting, map awareness, or team coordination. In both interviews and first-match recordings, we saw players:
- Running from objectives
- Missing revive opportunities
- Standing idle during monster phases
This echoed what we saw in secondary sources—players didn’t understand how to play as a team or why certain systems mattered. It was also noted that the later the topics were covered in the training exercise the more people ignored the topic, this pointed to players skipping the training early and missing topics entirely, something we cross-checked with other associated data.
3
Heuristic evaluation confirmed what players said in interviews: the game surfaces too much information too early. With multiple currencies, progression trees, cosmetics, and loadouts visible from the beginning, the menus added to the mental load.
“I didn’t touch any of the perk stuff. I just went into a match.”
— Interview participant
4
There was no transitional space between training and competitive play. Players were left to decide what to do next—often before they were ready. Compared to similar games, VHS lacks an intermediate step like a guided bot match or tiered objective system.
DESIGN
After conducting the five user research methods, clear patterns began to emerge. Across all data sources—first-time playthroughs, expert evaluations, and player interviews—the same core issues were observed:
1. Simplifying Initial Menus
We proposed hiding advanced menus—such as Rentals, Loadouts, Journey, Movies, and the Store—until after a few matches. These features are valuable later on but introduce unnecessary complexity early in the experience. By delaying their appearance, we reduced cognitive load and helped players focus on learning the basics—movement, crafting, and teamwork—without distraction. We also added simple, contextual tooltips to explain unfamiliar terms directly in the interface. To match the player’s growing familiarity, systems like Loadouts and Perk Customization would unlock gradually, based on progress or match count. These changes created a more focused onboarding experience and allowed players to build confidence before engaging with deeper systems.
2. Enhancing the training experience
We also proposed revamping the training mode to make it shorter and more focused. The original version included long pauses, scripted delays, and moments where players waited for instructions to catch up with their actions. We streamlined the sequence by removing unnecessary steps and narrowing the focus to the essentials—movement, crafting, combat, and reviving. Alongside this, we updated the UI to better highlight objectives, added clearer visual markers to guide players through each task, and revised the voiceover to be more concise and direct. These changes made the training feel more responsive and purposeful, reducing player frustration and helping them grasp the core systems quickly. By tightening the experience and improving the clarity of communication, we ensured players spent less time waiting and more time learning through action—building a stronger foundation before moving on to their first real match.
3. Guided First-Time Flow
To address visibility, freedom, and recognition, we designed a more supportive first-time experience that holds the player’s hand for longer. On first launch, players are required to complete the training mode, followed by a guided transition into a bot match. While the training mode introduces mechanics in isolation—such as movement, crafting, and abilities—the bot match places those same mechanics into the flow of a full game. Players face AI opponents and teammates, allowing them to practice what they’ve learned in a realistic but low-pressure environment. This bridge between tutorial and live matches helps reinforce learning through repetition and gives players the chance to experiment without the risk of letting down real teammates.
CONCLUSION
This study’s purpose was to uncover why many new players struggled in Video Horror Society—often ignoring key systems, becoming frustrated, and quitting early. By using a mix of methods—first-time walkthroughs, heuristic evaluation, interviews, comparative analysis, and community review—we captured a clear picture of where onboarding breaks down and how it can improve.
We found that the training mode was overly long, disconnected from real gameplay, and supported by inconsistent UI and vague feedback. Players left it still uncertain about what to do next. Menus overloaded first-time users and offered no stage-by-stage guidance. In live matches, lack of direction and lack of reinforcement caused players to overlook mechanics like reviving or crafting entirely.
Guided by Nielsen Norman’s usability heuristics, we designed and tested three major interventions: a focused onboarding flow that transitioned players from training into a bot match, trimmed and more direct training content, and contextual UI updates including clean visual cues and tighter voiceover. These changes worked together to build confidence and reduce early friction.
Limitations
- Small sample size: Our initial usability sessions involved only a handful of participants, which may not capture the full diversity of player backgrounds.
- Prototype scope: We tested early-stage mockups rather than full system integration—certain interface behaviors and edge cases weren’t covered.
- Short-term metrics: We observed player reactions and immediate behavior, but gaps remain in understanding long-term retention impact.
Benefits and Observed Outcomes
- Lowered cognitive load: Simplified menus and focused training allowed new players to absorb and use core mechanics more quickly.
- Clearer mental models: Contextual tooltips, consistent labeling, and visual guidance helped players make sense of the interface and game systems.
- Faster onboarding pace: Streamlined training and a structured bot match gave players early success and momentum.
- Improved confidence: Players felt more prepared and less lost when entering actual multiplayer matches.
In summary, small, focused improvements to onboarding—grounded in proven usability principles and tested with real players—can convert confusion into clarity. They help VHS deliver on its unique asymmetrical design by ensuring new players understand and engage with its systems, setting them up for longer-term enjoyment and retention.
