The Sony PlayStation 4 (PS4) was released in November of 2013, the 4th iteration of Sony’s popular gaming console. This case analysis will focus on the PS4 console, the accompanying controller (the DualShock 4 or DS4), and the interaction between them. The scope of this analysis will be on the gaming aspects of the hardware and will not delve into any social/media sharing elements of the system.
Framing the Analysis:
Audience
Middle to upper middle-class men, ages 18-40 whose interest in gaming can range anywhere from casual/social to addictive/immersive.
Users: what do they really want/need?
A simple, intuitive system to game and socialize that maximizes enjoyment through a smooth, easy interaction. This is a leisure product, the user does not want to waste precious cognitive resources having to think too hard (beyond the thinking required for an immersive gaming experience).
How will they best achieve those goals?
A quick, simple interaction with the hardware that requires minimal setup as well as an overall intuitive, and enjoyable experience.
Where will PS4/DS4 be used?
Primarily, the PS4/DS4 will be used at home, connected to the user’s television or monitor. However, at 275 mm (width) × 53 mm (height) × 305 mm (length) and 2.8 kg (weight) the hardware is portable enough for travel.
Measuring success
How satisfied are PS4/DS4 users? Do they report a fast, seamless experience starting up the system and jumping into an immersive world of entertainment? Are there stumbles in that process? Do they stay loyal to the product over time? Do they trust that this hardware provides a top at-home entertainment experience?
Sensory system: A race to the brain…
PS4 console look/design:
The unique, angled design will likely stand apart from objects in close proximity (game/DVD jewel cases, electronic cords, books, common home entertainment items, etc). With sharp corners and clean edges, the console’s design draws the eye every time an angle changes abruptly. The unusual design elevates the product to a more memorable place in the user’s brain, not only because of aesthetic elegance, but also its distinctiveness.
The power and eject buttons could be much clearer (see photo above). As the user quickly scans the machine they might even miss the buttons completely, as the slight differences between the buttons and surrounding area are difficult to detect. The buttons are thin and not labeled clearly and offer limited affordances, potentially adding to user burden or leading to user error and unintended anxiety.
DS4 controller look/design
Well designed to fit the ergonomics of the human hand, the caps of the left and right analog sticks were given a rounded, subtly padded design for tender user fingertips. Similarly, the grips were given microtexturing to improve their feel.2,3 These subtle details provide the user with a feeling of comfort and ease, knowing that a lot of thought and care was taken by the device makers.
The four round buttons on the right side of the DS4 will be a familiar sight to users of any of the 3 earlier versions of the PlayStation. Their collective diamond shape and strong, bright colors are easy to reach with a thumb. However, the PS button (small button at the center-bottom of the device–see diagram above) could invoke anxiety as a new feature not available on earlier PS controllers. This button powers the PS4 and DS4 on and off together, offering on-screen options when the PS4 is on and connected to a screen. While assuredly a welcome feature for many users, this button could easily be mistaken for a graphic element and missed as an important interactive piece. The button’s black color is very similar to the color of the rest of the controller and will not attract a quickly scanning user. The extra cognitive energy required to discover the importance of this button could lead to user dissatisfaction. My recommendation would be to raise the height of the button to have it stand out more, as well as reverse the colors of button and logo (the base of the button could be white while the logo black). This raised profile and increased contrast would make the button easier to discover and improve chances of a user interacting with it.
The large touchpad is capable of detecting up to two simultaneous touch presses, and can also be pressed down as a button. However, it does not factor much into the gaming experience. Its large presence is questionable on a device that is primarily used to play video games. My recommendation would be decreasing its size so that more of the controller could be focused on a high level gaming experience.
The DS4 also has an LED "light bar" on the front of the controller. The light bar turns yellow when connected to the PS4 and also provides visual effects and feedback within games (i.e., reflecting a player's low health by turning red). When charging, the light turns white. The differences between a yellow or white light is not immediately clear and requires a small amount of cognitive energy to understand why the light is yellow or white.
PS4/DS4 Sounds
When powered on, the PS4 emits a short “beep” followed by a pleasant hum (the hum is audible only if the PS4 is connected to a screen). The gentle sounds are easily distinguished as start-up noises by a user who has spent even a limited time around modern computing hardware. The hum especially puts user in a relaxed state, ready to sit back and game.
When the PS4 is in the middle of a gaming session it can occasionally make a loud whirring noise while the fan cools down an overheated system. While not ever-present, the noise distracts from the immersive experience sought out by many gamers.
The DS4 does not make any sounds.
PS4 touch/feel
While the design appears slick and modern, when you touch the console, it feels a little cheap and plastic-y. However, the user is rarely handling the machine and much more likely to be looking at it from at least a few feet away. In this case, the aesthetics outweigh the tactile interaction.
DS4 touch/feel
Here, the physical interaction is of utmost importance. It slides comfortably into the hand with ergonomic touches including a curved, cushioned grip and buttons/analog controls that are easily reachable by thumbs. These touches allow for minimal cognitive energy and an easy slide into gameland. The buttons are raised and stand out crisply from the rest of the controller. They are easily pressed and bounce back to their original positions quite nicely after each interaction. The analog sticks similarly spring back into their original positions after use. It feels comfortable, yet durable; the perfect gaming companion.
Pre-attentive processing: “Hold on… did I just think that?”
PS4
While the aesthetic design is impressive and will attract a user’s eye with sharp angles and clean edges, the surface of the console is not organized in an easily scannable way. Before exploring the device for the first time, a user will likely experience at least some anxiety due to the unknown underlying structure that defines the interactive components of the console.
DS4
As the primary interactive tool of the system, the controller is organized into easily defined/quickly scannable sections. There is a clear sense of order, and even if cognitive effort is required to understand how the interactive elements function, said elements are placed in thoughtful proximity and form collective shapes that should elicit a calming effect before the user even touches it.
Mental models: “It’s déjà vu all over again…”
PS4
It is unlikely that an inexperienced user will have a solid reference point to understand what the console is. The shape and design of the machine is elegant and modern, but also different. There will be few connections a user can make from previous experience. This increases the likelihood that a user will have to make a new mental model in order to interact successfully with the PS4.
DS4
It is more likely that a user will have a relevant mental model in reference to the controller. The overall silhouette may be unique, but similarities to a modern television remote are present. Both the common remote and the DS4 have a matte black finish, an organization of interactive elements by function, and rounded edges. These similar qualities communicate that the DS4 can be used to control interactions with your television.
Cognitive skills–“Have I learned this already?”
PS4
Seemingly designed without much consideration for users’ learning styles, the console does not require much direct interaction. Once it is connected to power and a television/monitor, the only direct interaction a user will have is when inserting a game into the console. Further, this interaction is quickly becoming obsolete, as most games are available by direct download and the game on a disc will likely eventually be a thing of the past.
DS4
Although well-organized and ergonomically considerate, there is a steep learning curve in order to become proficient with the DS4 controller. A user with a self-guided cognitive style will have the easiest time making heads or tails of the design.
Memory systems–“Wait, wait, I know this one…”
PS4
With limited functionality (turn on and off, insert game here) there isn’t much memory load imposed on the user for successful interaction with the console.
DS4
With multiple buttons and sticks, the working and especially long-term memory load will be somewhat high for the user to successfully interact with games. For example, remembering the difference between what the circle vs triangle button does will serve a user well if they want to play at a high level. To successfully remember details of such a specific sort, the user’s long-term memory will likely have to engage. This use of these cognitive resources could potentially diminish the user’s experience.
In conclusion: Framing the overall experience
Audience
Overall, the audience will likely be satisfied with the PS4/DS4. The casual user may stumble while learning the buttons/analog sticks, but once long-term memory is engaged the experience will be greatly improved. The more intense gamer will likely also be happy, as the ramp-up period will be shorter and once complete, the interaction with both console and controller is very smooth.
Users: what do they really want/need?
An easy, fun experience of course! In other words, think minimal cognitive effort… For the most part the overall experience is intuitive and easy to manage; just what the user wants. Connect to the wall, press a button and go. The user’s cognitive resources will not have to be engaged at a high level until they dive into the gaming experience– at which point many will enjoy and even expect a healthy challenge.
How will they best achieve those goals?
Through well-organized, intuitive design. The goal of a simple, smooth jump into gaming immersion is achieved with minimal effort from the user. The setup is simple and the overall process of engagement is easy and enjoyable.
Measuring success
As mentioned above, the likely experience of a PS4/DS4 user will be one of enjoyment. The user’s pre-attentive thoughts will likely be communicating that a fun ride is forthcoming. The console has a smooth, slick design and the interaction between it and the controller is fast and seamless to startup and then gaming.
The user will likely remain loyal to the PS4/DS4 over time. As long as the gaming entertainment remains diverse and of high quality, the thoughtful design of the two devices should contribute towards building the user’s trust that this hardware provides a top at-home entertainment experience.
References: 1. Zaheer Sayyed 2017, slideshare.net, October 1, 2019, https://www.slideshare.net/Zaheersayyed/key-positioning-of-sony-playstaion-4 2. Dan “Shoe”Hsu, venturebeat.com, October 1, 2019, https://venturebeat.com/2013/10/24/the-playstation-4-controller-a-close-look-at-the-touchpad-light-bar-design-and-everything-else-part-4-exclusive/ 3. Dan “Shoe”Hsu, venturebeat.com, October 1, 2019, https://venturebeat.com/2013/10/22/the-playstation-4-controller-whats-new-with-the-analog-sticks-and-d-pad-part-2-exclusive/2/