Recently, there has been an increase in the number of shares related to security issues on the “Social Club” platform owned by “Rockstar Games”, which has more than 100 million users. Social networks such as Reddit and Twitter (X) are posting about hacked accounts. It is interesting that some users still have their accounts stolen despite having “2 step verification”. I conducted extensive UX Research on this problem, identified pain points and developed proposals based on my research.

Summary of the research

Embarking on a quest to enhance the security and user experience of “Rockstar Games” exclusive “Social Club,” I, a devoted UX researcher, unveiled critical insights through interviews, usability testing, and competitive analysis.

Two distinct user groups emerged: those with stolen accounts and those hesitant about 2-step verification. Insights from interviews highlighted a lack of awareness and difficulty finding the feature in the Social Club app. Proposed solutions included diversifying 2-step verification options and creating a unified “Rockstar app.”

Usability testing revealed challenges, emphasizing the importance of UX writing and considerations for users with limited mobile internet access. Competitive analysis showcased varied 2-step verification methods on other platforms.

Examining user behaviors and generating insights underscored the need for a more user-friendly and efficient security system. In response, two solutions were crafted to offer diverse verification options and consolidate security measures in a dedicated Rockstar app.

To facilitate user adoption, I recommend subtle prompts during login, encouraging users to embrace 2-step verification. In conclusion, the expedition into Rockstar Games’ realm uncovered user concerns, guiding the path toward a more secure and user-friendly gaming experience.

First Solution

With the help of the Rockstar mobile application, our account provides complete security. You will receive a notification when someone wants to access the account, or when you log into your account yourself, you must confirm it from the rockstar mobile application because the account is protected by “2 step verification”.

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Details of Research

🎯 1. Define Objectives:

• Investigating the mass-scale hacking reasons of “Rockstar Games” exclusive “Social Club” accounts;
• Exploring whether “Social Club” users are aware of the advantages of the “2-step verification” feature;
• Identifying the reasons behind “Social Club” users not opting for 2-step verification or the pain points they encounter when using it;
• Researching alternative methods to enhance profile security, taking into account user concerns.

🕵️‍♂️ 2. Identify Target Audience

In this research, I will focus on two different target groups:

2.1. “Social Club” account stolen group.
2.2 Those who are hesitant to use 2 step verification: These users are not sufficiently informed about the benefits of 2 step verification or unfamiliar with the process.

By reaching out to these two groups, I aim to capture the pain points experienced by users related to “Rockstar Games Social Club” account security system. These insights will help us improve and develop an effective and user-friendly security system.

🔎 3. Choose Research Methods

There are several research methods. Each research method serves a different purpose, and to achieve my goal, I think interviews, usability testing and competitive analysis are more suitable for me.

🧑 4. Create Research Artifacts

💭 4.1 About the interview:

I interviewed about 40 people. 20 of them had their accounts stolen, and another 20 were hesitant to use 2-step verification. I had prepared 8 different questions for both groups. The main points in the responses of people whose “Social Club” account was stolen were as follows:

• I didn’t know that there is “2 step verification” in “Social Club”. I have not received an e-mail notification about this at least once.
• “Social Club” did not encourage me to do “2 step verification”.
• I wanted to use it, but I looked for it in the “Social Club” application and couldn’t find it, so I left it.
• Stealing of accounts within 1 day despite the fact that some of the users used the “Authenticator” application offered by “Social Club” to do “2 step verification”.

The main points in the answers of those who hesitate to use “2 step verification” are as follows:

• To use “2 step verification”, you need to scan the QR code and download an additional security app. And I don’t want an extra app on my phone!
• Why is there only one option for “2 step verification”? I would like to have a more choice.
• I went to the official site to use “2 step verification” and the descriptio there were too long and I immediately left because I was confused.

🎮 4.2 About usability testing:

After conducting the interview, I asked both groups to log into Social Club and do “2 step verification”. Users whose “Social Club” account was stolen registered and opened a new profile. Highlights from their testing include:

• Many users initially searched for “2 step verification” in the settings section of the social club application.
• When some of them entered the “2 step verification” section, they saw the long article with many numbers and said that it seems like a long process, I will not do it and closed it. (Here we see how important the concept of “UX Writing” is. We must remember that we “UX Designers” exist to make things easier and understandable for impatient and impatient people)
• Several people could not continue the operation because there was no mobile internet on their phones. Because there was no Wi-Fi at home and the mobile internet package had run out because internet packages were sold in limited form in the some countries where they lived. You may ask why they didn’t have wifi in their house? Because, being a gamer, they use the internet network in the form of a LAN cable and do not have a wifi modem. Group of people say that if they had wifi modem they will spend more time on the phone.

The following points caught my attention when I was doing a users transaction that was hesitant to use 2 step verification:

• When doing “2 step verification” of the account, users complained about the lack of option. They wanted to do “2 step verification” by texting their mobile number.
• After many people downloaded the security mobile application using the QR code and did “2 step verification”, should this security app stay on my phone? they complained asking questions like this.

📊 4.3 Competitive analysis:

There are many gaming platforms available in the market such as Steam, Epic Games, Battlenet and others. Each of these gaming platforms has its pros and cons, but we’re going to talk about the security issues on these platforms. Especially with 2 step verification.

• Epic Games — This platform gives you 3 options when you want to “2 step verification” your account. Additional mobile application download, mobile number via SMS and e-mail address.
• Steam– Accounts on steam, the world’s largest gaming platform, are protected by steam guard. This is 2 step verification and its own mobile application is secured. EA- 2 step verification in EA Play is protected by mobile app Google Authenticator or e-mail.
• Battlenet– “2 step verification” is protected by its own mobile application. You must confirm from the mobile app when you log in.

🎭 5. Examining user behaviors:

People are becoming more and more greedy day by day. We UX/UI Designers are here to help people reach their goals faster and more conveniently. When we enter the “2-step verification” section of Rockstar Games, we are greeted by such a long post. He doesn’t like to read people. People’s eyes scan. There aren’t even a few options for 2-step verification.

In addition to interviews, from my research on social media, I saw an overwhelming number of posts about Rockstar’s security issues.

✨ 6. Generate Insights:

💭 6.1 Insights from Interviews:

Lack of awareness of 2-step verification: Many people whose accounts have been hacked report that Social Club does not have 2-step verification and does not encourage it.

• Difficulty finding 2 step verification: Some users intending to use 2 step verification had trouble finding the option within the app (Social Club). This thought emphasizes the importance of easy-to-find security settings.
• Dangerous tip: Some users have had their accounts hacked despite being advised to use “Authenticator app” for 2 step verification. This idea shows the need to offer safer alternatives.
• Secure, fast and convenient: considering users who hesitate to download and use additional mobile applications for “2 step verification”, it shows the importance of an alternative and more secure system.
• Choice: Some users have expressed a desire for more choice when it comes to 2 step verification methods.

🎮 6.2 Usability Testing Insights:

• Settings: Users usually look for the “2 step verification” option in the settings section, which is what users want to see there.
• Importance of UX Writing: When entering the “2 step verification” section on the “Social Club” website, we are greeted by long explanatory texts, which indicate that the user’s reaction is prolonged. Simplified instructions can reduce user churn. It’s the job of us UXers to guide the user. They don’t want to read, they want to be directed.
• Mobile internet problem: Some users had difficulty completing the “2 step verification” process due to limited gigabit data on their mobile internet. The reason was the end of internet packages. This highlights the need for users to consider network conditions and suggest alternative methods.
• Mobile App Dependency: Users who enabled 2-step verification asked why the security app needed to stay on their device. They wanna to delete.

📊 6.3 Competitive Analysis Insights:

• Different 2-step verification options: Other gaming platforms offer different 2-step verification methods, such as mobile apps, SMS and email. Providing multiple options can meet user needs.
• Access to the account with a mobile number: When logging into some game platforms, a code is sent to the mobile number you enter via SMS. You enter the profile by entering the written code. This approach can be effective in preventing unauthorized access.
• Rockstar App: As with other gaming platforms, having its own mobile app for Rockstar Games is one of the main options. Because instead of building a separate app for “Grand Theft Auto V The Manual” and RDR2: Companion by “Rockstar Games”, by creating a Rockstar mobile application, both its own “2 step verification” like other game platforms and instead of separate applications for its own games. All in one Rockstar App is considered safe and fit for purpose.

In conclusion, according to the research conducted, users are concerned about the security of their accounts. They emphasize the importance of safer, faster and user-friendly interfaces. In addition, users said they would like to see multiple “2 step verification” options.

🎁 7. Design Possible Solutions:

First Solution:

The first solution is to have more than one “2 step verification” option that users want to see. For this, I entered the official website of “Social Club” and added the mobile phone number, rockstar app (I will talk about it) and Authenticator App options to the “2 step verification” section.

Thus, the user selects “2 step verification” with his mobile number, and by typing his mobile number, he will receive a code for “2 step verification” via SMS. Write that code in the marked place and thus “2 step verification” is activated. Every time the user wants to access his account, wherever he is in the world, he will be able to access his account by typing the code sent to his phone via SMS.

To show you what the solution I wrote looks like, I first designed it in Figma and then created a prototype. Since I don’t know the design system of Rockstar Games, I tried to make it as similar as I could. The goal is to produce neat work 🙂

Second Solution:

According to the research, people want a fast and secure platform, so it can be considered to create a mobile application of “Social Club” like other gaming platforms. Because Rockstar Games has created a separate application for each game, such as Grand Theft Auto V The Manual and RDR2: Companion. I suggest that instead of creating a separate application for each newly released game, you can create an application called “Rockstar app” and add all the necessary information to that application, starting with the use of “2 step verification”.

With the help of the Rockstar mobile application, our account provides complete security. You will receive a notification when someone wants to access the account, or when you log into your account yourself, you must confirm it from the rockstar mobile application because the account is protected by “2 step verification”.

Of course, the work does not end with setting up a convenient “2 step verification” as requested by the users. During UX research, many users had a negative attitude towards “2 step verification”. As a UX Researcher I think that it is necessary to encourage users to “2 step verification” of their accounts as much as possible. Here are my suggestions regarding this:

I suggest that those who do not have 2-step verification, instead of entering the account immediately after entering the email and password to enter the account, offer to do 2-step verification of the account as shown below.

In addition, if the user still does not want to do 2-step verification of his account, and when he logs into his account, information about this should be given in the lower part of the profile.

I hope that you, the readers, will like this extensive research. Thank you for your attention. I got rejected 7 times from Rockstargames, I hope it doesn’t reach 10 😀

Best Regards,
Sharifli Elchin

E-mail: elchinsharifli@hotmail.com