Chapter 1: The Disappointment of Nintendo's Online Services

Having recently tried out the Nintendo Switch's online features, I found myself wishing I hadn't.

If you’ve ever used a gaming console like Xbox or PlayStation, you’re probably familiar with the seamless process of connecting with friends online. You send an invitation, they accept, and just like that, you’re friends. It’s a straightforward and elegant process.

Once connected, you can see when your friends are online, what games they're playing, and even jump into a game with them. Plus, sending fun post-game messages after a victory in Apex Legends adds to the experience.

This level of simplicity has been a hallmark of Microsoft’s design since the Xbox 360 launched in 2006. In 2021, it’s reasonable to expect similar functionality from giants like Microsoft, Sony, or Nintendo—especially when you’re paying a subscription fee.

While Microsoft and Sony provide a rich, user-friendly online gaming experience, Nintendo's approach feels like an afterthought. The Switch's online features seem hastily included, lacking depth and functionality.

Connecting with friends is a cumbersome task, joining games can be hit or miss, there's no built-in voice chat, no dedicated servers, and overall, it feels like a poor investment. It raises the question: why is Nintendo lagging behind?

Cognitive Overload and User Experience Issues

One of the more perplexing aspects of user experience design is the concept of a "shit loop." This term refers to when users find themselves trapped in a cycle of frustration within an interface. You may have experienced this phenomenon yourself. As Adrian Zumbrunnen describes, a shit loop occurs when "a series of unwanted actions in a user interface lead users down a progressively darker path."

My experience was no different. I initially struggled to understand the difference between a user account and a Nintendo account, wasting considerable time trying to add a friend. Eventually, I realized that I needed a Nintendo account linked to my user account.

This revelation transformed my frustration into an angry quest for discoverability. "Why can't I see any of my friends!?" Cognitive overload kicked in, prompting me to take a break. Upon returning, I discovered that friends only appear once a Nintendo account is linked.

If a user initially sets up their Switch with just a user account, the subsequent need to link a Nintendo account should be made clearer. There needs to be a clear indicator of what users need to do, as without proper guidance, they may be left guessing.

Once I figured this out, I had to switch to another device to create my Nintendo account, which I then linked to my user account. It would have been more convenient to handle this entire process directly on the Switch, but alas, that’s Nintendo for you.

Voice Chat: A Missing Feature

As if the situation couldn't get any worse, I recently learned that the Switch lacks native voice chat support. Developers are responsible for incorporating this feature, and even then, it’s not always straightforward. This basic functionality was a standard feature on the Xbox 360 when it launched 15 years ago!

To communicate with friends, users must download an app on another device, log in to their Nintendo account, and initiate a voice chat. Want to chat with multiple friends? Forget it—party chats are not supported. This adds yet another layer of friction.

My eight-year-old was incredibly disappointed to find out she couldn’t just plug in her headset. Instead, we ended up searching online for ways to enable voice chat, and ultimately, I resorted to using WhatsApp to connect her with her friends. This is hardly an ideal solution.

The Path Forward for Nintendo

I can't help but feel that Nintendo's approach to online services reflects their broader attitude toward gaming. Sure, the Switch is a charming device, albeit underpowered compared to current standards, and it remains popular with consumers.

Yet, it feels as though they’re riding on their family-friendly reputation and a handful of beloved titles. Just as they seem content to offer a minimal online service, they’re also comfortable releasing a few Mario and Zelda games and calling it a day.

As a fan of both Nintendo and the Switch, I believe they need to step up their game. The idea of a portable console that allows for online multiplayer gaming is fantastic, but as it stands, the experience is frustrating and unlikely to improve with the current model. With rumors of a more powerful Switch in the works, Nintendo has an opportunity to prove me wrong.

Come on, Nintendo—show us what you can do!

Chris is a Lead UX Designer based in Belfast, Northern Ireland. Be sure to visit his YouTube channel for discussions on design from around the globe.