Winston vs Reaper is one of the examples that gets used in discussions about hard versus soft counters. How likely you are to win a match up isn’t the only factor in determining hard vs soft counters. It has a lot more to do with how the kits impact each other as well as potential comps.
Reaper is considered a Hard counter to Winston because he plays directly against Winston’s strengths, like diving. However in this match up Winston isn’t helpless. He can jump to different ground reducing Reaper’s damage. He can also poke reaper with his alt fire before hopping in to try and force an early disengage. He can also blow his ultimate to get more HP to prolong the fight for a narrow kill. etc.
In comparison Genji versus Zarya is another example of a hard counter. In that Zarya negates most of his damage and Genji cannot deflect her primary fire. This kind of hard counter is what the devs want to avoid. Simply put Hard counters do not equal unhealthy gameplay. It only becomes unhealthy if the match up actively removes the other person’s ability to do things/fight back.
The devs have cited Tracer vs Cassidy as a hard counter they wanted to avoid early on with news of OW2. Though I don’t understand why since Cassidy had flash removed by then. So he was no longer a hard counter to Tracer. Yeah he can blow her up with a body shot and magnetic nade, but we might as well consider every hero who can blow another up quickly a counter to Tracer at that point.
That is a failing on those people for misunderstanding. Reaper being a tank buster doesn’t make him a hard counter to tanks. There are tanks he performs worse against than others. Reaper instead is more of a solution to fight against dive comps rather than just a catch all to a pesky tank hurting your team.
That is not how counters work. Soft counters are much simpler to determine over hard counters because what they do doesn’t really change a fight outcome. It simply means they have an advantage in the fight. A good example of this is Kiriko vs Ana. Both have tools that can negate a play from the other person.
But it doesn’t remove their ability to make more plays or to continue to do their job. If Kiriko cleanses sleep Ana can still heal others or use Anti. Just as if Ana uses Anti and Kiriko uses Cleanse she can still dps people or use healing ofuda to support.
Probably a better way to word it is simply you generally see soft counters in discussions about abilities. Hard counters are more discussed when it comes to actual match ups. And that there’s a difference between good and bad Hard counters. OW might bastardize these terms a bit to suit how it plays but the philosophies hold up when you go look at other games that these terms come from.
Swapping is negligeable for newer/lower skill brackets because the players there wouldn’t be able to consistently benefit from doing so. It’s also almost not a thing outside Tank play in higher Elo due to player skill being much more of a factor.
It’s always been most beneficial for middle of the road players who have proper aim skill and decent game knowledge. Because at that point it’s far more about having good game sense then being a cracked player.