Gamification Fundamentals From Theory to Practice

Franccedilois RagnetVice President Innovation DevelopmentOffice of the CIOXerox Services

1

1295

Not just about PBL(Points Badges and Leaderboard)

20+ 23

Agenda

Gamification Framework ndash ldquo6 Dsrdquo

Gamification ndash Introduction

Xerox Gamification Use Case Studies

bull An emerging

Business Practice

bull Games are

powerful things

bull Lessons from

psychology

design strategy

technology

What is

Gamification

bull Areas of application External Internal Behaviour Change

bull Harder than it appears

Gamification benefits

ldquoSuddenly gamification is the hot new

business concept with many of the

worldrsquos most admired companies signing

onrdquo mdash Fortune

ldquoStriving to make everyday business

tasks more engaging a growing number

of firms are incorporating elements of

videogames into the workplacerdquo mdash WSJ

httphttpwwwslidesharenetSaatchi_Sgamification-study

1295

Not just about PBL(Points Badges and Leaderboard)

20+ 23

Agenda

Gamification Framework ndash ldquo6 Dsrdquo

Gamification ndash Introduction

Xerox Gamification Use Case Studies

bull An emerging

Business Practice

bull Games are

powerful things

bull Lessons from

psychology

design strategy

technology

What is

Gamification

bull Areas of application External Internal Behaviour Change

bull Harder than it appears

Gamification benefits

ldquoSuddenly gamification is the hot new

business concept with many of the

worldrsquos most admired companies signing

onrdquo mdash Fortune

ldquoStriving to make everyday business

tasks more engaging a growing number

of firms are incorporating elements of

videogames into the workplacerdquo mdash WSJ

httphttpwwwslidesharenetSaatchi_Sgamification-study

Agenda

Gamification Framework ndash ldquo6 Dsrdquo

Gamification ndash Introduction

Xerox Gamification Use Case Studies

bull An emerging

Business Practice

bull Games are

powerful things

bull Lessons from

psychology

design strategy

technology

What is

Gamification

bull Areas of application External Internal Behaviour Change

bull Harder than it appears

Gamification benefits

ldquoSuddenly gamification is the hot new

business concept with many of the

worldrsquos most admired companies signing

onrdquo mdash Fortune

ldquoStriving to make everyday business

tasks more engaging a growing number

of firms are incorporating elements of

videogames into the workplacerdquo mdash WSJ

httphttpwwwslidesharenetSaatchi_Sgamification-study

bull An emerging

Business Practice

bull Games are

powerful things

bull Lessons from

psychology

design strategy

technology

What is

Gamification

bull Areas of application External Internal Behaviour Change

bull Harder than it appears

Gamification benefits

ldquoSuddenly gamification is the hot new

business concept with many of the

worldrsquos most admired companies signing

onrdquo mdash Fortune

ldquoStriving to make everyday business

tasks more engaging a growing number

of firms are incorporating elements of

videogames into the workplacerdquo mdash WSJ

httphttpwwwslidesharenetSaatchi_Sgamification-study

Gamification benefits

ldquoSuddenly gamification is the hot new

business concept with many of the

worldrsquos most admired companies signing

onrdquo mdash Fortune

ldquoStriving to make everyday business

tasks more engaging a growing number

of firms are incorporating elements of

videogames into the workplacerdquo mdash WSJ

httphttpwwwslidesharenetSaatchi_Sgamification-study

Agenda

Gamification Framework ndash ldquo6 Dsrdquo

Gamification ndash Introduction

Xerox Gamification Use Case Studies

October 20 20167

Gamification Framework ndash 6 ldquoDsrdquo

2 Delineate target behaviours

1 Define business objectives

4 Devise your activity loops

3 Describe your players

5 Donrsquot forget the fun

6 Deploy the appropriate tools

Gamification

Design

Framework

8

Gamification Framework ndash 6 ldquoDsrdquo1 Define business objectives

Gamification

Design

Framework

What are the business achievements of the

project of the system of the campaign

bull Make a list as concrete as possible and rank

bull Justify objectives hellip why is that something to

achieve How will that help

bull Eliminate non-final business objective

9

Gamification Framework ndash 6 ldquoDsrdquo2 Delineate target behaviours

Gamification

Design

Framework

What actions do users need to take to meet

business objectives

bull List of tasks that you will want users to perform to

meet your objectives

bull Metrics and win states to meet these objectives

bull How to collect those metrics and measure progress

10

Gamification Framework ndash 6 ldquoDsrdquo3 Describe your players

Gamification

Design

Framework

What do we know about the playersusers

How can each one of them be motivated to

participate

bull Demographics Age groups Psychographics

Behavior

bull Motivation Levers and Player types

4 Major Motivation Levers

Player Types

bull Concrete

measurements of

success

(Points amp levels)

bull Accumulating

progress

bull Showing off

bull Comparing status

to others

Competence

Relatedness

Bartlersquos Player Types

Relatedness

Competence

bull Social

opportunities

bull Supporting

others

bull Collaboration amp

teamwork

bull Group

achievements

Meaning

Autonomy

bull Discovering

information

bull Researching

relevant topics

bull Giving others

information

bull Storylines amp

personalization

Autonomy

Competence

bull Direct

competition with

other players

bull Leaderboards

13

Gamification Framework ndash 6 ldquoDsrdquo4 Devise your activity loops

Gamification

Design

Framework

How to keep the player engaged in the long run

despite short-lived motivation

Draws on Cognitive Sciences and Behaviourism

bull Engagement Loops

bull Progression Loops

bull Onboarding scaffolding and mastery

Player TypesBehaviourism and Motivation

Motivation

ActionFeedb

ack

Engagement

Loops

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Intensity

Time

Onboarding Scaffolding Mastery

Progression Loops Reward

schedule

Expected

Task-contingent

Completion-contingent

Performance-contingent

15

Gamification Framework ndash 6 ldquoDsrdquo5 Donrsquot forget the fun

Gamification

Design

Framework

16

Gamification Framework ndash 6 ldquoDsrdquo6 Deploy the appropriate tools

Gamification

Design

Framework

DynamicsBig picture

aspects

MechanicsProcesses that drive action

forward

Components

Specific instantiations of mechanics and dynamics

1 Challenges

2 Chance

3 Competition

4 Cooperation

5 Feedback

6 Resource Acquisition

7 Rewards

8 Transactions

9 Turns

10 Win states

1 Constraints

2 Emotions

3 Narrative

4 Progression

5 Relationships

1 Achievements

2 Avatars

3 Badges

4 Boss Fights

5 Collections

6 Combat

7 Content Unlocking

9 Leaderboards

10 Levels

11 Points

12 Quests

13 Social Graph

14 Teams

15 Virtual goods

Agenda

Gamification Framework ndash ldquo6 Dsrdquo

Gamification ndash Introduction

Xerox Gamification Use Case Studies

We are a diversified business services

company

We remain a leader in document

management and managed print services

And we are also a leader across a range of

business and government operational

segments like customer care healthcare

services transaction processing and

transportation

We help businesses and governments big and small

improve the way they work to achieve better outcomes

Xerox Today

bull Clients include 90 of the Fortune 100

bull Founded in 1906

bull Presence in 180 countries

bull Over 130000 employees worldwide

bull Annual revenue over $19 billion more than

50 from business services

18

1 Increase Awareness

Mini-widget

Real-time KPI

CSAT score

Historical views

Employee of the Day

Custom Competitions

Podium and Messages

Experience Points

3 Motivate through gamification

(recognition and incentives)

Shared leader-agent view

Custom messages

2 Facilitate Coaching

Communication

Solution ndash Xerox Agent Performance Indicator

Xerox Visual

Performance

Indicator

Improve Productivity and Motivation

Satisfaction of agents in Call Centre

Gamification

In XVPI

Results

bull Innovation Award in 2013

bull Thousands of users potential of 50K

bull Impact on Operations

bull ldquoHardrdquo metrics ndash eg Productivity

bull Reduction in Training time

bull ldquoSoftrdquo metrics ndash Net Promoter Score (Customer Satisfaction)

bull Iterate and keep moving

bull Analyze and challenge your

approaches

bull Understand and avoid risks

bull Exploitationsware

bull Pointsification

bull Gaming the game

bull Legal and Regulatory issues

October 20 201622

Lessons

Learned

More readings

httpswwwcourseraorglearngamification

HEARTS CLUBS DIAMONDS SPADES

Players who suit muds

Fun Fun-of-Use for Business Applications

Contact me at

httpswwwlinkedincominfragnet

October 20 20167

Gamification Framework ndash 6 ldquoDsrdquo

2 Delineate target behaviours

1 Define business objectives

4 Devise your activity loops

3 Describe your players

5 Donrsquot forget the fun

6 Deploy the appropriate tools

Gamification

Design

Framework

8

Gamification Framework ndash 6 ldquoDsrdquo1 Define business objectives

Gamification

Design

Framework

What are the business achievements of the

project of the system of the campaign

bull Make a list as concrete as possible and rank

bull Justify objectives hellip why is that something to

achieve How will that help

bull Eliminate non-final business objective

9

Gamification Framework ndash 6 ldquoDsrdquo2 Delineate target behaviours

Gamification

Design

Framework

What actions do users need to take to meet

business objectives

bull List of tasks that you will want users to perform to

meet your objectives

bull Metrics and win states to meet these objectives

bull How to collect those metrics and measure progress

10

Gamification Framework ndash 6 ldquoDsrdquo3 Describe your players

Gamification

Design

Framework

What do we know about the playersusers

How can each one of them be motivated to

participate

bull Demographics Age groups Psychographics

Behavior

bull Motivation Levers and Player types

4 Major Motivation Levers

Player Types

bull Concrete

measurements of

success

(Points amp levels)

bull Accumulating

progress

bull Showing off

bull Comparing status

to others

Competence

Relatedness

Bartlersquos Player Types

Relatedness

Competence

bull Social

opportunities

bull Supporting

others

bull Collaboration amp

teamwork

bull Group

achievements

Meaning

Autonomy

bull Discovering

information

bull Researching

relevant topics

bull Giving others

information

bull Storylines amp

personalization

Autonomy

Competence

bull Direct

competition with

other players

bull Leaderboards

13

Gamification Framework ndash 6 ldquoDsrdquo4 Devise your activity loops

Gamification

Design

Framework

How to keep the player engaged in the long run

despite short-lived motivation

Draws on Cognitive Sciences and Behaviourism

bull Engagement Loops

bull Progression Loops

bull Onboarding scaffolding and mastery

Player TypesBehaviourism and Motivation

Motivation

ActionFeedb

ack

Engagement

Loops

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Intensity

Time

Onboarding Scaffolding Mastery

Progression Loops Reward

schedule

Expected

Task-contingent

Completion-contingent

Performance-contingent

15

Gamification Framework ndash 6 ldquoDsrdquo5 Donrsquot forget the fun

Gamification

Design

Framework

16

Gamification Framework ndash 6 ldquoDsrdquo6 Deploy the appropriate tools

Gamification

Design

Framework

DynamicsBig picture

aspects

MechanicsProcesses that drive action

forward

Components

Specific instantiations of mechanics and dynamics

1 Challenges

2 Chance

3 Competition

4 Cooperation

5 Feedback

6 Resource Acquisition

7 Rewards

8 Transactions

9 Turns

10 Win states

1 Constraints

2 Emotions

3 Narrative

4 Progression

5 Relationships

1 Achievements

2 Avatars

3 Badges

4 Boss Fights

5 Collections

6 Combat

7 Content Unlocking

9 Leaderboards

10 Levels

11 Points

12 Quests

13 Social Graph

14 Teams

15 Virtual goods

Agenda

Gamification Framework ndash ldquo6 Dsrdquo

Gamification ndash Introduction

Xerox Gamification Use Case Studies

We are a diversified business services

company

We remain a leader in document

management and managed print services

And we are also a leader across a range of

business and government operational

segments like customer care healthcare

services transaction processing and

transportation

We help businesses and governments big and small

improve the way they work to achieve better outcomes

Xerox Today

bull Clients include 90 of the Fortune 100

bull Founded in 1906

bull Presence in 180 countries

bull Over 130000 employees worldwide

bull Annual revenue over $19 billion more than

50 from business services

18

1 Increase Awareness

Mini-widget

Real-time KPI

CSAT score

Historical views

Employee of the Day

Custom Competitions

Podium and Messages

Experience Points

3 Motivate through gamification

(recognition and incentives)

Shared leader-agent view

Custom messages

2 Facilitate Coaching

Communication

Solution ndash Xerox Agent Performance Indicator

Xerox Visual

Performance

Indicator

Improve Productivity and Motivation

Satisfaction of agents in Call Centre

Gamification

In XVPI

Results

bull Innovation Award in 2013

bull Thousands of users potential of 50K

bull Impact on Operations

bull ldquoHardrdquo metrics ndash eg Productivity

bull Reduction in Training time

bull ldquoSoftrdquo metrics ndash Net Promoter Score (Customer Satisfaction)

bull Iterate and keep moving

bull Analyze and challenge your

approaches

bull Understand and avoid risks

bull Exploitationsware

bull Pointsification

bull Gaming the game

bull Legal and Regulatory issues

October 20 201622

Lessons

Learned

More readings

httpswwwcourseraorglearngamification

HEARTS CLUBS DIAMONDS SPADES

Players who suit muds

Fun Fun-of-Use for Business Applications

Contact me at

httpswwwlinkedincominfragnet

8

Gamification Framework ndash 6 ldquoDsrdquo1 Define business objectives

Gamification

Design

Framework

What are the business achievements of the

project of the system of the campaign

bull Make a list as concrete as possible and rank

bull Justify objectives hellip why is that something to

achieve How will that help

bull Eliminate non-final business objective

9

Gamification Framework ndash 6 ldquoDsrdquo2 Delineate target behaviours

Gamification

Design

Framework

What actions do users need to take to meet

business objectives

bull List of tasks that you will want users to perform to

meet your objectives

bull Metrics and win states to meet these objectives

bull How to collect those metrics and measure progress

10

Gamification Framework ndash 6 ldquoDsrdquo3 Describe your players

Gamification

Design

Framework

What do we know about the playersusers

How can each one of them be motivated to

participate

bull Demographics Age groups Psychographics

Behavior

bull Motivation Levers and Player types

4 Major Motivation Levers

Player Types

bull Concrete

measurements of

success

(Points amp levels)

bull Accumulating

progress

bull Showing off

bull Comparing status

to others

Competence

Relatedness

Bartlersquos Player Types

Relatedness

Competence

bull Social

opportunities

bull Supporting

others

bull Collaboration amp

teamwork

bull Group

achievements

Meaning

Autonomy

bull Discovering

information

bull Researching

relevant topics

bull Giving others

information

bull Storylines amp

personalization

Autonomy

Competence

bull Direct

competition with

other players

bull Leaderboards

13

Gamification Framework ndash 6 ldquoDsrdquo4 Devise your activity loops

Gamification

Design

Framework

How to keep the player engaged in the long run

despite short-lived motivation

Draws on Cognitive Sciences and Behaviourism

bull Engagement Loops

bull Progression Loops

bull Onboarding scaffolding and mastery

Player TypesBehaviourism and Motivation

Motivation

ActionFeedb

ack

Engagement

Loops

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Intensity

Time

Onboarding Scaffolding Mastery

Progression Loops Reward

schedule

Expected

Task-contingent

Completion-contingent

Performance-contingent

15

Gamification Framework ndash 6 ldquoDsrdquo5 Donrsquot forget the fun

Gamification

Design

Framework

16

Gamification Framework ndash 6 ldquoDsrdquo6 Deploy the appropriate tools

Gamification

Design

Framework

DynamicsBig picture

aspects

MechanicsProcesses that drive action

forward

Components

Specific instantiations of mechanics and dynamics

1 Challenges

2 Chance

3 Competition

4 Cooperation

5 Feedback

6 Resource Acquisition

7 Rewards

8 Transactions

9 Turns

10 Win states

1 Constraints

2 Emotions

3 Narrative

4 Progression

5 Relationships

1 Achievements

2 Avatars

3 Badges

4 Boss Fights

5 Collections

6 Combat

7 Content Unlocking

9 Leaderboards

10 Levels

11 Points

12 Quests

13 Social Graph

14 Teams

15 Virtual goods

Agenda

Gamification Framework ndash ldquo6 Dsrdquo

Gamification ndash Introduction

Xerox Gamification Use Case Studies

We are a diversified business services

company

We remain a leader in document

management and managed print services

And we are also a leader across a range of

business and government operational

segments like customer care healthcare

services transaction processing and

transportation

We help businesses and governments big and small

improve the way they work to achieve better outcomes

Xerox Today

bull Clients include 90 of the Fortune 100

bull Founded in 1906

bull Presence in 180 countries

bull Over 130000 employees worldwide

bull Annual revenue over $19 billion more than

50 from business services

18

1 Increase Awareness

Mini-widget

Real-time KPI

CSAT score

Historical views

Employee of the Day

Custom Competitions

Podium and Messages

Experience Points

3 Motivate through gamification

(recognition and incentives)

Shared leader-agent view

Custom messages

2 Facilitate Coaching

Communication

Solution ndash Xerox Agent Performance Indicator

Xerox Visual

Performance

Indicator

Improve Productivity and Motivation

Satisfaction of agents in Call Centre

Gamification

In XVPI

Results

bull Innovation Award in 2013

bull Thousands of users potential of 50K

bull Impact on Operations

bull ldquoHardrdquo metrics ndash eg Productivity

bull Reduction in Training time

bull ldquoSoftrdquo metrics ndash Net Promoter Score (Customer Satisfaction)

bull Iterate and keep moving

bull Analyze and challenge your

approaches

bull Understand and avoid risks

bull Exploitationsware

bull Pointsification

bull Gaming the game

bull Legal and Regulatory issues

October 20 201622

Lessons

Learned

More readings

httpswwwcourseraorglearngamification

HEARTS CLUBS DIAMONDS SPADES

Players who suit muds

Fun Fun-of-Use for Business Applications

Contact me at

httpswwwlinkedincominfragnet

9

Gamification Framework ndash 6 ldquoDsrdquo2 Delineate target behaviours

Gamification

Design

Framework

What actions do users need to take to meet

business objectives

bull List of tasks that you will want users to perform to

meet your objectives

bull Metrics and win states to meet these objectives

bull How to collect those metrics and measure progress

10

Gamification Framework ndash 6 ldquoDsrdquo3 Describe your players

Gamification

Design

Framework

What do we know about the playersusers

How can each one of them be motivated to

participate

bull Demographics Age groups Psychographics

Behavior

bull Motivation Levers and Player types

4 Major Motivation Levers

Player Types

bull Concrete

measurements of

success

(Points amp levels)

bull Accumulating

progress

bull Showing off

bull Comparing status

to others

Competence

Relatedness

Bartlersquos Player Types

Relatedness

Competence

bull Social

opportunities

bull Supporting

others

bull Collaboration amp

teamwork

bull Group

achievements

Meaning

Autonomy

bull Discovering

information

bull Researching

relevant topics

bull Giving others

information

bull Storylines amp

personalization

Autonomy

Competence

bull Direct

competition with

other players

bull Leaderboards

13

Gamification Framework ndash 6 ldquoDsrdquo4 Devise your activity loops

Gamification

Design

Framework

How to keep the player engaged in the long run

despite short-lived motivation

Draws on Cognitive Sciences and Behaviourism

bull Engagement Loops

bull Progression Loops

bull Onboarding scaffolding and mastery

Player TypesBehaviourism and Motivation

Motivation

ActionFeedb

ack

Engagement

Loops

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Intensity

Time

Onboarding Scaffolding Mastery

Progression Loops Reward

schedule

Expected

Task-contingent

Completion-contingent

Performance-contingent

15

Gamification Framework ndash 6 ldquoDsrdquo5 Donrsquot forget the fun

Gamification

Design

Framework

16

Gamification Framework ndash 6 ldquoDsrdquo6 Deploy the appropriate tools

Gamification

Design

Framework

DynamicsBig picture

aspects

MechanicsProcesses that drive action

forward

Components

Specific instantiations of mechanics and dynamics

1 Challenges

2 Chance

3 Competition

4 Cooperation

5 Feedback

6 Resource Acquisition

7 Rewards

8 Transactions

9 Turns

10 Win states

1 Constraints

2 Emotions

3 Narrative

4 Progression

5 Relationships

1 Achievements

2 Avatars

3 Badges

4 Boss Fights

5 Collections

6 Combat

7 Content Unlocking

9 Leaderboards

10 Levels

11 Points

12 Quests

13 Social Graph

14 Teams

15 Virtual goods

Agenda

Gamification Framework ndash ldquo6 Dsrdquo

Gamification ndash Introduction

Xerox Gamification Use Case Studies

We are a diversified business services

company

We remain a leader in document

management and managed print services

And we are also a leader across a range of

business and government operational

segments like customer care healthcare

services transaction processing and

transportation

We help businesses and governments big and small

improve the way they work to achieve better outcomes

Xerox Today

bull Clients include 90 of the Fortune 100

bull Founded in 1906

bull Presence in 180 countries

bull Over 130000 employees worldwide

bull Annual revenue over $19 billion more than

50 from business services

18

1 Increase Awareness

Mini-widget

Real-time KPI

CSAT score

Historical views

Employee of the Day

Custom Competitions

Podium and Messages

Experience Points

3 Motivate through gamification

(recognition and incentives)

Shared leader-agent view

Custom messages

2 Facilitate Coaching

Communication

Solution ndash Xerox Agent Performance Indicator

Xerox Visual

Performance

Indicator

Improve Productivity and Motivation

Satisfaction of agents in Call Centre

Gamification

In XVPI

Results

bull Innovation Award in 2013

bull Thousands of users potential of 50K

bull Impact on Operations

bull ldquoHardrdquo metrics ndash eg Productivity

bull Reduction in Training time

bull ldquoSoftrdquo metrics ndash Net Promoter Score (Customer Satisfaction)

bull Iterate and keep moving

bull Analyze and challenge your

approaches

bull Understand and avoid risks

bull Exploitationsware

bull Pointsification

bull Gaming the game

bull Legal and Regulatory issues

October 20 201622

Lessons

Learned

More readings

httpswwwcourseraorglearngamification

HEARTS CLUBS DIAMONDS SPADES

Players who suit muds

Fun Fun-of-Use for Business Applications

Contact me at

httpswwwlinkedincominfragnet

10

Gamification Framework ndash 6 ldquoDsrdquo3 Describe your players

Gamification

Design

Framework

What do we know about the playersusers

How can each one of them be motivated to

participate

bull Demographics Age groups Psychographics

Behavior

bull Motivation Levers and Player types

4 Major Motivation Levers

Player Types

bull Concrete

measurements of

success

(Points amp levels)

bull Accumulating

progress

bull Showing off

bull Comparing status

to others

Competence

Relatedness

Bartlersquos Player Types

Relatedness

Competence

bull Social

opportunities

bull Supporting

others

bull Collaboration amp

teamwork

bull Group

achievements

Meaning

Autonomy

bull Discovering

information

bull Researching

relevant topics

bull Giving others

information

bull Storylines amp

personalization

Autonomy

Competence

bull Direct

competition with

other players

bull Leaderboards

13

Gamification Framework ndash 6 ldquoDsrdquo4 Devise your activity loops

Gamification

Design

Framework

How to keep the player engaged in the long run

despite short-lived motivation

Draws on Cognitive Sciences and Behaviourism

bull Engagement Loops

bull Progression Loops

bull Onboarding scaffolding and mastery

Player TypesBehaviourism and Motivation

Motivation

ActionFeedb

ack

Engagement

Loops

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Intensity

Time

Onboarding Scaffolding Mastery

Progression Loops Reward

schedule

Expected

Task-contingent

Completion-contingent

Performance-contingent

15

Gamification Framework ndash 6 ldquoDsrdquo5 Donrsquot forget the fun

Gamification

Design

Framework

16

Gamification Framework ndash 6 ldquoDsrdquo6 Deploy the appropriate tools

Gamification

Design

Framework

DynamicsBig picture

aspects

MechanicsProcesses that drive action

forward

Components

Specific instantiations of mechanics and dynamics

1 Challenges

2 Chance

3 Competition

4 Cooperation

5 Feedback

6 Resource Acquisition

7 Rewards

8 Transactions

9 Turns

10 Win states

1 Constraints

2 Emotions

3 Narrative

4 Progression

5 Relationships

1 Achievements

2 Avatars

3 Badges

4 Boss Fights

5 Collections

6 Combat

7 Content Unlocking

9 Leaderboards

10 Levels

11 Points

12 Quests

13 Social Graph

14 Teams

15 Virtual goods

Agenda

Gamification Framework ndash ldquo6 Dsrdquo

Gamification ndash Introduction

Xerox Gamification Use Case Studies

We are a diversified business services

company

We remain a leader in document

management and managed print services

And we are also a leader across a range of

business and government operational

segments like customer care healthcare

services transaction processing and

transportation

We help businesses and governments big and small

improve the way they work to achieve better outcomes

Xerox Today

bull Clients include 90 of the Fortune 100

bull Founded in 1906

bull Presence in 180 countries

bull Over 130000 employees worldwide

bull Annual revenue over $19 billion more than

50 from business services

18

1 Increase Awareness

Mini-widget

Real-time KPI

CSAT score

Historical views

Employee of the Day

Custom Competitions

Podium and Messages

Experience Points

3 Motivate through gamification

(recognition and incentives)

Shared leader-agent view

Custom messages

2 Facilitate Coaching

Communication

Solution ndash Xerox Agent Performance Indicator

Xerox Visual

Performance

Indicator

Improve Productivity and Motivation

Satisfaction of agents in Call Centre

Gamification

In XVPI

Results

bull Innovation Award in 2013

bull Thousands of users potential of 50K

bull Impact on Operations

bull ldquoHardrdquo metrics ndash eg Productivity

bull Reduction in Training time

bull ldquoSoftrdquo metrics ndash Net Promoter Score (Customer Satisfaction)

bull Iterate and keep moving

bull Analyze and challenge your

approaches

bull Understand and avoid risks

bull Exploitationsware

bull Pointsification

bull Gaming the game

bull Legal and Regulatory issues

October 20 201622

Lessons

Learned

More readings

httpswwwcourseraorglearngamification

HEARTS CLUBS DIAMONDS SPADES

Players who suit muds

Fun Fun-of-Use for Business Applications

Contact me at

httpswwwlinkedincominfragnet

4 Major Motivation Levers

Player Types

bull Concrete

measurements of

success

(Points amp levels)

bull Accumulating

progress

bull Showing off

bull Comparing status

to others

Competence

Relatedness

Bartlersquos Player Types

Relatedness

Competence

bull Social

opportunities

bull Supporting

others

bull Collaboration amp

teamwork

bull Group

achievements

Meaning

Autonomy

bull Discovering

information

bull Researching

relevant topics

bull Giving others

information

bull Storylines amp

personalization

Autonomy

Competence

bull Direct

competition with

other players

bull Leaderboards

13

Gamification Framework ndash 6 ldquoDsrdquo4 Devise your activity loops

Gamification

Design

Framework

How to keep the player engaged in the long run

despite short-lived motivation

Draws on Cognitive Sciences and Behaviourism

bull Engagement Loops

bull Progression Loops

bull Onboarding scaffolding and mastery

Player TypesBehaviourism and Motivation

Motivation

ActionFeedb

ack

Engagement

Loops

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Intensity

Time

Onboarding Scaffolding Mastery

Progression Loops Reward

schedule

Expected

Task-contingent

Completion-contingent

Performance-contingent

15

Gamification Framework ndash 6 ldquoDsrdquo5 Donrsquot forget the fun

Gamification

Design

Framework

16

Gamification Framework ndash 6 ldquoDsrdquo6 Deploy the appropriate tools

Gamification

Design

Framework

DynamicsBig picture

aspects

MechanicsProcesses that drive action

forward

Components

Specific instantiations of mechanics and dynamics

1 Challenges

2 Chance

3 Competition

4 Cooperation

5 Feedback

6 Resource Acquisition

7 Rewards

8 Transactions

9 Turns

10 Win states

1 Constraints

2 Emotions

3 Narrative

4 Progression

5 Relationships

1 Achievements

2 Avatars

3 Badges

4 Boss Fights

5 Collections

6 Combat

7 Content Unlocking

9 Leaderboards

10 Levels

11 Points

12 Quests

13 Social Graph

14 Teams

15 Virtual goods

Agenda

Gamification Framework ndash ldquo6 Dsrdquo

Gamification ndash Introduction

Xerox Gamification Use Case Studies

We are a diversified business services

company

We remain a leader in document

management and managed print services

And we are also a leader across a range of

business and government operational

segments like customer care healthcare

services transaction processing and

transportation

We help businesses and governments big and small

improve the way they work to achieve better outcomes

Xerox Today

bull Clients include 90 of the Fortune 100

bull Founded in 1906

bull Presence in 180 countries

bull Over 130000 employees worldwide

bull Annual revenue over $19 billion more than

50 from business services

18

1 Increase Awareness

Mini-widget

Real-time KPI

CSAT score

Historical views

Employee of the Day

Custom Competitions

Podium and Messages

Experience Points

3 Motivate through gamification

(recognition and incentives)

Shared leader-agent view

Custom messages

2 Facilitate Coaching

Communication

Solution ndash Xerox Agent Performance Indicator

Xerox Visual

Performance

Indicator

Improve Productivity and Motivation

Satisfaction of agents in Call Centre

Gamification

In XVPI

Results

bull Innovation Award in 2013

bull Thousands of users potential of 50K

bull Impact on Operations

bull ldquoHardrdquo metrics ndash eg Productivity

bull Reduction in Training time

bull ldquoSoftrdquo metrics ndash Net Promoter Score (Customer Satisfaction)

bull Iterate and keep moving

bull Analyze and challenge your

approaches

bull Understand and avoid risks

bull Exploitationsware

bull Pointsification

bull Gaming the game

bull Legal and Regulatory issues

October 20 201622

Lessons

Learned

More readings

httpswwwcourseraorglearngamification

HEARTS CLUBS DIAMONDS SPADES

Players who suit muds

Fun Fun-of-Use for Business Applications

Contact me at

httpswwwlinkedincominfragnet

Player Types

bull Concrete

measurements of

success

(Points amp levels)

bull Accumulating

progress

bull Showing off

bull Comparing status

to others

Competence

Relatedness

Bartlersquos Player Types

Relatedness

Competence

bull Social

opportunities

bull Supporting

others

bull Collaboration amp

teamwork

bull Group

achievements

Meaning

Autonomy

bull Discovering

information

bull Researching

relevant topics

bull Giving others

information

bull Storylines amp

personalization

Autonomy

Competence

bull Direct

competition with

other players

bull Leaderboards

13

Gamification Framework ndash 6 ldquoDsrdquo4 Devise your activity loops

Gamification

Design

Framework

How to keep the player engaged in the long run

despite short-lived motivation

Draws on Cognitive Sciences and Behaviourism

bull Engagement Loops

bull Progression Loops

bull Onboarding scaffolding and mastery

Player TypesBehaviourism and Motivation

Motivation

ActionFeedb

ack

Engagement

Loops

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Intensity

Time

Onboarding Scaffolding Mastery

Progression Loops Reward

schedule

Expected

Task-contingent

Completion-contingent

Performance-contingent

15

Gamification Framework ndash 6 ldquoDsrdquo5 Donrsquot forget the fun

Gamification

Design

Framework

16

Gamification Framework ndash 6 ldquoDsrdquo6 Deploy the appropriate tools

Gamification

Design

Framework

DynamicsBig picture

aspects

MechanicsProcesses that drive action

forward

Components

Specific instantiations of mechanics and dynamics

1 Challenges

2 Chance

3 Competition

4 Cooperation

5 Feedback

6 Resource Acquisition

7 Rewards

8 Transactions

9 Turns

10 Win states

1 Constraints

2 Emotions

3 Narrative

4 Progression

5 Relationships

1 Achievements

2 Avatars

3 Badges

4 Boss Fights

5 Collections

6 Combat

7 Content Unlocking

9 Leaderboards

10 Levels

11 Points

12 Quests

13 Social Graph

14 Teams

15 Virtual goods

Agenda

Gamification Framework ndash ldquo6 Dsrdquo

Gamification ndash Introduction

Xerox Gamification Use Case Studies

We are a diversified business services

company

We remain a leader in document

management and managed print services

And we are also a leader across a range of

business and government operational

segments like customer care healthcare

services transaction processing and

transportation

We help businesses and governments big and small

improve the way they work to achieve better outcomes

Xerox Today

bull Clients include 90 of the Fortune 100

bull Founded in 1906

bull Presence in 180 countries

bull Over 130000 employees worldwide

bull Annual revenue over $19 billion more than

50 from business services

18

1 Increase Awareness

Mini-widget

Real-time KPI

CSAT score

Historical views

Employee of the Day

Custom Competitions

Podium and Messages

Experience Points

3 Motivate through gamification

(recognition and incentives)

Shared leader-agent view

Custom messages

2 Facilitate Coaching

Communication

Solution ndash Xerox Agent Performance Indicator

Xerox Visual

Performance

Indicator

Improve Productivity and Motivation

Satisfaction of agents in Call Centre

Gamification

In XVPI

Results

bull Innovation Award in 2013

bull Thousands of users potential of 50K

bull Impact on Operations

bull ldquoHardrdquo metrics ndash eg Productivity

bull Reduction in Training time

bull ldquoSoftrdquo metrics ndash Net Promoter Score (Customer Satisfaction)

bull Iterate and keep moving

bull Analyze and challenge your

approaches

bull Understand and avoid risks

bull Exploitationsware

bull Pointsification

bull Gaming the game

bull Legal and Regulatory issues

October 20 201622

Lessons

Learned

More readings

httpswwwcourseraorglearngamification

HEARTS CLUBS DIAMONDS SPADES

Players who suit muds

Fun Fun-of-Use for Business Applications

Contact me at

httpswwwlinkedincominfragnet

13

Gamification Framework ndash 6 ldquoDsrdquo4 Devise your activity loops

Gamification

Design

Framework

How to keep the player engaged in the long run

despite short-lived motivation

Draws on Cognitive Sciences and Behaviourism

bull Engagement Loops

bull Progression Loops

bull Onboarding scaffolding and mastery

Player TypesBehaviourism and Motivation

Motivation

ActionFeedb

ack

Engagement

Loops

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Intensity

Time

Onboarding Scaffolding Mastery

Progression Loops Reward

schedule

Expected

Task-contingent

Completion-contingent

Performance-contingent

15

Gamification Framework ndash 6 ldquoDsrdquo5 Donrsquot forget the fun

Gamification

Design

Framework

16

Gamification Framework ndash 6 ldquoDsrdquo6 Deploy the appropriate tools

Gamification

Design

Framework

DynamicsBig picture

aspects

MechanicsProcesses that drive action

forward

Components

Specific instantiations of mechanics and dynamics

1 Challenges

2 Chance

3 Competition

4 Cooperation

5 Feedback

6 Resource Acquisition

7 Rewards

8 Transactions

9 Turns

10 Win states

1 Constraints

2 Emotions

3 Narrative

4 Progression

5 Relationships

1 Achievements

2 Avatars

3 Badges

4 Boss Fights

5 Collections

6 Combat

7 Content Unlocking

9 Leaderboards

10 Levels

11 Points

12 Quests

13 Social Graph

14 Teams

15 Virtual goods

Agenda

Gamification Framework ndash ldquo6 Dsrdquo

Gamification ndash Introduction

Xerox Gamification Use Case Studies

We are a diversified business services

company

We remain a leader in document

management and managed print services

And we are also a leader across a range of

business and government operational

segments like customer care healthcare

services transaction processing and

transportation

We help businesses and governments big and small

improve the way they work to achieve better outcomes

Xerox Today

bull Clients include 90 of the Fortune 100

bull Founded in 1906

bull Presence in 180 countries

bull Over 130000 employees worldwide

bull Annual revenue over $19 billion more than

50 from business services

18

1 Increase Awareness

Mini-widget

Real-time KPI

CSAT score

Historical views

Employee of the Day

Custom Competitions

Podium and Messages

Experience Points

3 Motivate through gamification

(recognition and incentives)

Shared leader-agent view

Custom messages

2 Facilitate Coaching

Communication

Solution ndash Xerox Agent Performance Indicator

Xerox Visual

Performance

Indicator

Improve Productivity and Motivation

Satisfaction of agents in Call Centre

Gamification

In XVPI

Results

bull Innovation Award in 2013

bull Thousands of users potential of 50K

bull Impact on Operations

bull ldquoHardrdquo metrics ndash eg Productivity

bull Reduction in Training time

bull ldquoSoftrdquo metrics ndash Net Promoter Score (Customer Satisfaction)

bull Iterate and keep moving

bull Analyze and challenge your

approaches

bull Understand and avoid risks

bull Exploitationsware

bull Pointsification

bull Gaming the game

bull Legal and Regulatory issues

October 20 201622

Lessons

Learned

More readings

httpswwwcourseraorglearngamification

HEARTS CLUBS DIAMONDS SPADES

Players who suit muds

Fun Fun-of-Use for Business Applications

Contact me at

httpswwwlinkedincominfragnet

Player TypesBehaviourism and Motivation

Motivation

ActionFeedb

ack

Engagement

Loops

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Motivation

ActionFeedbac

k

Intensity

Time

Onboarding Scaffolding Mastery

Progression Loops Reward

schedule

Expected

Task-contingent

Completion-contingent

Performance-contingent

15

Gamification Framework ndash 6 ldquoDsrdquo5 Donrsquot forget the fun

Gamification

Design

Framework

16

Gamification Framework ndash 6 ldquoDsrdquo6 Deploy the appropriate tools

Gamification

Design

Framework

DynamicsBig picture

aspects

MechanicsProcesses that drive action

forward

Components

Specific instantiations of mechanics and dynamics

1 Challenges

2 Chance

3 Competition

4 Cooperation

5 Feedback

6 Resource Acquisition

7 Rewards

8 Transactions

9 Turns

10 Win states

1 Constraints

2 Emotions

3 Narrative

4 Progression

5 Relationships

1 Achievements

2 Avatars

3 Badges

4 Boss Fights

5 Collections

6 Combat

7 Content Unlocking

9 Leaderboards

10 Levels

11 Points

12 Quests

13 Social Graph

14 Teams

15 Virtual goods

Agenda

Gamification Framework ndash ldquo6 Dsrdquo

Gamification ndash Introduction

Xerox Gamification Use Case Studies

We are a diversified business services

company

We remain a leader in document

management and managed print services

And we are also a leader across a range of

business and government operational

segments like customer care healthcare

services transaction processing and

transportation

We help businesses and governments big and small

improve the way they work to achieve better outcomes

Xerox Today

bull Clients include 90 of the Fortune 100

bull Founded in 1906

bull Presence in 180 countries

bull Over 130000 employees worldwide

bull Annual revenue over $19 billion more than

50 from business services

18

1 Increase Awareness

Mini-widget

Real-time KPI

CSAT score

Historical views

Employee of the Day

Custom Competitions

Podium and Messages

Experience Points

3 Motivate through gamification

(recognition and incentives)

Shared leader-agent view

Custom messages

2 Facilitate Coaching

Communication

Solution ndash Xerox Agent Performance Indicator

Xerox Visual

Performance

Indicator

Improve Productivity and Motivation

Satisfaction of agents in Call Centre

Gamification

In XVPI

Results

bull Innovation Award in 2013

bull Thousands of users potential of 50K

bull Impact on Operations

bull ldquoHardrdquo metrics ndash eg Productivity

bull Reduction in Training time

bull ldquoSoftrdquo metrics ndash Net Promoter Score (Customer Satisfaction)

bull Iterate and keep moving

bull Analyze and challenge your

approaches

bull Understand and avoid risks

bull Exploitationsware

bull Pointsification

bull Gaming the game

bull Legal and Regulatory issues

October 20 201622

Lessons

Learned

More readings

httpswwwcourseraorglearngamification

HEARTS CLUBS DIAMONDS SPADES

Players who suit muds

Fun Fun-of-Use for Business Applications

Contact me at

httpswwwlinkedincominfragnet

15

Gamification Framework ndash 6 ldquoDsrdquo5 Donrsquot forget the fun

Gamification

Design

Framework

16

Gamification Framework ndash 6 ldquoDsrdquo6 Deploy the appropriate tools

Gamification

Design

Framework

DynamicsBig picture

aspects

MechanicsProcesses that drive action

forward

Components

Specific instantiations of mechanics and dynamics

1 Challenges

2 Chance

3 Competition

4 Cooperation

5 Feedback

6 Resource Acquisition

7 Rewards

8 Transactions

9 Turns

10 Win states

1 Constraints

2 Emotions

3 Narrative

4 Progression

5 Relationships

1 Achievements

2 Avatars

3 Badges

4 Boss Fights

5 Collections

6 Combat

7 Content Unlocking

9 Leaderboards

10 Levels

11 Points

12 Quests

13 Social Graph

14 Teams

15 Virtual goods

Agenda

Gamification Framework ndash ldquo6 Dsrdquo

Gamification ndash Introduction

Xerox Gamification Use Case Studies

We are a diversified business services

company

We remain a leader in document

management and managed print services

And we are also a leader across a range of

business and government operational

segments like customer care healthcare

services transaction processing and

transportation

We help businesses and governments big and small

improve the way they work to achieve better outcomes

Xerox Today

bull Clients include 90 of the Fortune 100

bull Founded in 1906

bull Presence in 180 countries

bull Over 130000 employees worldwide

bull Annual revenue over $19 billion more than

50 from business services

18

1 Increase Awareness

Mini-widget

Real-time KPI

CSAT score

Historical views

Employee of the Day

Custom Competitions

Podium and Messages

Experience Points

3 Motivate through gamification

(recognition and incentives)

Shared leader-agent view

Custom messages

2 Facilitate Coaching

Communication

Solution ndash Xerox Agent Performance Indicator

Xerox Visual

Performance

Indicator

Improve Productivity and Motivation

Satisfaction of agents in Call Centre

Gamification

In XVPI

Results

bull Innovation Award in 2013

bull Thousands of users potential of 50K

bull Impact on Operations

bull ldquoHardrdquo metrics ndash eg Productivity

bull Reduction in Training time

bull ldquoSoftrdquo metrics ndash Net Promoter Score (Customer Satisfaction)

bull Iterate and keep moving

bull Analyze and challenge your

approaches

bull Understand and avoid risks

bull Exploitationsware

bull Pointsification

bull Gaming the game

bull Legal and Regulatory issues

October 20 201622

Lessons

Learned

More readings

httpswwwcourseraorglearngamification

HEARTS CLUBS DIAMONDS SPADES

Players who suit muds

Fun Fun-of-Use for Business Applications

Contact me at

httpswwwlinkedincominfragnet

16

Gamification Framework ndash 6 ldquoDsrdquo6 Deploy the appropriate tools

Gamification

Design

Framework

DynamicsBig picture

aspects

MechanicsProcesses that drive action

forward

Components

Specific instantiations of mechanics and dynamics

1 Challenges

2 Chance

3 Competition

4 Cooperation

5 Feedback

6 Resource Acquisition

7 Rewards

8 Transactions

9 Turns

10 Win states

1 Constraints

2 Emotions

3 Narrative

4 Progression

5 Relationships

1 Achievements

2 Avatars

3 Badges

4 Boss Fights

5 Collections

6 Combat

7 Content Unlocking

9 Leaderboards

10 Levels

11 Points

12 Quests

13 Social Graph

14 Teams

15 Virtual goods

Agenda

Gamification Framework ndash ldquo6 Dsrdquo

Gamification ndash Introduction

Xerox Gamification Use Case Studies

We are a diversified business services

company

We remain a leader in document

management and managed print services

And we are also a leader across a range of

business and government operational

segments like customer care healthcare

services transaction processing and

transportation

We help businesses and governments big and small

improve the way they work to achieve better outcomes

Xerox Today

bull Clients include 90 of the Fortune 100

bull Founded in 1906

bull Presence in 180 countries

bull Over 130000 employees worldwide

bull Annual revenue over $19 billion more than

50 from business services

18

1 Increase Awareness

Mini-widget

Real-time KPI

CSAT score

Historical views

Employee of the Day

Custom Competitions

Podium and Messages

Experience Points

3 Motivate through gamification

(recognition and incentives)

Shared leader-agent view

Custom messages

2 Facilitate Coaching

Communication

Solution ndash Xerox Agent Performance Indicator

Xerox Visual

Performance

Indicator

Improve Productivity and Motivation

Satisfaction of agents in Call Centre

Gamification

In XVPI

Results

bull Innovation Award in 2013

bull Thousands of users potential of 50K

bull Impact on Operations

bull ldquoHardrdquo metrics ndash eg Productivity

bull Reduction in Training time

bull ldquoSoftrdquo metrics ndash Net Promoter Score (Customer Satisfaction)

bull Iterate and keep moving

bull Analyze and challenge your

approaches

bull Understand and avoid risks

bull Exploitationsware

bull Pointsification

bull Gaming the game

bull Legal and Regulatory issues

October 20 201622

Lessons

Learned

More readings

httpswwwcourseraorglearngamification

HEARTS CLUBS DIAMONDS SPADES

Players who suit muds

Fun Fun-of-Use for Business Applications

Contact me at

httpswwwlinkedincominfragnet

Agenda

Gamification Framework ndash ldquo6 Dsrdquo

Gamification ndash Introduction

Xerox Gamification Use Case Studies

We are a diversified business services

company

We remain a leader in document

management and managed print services

And we are also a leader across a range of

business and government operational

segments like customer care healthcare

services transaction processing and

transportation

We help businesses and governments big and small

improve the way they work to achieve better outcomes

Xerox Today

bull Clients include 90 of the Fortune 100

bull Founded in 1906

bull Presence in 180 countries

bull Over 130000 employees worldwide

bull Annual revenue over $19 billion more than

50 from business services

18

1 Increase Awareness

Mini-widget

Real-time KPI

CSAT score

Historical views

Employee of the Day

Custom Competitions

Podium and Messages

Experience Points

3 Motivate through gamification

(recognition and incentives)

Shared leader-agent view

Custom messages

2 Facilitate Coaching

Communication

Solution ndash Xerox Agent Performance Indicator

Xerox Visual

Performance

Indicator

Improve Productivity and Motivation

Satisfaction of agents in Call Centre

Gamification

In XVPI

Results

bull Innovation Award in 2013

bull Thousands of users potential of 50K

bull Impact on Operations

bull ldquoHardrdquo metrics ndash eg Productivity

bull Reduction in Training time

bull ldquoSoftrdquo metrics ndash Net Promoter Score (Customer Satisfaction)

bull Iterate and keep moving

bull Analyze and challenge your

approaches

bull Understand and avoid risks

bull Exploitationsware

bull Pointsification

bull Gaming the game

bull Legal and Regulatory issues

October 20 201622

Lessons

Learned

More readings

httpswwwcourseraorglearngamification

HEARTS CLUBS DIAMONDS SPADES

Players who suit muds

Fun Fun-of-Use for Business Applications

Contact me at

httpswwwlinkedincominfragnet

We are a diversified business services

company

We remain a leader in document

management and managed print services

And we are also a leader across a range of

business and government operational

segments like customer care healthcare

services transaction processing and

transportation

We help businesses and governments big and small

improve the way they work to achieve better outcomes

Xerox Today

bull Clients include 90 of the Fortune 100

bull Founded in 1906

bull Presence in 180 countries

bull Over 130000 employees worldwide

bull Annual revenue over $19 billion more than

50 from business services

18

1 Increase Awareness

Mini-widget

Real-time KPI

CSAT score

Historical views

Employee of the Day

Custom Competitions

Podium and Messages

Experience Points

3 Motivate through gamification

(recognition and incentives)

Shared leader-agent view

Custom messages

2 Facilitate Coaching

Communication

Solution ndash Xerox Agent Performance Indicator

Xerox Visual

Performance

Indicator

Improve Productivity and Motivation

Satisfaction of agents in Call Centre

Gamification

In XVPI

Results

bull Innovation Award in 2013

bull Thousands of users potential of 50K

bull Impact on Operations

bull ldquoHardrdquo metrics ndash eg Productivity

bull Reduction in Training time

bull ldquoSoftrdquo metrics ndash Net Promoter Score (Customer Satisfaction)

bull Iterate and keep moving

bull Analyze and challenge your

approaches

bull Understand and avoid risks

bull Exploitationsware

bull Pointsification

bull Gaming the game

bull Legal and Regulatory issues

October 20 201622

Lessons

Learned

More readings

httpswwwcourseraorglearngamification

HEARTS CLUBS DIAMONDS SPADES

Players who suit muds

Fun Fun-of-Use for Business Applications

Contact me at

httpswwwlinkedincominfragnet

1 Increase Awareness

Mini-widget

Real-time KPI

CSAT score

Historical views

Employee of the Day

Custom Competitions

Podium and Messages

Experience Points

3 Motivate through gamification

(recognition and incentives)

Shared leader-agent view

Custom messages

2 Facilitate Coaching

Communication

Solution ndash Xerox Agent Performance Indicator

Xerox Visual

Performance

Indicator

Improve Productivity and Motivation

Satisfaction of agents in Call Centre

Gamification

In XVPI

Results

bull Innovation Award in 2013

bull Thousands of users potential of 50K

bull Impact on Operations

bull ldquoHardrdquo metrics ndash eg Productivity

bull Reduction in Training time

bull ldquoSoftrdquo metrics ndash Net Promoter Score (Customer Satisfaction)

bull Iterate and keep moving

bull Analyze and challenge your

approaches

bull Understand and avoid risks

bull Exploitationsware

bull Pointsification

bull Gaming the game

bull Legal and Regulatory issues

October 20 201622

Lessons

Learned

More readings

httpswwwcourseraorglearngamification

HEARTS CLUBS DIAMONDS SPADES

Players who suit muds

Fun Fun-of-Use for Business Applications

Contact me at

httpswwwlinkedincominfragnet

Gamification

In XVPI

Results

bull Innovation Award in 2013

bull Thousands of users potential of 50K

bull Impact on Operations

bull ldquoHardrdquo metrics ndash eg Productivity

bull Reduction in Training time

bull ldquoSoftrdquo metrics ndash Net Promoter Score (Customer Satisfaction)

bull Iterate and keep moving

bull Analyze and challenge your

approaches

bull Understand and avoid risks

bull Exploitationsware

bull Pointsification

bull Gaming the game

bull Legal and Regulatory issues

October 20 201622

Lessons

Learned

More readings

httpswwwcourseraorglearngamification

HEARTS CLUBS DIAMONDS SPADES

Players who suit muds

Fun Fun-of-Use for Business Applications

Contact me at

httpswwwlinkedincominfragnet

Results

bull Innovation Award in 2013

bull Thousands of users potential of 50K

bull Impact on Operations

bull ldquoHardrdquo metrics ndash eg Productivity

bull Reduction in Training time

bull ldquoSoftrdquo metrics ndash Net Promoter Score (Customer Satisfaction)

bull Iterate and keep moving

bull Analyze and challenge your

approaches

bull Understand and avoid risks

bull Exploitationsware

bull Pointsification

bull Gaming the game

bull Legal and Regulatory issues

October 20 201622

Lessons

Learned

More readings

httpswwwcourseraorglearngamification

HEARTS CLUBS DIAMONDS SPADES

Players who suit muds

Fun Fun-of-Use for Business Applications

Contact me at

httpswwwlinkedincominfragnet

bull Iterate and keep moving

bull Analyze and challenge your

approaches

bull Understand and avoid risks

bull Exploitationsware

bull Pointsification

bull Gaming the game

bull Legal and Regulatory issues

October 20 201622

Lessons

Learned

More readings

httpswwwcourseraorglearngamification

HEARTS CLUBS DIAMONDS SPADES

Players who suit muds

Fun Fun-of-Use for Business Applications

Contact me at

httpswwwlinkedincominfragnet

More readings

httpswwwcourseraorglearngamification

HEARTS CLUBS DIAMONDS SPADES

Players who suit muds

Fun Fun-of-Use for Business Applications

Contact me at

httpswwwlinkedincominfragnet

Thank youldquoThe best way

to predict the

future is to

invent itrdquo