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Trend Micro Star Trek 2020 - Accelerating DevOps transformation through gamification

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This slide deck is shared in the Domain Driven Development Taiwan 2020 Conference (2020 Nov. 27 @ Taipei, Taiwan).
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DevOps 集文化哲學、實務與工具於一身,是近年來逐漸受到矚目的一種管理模型。透過導入 DevOps,組織可提升其快速交付應用程式和服務的能力,提供更好的服務給客戶,並變得更有競爭力。

在 DDD (Domain Driven Development) 中,我們鼓勵開發人員打破部門間的穀倉效應,一起合作協力打造軟體、交付價值。

而 DevOps 也致力於打破穀倉效應!受限於在穀倉效應下,以功能性架構設計的公司或組織,其員工通常只會恪守本份地確保「自己的專案」能如期完成,行有餘力才會支援「其他人(或其他部門)的專案」。

像「推動 DevOps 文化轉型」這種需要跨部門協同合作的專案,通常有賴高階主管「由上而下」(Top-Down)大力推動並親力親為才可能產生效果。但是,如果你公司裡的多數員工就是不吃「由上而下」的這一套,那該如何讓大家心甘情願地投入相關的活動呢?

DJ 在此次的分享中,將介紹他如何透過「遊戲化」 (Gamifications) 串聯公司的多個業務目標,並設計出能夠激勵員工在既有的專案之外仍主動投入於公司 DevOps 文化轉型活動的案例與方法。 分享內容包括:

1. 疫情下的 DevOps 文化轉型專案
2. 「星際奇航 2020 計畫」的誕生
3. 遊戲化設計的原則與方法
4. 點數、徽章與排行榜以外的設計挑戰
5. 你可以做得比我們好的秘訣

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Trend Micro Star Trek 2020 - Accelerating DevOps transformation through gamification

  1. 1. 1 Trend Micro Star Trek 2020 林德政 / DJ (Der-Jeng) Lin 2020/11/27 Accelerating DevOps transformation through gamification
  2. 2. 2 Copyright 2020 Trend Micro Inc. A Little About Me 林德政 Der-Jeng Lin Senior Project Manager UX Evangelist Agile Practitioner Trend Micro Inc. https://www.linkedin.com/in/derjenglin/ 1997 2003 2007 1995 2020 Software Development Project Management UX Design & Research Product Management
  3. 3. 3 Copyright 2020 Trend Micro Inc. The Journey Transformation During the Pandemic Birth of the Star Trek Program Design Framework and Gamification Remedies to Problems with the Points, Badges, and Leaderboard Lessons Learned
  4. 4. 4 Trenders WFBSS OSCE Diamond APEX XDR Titanium Luwak Planet Clagile Planet #1 Planet #2 STOC Space Tavern DevOps Fair DevOps Fair DevOps Fair DevOps Fair DevOps Expo 2020 Star Trek – The Voyage to Customer Success Two-Headed Oracle Level 2 Two-Headed Oracle Gravity Monster Level 2 Gravity Monster Dark Nebula Dark Nebula Level 2
  5. 5. 5 Copyright 2020 Trend Micro Inc. Birth of the Star Trek Program Design Framework and Gamification Remedies to Problems with the Points, Badges, and Leaderboard Lessons Learned The Journey Transformation During the Pandemic
  6. 6. 6 Copyright 2020 Trend Micro Inc. Trend’s Founders Steve Chang Chairman Jenny Chang Chief Culture Officer Eva Chen Chief Executive Officer
  7. 7. 7 Copyright 2020 Trend Micro Inc. EVA CHEN (陳怡樺) CEO and Co-Founder Employees 6,555 Revenue 160 billion yen (US$1.45 billion) Founded United States 1988 Headquarters Tokyo, Japan Locations Offices in 45 countries VISION A world safe for exchanging digital information MISSION Defend against threats that can impact the digital life or IT infrastructure of users Global Cloud Security Leader Tokyo Stock Exchange - Nikkei Index (4704)
  8. 8. 8 Copyright 2020 Trend Micro Inc. Global Coverage Sales Offices Technology Offices Taiwan 1500+ China 530+ Japan 700+ Germany 100+ UK 80+Canada 160+ US 780+ India 60+ ANZ 80+ SEA 80+ Korea 10+ Ireland 200+ Europe Others 200+ Latin America 100+ MMEA 200+ Philippines 1000+
  9. 9. 9 Copyright 2020 Trend Micro Inc. A Fun Place to Work! • WORK SMART • LEARN EAGERLY • PLAY HARD • LOVE & SECURE THE WORLD
  10. 10. 10 Copyright 2020 Trend Micro Inc. Consumer Products
  11. 11. 11 Copyright 2020 Trend Micro Inc. Enterprise & Small-to-Medium Business Products Worry-Free Data Loss Prevention Scan Mail for Lotus Domino Scan Mail for Microsoft Exchange SafeSync for Enterprise Deep Security Deep Discovery Threat Management Control Manager Office Scan
  12. 12. 12 Copyright 2020 Trend Micro Inc. Borderless Team • All of Trend Micro overcomes the limitations of borders and time zones to reach the same targets. • Together we focus on creating excellent products.
  13. 13. 13 Copyright 2020 Trend Micro Inc. Best Approach for DevOps Transformation? Bottom-Up Approach Top-Down Approach 1. Higher authority defines tasks and priorities 2. Upper management delegates tasks 3. Employees receive specific tasks to complete 1. Employees provide input 2. Company-wide collaborations implemented 3. Completed tasks reported to senior management
  14. 14. 14 Copyright 2020 Trend Micro Inc. Transformation Kick-off Announcement 2019 August 2020 Jan. Apr. Jul. Oct. 2021 Jan.October DevOps Transformation Kick-off August 5th
  15. 15. 15 Copyright 2020 Trend Micro Inc. Messages from the CEO “DevOps is a culture, not a process” “Now is the best time”
  16. 16. 16 Copyright 2020 Trend Micro Inc. Trend Micro DevOps Cultural Transformation Customer SuccessProduct Success Data-Driven Decision-Making Top-Down Decision-Making Everyone Owns Customer Value Growth Sales Owns Revenue Growth ToFrom
  17. 17. 17 Copyright 2020 Trend Micro Inc. Building DevOps Awareness 2019 August Apr. Jul. Oct. 2021 Jan.October DevOps Transformation Kick-off August 5th Training Workshops Study Groups Sharing Practices and Lessons Learned DevOps Expo 2019 2020 January
  18. 18. 18 Copyright 2020 Trend Micro Inc. 2019 DevOps Training and Sharing
  19. 19. 19 Copyright 2020 Trend Micro Inc. Pandemic Crisis 2019 August 2020 January April July October 2021 JanuaryOctober DevOps Transformation Kick-off August 5th Work from home policy
  20. 20. 20 Copyright 2020 Trend Micro Inc. Gossip 2019 August 2020 January April July October 2021 JanuaryOctober DevOps Transformation Kick-off August 5th Where can I learn more about DevOps? Are we doing DevOps? That’s all? Are we done yet?
  21. 21. 21 Copyright 2020 Trend Micro Inc. Design Framework and Gamification Remedies to Problems with the Points, Badges, and Leaderboard Lessons Learned Transformation During the Pandemic The Journey Birth of the Star Trek Program
  22. 22. 22 Copyright 2020 Trend Micro Inc. Transformation Requires More Than Just Awareness
  23. 23. 23 Copyright 2020 Trend Micro Inc. Committee Transformation ToFrom DevOps in ActionDevOps Awareness Solid Business ImpactBig Annual Expo Events Real Project ImplementationsHands-on Workshops Reviewed Quality SharingCasual Meetups Cross-Team VisibilityIndividual Project Reviews
  24. 24. 24 Copyright 2020 Trend Micro Inc. Engineering Excellence Star Trek Program Objectives Faster Value Delivery Build the Right Product Higher Operational Quality Trend Micro DevOps Culture • Wisdom from Data (智) • Bravery in Taking Responsibility (勇) • Empathy for Customer Success (仁) Increase DevOps Transformation Visibility
  25. 25. 25 Copyright 2020 Trend Micro Inc. April Star Trek Program Kick-off 2019 August 2020 January Jul. Oct. 2021 Jan.October DevOps Transformation Kick-off August 5th DevOps in ActionAwareness Star Trek Program Kick-off April 8th
  26. 26. 26 Copyright 2020 Trend Micro Inc. Kick-off Video
  27. 27. 27 Copyright 2020 Trend Micro Inc. Star Trek Program Overview April May June July August September October November December 2020 Q1 Mandatory Missions Extra Quests Kick-off M1. Form a Team Register the team, customers, and goals M2. Identify the Destination Develop specific objectives and measurements X1. Invent Weapons Register specific DevOps practices X2. Equip Weapons Adopt specific DevOps practices X3 ~ X6. Participate in DevOps Fairs and Sell Weapons Share DevOps practices and lessons learned X7. Fight the Monsters Take on specific DevOps improvement challenges M3 ~ M6. Submit Voyage Logbook Update progress of data-driven transformations X8 ~ X10. Explore the Planets Meet specific DevOps maturity criteria Eligible Teams Announced DevOps Expo 2020 Share, learn, and win awards X0. Fuel Up Attend training and sharing
  28. 28. 28 Copyright 2020 Trend Micro Inc. Registration of Eligible Teams Crew CaptainProduct Management PMM Marketing Sales Technical Support Business Customer Core TechR&D Information Service & Back Office Trend Micro Product / Service Delivery Chain
  29. 29. 29 Copyright 2020 Trend Micro Inc. Remedies to Problems with the Points, Badges, and Leaderboard Lessons Learned Birth of the Star Trek Program Transformation During the Pandemic The Journey Design Framework and Gamification
  30. 30. 30 Copyright 2020 Trend Micro Inc. Gamification Definition The application of game design elements and principles outside of gaming contexts. Gamification can have a positive impact on user engagement, productivity, workflows, learning, crowdsourcing, employee recruitment and evaluations, product usability and usefulness, physical exercise, traffic violations, voter apathy, and more.
  31. 31. 31 Copyright 2020 Trend Micro Inc. User Journey Motivations (Drivers) Designed Activities Gamifications and Feedback Loop Users (Players) Desired Actions Gamification Design Canvas Business Objectives (with Metrics) 1 2 3 4 7 6 5
  32. 32. 32 Copyright 2020 Trend Micro Inc. Define a Voyage Plan Submit Voyage Logbooks Invent and Adopt Weapons Participate in Fair Events Fight the Monsters Explore the Planets Designed Activities Desired Actions and Designed Activities Make Hypothesis Driven Development (HDD) plans for real projects Implement HDD and the DevOps cultures for customer success Share and adopt proven DevOps practices Share lessons learned in the DevOps transformation Learn DevOps practices and take capability assessments Develop plans to adopt DevOps practices Desired Actions
  33. 33. 33 Copyright 2020 Trend Micro Inc. User Journey The Voyage to Customer Success! • Form a cross- functional team with coworkers in your current projects. • Begin the journey with your own starship. • Defeat monsters and overcome all DevOps transformation challenges. Existing Alternatives • Project reviews • SQA DevOps assessments Users (Players) Desired Actions Business Objectives # of Registrations # of Assessments # of Practices Shared # of High-Scoring Teams • Business Impact • DevOps Engineering Excellence • Strong business impact • Improved engineering practices • Visibility of DevOps transformation • Experienced (teams / practitioners) • Less experienced (teams / practitioners) • Experienced • Share good practices • Take assessments • Less-Experienced • Read DevOps Engineering Guide • Adopt DevOps Practices Metrics Star Trek Gamification Overview Gamification and Feedback Loop Motivations (Drivers) Designed Activities Feedback • Master DevOps knowledge & practices • Learn how other teams do DevOps • Earn rewards • Narratives • Avatars • Points • Badges • Leaderboard • Rewards with deadlines Plus many more! • Hypothesis Driven Development (HDD) - Voyage Logbook Submissions • Adoption and assessment of various DevOps practices – Fighting Monsters • Feedback from coaches and judges • Merit Points and Mileage Points earned Gamification
  34. 34. 34 Copyright 2020 Trend Micro Inc. Disputes Within the Task Force “This is just another type of project review” “I doubt that more than 30 teams will join in.”
  35. 35. 35 Copyright 2020 Trend Micro Inc. Purpose AutonomyMastery Employee Motivations The desire to control our lives The desire to become better at something that matters The desire to serve something bigger than ourselves *Reference: “Drive: The Surprising Truth About What Motivates Us”, Daniel H. Pink Daniel H. Pink American author
  36. 36. 36 Copyright 2020 Trend Micro Inc. Motivation of Star Trek Participants Purpose AutonomyMastery • Define a DevOps plan based on personal priorities and time available • Take on challenges and fight monsters according to personal preferences • Master DevOps knowledge and skills • Learn DevOps practices from other teams • Contribute to customer success • Help with team and personal growth • Earn monetary rewards *Reference: “Drive: The Surprising Truth About What Motivates Us”, Daniel H. Pink
  37. 37. 37 Copyright 2020 Trend Micro Inc. Progress / Improvement Feedback Loop with Attainable Goals Start Goal Milestone Milestone Motivation Action The Feedback Loop
  38. 38. 38 Copyright 2020 Trend Micro Inc. Star Trek Program Portal
  39. 39. 39 Copyright 2020 Trend Micro Inc. Points, Badges, and Leaderboard Merit Points Measuring Business Impact Mileage Points Measuring Engineering Excellence Badges Showcasing Team Achievements
  40. 40. 40 Copyright 2020 Trend Micro Inc. Restructured DevOps Engineering Guidelines
  41. 41. 41 Copyright 2020 Trend Micro Inc. Fighting Monsters in Different Knowledge Areas
  42. 42. 42 Copyright 2020 Trend Micro Inc.
  43. 43. 43 Copyright 2020 Trend Micro Inc. Special Badges and Rewards Arms Merchant Best sharing during each Fair event First Weapon Invented First team to register a first practice in any Knowledge Area Monster Buster All teams that defeat 3+ monsters Planet Explorer All teams that defeat all monsters at a specific level Early Bird All teams that register early More challenges under development Space Pioneer First 10 teams Weapon Inventor All teams with 3+ registered practices Galaxy Adventurer All teams that submit 3+ progress updates with quality improvements Tickets to the Expo Top 15 teams with the most Merit and Mileage Points
  44. 44. 44 Copyright 2020 Trend Micro Inc. 2020 DevOps Expo Awards Categories Definitions Rewards 2020 DevOps Expo Customer Success Award Greatest Business Impact Honors the project teams with outstanding achievement in improving Customer Success through DevOps transformation • Champion: US$ 50,000 • 2nd Place: US$ 10,000 • 3rd Place: US$ 6,000 • 4th Place: US$ 3,000 • 5th Place: US$ 3,000 Trend Micro Flagship Best DevOps Practitioners Honors the project teams that demonstrate the best DevOps capability and capacity • 1st : US$ 5,000 • 2nd : US$ 4,000 • 3rd : US$: 3,000 Trend Micro Explorer Most DevOps Practices Honors the project teams that shared the most DevOps practices and lessons learned during the transformation US$ 3,000 *Last Update: 2020/9/25
  45. 45. 45 Copyright 2020 Trend Micro Inc. One month after kick-off….
  46. 46. 46 Copyright 2020 Trend Micro Inc. 93 Teams with 949 Participants Registered! 25 15 10 6 4 5 12 1 4 11 212 160 97 56 44 33 149 12 47 139 Consumer CoreTech Luwak/XDR/MGCP Foundation(Apex) SaaS(Worry-Free) HybridCloudSecurity (e.g.DS) DD TP ETS/HIE/L10N/Support IS Star Trek Team Registration (by BU) Number of Teams Number of Participants *Last Update: 2020/5/8
  47. 47. 47 Copyright 2020 Trend Micro Inc. Lessons Learned Birth of the Star Trek Program Design Framework and Gamification Transformation During the Pandemic b The Journey Remedies to Problems with the Points, Badges, and Leaderboard
  48. 48. 48 Copyright 2020 Trend Micro Inc. Gamification is NOT Just for Fun!
  49. 49. 49 Copyright 2020 Trend Micro Inc. Transformation Requires Resources and Time April 2019 August 2020 January July October 2021 JanuaryOctober DevOps Transformation Kick-off August 5th Star Trek Program Kick-off Apr. 8th 93 Teams registered 79 Teams submitted HDD Plans 63 Teams began the voyage 42 Teams submitted the 1st Logbook 33 Teams submitted the 2nd Logbook Participants quitting?!
  50. 50. 50 Copyright 2020 Trend Micro Inc. What Makes Motivation Result in Action? Brian Jeffrey Fogg American social scientist and author *Reference: https://behaviormodel.org/ Low High AbilityLow (Hard to Do) High (Easy to Do) Motivation Action Line Prompt Succeed Here Prompt Fail Here B = MAP
  51. 51. 51 Copyright 2020 Trend Micro Inc. Achieving Balance Requires Continuous Fine-tuning Best Case Most-likely Case Extreme Case Simulate different situations to balance the two point systems
  52. 52. 52 Copyright 2020 Trend Micro Inc. Accelerator Designed to Encourage Participants Planet #1 Participants can double their points if they defeat all the Monsters on Planet #1
  53. 53. 53 Copyright 2020 Trend Micro Inc. Six months after the kick-off….
  54. 54. 54 Copyright 2020 Trend Micro Inc. Over 42 Teams Remain Active 15 Teams Eligible to Win Expo Awards *Last Update: 2020/11/24
  55. 55. 55 Copyright 2020 Trend Micro Inc. 417 DevOps Practices Collected in 6 Months 1,390% more than the average number of practices collected over each of the last 3 years 5 teams submitted over 30 practices *Last Update: 2020/11/20
  56. 56. 56 Copyright 2020 Trend Micro Inc. Remedies to Problems with the Points, Badges, and Leaderboard Birth of the Star Trek Program Design Framework and Gamification Transformation During the Pandemic The Journey Lessons Learned
  57. 57. 57 Copyright 2020 Trend Micro Inc. Lessons Learned • Begin with the End in Mind Clarify the business objectives before proposing solutions • Provide Autonomy People become engaged when they have a sense of control • Align Expectations Not everyone realizes that gamification is not just for fun • Keep Learning and Improving Always find more opportunities for improvement
  58. 58. 58 Copyright 2020 Trend Micro Inc. References
  59. 59. 59 Copyright 2020 Trend Micro Inc.
  60. 60. 60 Copyright 2020 Trend Micro Inc. Thanks! DJ (Der-Jeng) Lin 2020/11/27

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