Best Practices for Implementing Gamification LSCon18 Monica Cornetti
Session 211
Gamification is an important and powerful strategy for influencing and motivating people in the workplace. Unfortunately, many people think gamification means adding games to training, or letting employees “play” all day.
Using case studies from real-life programs such as Brown University, Amazon, Wyndham Properties, and more… you'll learn how and why Gamification works, in what context it’s most effective, and what the limits are to this approach of employee engagement training and talent development. Through hands-on application combined with anecdotal and empirical data, you will experience the good, the bad, and the ugly of gamification strategy design.
3. What is your level of knowledge and
experience with Gamification?
1. A Gamification Master
2. Done some PBL gamification
3. Taken previous courses in design
4. Read white papers/blogs
5. Heard the term
7. #1 Gamification Guru, International
Speaker, and Acclaimed Author.
Founder and CEO of Austin-based
Sententia Gamification.
Monica Cornetti
www.monicacornetti.com
@monicacornetti
HELLO!
9. 360 Training
Abbott Laboratories
Abudawood
Accenture
ADP
American Cancer Society
AmeriHealth Caritas
Association for Talent
Development
Audible.com
Amazon
Apple
AT&T
Augusta University
BCBS Florida
Bloomington Public Schools
BNSF Logistics
Boehringer-Ingelheim
Brown University
Brother International
Caliber Home Loans
Carolinas Health Care
Caterpillar
Citizens Bank
Colorado Springs Utilities
Country Financial
Customs and Border Protection
Dell
Direct Checks Unlimited
Duke University
eLearning Guild
First Republic Bank
Flik Lifestyles
FM Global
Get Fueled
Goodwill Industries
Greyhound
Growmark
Harvard University
Harley-Davidson Financial
Harte Hanks
Heartland Bank
Help Desk Institute
ICMI
Illinois Central College
Illinois State University
JB Hunt
Jobbing America
Legal Learning Network
Liberty Mutual Insurance
Mary Kay
MD Anderson
Metro Technology Centers
North Highland Consulting
Northwest University (RSA)
Oklahoma Department of
Mental Health and Substance
Abuse Services
Oncor
Pacific Islands SBDC
Peace Health
Pepsico
PWC
PYXERA Global
Queen Rania Foundation
Round Rock ISD
Samsung
SegaTeam
Serious Play
State Farm
State of Arizona
Stetson University
The CARA Group
The Help Desk Institute
The Hill at White Marsh
Texas A&M University
Texas State University
Training Magazine
TXDOT
United Airlines
University of Arkansas
University of Phoenix
University ofTexas
Wells Fargo
Wal-Mart
Wilmington University
Your Company Name Here
10.
11. A CHALLENGE
How would your
adult and corporate
learning change if
your training was
optional?
If students did NOT
have to take your
course?
21. A L O G I S T I C S D I L E M M A
A farmer lives on a small plot of land
next to a river. One day, he travels
across the river in a small boat and
purchases a fox, a chicken, and a bag of
corn from a feed and supply store.
When the farmer returns to his boat
to cross the river again and go home,
he realizes he has a dilemma.
The farmer can only take one item in
his small boat at a time, otherwise he
risks capsizing. He cannot leave the fox
alone with the chicken, because the fox
will eat the chicken. He cannot leave
the chicken alone with the corn,
because the chicken with eat the corn.
How does the farmer successfully get
all three items across the river?
22. The Perfectionist:
This badge will be awarded to learners who pass a specific week’s quizzes and exams.
There will be a badge for each week.To unlock the last badges - the Golden Star - the
learner must pass all exams throughout the 5 weeks.
Achievements (Badges)
Ehab Abu Dayeh
Senior Course Manager, Edraak.org
Queen Rania Foundation for Education & Development
24. The progress bar will be used to motivate the learners to complete the entire MOOC,
since our brains hate it when things remain incomplete.
Progression (Progress Bar)
Ehab Abu Dayeh
Senior Course Manager, Edraak.org
Queen Rania Foundation for Education & Development
26. Brandon Tanguay
Content Developer at Vistana Signature Experiences
Brandon.Tanguay@vistana.com
Link to Brandon’s template: https://community.articulate.com/discussions/articulate-
storyline/thanksgiving-turkey-themed-game-test
Compliance
27. How it works: Terry the Turkey
starts out with no feathers.
From the map of
Thanksgiving Woods, click on
a feather to receive a
question.
If the question is answered
correctly, you earn a feather.
The goal is to get as many
feathers as possible.
A passing score = 22/25. If
you pass, you get a happy
turkey.
If you fail, your turkey
explodes!
The Rules
28. Meaningful Choices – Choices refer to the options a learner must
select from as they respond to a decision point. To promote a
quality cognitive experience, one that promises your learner that
they will have a role to play in how the learning or story unfolds, you
should develop meaningful choices.
Choices
29. Collecting Goods or Rewards: Creates a sense of satisfaction, privilege, and
status. Terry the Turkey starts out with no feathers. From the map of Thanksgiving
Woods, the learner click on a feather to receive a question. If answered correctly,
they earn a feather. Goal is to get as many feathers as possible.
Collecting
30. Terry the Turkey is an example of an HR Compliance training
with a goal of 100% participation in an annual review of
regulatory policies. A simple narrative that engaged the
learners, made the learning fun, and achieved their
compliance goals.
Imagine the typical learning complaining about not having
enough time to take the course, yet choosing to take it
twice, to engage in the fun of the story and it’s character.
Designed by Sententia Certified Gamification
Apprentice Brandon Tanguay of Vistana.
A Win!
32. GOALS, BUSINESS OBJECTIVE AND LEARNING OBJECTIVES
callescalationsfor the reasonof not knowinghow
to process apayment type (astracked in our call
tracking system)
customer satisfaction ratings (measuredbypositive
response rates)
dollars spenton callescalationsrelated to not
recognizingor knowinghow to processpayment types
outside the home marketplace
customers 2 percentage point increase
CSAs 40% decrease 3 months post training
3 months post training
CSAs 2% percentage point decrease 3 months post training
Thistraining isbeingdeveloped for customer serviceassociates(CSAs)around the globewho servicecustomersin marketplacesoutside their home
country. Currently, CSAsescalatecallsbecausethey do not recognizethe customer’s payment type at arate of XX% andbecausethey do not
understandhow to processapayment type at arate of XX%. Escalatedcallsarelessexpedient for our customersandmore costly to our business. The
goalof this training isto decreasethesecallescalationsto improve our customers’ experience anddecreasecustomer serviceexpensesrelated to
providing support to customersoutside of the CSAshome marketplace.
WHAT? WHO? HOW MUCH/MANY? BYWHEN?
callescalations for the reason of not recognizing a CSAs 10% decrease 3 months post training
payment type (astracked in our calltrackingsystem)
Business Objective:Customercallescalationsduetoacustomerservice associatenotrecognizingapayment type(e.g.doesn’tknowwhatacreditcardis),as
trackedinourcalltracking system,willbe10% loweroverthe3 months followingtraining completion.
Business Objective:Customercallescalationsduetoacustomerservice associatenotknowinghowtoprocessapayment type(e.g.knowswhatacreditcardis, but
doesn’tknowhowtoprocesspayment),astrackedinourcall trackingsystem,willbe40% loweroverthe3 monthsfollowingtraining completion.
Business Objective:Customersatisfactionratings(measured bypositiveresponse rates) willincrease by2 percentagepointsinthethreemonthsfollowingtraining.
Business Objective:Dollars spent oncallescalationsrelatedtoaCSA notrecognizingorknowinghowtoprocessapayment typeoutsidetheirhome
marketplacewillhavedecreased by2 percentagepoints3 months post training.
33. PERSONA: DEYVN
Psychographics:
Motivated byacceptance,physicalactivity, power, status
andsocialcontact.
Biggest on the job challenge:
Feelsthe needto be accepted byeveryone, so he
avoidsconflict or confrontation.
Valuesmost about his role:
Enjoystalkingwith people andsolving theirproblems.
Demographics:
22 yearold singlewhite malewho livesat home with hisparents
Highschool education
Firstjob after highschool
Bilingual in EnglishandSpanish
Experience in his position/work history:
New to the company,though anavidconsumerof avariety of the companies
products, especiallydigital products and services.
Works ascustomer serviceassociate,at acallcenter in Eastern Washington.
He loves his job and hashis sights set on progressing up the company hierarchy.
He isan“all-star” who learns quicklyandperformsat ahighlevel.Verytechnologically
awareandinclined.
Workday environment and flow:
Spendsthe dayanswering customer servicecalls.
Workplace ischaotic andnoisy.He issurrounded byother CSAstakingphone calls,
consultingwith one another, andsocializing.
Workplace technology use:
UsesaPCwith accessto the Web andinternal tools like SharePoint.
Verytechnologicallysavvyandawareof newtechnologies.
Where training will take place:
Thistraining will beeLearning that will takeplaceat Devyn’sworkstation, asmallcubicle
divided by4 foot walls.
Gamesplayed andamount of time spent:
Devynisadailygamerwho especiallylikesrole-play gamesandbuildshisown games
using Lumberyard.
34. Motivation Devyn Miguel Mary Srijita Associated Mechanics
Power high high Achievements,Action Points(to spend),Ambassadors,Apply a
Procedure/Equipment(skill demonstration that canfail), attempts
(# of chances),Auction/Bidding,Avoidance (punishfor error),
Badges,Boosters,BossBattle, Breaks,Challenge(event within a
game),Combos (sequencewith time limit that givesextra
benefit), Countdown,Deadline, Enemies(threat), Experience
Points(used to unlock), Heads-up-displays,Leaderboards,Levels,
Limit(max
number of pts canachieve), Mentorship, PieceElimination,
Magnetic Caps(limited number of chancesto complete atask),
player v player,Quests,Races,Rating (reputation within
peers),Variable Ratio Rewards, Risk andReward,Rivals,Territory
Control,Time Events,TrophyShelves, Unlocking
Interdependence low high high Allies,Ambassadors,Care-Taking(players look after one
another), Chats,CommunalDiscovery, Executeaplan,Free
Lunch(because someoneelsedid work), Guilds, In-Game
Gifting, Mentorship, Question the Individual, Rivals,Role-
Playing,Voting
Curiosity high high Apply aProcedure,Apply Equipment,Backtracking(return to part
of gameif not pass),BranchingChoices, Combos (sequencewith
time limit that givessignificant advantage),Cuesor Questions,
Didactic Reference,Discovery andExploration, EasterEggs,
EmbeddedInformation (get info asexplore), Objectives List
(explicit info about objectives andprogress),Magnetic Caps
(limited number of chances),PuzzleGuessing,Tile Laying,
Unlocking
Social Contact high high Ambassadors, Avatar, Chats, Communal Discovery, End of Level
Experience Summary, Free Lunch (get a benefit from work
someone else has done; luck into it), Guilds, Mentorship, Player v
Player Challenge, Question an Individual, Role-playing, Rolling
Goods (won by anyone as long as they meet criteria),Trading
Systems,Turns
MOTIVATION INVENTORY OF
PERSONAS WITH MECHANICS *mechanic usedwithin the training indicated in orange
35. Jefftravels to Mars to seeif he
canopen a warehouse and
shipping facility there.
NEXT
39. Here’s how you canhelpJeff.
Spinthedial.
Solvethe customer service scenario.
Earntools to help Jeffrebuild his spaceship.
Rebuildthe spaceshipbefore Jeffruns out ofsupplies.
Earnbadgesandphonetool icons to show how well you’vedone!
NEXT
40. AMAZING JOB!
YOU HELPED JEFF GET HIS SPACESHIP READY TO LAUNCH IN ONLY18 DAYS.
Project Calendar
Toolbox
daysof food andwatersupplies
18
I brought
Jeff home!
Congratulations!
You’ve earned your
LMSbadge and
phonetool icon!
Endif Win
41. Mechanic Application inTraining
Avoidance lose 2daysof work when escalateanissue
Backtracking if escalateanissuecangobackandanswerit for samecredit ascould initially (though received a2daypenalty)
Badges
completion badgewith number of daysto complete questthat canbedisplayedpublicly in the
LMS; completion phone icon that canbedisplayedpublicly with employee profile
Bonuses additional bonuson one questionif answercorrectly first or secondtime (no bonusif not correct)
Didactic References
references included under “learn more and come back to solve this scenario” (rewarded with 2 days of
food and water) and under “review additional materials” when the answer is incorrect after 2 attempts
(rewarded with one dayof food and water)
Challenge two timed challenges to gainadditional daysof completed work
Easter Egg Martians help for areasonthat the user doesn’t control
HUD calendar andtrophy caseupdatedafter eachgainorlossof days/tools
Leaderboard
LMShasleaderboard for showing ......%of people in eachwork unit who sent Jeffhome within 15days,16-
20 days,21-25 days,26-30 days,more than 30 days
Magnetic Caps only two chancesto geteachscenario correct, one chancewith eachof the challenges
PerformanceSummaryatEnd
calendar andtrophy caseat endindicate summaryof progressandstory consequencesof masteringor
not masteringthe quest
Quests getJeffbackto earth before heruns out of supplies
Timed Events timed challenges
Trophy Shelves display of tools earnedshown after the gainor lossof days/tools andat the end of the training in summary.
NOTES:
1. Mechanicsrelated to Statuswere the primary focus of motivators in this training, because3 of the 4 personasscored highon thismotivation.
2. Mechanicsrelated to Power andCuriosity motivators were alsoincorporated because2 of the 4 personasscoredhighin these areas.
3. Interdependence and Social Contact were also high for 2 of the 4 personas. Since eLearning was the mandated format for this training, there
are limited options for including these mechanics. Hopefully the use of a Leaderboard by work unit will provide some level of motivation for
those who are motivated by interdependence.
MECHANICS IMPLEMENTED INTRAINING
56. The ONLY Gamification
Certification forTalent
Development andTalent
Management professionals that
can be approved for
HRCI, SHRM, and ATD for
recertification credits.
Three Levels of Gamification Certification
57. October 6-8, 2018
McCormick Place West, Chicago, IL
GamiCon.us
The Gamification Conference for Learning and Development
A Co-located Event by Sententia Gamification and Training Magazine Online Learning Conference
58. Read the Article: https://www.linkedin.com/pulse/gamification-value-badges-monica-cornetti/