gamification fundamentals - from theory to practice
TRANSCRIPT
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
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
Thank youldquoThe best way
to predict the
future is to
invent itrdquo
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
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
Thank youldquoThe best way
to predict the
future is to
invent itrdquo
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
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
Thank youldquoThe best way
to predict the
future is to
invent itrdquo
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
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
Thank youldquoThe best way
to predict the
future is to
invent itrdquo
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
Thank youldquoThe best way
to predict the
future is to
invent itrdquo
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
Thank youldquoThe best way
to predict the
future is to
invent itrdquo
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
Thank youldquoThe best way
to predict the
future is to
invent itrdquo
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
Thank youldquoThe best way
to predict the
future is to
invent itrdquo
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
Thank youldquoThe best way
to predict the
future is to
invent itrdquo
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
Thank youldquoThe best way
to predict the
future is to
invent itrdquo
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
Thank youldquoThe best way
to predict the
future is to
invent itrdquo
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
Thank youldquoThe best way
to predict the
future is to
invent itrdquo
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
Thank youldquoThe best way
to predict the
future is to
invent itrdquo
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
Thank youldquoThe best way
to predict the
future is to
invent itrdquo
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
Thank youldquoThe best way
to predict the
future is to
invent itrdquo
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
Thank youldquoThe best way
to predict the
future is to
invent itrdquo
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
Thank youldquoThe best way
to predict the
future is to
invent itrdquo
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
Thank youldquoThe best way
to predict the
future is to
invent itrdquo
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
Thank youldquoThe best way
to predict the
future is to
invent itrdquo
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
Thank youldquoThe best way
to predict the
future is to
invent itrdquo
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
Thank youldquoThe best way
to predict the
future is to
invent itrdquo
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
Thank youldquoThe best way
to predict the
future is to
invent itrdquo
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
Thank youldquoThe best way
to predict the
future is to
invent itrdquo