world explorer client engagement playshop - united airlines
DESCRIPTION
Monica Cornetti - Gamification Speaker and Program Designer - Customer Engagement Training for United Airlines This is a presentation Monica recently designed and delivered in a gamification playshop for a division of United Airlines. The group is working on customer engagement strategies and hired Monica to show them how to apply gamification to their sales and marketing mix. Using her World Explorer - An Epic Adventure into the Ream of Gamification trademarked process, Monica led the group through a hands-on, gamified playshop, exploring the beauty, awe, marvels, and dangers of the 7 different levels of successful gamification. View the World Explorer Synopsis at this link: http://www.slideshare.net/monicacornettientreprenow/united-airlines-gamification-playshop-world-explorer-synopsis About The Presenter: A gamification keynote speaker and curriculum designer, Monica Cornetti is rated as the #1 Gamification Guru in the World by UK-Based Leaderboarded. She is the author of the book Totally Awesome Training Activity Guide: Put Gamification to Work for You. Monica’s niche is gamification used in the corporate environment. Contact Monica for information about hiring her to work with your group and learn how to apply gamification strategies that produce measurable, value-added ROI to your employee or client engagement strategies. [email protected] Connect with Monica (@monicacornetti) www.monicacornetti.comTRANSCRIPT
Monica CornettiRated #1 Gamification Guru in the World
by UK-based Leaderboarded
Think Like a Game Designer
The seven steps to superior gamification design…
1. Move into groups of no <5 and no >6
2. Team captain selected
3. Captain:
a. World Explorer Map and Explorer Cards
b. Select score keeper – give them the World Explorer Score Card
c. Souvenir Bag
On Boarding “The best way to learn about gamification is to do gamification.”
Dangers in the City
Why are we playing?
Urban Commander Challenge
How icon savvy are you?
San Francisco: 3, 13Washington D.C.: 5, 9Houston: 10, 12Los Angeles: 2, 14Seattle: 4Las Vegas: 7New York: 6, 8, 11Chicago: 1
Starting your gamification journey
without knowing your overall business
objectives will take you on a road to nowhere.
Our Quest TODAY –BE Adventurous Campaign!
Why are you playing?• Compliance Approach: get travelers to use
you the preferred supplier• Feedback Approach: encourage responses
from travelers; could involve social networking to gain insight and gather feedback
• Education Approach: helps travelers to understand things such as new route options and how to make the best choices
Urban CommanderWhy are we playing?
Dangers in the City
Don't try to fix a broken product or service with gamification
Don’t start your gamification journey without knowing your overall business objectives – you’ll be on the road to nowhere.
Don’t forget to focus on the players – Ask… ‘What’s in it for them?’
Dangers in Paris
Who are your players?
Richard Bartle Player Types
Amy Jo Kim Social Matrix
ExplorersLike to:Learn new thingsExplore and test boundariesFind loopholesKnow the rules
Value:Accurate informationClever designKnowledge exchange
CreatorsLike to:Express themselvesPersonalize their experience Show their uniquenessMake things others admire Value:Original thoughtCreativityInfluence through creativity
Competitors
Like to: Develop their talentsTest their skillsSee their rankingShowcase their abilities Value: MasteryLearningFriendly competition
Collaborators
Like to:Work with others on goalWin togetherParticipate in groups Form partnerships
Value: TeamworkShared learningSuccess as collective outcome
Who are you players?• Define your target user group (players)• How are your players represented across the
Social Action Matrix?• Have you identified all your players?
Bonjour Mon Cherie Who are your players?
Don’t forget: A game’s primary function is to entertain the player, and it is your job to create a ‘game’ that does so
Don’t think of the player as your opponent
Don’t assume your players want things a certain way
Dangers in Paris
1. The Tour de France is the biggest cycling event in the world.2. The race always starts at the Champs-Élysées.3. All riders aim to be the first to reach the finish line.4. The rider who wears the red dot jersey is good at climbing.5. The yellow jersey is the most important one.
1. True2. False3. False4. True5. True
Dangers in the Jungle
How are you keeping score?
Example:The retail store in the lobby needs $2000 in sales/day to break even.
Average:• Convert 1 of 4 customers that
come into the store • The average sale is $50
How many people do they need to come into the store each day to break even?
How are you keeping score?• What are the KPIs or benchmarks – you will
use to measure progress?• How will you know the gamification program
you put in place is driving the behaviors you need in order to meet your business objectives?
• What numbers must you hit in order for your gamification program to be a ‘success’?
Jungle StandoffHow are you keeping score?
Dangers in the
Jungle
Don’t record and measure everything
Don’t produce numerous and complicated reports and dashboards
Don’t count behaviors that don’t matter - focus on those that drive business objectives
Dangers in the Desert
How is the game played?
Fogg Behavior Model
Tiny Habits1. Start small2. Find an anchor
Pour coffee- Park your car- Sit down on subway-
After I (routine), I will (tiny behavior)3. Celebrate immediately
Design for ‘DO stuff’ behaviorMake your Tiny Habit ‘crispy’ or specific
How is the game played?• What specifically do you want your players
to do?• What actions do you need them to take to
measure against your benchmark?• What are they already doing that you can
add a tiny habit to it?
After I (routine), I will (tiny behavior).
Example: Millennials – using social media, mobile technology, taking selfies?
Find friend(s) & ‘Take a Selfie’ Post and Tag
Facebook: Monica CornettiInstagram: @monicamouse13Twitter: @monicacornetti
Hashtag: #gamification
Find friend(s) & ‘Take a Selfie’
Post and Tag
Facebook: Monica CornettiInstagram: @monicamouse13Twitter: @monicacornetti
Hashtag: #gamification
Saharan CrossingHow is the game played?
Dangers in the Desert
Don’t develop list of behaviors to drive and then fail to track and measure
Don't gamify a behavior that doesn't actually provide value to your players
Beware of Unintended Consequences
Build in Stop Points – • Cool Downs: After a specific action the
player must wait a certain period of time before pressing it again.
• Rate- Limiting: Limit a specific behavior by setting a daily maximum number of points for an activity
• Count-Limiting: Limit the total number of times a user is rewarded for performing a certain behavior… ever
Dangers in the Cold
Why would they want to play?
Daniel Pink - Drive
Dangers in the Cold
Siberian Express Why would they want to play?
Don’t make the metrics/rewards the main event.
Don’t alienate your players with a shallow, manipulative game; give them as much autonomy as you can.
Don’t focus on the extrinsic, rather tap into these 3 motivations in your core design.
Dangers in the Orient
What keeps them in the game?
Amy Jo Kim’s Social Action Matrix amyjokim.com
Forbidden LandWhat keeps them in the game?
Dangers in the Orient
Don’t forget: game mechanics are visible artifacts — NOT the experience itself
Without a well-designed and interesting experience, mechanics add clutter and confusion.
Dusting game mechanics on a process or product will NOT miraculously make that experience more exciting
What’s it like to play?Dangers Downunder
Since roll out in the USA in 2006, every behavior tracked through
the scorecard has improved.
Deltek Director of Global Travel Procurement Karoline Mayr named
2013 Travel Manager of the Year
Established "fun, free and easy" game meant to engage travelers and reduce travel costs. Entice travelers to be early adopters of Kona, Deltek's enterprise social network system Travelers took photos of United Airlines and Deltek logos and posted to Kona. Most creative photo earned the traveler free United tickets. Deltek tweaked Kona during development and exceeded market share goals set with United.
Dangers Downunder
Exotic ExpeditionWhat’s it like to play?
Remember: Gamification ≠ Technology – Although technology can greatly enhance your project – it is foremost about the players experience.
Don’t focus on the ‘bells, whistles, and glitter – but DO make it aesthetically pleasing for your players.
Don’t forget the FUN!
Where is your North?
Monica CornettiRated #1 Gamification Guru in the World
by UK-based Leaderboarded
Connect with Monica on Social MediaBlog Talk Radio: http://www.blogtalkradio.com/gamificationtalkradioYouTube Channel: https://www.youtube.com/user/GameOnSpeakerSlideshare: http://www.slideshare.net/monicacornettientreprenow
Twitter: www.twitter.com/monicacornetti
LinkedIn: www.linkedin.com/in/monicacornettiFacebook: www.facebook.com/monicacornetti.entreprenow