Driving ROI and Adoption in Exceptional Social Experiences with Gamification

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  • The first is Microsoft's Beta 1   In 2007, Bill Gates had a problem. The launch of Windows Vista was behind schedule and Microsoft employees were needed to test the beta. But testing a beta is hard...not only do you have install it and learn how to use it, but you are often dealing with bugs and it requires a level of commitment to give feedback, so employees didn't want to do it.
  • A few years later, Bill Gates had another problem…this time with Microsoft Office. The product drives billions of dollars in revenue for Microsoft, but is faced with increasing low cost competition.   It is actually a complex software suite, where many users are only using a small fraction of the functionality. In order to maintain share, it is critical that users are able to realize greater value from the software suite by being exposed to more functionality.
  • There is a common theme we hear at Bunchball around the deployment of Enterprise Software packages.   The buyers of these programs have typically have invested a lot of time and money implementing software and even developing content...but the end users...the employees...are not adopting the software
  • And this is a major problem...not just for the buyers, but for the vendors. In a recent study of CIOs, nearly 72% said that the #1 factor for realizing value from an enterprise software package was gaining user buy-in and ensuring effective usage. So not only did they need to think about initial adoption and training on the software, they also had to worry about how they would sustain engagement.   Software functionality was a distant second at about 16%.
  • The dilemma of the Community owner - they may have a lot of traffic and content on their site, but they struggle to separate the wheat from the chaff.
  • Anyone that has managed a sales team can relate to the dilemma of the sales manager who knows they should be getting more out of their people and struggles to find scalable ways to motivate them. SPIF programs are the norm, but the administration of them is often done in spreadsheets which makes them tedious to manage and can often result in these programs being ineffective, and worse, even de-motivating to sellers.

Transcript

  • 1. IBM Exceptional Web Experience Conference 2012 - Americas May 21 – 24, 2012 Austin, Texas #BUS-R07: Driving ROI and adoption in exceptional social experiences with Gamification Jonathan Distad – Lead Consultant – Perficient Rajat Paharia – Founder - Bunchball©2012 IBM Corporation
  • 2. Agenda  Introductions  What is Gamification?  Social and Gamification – the powder keg  Key Components of Gamification  Demo and Case Studies  Q+A© 2012 IBM Corporation 2 Exceptional Web Experience Conference 2012 - Americas
  • 3. The Problem  Enterprise software programs don’t generate any value unless people actually use them.  Businesses know how to evaluate and deploy these products, but they struggle to motivate employees to adopt and sustain usage of them.© 2012 IBM Corporation 3 Exceptional Web Experience Conference 2012 - Americas
  • 4. The Solution Use gamification to motivate users to engage with their experiences and drive business results.© 2012 IBM Corporation 4 Exceptional Web Experience Conference 2012 - Americas
  • 5. What is Gamification? Gamification, the application of characteristics from games into non-gaming environments, leverages the techniques game designers have used for years to motivate & engage employees. Things like goal setting, real-time feedback, transparency, competition, teams, etc.© 2012 IBM Corporation 5 Exceptional Web Experience Conference 2012 - Americas
  • 6. Social (and Gamification)© 2012 IBM Corporation 6 Exceptional Web Experience Conference 2012 - Americas
  • 7. Gamification Performance Achievement Social Interaction© 2012 IBM Corporation 7 Exceptional Web Experience Conference 2012 - Americas
  • 8. > Performance Real-time Feedback Transparency Goal-Setting© 2012 IBM Corporation 8 Exceptional Web Experience Conference 2012 - Americas
  • 9. > Achievement Badges Leveling Up On-boarding & Mastery© 2012 IBM Corporation 9 Exceptional Web Experience Conference 2012 - Americas
  • 10. > Social Interaction Competition Teams© 2012 IBM Corporation 10 Exceptional Web Experience Conference 2012 - Americas
  • 11. The Dilemma of Bill Gates (part 1) Windows Vista is behind … but testing Vista is hard, schedule and we need so people don’t want to employees to jump in and do it. help test it…© 2012 IBM Corporation 11 Exceptional Web Experience Conference 2012 - Americas
  • 12. Microsoft’s Beta 1 Game “People were talking smack in the halls and bragging about their status on the leaderboards. VPs would run into my office and yell, ‘Where’s my e? I earned it last night!’” resulted in 4x participation© 2012 IBM Corporation 12 12 Exceptional Web Experience Conference 2012 - Americas
  • 13. Beta 1 > Performance Real-time Feedback Transparency Goal-Setting > Achievement Badges Leveling Up On-boarding & Mastery > Social Interaction Competition Teams© 2012 IBM Corporation 13 Exceptional Web Experience Conference 2012 - Americas
  • 14. The Dilemma of Bill Gates (part 2) Office makes Microsoft How do I educate billions of dollars every year, customers about the but there are new power that Office low cost alternatives coming provides? to market.© 2012 IBM Corporation 14 Exceptional Web Experience Conference 2012 - Americas
  • 15. © 2012 IBM Corporation 15 15 Exceptional Web Experience Conference 2012 - Americas
  • 16. © 2012 IBM Corporation 16 16 Exceptional Web Experience Conference 2012 - Americas
  • 17. Ribbon Hero 2 > Performance Real-time Feedback Transparency Goal-Setting > Achievement Badges Leveling Up On-boarding & Mastery > Social Interaction Competition Teams© 2012 IBM Corporation 17 Exceptional Web Experience Conference 2012 - Americas
  • 18. The Dilemma of the Enterprise Software Buyer I’ve invested a lot of time and money …but employees aren’t implementing software adopting it or using it and developing enough. content…© 2012 IBM Corporation 18 Exceptional Web Experience Conference 2012 - Americas
  • 19. Effective User Adoption is the Best Predictor of Enterprise Software Success© 2012 IBM Corporation 19 Source: “Achieving Enterprise Software Success, 2009”, Neochange, SandHill & Technology Services Association Exceptional Web Experience Conference 2012 - Americas
  • 20. © 2012 IBM Corporation 20 Exceptional Web Experience Conference 2012 - Americas
  • 21. © 2012 IBM Corporation 21 Exceptional Web Experience Conference 2012 - Americas
  • 22. © 2012 IBM Corporation 22 Exceptional Web Experience Conference 2012 - Americas
  • 23. © 2012 IBM Corporation 23 Exceptional Web Experience Conference 2012 - Americas
  • 24. © 2012 IBM Corporation 24 Exceptional Web Experience Conference 2012 - Americas
  • 25. Path to Mastery: Upon Completion of Level Up, all Key Actions Have Been Performed by Users Level 4 Level 3 Level 2 Level 1© 2012 IBM Corporation 25 Exceptional Web Experience Conference 2012 - Americas
  • 26. Level Up for IBM Connections > Performance Real-time Feedback Transparency Goal-Setting > Achievement Badges Leveling Up On-boarding & Mastery > Social Interaction Competition Teams© 2012 IBM Corporation 26 Exceptional Web Experience Conference 2012 - Americas
  • 27. The Dilemma of the Community Owner I have an amazing …but how do I surface amount of traffic and the good people and content on my site… content?© 2012 IBM Corporation 27 Exceptional Web Experience Conference 2012 - Americas
  • 28. © 2012 IBM Corporation 28 Exceptional Web Experience Conference 2012 - Americas
  • 29. © 2012 IBM Corporation 29 Exceptional Web Experience Conference 2012 - Americas
  • 30. © 2012 IBM Corporation 30 Exceptional Web Experience Conference 2012 - Americas
  • 31. SAP Community Network > Performance Real-time Feedback Transparency Goal-Setting > Achievement Badges Leveling Up On-boarding & Mastery > Social Interaction Competition Teams© 2012 IBM Corporation 31 Exceptional Web Experience Conference 2012 - Americas
  • 32. The Dilemma of the Sales Manager …but how do I I know my employees sustainably motivate aren’t performing to them in a scalable their peak potential… way?© 2012 IBM Corporation 32 Exceptional Web Experience Conference 2012 - Americas
  • 33. © 2012 IBM Corporation 33 33 Exceptional Web Experience Conference 2012 - Americas
  • 34. © 2012 IBM Corporation 34 Exceptional Web Experience Conference 2012 - Americas
  • 35. © 2012 IBM Corporation 35 Exceptional Web Experience Conference 2012 - Americas
  • 36. © 2012 IBM Corporation 36 Exceptional Web Experience Conference 2012 - Americas
  • 37. © 2012 IBM Corporation 37 Exceptional Web Experience Conference 2012 - Americas
  • 38. © 2012 IBM Corporation 38 38 Exceptional Web Experience Conference 2012 - Americas
  • 39. © 2012 IBM Corporation 39 39 Exceptional Web Experience Conference 2012 - Americas
  • 40. © 2012 IBM Corporation 40 Exceptional Web Experience Conference 2012 - Americas
  • 41. © 2012 IBM Corporation 41 41 Exceptional Web Experience Conference 2012 - Americas
  • 42. Nitro for Salesforce > Performance Real-time Feedback Transparency Goal-Setting > Achievement Badges Leveling Up On-boarding & Mastery > Social Interaction Competition Teams© 2012 IBM Corporation 42 Exceptional Web Experience Conference 2012 - Americas
  • 43.  Questions?© 2012 IBM Corporation 43 Exceptional Web Experience Conference 2012 - Americas
  • 44. Light Reading© 2012 IBM Corporation 44 Exceptional Web Experience Conference 2012 - Americas
  • 45. Jonathan Distad Jonathan.Distad@perficient.com Rajat Paharia Rajat.Paharia@bunchball.com http://www.perficient.com http://www.bunchball.com http://www.gamification.com© 2012 IBM Corporation 45 Exceptional Web Experience Conference 2012 - Americas
  • 46. © IBM Corporation 2012. All Rights Reserved.The information contained in this publication is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this publication, it is provided AS IS without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this publication or any other materials. Nothing contained in this publication is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software.References in this presentation to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in this presentation may change at any time at IBM’s sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth or other results.IBM, the IBM logo, Lotus, Lotus Notes, Notes, Domino, Quickr, Sametime, WebSphere, UC2, PartnerWorld and Lotusphere are trademarks of International Business Machines Corporation in the United States, other countries, or both. Unyte is a trademark of WebDialogs, Inc., in the United States, other countries, or both.Adobe, the Adobe logo, PostScript, and the PostScript logo are either registered trademarks or trademarks of Adobe Systems Incorporated in the United States, and/or other countries.Java and all Java-based trademarks are trademarks of Sun Microsystems, Inc. in the United States, other countries, or both.Microsoft and Windows are trademarks of Microsoft Corporation in the United States, other countries, or both.Intel, Intel Centrino, Celeron, Intel Xeon, Intel SpeedStep, Itanium, and Pentium are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States and other countries.UNIX is a registered trademark of The Open Group in the United States and other countries.Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both. Other company, product, or service names may be trademarks or service marks of others. © 2012 IBM Corporation. 46 Exceptional Web Experience Conference 2012 - Americas
  • 47. IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion. Information regarding potential future products is intended to outline our general product direction and it should not be relied on in making a purchasing decision. The information mentioned regarding potential future products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. Information about potential future products may not be incorporated into any contract. The development, release, and timing of any future features or functionality described for our products remains at our sole discretion. .© 2012 IBM Corporation 47 Exceptional Web Experience Conference 2012 - Americas