Enterprise Gamification – Exploiting People by Letting Them Have Fun [PARC Forum]


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PARC Forum Presents: Using game mechanics and game design techniques in non-game contexts like business applications have shown significant increases in user engagement, and increased the ROI and other metrics. In this talk we will learn what business can learn from Angry Birds. We will shatter stereotypes about games, show what gamified applications you already use, give you some facts and figures on the impact of gamification on results, and highlight examples in the corporate world.

Mario Herger is a Senior Innovation Strategist at SAP Labs in Palo Alto, California and Global Head of the Gamification Initiative at SAP. He has worked in the past as developer, development manager, architect, product manager and other roles on a series of new SAP products. He has been driving communities for more than 15 years, including innovative topics at SAP, like Visual Composer, Business Process Experts, mobile and gamification.

In his work as head of the Gamification Initiative at SAP he has encountered and supported gamification efforts in the enterprise from multiple levels and departments, like Sustainability, On Demand, Mobile, HR, Training & Education, Banking etc. He has driven the awareness around gamification inside and outside SAP by organizing and leading innovation events around this topic, holding full day gamification workshops, working with gamification platform- & service-providers and game studios, consulting and advising organizations, and by incorporating gamification into SAP's strategy.

He has a Ph.D. in Chemical Engineering from the Vienna University of Technology and an undergraduate degree in International Business Management from the Vienna University of Economy.

He recently played through all levels of the iPad game Air Attack and currently works with his five year old son on reaching the final level of Angry Birds in Space.

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  • Angry Birds Space icons: Zee QueYHYQArt.com
  • This girl plays a videogame. You can see from this image that she is thoroughly enjoying the game, that she is working hard, that she is in the flow and that she experiences “fiero” (“personal triumph”).Imagine a user in your organization. What would the picture look like? Probably way different. Passive, disengaged, perhaps even frustrated or even angry.Our quest is: how can we make your users feel more like gamers? And turn them from users to fans?Image credit: Philip Toledano http://www.mrtoledano.com/Gamers/09
  • Image credit: Philip Toledano http://www.mrtoledano.com/Gamers/10
  • Image credit: Philip Toledano http://www.mrtoledano.com/Gamers/05
  • http://www.youtube.com/watch?v=OgCLMI3fgn0
  • Real soldiers serving in a real army to fight a real war, relax by serving in a virtual army to fight a virtual war. The reasons given are: they have control, they get immediate feedback, the difficulty level matches their skills, failure is possible, encouraged and necessary to learn.Sources: Reality is broken, Jane McGonigal, 2011Entertainment Software Association (ESA). (2011, June). Essential Facts About the Game Industry: 2010 Sales, Demographic and Usage Data. Available from http://www.theesa.com/facts/gameplayer.asp
  • Source: http://enterprise-gamification.com/index.php/en/blog/4-blog/64-game-is-not-work-is-game
  • Brian Sutton-Smith: play theorist, http://en.wikipedia.org/wiki/Brian_Sutton-SmithRaphKoster: game-designer, http://www.raphkoster.com/Jane McGonigal: game-designer, best-selling author, http://janemcgonigal.com/What’s the goal of golf? To put a ball in a hole. If this is the goal, why are we adding rules that make it more difficult and add obstacles? Obstacles like you can only do that with a “stick”, and through sand boxes and hilly areas? And why is this suddenly fun?
  • Source: Wikipedia http://en.wikipedia.org/wiki/Gamification
  • Reality: Worst Game Ever
  • https://www.zombiesrungame.com/
  • Source : http://vimeo.com/29416289
  • Source: Gartner
  • Sources: M2 Research Fall 2011: http://www.m2research.com/ Gartner Press Release May 2011: http://www.gartner.com/it/page.jsp?id=1629214Gamification Market Size (Source M2 Research - http://www.m2research.com/)2011 - $100m 2012 - $196m2013 – $434m2014 - $860m2015 - $1.6b2016 - $2.8bGartner Enterprise Architecture Summit, April 12, 2011 (http://www.gartner.com/it/page.jsp?id=1629214)Josh Greenbaum, Feburary 2011 - SAP Plays Games with the Analysts, and the Gamification of the Enterprise Begins)38% ($92Mio) in 2012 will be enterprise gamification market sharehttp://gamingbusinessreview.com/gamification/business-gamification/advice-business-gamification/gamification-in-2012-report-free-download
  • http://enterprise-gamification.com/index.php/en/blog/2-news/39-common-criticism-of-gamification-and-how-to-respond-to-itExploitationware, Pointsification, Badgification
  • Source: Arthur Schopenhauer
  • http://fold.ithttp://enterprise-gamification.com/index.php/en/facts
  • http://www.thefuntheory.com/bottle-bank-arcade-machinehttp://enterprise-gamification.com/index.php/en/facts
  • https://seogadget.co.uk/5-new-examples-of-gamification/http://enterprise-gamification.com/index.php/en/facts
  • https://seogadget.co.uk/5-new-examples-of-gamification/ http://enterprise-gamification.com/index.php/en/factsMuse is a management platform for restaurant managers to optimise the management, scheduling and sales performance of their staff using clever point of sale integration and leaderboards. Higher performing restaurant staff “win” the opportunity to work more shifts.According to Objective Logistics, their beta has resulted in a 1.8% increase in sales and an 11% increase in gratuities for their test candidates, Not Your Average Joe’s:“In restaurants, the top 10% of employees add $8.54 to every check. The bottom 10% actually subtract $7.21. In many cases it’s even more extreme. MUSE creates a competitive environment, and in doing so shifts the bottom to the middle, the middle to the top and the top through the glass ceiling – we conservatively predict a 2-4% increase in sales at the outset.”
  • http://www.thefuntheory.com/piano-staircase http://enterprise-gamification.com/index.php/en/facts
  • http://ideas.salescontestbuilder.com/blog/bid/106402/Sales-Contests-Gamification-Quick-Blip-or-Lasting-Impacthttp://enterprise-gamification.com/index.php/en/factsePrizeA group of salespeople who were rarely logging Events. Across the group, they would log about 10/week which is nowhere near what was actually happening or expected. The team felt comfortable in their old ways and weren't behind the change. So we ran a very simple one week sales competition where every Event logged would get a point. Whoever got the most points that week would get $100 gift certificate to a local restaurant for a nice dinner. A contest leaderboard and status updates would be shared daily to keep the team aware of where they stood.For the 4 weeks prior to the contest, Events logged/week were consistently around 50. During the week of the contest, it shot up to 85. For the 4 weeks after the contest was over, Events logged/week held steady around 60 – a 10% increase from the pre-contest results.
  • http://online.wsj.com/article/SB10001424052970204294504576615371783795248.htmlhttp://enterprise-gamification.com/index.php/en/factsLiveOps Inc., which runs virtual call centers, uses gaming to help improve the performance of its 20,000 call agents—independent contractors located all over the U.S. Starting last year, the company began awarding agents with virtual badges and points for tasks such as keeping calls brief and closing sales. Leaderboards allow the agents to compare their achievements to others.Since the gamification system was implemented, some agents have reduced call time by 15%, and sales have improved by between 8% and 12% among certain sales agents, says Sanjay Mathur, vice president of product management at LiveOps, Santa Clara, Calif.
  • Source:http://www.youtube.com/watch?v=AmyBp8e76eY
  • How does it feel to be in the flow?Completely involved in what we are doing – focused, concentratedA sense of ecstasy – of being outside of everyday realityGreat inner clarity – knowing what needs to be done, and how well we are doingKnowing that the activity is doable – that our skills are adequate to the taskA sense of serenity – no worries about oneself, and a feeling of growing beyond the boundaries of the egoTimelessness – thoroughly focused on the present, hours seem to pass by in minutesIntrinsic motivation – whatever produces flow becomes its own reward
  • Badges (Foursquare)Leader board (SAP Community Network)Virtual Currency (Facebook Credit)Comments, ratings, followers (derStandard.at)
  • Source: Amy Jo Kim http://amyjokim.com/
  • Source: Bartle Test: http://en.wikipedia.org/wiki/Bartle_TestTest yourself:http://www.gamerdna.com/quizzes/bartle-test-of-gamer-psychologyBartle’s humorous take on his player types at the Gsummit 2012http://www.youtube.com/watch?v=raj2SBU3PW4Comic credits:Killer: L’effaceur Tome 1Achiever: BenoîtBrisefer – Holdup surPeliculeSocializer: AsterixExplorer: Tintin & Milou – On a marchésur la lune
  • http://en.wikipedia.org/wiki/MotivationStarting from studies involving more than 6,000 people, Professor Steven Reiss has proposed a theory that found 16 basic desires that guide nearly all human behavior.[11][12] The 16 basic desires that motivate our actions and define our personalities as:Acceptance, the need for approvalCuriosity, the need to learnEating, the need for foodFamily, the need to raise childrenHonor, the need to be loyal to the traditional values of one's clan/ethnic groupIdealism, the need for social justiceIndependence, the need for individualityOrder, the need for organized, stable, predictable environmentsPhysical activity, the need for exercisePower, the need for influence of willRomance, the need for sexSaving, the need to collectSocial contact, the need for friends (peer relationships)Social status, the need for social standing/importanceTranquility, the need to be safeVengeance, the need to strike back/to winIn this model, people differ in these basic desires. These basic desires represent intrinsic desires that directly motivate a person's behavior, and not aimed at indirectly satisfying other desires. People may also be motivated by non-basic desires, but in this case this does not relate to deep motivation, or only as a means to achieve other basic desires.
  • Recognizing Patterns – Anything from visual patterns, motion patterns, strategic patterns or mathematical patterns.Collecting – Collections communicate status, suggest organisation, lead to rewards, represent wealth and are mementos.Finding Random Treasures – Like winning a jackpot or slot machine, finding shells at the beach or opening Cracker Jacks to find a surprise.Achieving a Sense of Completion – Giving players a constant sense of finishing something like progress bars, to-do lists, achievements and levels.Gaining Recognition for Achievements – Achievement systems provide a sense of accomplishment and a chance to be recognised.Creating Order out of Chaos – Sorting, lining things up and classifying give players a sense of control over their environment.Customizing Virtual Worlds – People enjoy leaving their mark and place great value on things they’ve made.Gathering Knowledge – Studying and being taught are not fun, but learning is fun because we are naturally curious.Organizing Groups of People – Organizing groups of people to achieve shared goals is a source of enjoyment.Noting Insider References – Discovering “Easter Eggs” gives player a sense of being a part of the “in crowd.”Being the Centre of Attention – Satisfy the human need for attention by putting the player at the centre of the universe.Experiencing Beauty and Culture – Games feature artwork, music and designs that appeal to the human senses.Romance – Games can provide opportunities for flirting, wooing and building relationships with the opposite sex.Exchanging Gifts – Players enjoy giving gifts to their friends and the act of giving triggers reciprocity.Being a Hero – Playing as the hero appeals to the human desire for power.Being a Villain – It’s about the fantasy of having power without consequences.Being a Wise Old Man – This is typically a high status role that may also touch on the motivator of family.Being a Rebel – The opportunity to flaunt society’s rules while remaining basically good.Being the Magician, a keeper of secret knowledge – People enjoy the thought of knowing something that nobody else knows.Being the Ruler – The chance to be a person with considerable power over other people.Pretending to Live in a Magical Place – Players enjoy imaging being in worlds different than their own.Listening to a Story – Stories appeal to our curiosity about people, places and things.Telling Stories – Games provide an opportunity for players to construct and tell their own unique stories.Predicting the Future – Predicting the future makes people feel smart, in-control and influential.Competition – People enjoy the sense of power that comes from winning.Psychoanalyzing – Predicting, guessing or understanding the motivations of others can be a source of fun.Mystery – Striking a balance between revealing a little while holding back the rest can create a fun experience.Mastering a Skill – Increasing one’s mastery without becoming frustrated gives people a sense of flow.Exacting Justice and Revenge – Justice and revenge provide a sense of idealism and tranquility when wrongs are righted.Nurturing – Growing things stems from your motivations for family, saving and power.Excitement – Suspense, horror, competitive action and anticipation help create an addictive, exciting experience.Triumph over Conflict – Resolving conflict provides the player with a sense of victory.Relaxing – Games can create a mental vacation which can lead to tranquility.Experiencing the Freakish or Bizarre – People crave new and unique experiences that are different from their everyday lives.Being Silly – Players enjoy an escape from the serious and mundane.Laughing – People love to laugh, especially with their friends.Being Scared – People enjoy the sensation of danger without the actual danger.Strengthening a Family Relationship – Players enjoy feeling companionship with members of their family.Improving One’s Health – People dislike exercise, but love to feel fit.Imagining a Connection with the Past – Nostalgia is a powerful emotional trigger for good and bad emotions.Exploring a World – Understanding your environment gives you a sense of power and control.Improving Society – Players can satisfy their need to leave the world a better place than when they came into it.Enlightenment – Games provide a way for players to explore decisions and their consequences, leading to greater knowledge.
  • http://www.waze.com
  • http://www.codecadamy.com
  • The player then is taken to the company profile where they are presented with basic company information.This information will help the player make better informed decisions on the customer conversation.
  • http://www.spigit.com
  • A gamification or reputation platform keeps track of all users’ achievements and makes them transparent.
  • http://enterprise-gamification.com/index.php/en/resources/platforms
  • http://enterprise-gamification.com/index.php/en/component/content/article/7-office/101-booksGamification by Design: Implementing Game Mechanics in Web and Mobile AppsThe Gamification of Learning and Instruction: Game-based Methods and Strategies for Training and EducationGame On: Energize Your Business with Social Media GamesThe Art of Game Design: A Book of LensesThe Art of Game Design: A Deck of LensesPlayful DesignTotal Engagement: Using Games and Virtual Worlds to Change the Way People Work and Businesses CompeteReality Is Broken: Why Games Make Us Better and How They Can Change the WorldSocial Game Design: Monetization Methods and MechanicsGamestorming: A Playbook for Innovators, Rulebreakers, and ChangemakersNavigating Social Media Legal Risks: Safeguarding Your Business (Que Biz-Tech)Drive: The Surprising Truth About What Motivates UsGame Mechanics - Advanced game DesignThe Power of Habit: Why We Do What We Do in Life and Business
  • http://www.amazon.com/gp/product/1118466934/ref=as_li_qf_sp_asin_il_tl?ie=UTF8&camp=1789&creative=9325&creativeASIN=1118466934&linkCode=as2&tag=enterprisegam-20http://www.amazon.com/gp/product/1455515159/ref=as_li_qf_sp_asin_tl?ie=UTF8&camp=1789&creative=9325&creativeASIN=1455515159&linkCode=as2&tag=enterprisegam-20http://www.amazon.com/gp/product/0071813373/ref=as_li_qf_sp_asin_il?ie=UTF8&camp=1789&creative=9325&creativeASIN=0071813373&linkCode=as2&tag=enterprisegam-20http://www.amazon.com/gp/product/0071808310/ref=as_li_qf_sp_asin_il?ie=UTF8&tag=enterprisegam-20&linkCode=as2&camp=1789&creative=9325&creativeASIN=0071808310http://www.amazon.com/gp/product/B009NFNVUE/ref=as_li_qf_sp_asin_il_tl?ie=UTF8&camp=1789&creative=9325&creativeASIN=B009NFNVUE&linkCode=as2&tag=enterprisegam-20http://www.amazon.com/gp/product/B004W3FM4A/ref=as_li_qf_sp_asin_tl?ie=UTF8&camp=1789&creative=9325&creativeASIN=B004W3FM4A&linkCode=as2&tag=enterprisegam-20http://www.amazon.com/gp/product/1449319564/ref=as_li_qf_sp_asin_tl?ie=UTF8&camp=1789&creative=9325&creativeASIN=1449319564&linkCode=as2&tag=enterprisegam-20http://www.amazon.com/gp/product/0061353248/ref=as_li_qf_sp_asin_il_tl?ie=UTF8&camp=1789&creative=9325&creativeASIN=0061353248&linkCode=as2&tag=enterprisegam-20
  • http://enterprise-gamification.com/index.php/en/about
  • Enterprise Gamification – Exploiting People by Letting Them Have Fun [PARC Forum]

    1. 1. Enterprise GamificationExploiting users by letting them have funMario Herger – 2013 SAP Labs LLCwww.enterprise-gamification.com | www.gamificationcommunity.com | @mherger
    2. 2. © 2012 Mario Herger. All rights reserved. 2www.enterprise-gamification.com | www.gamificationcommunity.com
    3. 3. © 2012 Mario Herger. All rights reserved. 3www.enterprise-gamification.com | www.gamificationcommunity.com
    4. 4. © 2012 Mario Herger. All rights reserved. 4www.enterprise-gamification.com | www.gamificationcommunity.com
    5. 5. © 2012 Mario Herger. All rights reserved. 5www.enterprise-gamification.com | www.gamificationcommunity.com
    6. 6. © 2012 Mario Herger. All rights reserved. 6www.enterprise-gamification.com | www.gamificationcommunity.comPhunny Phacts Average age of gamers in years: 37 % of gamers older than Fifty: 25 % of youth playing computer & video games: 97 % of female gamers: 42 Social vs. Competitive Games: >3:1 Avg. of hours/week played in World of Warcraft (WoW): 22 # of articles in WoWWiki: ˜250,000 Rank of WoWWiki compared to all Wikis: 2nd Rank of Wikipedia: 1st Most popular games played by US soldiers in Iraq &Afghanistan when off-duty: Halo, Call of Duty
    7. 7. © 2012 Mario Herger. All rights reserved. 7www.enterprise-gamification.com | www.gamificationcommunity.comGame WorkTasks repetitive, but fun repetitive and dullFeedback constantly once a yearGoals clear contradictory, vaguePath to Mastery clear unclearRules clear, transparent unclear, in-transparentInformation right amount at the righttimetoo much and not enoughFailure expected, encouraged,spectacular, brag about itforbidden, punished, don’ttalk about itStatus of Users transparent, timely hiddenPromotion meritocracy kiss-up-o-cracyCollaboration yes yesSpeed/Risk high lowAutonomy high mid to lowNarrative yes only if you are luckyObstacles on purpose accidentalThe Grass is Greener…
    8. 8. © 2012 Mario Herger. All rights reserved. 8www.enterprise-gamification.com | www.gamificationcommunity.comQuotes“The opposite of play isnt work, it’s depression.”Brian Sutton-Smith“Fun is just another word for learning.”Raph Koster“Games are giving us unnecessary obstaclesthat we volunteer to tackle.”Jane McGonigal
    9. 9. © 2012 Mario Herger. All rights reserved. 9www.enterprise-gamification.com | www.gamificationcommunity.comWhat’s Gamification?Gamification is the use ofgame design techniques & mechanicsto solve problems and engage audiences.Gamification strives to encourage usersto engage in desired behaviorsin connection with non-game applications.Source: Wikipedia http://en.wikipedia.org/wiki/Gamification
    10. 10. © 2012 Mario Herger. All rights reserved. 10www.enterprise-gamification.com | www.gamificationcommunity.comGamification MatrixPlay Game Serious Simulation GamificationSpontaneous ✔ ✖ ✖ ✖ ✖Rules ✖ ✔ ✔ ✔ ✔Goals ✖ ✔ ✔ ✔ ✔Structured ✖ ✔ ✔ ✔ ✔Real WorldOutcome✖ ✖ ✖ ✖ ✔In-System(writ-large)✖ ✖ ✖ ✖/✔ ✔
    11. 11. © 2012 Mario Herger. All rights reserved. 11www.enterprise-gamification.com | www.gamificationcommunity.com
    12. 12. © 2012 Mario Herger. All rights reserved. 12www.enterprise-gamification.com | www.gamificationcommunity.comGamified apps that you (may) have playedFrequent Flyer Programs
    13. 13. © 2012 Mario Herger. All rights reserved. 13www.enterprise-gamification.com | www.gamificationcommunity.comGamified apps that you (may) have playedIntuit - TurboTax
    14. 14. © 2012 Mario Herger. All rights reserved. 14www.enterprise-gamification.com | www.gamificationcommunity.comGamified apps that you (may) have playedLinkedIn XING
    15. 15. © 2012 Mario Herger. All rights reserved. 15www.enterprise-gamification.com | www.gamificationcommunity.comGamified apps that you (may) have playedEVs & Hybrids – Prius, Nissan Leaf, Chevy Volt, Fiat, Ford
    16. 16. © 2012 Mario Herger. All rights reserved. 16www.enterprise-gamification.com | www.gamificationcommunity.comGamified apps that you (may) have playedAmazon
    17. 17. © 2012 Mario Herger. All rights reserved. 17www.enterprise-gamification.com | www.gamificationcommunity.comGamified apps that you (may) have playedNike+
    18. 18. © 2012 Mario Herger. All rights reserved. 18www.enterprise-gamification.com | www.gamificationcommunity.comGamification – Zombies Run!
    19. 19. © 2012 Mario Herger. All rights reserved. 19www.enterprise-gamification.com | www.gamificationcommunity.comContrex [Video]
    20. 20. © 2012 Mario Herger. All rights reserved. 20www.enterprise-gamification.com | www.gamificationcommunity.comThe Gartner Hype Cycle
    21. 21. © 2012 Mario Herger. All rights reserved. 21www.enterprise-gamification.com | www.gamificationcommunity.com$0$500$1,000$1,500$2,000$2,500$3,0002011 2012 2013 2014 2015 2016MillionsEnterprise Gamification Market“If a company like SAP can not just reach these users, but engage them in agamified experience that is compelling and fun, SAP can potentially make userssomething more than just users: they can be participants in a communityenvironment where that old coercive model of engagement is a thing of the past.”M2 Researchwill have at leastone gamifiedapplication by201470 %Global 2000will gamifyinnovationprocesses by201550 %InnovatorsA little fun can go a long way, especially in the enterprise.Joshua Greenbaum, February, 2011”SAP Plays Games with the Analysts, and the Gamification of the Enterprise Begins” GartnerGamification Software Market: $2.8B by 2016Enterprise Gamification Software Market: 38% in 2012 = $92Miowill use gamificationas primary vehicleto transformbusiness operationsby 2015Global 100040 %
    22. 22. © 2012 Mario Herger. All rights reserved. 22www.enterprise-gamification.com | www.gamificationcommunity.comCommon Reactions to Gamification“I don’t need to waste my time on fun stuff,I have to do serious work.”German colleague“Do we make now a shooting game out of invoicing?”Skeptic colleague“This is just exploiting employees.Nobody is gonna do that just for points.”Skeptic German colleague“FarmVille: I don’t play that, who’s playing that anyways?”http://enterprise-gamification.com/index.php/en/blog/2-news/39-common-criticism-of-gamification-and-how-to-respond-to-it
    23. 23. © 2012 Mario Herger. All rights reserved. 23www.enterprise-gamification.com | www.gamificationcommunity.comThe Schopenhauer Truth Hype CycleEvery truth passes through 3 stages before it is recognized:1. In the first it is ridiculed.2. In the second it is opposed.3. In the third it is regarded as self-evident.
    24. 24. © 2012 Mario Herger. All rights reserved. 24www.enterprise-gamification.com | www.gamificationcommunity.comGamification Facts & Figures 1 of 7FoldIt -> 46,000 players solved problem in 10 days(scientists had failed 15 years to solve it)Sources: http://fold.ithttp://enterprise-gamification.com/index.php/en/facts
    25. 25. © 2012 Mario Herger. All rights reserved. 25www.enterprise-gamification.com | www.gamificationcommunity.comGamification Facts & Figures 2 of 7Bottle Bank Arcade -> 50x more usage than nearby bottle returnSources: http://www.thefuntheory.com/bottle-bank-arcade-machinehttp://enterprise-gamification.com/index.php/en/facts
    26. 26. © 2012 Mario Herger. All rights reserved. 26www.enterprise-gamification.com | www.gamificationcommunity.comGamification Facts & Figures 3 of 7Chevrolet Volt -> 53% reduction in speeding carsSources: https://seogadget.co.uk/5-new-examples-of-gamification/http://enterprise-gamification.com/index.php/en/facts
    27. 27. © 2012 Mario Herger. All rights reserved. 27www.enterprise-gamification.com | www.gamificationcommunity.comGamification Facts & Figures 4 of 7Restaurant -> 3.1% sales increase, 12% increase in gratuitiesSources: https://seogadget.co.uk/5-new-examples-of-gamification/http://enterprise-gamification.com/index.php/en/facts
    28. 28. © 2012 Mario Herger. All rights reserved. 28www.enterprise-gamification.com | www.gamificationcommunity.comGamification Facts & Figures 5 of 7Piano Staircase -> 66% more people used staircaseSources: http://www.thefuntheory.com/piano-staircasehttp://enterprise-gamification.com/index.php/en/facts
    29. 29. © 2012 Mario Herger. All rights reserved. 29www.enterprise-gamification.com | www.gamificationcommunity.comGamification Facts & Figures 6 of 7Sales Events -> Event reporting up from 50 to 85 per week; after game up >10%Sources: http://ideas.salescontestbuilder.com/http://enterprise-gamification.com/index.php/en/facts
    30. 30. © 2012 Mario Herger. All rights reserved. 30www.enterprise-gamification.com | www.gamificationcommunity.comGamification Facts & Figures 7 of 7Call Center -> 15% call time reduced, 8-12% increased salesSources: http://online.wsj.com/article/SB10001424052970204294504576615371783795248.htmlhttp://enterprise-gamification.com/index.php/en/facts
    31. 31. © 2012 Mario Herger. All rights reserved. 31www.enterprise-gamification.com | www.gamificationcommunity.comToilet Seat [Video]
    32. 32. © 2012 Mario Herger. All rights reserved. 32www.enterprise-gamification.com | www.gamificationcommunity.comFlow – “keeping the balance”Mihaly Csikszentmihalyi: Flow: The Psychology of Optimal Experience, 1991Beyond Boredom and Anxiety: Experiencing Flow in Work and Play, 1975
    33. 33. © 2012 Mario Herger. All rights reserved. 33www.enterprise-gamification.com | www.gamificationcommunity.comGame Mechanics - ExamplesSCVNGR: http://techcrunch.com/2010/08/25/scvngr-game-mechanics/Gamification.org: http://gamification.org/wiki/Game_Mechanics
    34. 34. © 2012 Mario Herger. All rights reserved. 34www.enterprise-gamification.com | www.gamificationcommunity.comGame Mechanics (full & barely legible list)SCVNGR: http://techcrunch.com/2010/08/25/scvngr-game-mechanics/1. Achievement2. Appointment Dynamic3. Avoidance4. Behavioral Contrast5. Behavioral Momentum6. Blissful Productivity7. Cascading Information Theory8. Chain Schedules9. Communal Discovery10. Companion Gaming11. Contingency12. Countdown13. Cross Situational Leaderboards14. Disincentives15. Endless Games16. Envy17. Epic Meaning18. Extinction19. Fixed Interval Rewards Schedules20. Fixed Ratio Rewards Schedule21. Free Lunch22. Fun Once, Fun Always23. Interval Reward Schedules24. Lottery25. Loyalty26. Meta Game27. Micro Leader-board28. Modifiers29. Moral Hazard of Game Play30. Ownership31. Pride32. Privacy33. Progression Dynamic34. Ratio Reward Schedules35. Real-time v. Delayed Mechanics36. Reinforcer37. Response38. Reward Schedules39. Rolling Physical Goods40. Shell Game41. Social Fabric of Games42. Status43. Urgent Optimism44. Variable Interval Reward Sched.45. Variable Ratio Reward Schedule46. Viral Game Mechanics47. Virtual Items
    35. 35. © 2012 Mario Herger. All rights reserved. 35www.enterprise-gamification.com | www.gamificationcommunity.comSkill LevelRookieLevelofExpertiseRegularMasterOnboardingHabit-buildingMasteryTeachingChallenge CreationSource: Amy Jo Kim - http://amyjokim.com/
    36. 36. © 2012 Mario Herger. All rights reserved. 36www.enterprise-gamification.com | www.gamificationcommunity.comBartle’s Player TypesAchieverSocializerKillerExplorer<1%~80% ~10%~10%Selftest: http://www.gamerdna.com/quizzes/bartle-test-of-gamer-psychologyActingWorldPlayersInteracting
    37. 37. © 2012 Mario Herger. All rights reserved. 37www.enterprise-gamification.com | www.gamificationcommunity.comMotivationIntrinsicExtrinsiccomes from theoutside of anindividualdriven by an interestexists within anindividualBelongingnessAutonomyPowerMasteryMeaningLearningSelf-KnowledgeSexLoveFun…PointsLevelBadgesQuestsLeader-boardsPrizesMoneyGold starsProgress barsSmileys…
    38. 38. © 2012 Mario Herger. All rights reserved. 38www.enterprise-gamification.com | www.gamificationcommunity.comFun MotivatorsSource: Jon Radoff – Game On1. Recognizing Patterns2. Collecting3. Finding Random Treasures4. Achieving a Sense ofCompletion5. Gaining Recognition forAchievements6. Creating Order out of Chaos7. Customizing Virtual Worlds8. Gathering Knowledge9. Organizing Groups ofPeople10. Noting Insider References11. Being the Centre ofAttention12. Experiencing Beauty andCulture13. Romance14. Exchanging Gifts15. Being a Hero16. Being a Villain17. Being a Wise Old Man18. Being a Rebel19. Being the Magician, a keeperof secret knowledge20. Being the Ruler21. Pretending to Live in aMagical Place22. Listening to a Story23. Telling Stories24. Predicting the Future25. Competition26. Psychoanalyzing27. Mystery28. Mastering a Skill29. Exacting Justice andRevenge30. Nurturing31. Excitement32. Triumph over Conflict33. Relaxing34. Experiencing the Freakishor Bizarre35. Being Silly36. Laughing37. Being Scared38. Strengthening a FamilyRelationship39. Improving One’s Health40. Imagining a Connectionwith the Past41. Exploring a World42. Improving Society43. Enlightenment
    39. 39. © 2012 Mario Herger. All rights reserved. 39www.enterprise-gamification.com | www.gamificationcommunity.comGamification @ others – Siemens PlantVille
    40. 40. © 2012 Mario Herger. All rights reserved. 40www.enterprise-gamification.com | www.gamificationcommunity.comGamification – Waze
    41. 41. © 2012 Mario Herger. All rights reserved. 41www.enterprise-gamification.com | www.gamificationcommunity.comGamification @ SAP – SAP Community Networks
    42. 42. © 2012 Mario Herger. All rights reserved. 42www.enterprise-gamification.com | www.gamificationcommunity.comGamification – Codecadamy
    43. 43. © 2012 Mario Herger. All rights reserved. 43www.enterprise-gamification.com | www.gamificationcommunity.com
    44. 44. © 2012 Mario Herger. All rights reserved. 44www.enterprise-gamification.com | www.gamificationcommunity.comInnovation Market
    45. 45. © 2012 Mario Herger. All rights reserved. 45www.enterprise-gamification.com | www.gamificationcommunity.comGamification – Shanghai Border Control
    46. 46. © 2012 Mario Herger. All rights reserved. 46www.enterprise-gamification.com | www.gamificationcommunity.comGamification @ SAP – Vampire Hunter
    47. 47. © 2012 Mario Herger. All rights reserved. 47www.enterprise-gamification.com | www.gamificationcommunity.comThe disruptive business platform
    48. 48. © 2012 Mario Herger. All rights reserved. 48www.enterprise-gamification.com | www.gamificationcommunity.comThe Holistic StrategyAchievementsCommunication tools & channelsABAP WorkbenchDevStudioDeveloper toolsLeave RequestBusiness ApplicationsTravel ExpenseSystemCall Center…ProcessesOffice tools
    49. 49. © 2012 Mario Herger. All rights reserved. 49www.enterprise-gamification.com | www.gamificationcommunity.comGamification PlatformsUniversalistsFull list: http://enterprise-gamification.com/index.php/en/resources/platformsSocialSustainabilityLoyaltySupport & QAHCMCRM
    50. 50. © 2012 Mario Herger. All rights reserved. 50www.enterprise-gamification.com | www.gamificationcommunity.comLeveling up – THE BookEnterprise GamificationExploiting people by letting them have fun.The Guide to Happy Birds withGamification.By Mario HergerAvailable June 2013 on Amazon.com 550 pages >200 gamification examples across allindustries and functional areas 60+ gamification platforms and technologiespresented 200 pages how to gamify Everything you need to know to applygamification in the enterprise
    51. 51. © 2012 Mario Herger. All rights reserved. 51www.enterprise-gamification.com | www.gamificationcommunity.comLeveling up – THE Other BookGamification at WorkDesigning Engaging BusinessSoftwareBy Janaki Kumar & Mario HergerAvailable May 2013 130 pages
    52. 52. © 2012 Mario Herger. All rights reserved. 52www.enterprise-gamification.com | www.gamificationcommunity.comLeveling up – BooksSource: http://enterprise-gamification.com/index.php/en/component/content/article/7-office/101-books
    53. 53. © 2012 Mario Herger. All rights reserved. 53www.enterprise-gamification.com | www.gamificationcommunity.comLeveling up – More BooksSource: http://enterprise-gamification.com/index.php/en/component/content/article/7-office/101-books
    54. 54. © 2012 Mario Herger. All rights reserved. 54www.enterprise-gamification.com | www.gamificationcommunity.comLeveling up – Gamification Workshops Online Enterprise Gamification (English) – 3,5 hrs, 20 lectureshttp://www.udemy.com/enterprise-gamification Enterprise Gamification (Deutsch) – 3,5 hrs, 20 lectureshttp://www.udemy.com/enterprise-gamification-deutsch Gamification - Basic Course (English)https://www.coursera.org/course/gamification Classroom Enterprise Gamification (Full Day)http://enterprise-gamification.com/index.php/en/workshops
    55. 55. © 2012 Mario Herger. All rights reserved. 55www.enterprise-gamification.com | www.gamificationcommunity.comEnterprise Gamification Consulting – THE Global TeamMarioHergerYu-kai ChouRomanRackwitzMarigoRaftopoulos
    56. 56. © 2012 Mario Herger. All rights reserved. 56www.enterprise-gamification.com | www.gamificationcommunity.comLeveling up – Your Attitude Explore one new gamified app every week Don’t just superficially skim over it Force yourself to use it over a longer and regular period – e.g. I needed an epiphanyafter weeks of usage to finally get facebook and Pinterest Look at apps that friends/newspapers/websites talk about If you don’t yet know them, try Instagram, Pinterest, Zombie Run, … Play games Find a reason to play games Play with friends Analyze why you like/dislike the game, what makes it addictive… Analyze game mechanics, fun motivators, reward balance, etc. Approach boring situations with a playful attitude Give positive feedback 3x a day Have fun!
    57. 57. Mario HergerEmail: mario.herger@gmail.comTwitter: @mhergerWeb: www.enterprise-gamification.comCommunity: www.gamificationcommunity.comWorkshops: http://enterprise-gamification.com/index.php/en/workshopsGame On!