The document discusses gamifying IBM Case Manager to motivate case workers. It proposes using gamification techniques like rewarding workers based on task complexity, implementing missions for workers to complete, and displaying a leaderboard to promote competition. The gamification system would be built using the IBM Bluemix Gamification Service, with widgets added to Case Manager for points awarding, mission lists and leaderboards. The service allows defining game elements like players, variables, deeds and missions, while the widgets integrate these elements into the Case Manager user interface.

1. The Theory Part:
Gamification Overview

2. Why gamify IBM Case Manager?
• Working in IBM Case Manager is largely about completing
tasks.
• The business relies on case workers
• Managers want case workers to be effective
§ Measuring task performance is difficult
§ Performance usually invisible to case workers
• Ideal would be for the software to automatically align the
priorities of management and case workers
• Gamification is the art of designing a user experience that
rewards workers in proportion to their effort
2

3. Why use IBM Bluemix?
• No backend development is required. The complete game
system can be created via point and click
• Talking to Bluemix from a Navigator plugin is a breeze
§ Even more so when you start with the sample widget code I’ll
provide at the end of this session
3

4. Choose Your Work:
4

5. Choose Your Work:
5

6. Choose Your Work:
6

7. Choose Your Work:
7

8. Choose Your Work:
8
Get Next

9. Choose Again:
9

10. Choose Again:
10

11. Choose Again:
It’s a major award.
11

12. Case Workers will game your solution
• Workers will always choose the least effort that produces the
largest reward. This is wired into us.
• This leads to ‘cherry picking’ items from in-baskets, possibly
defeating assigned priority
• Case Manager 5.2 gave us a trivial solution:
12
Get Next

13. Gamification Design in Case Manager context
• Much has been written about gamification theory. Go read it
sometime.
• IBM’s Raymund Lin does give us a succinct way of considering
our user experience design:
§ Motivational Design
§ Mechanism Design
• Server Side
• Client Side
• We’ll concentrate on three widgets:
§ Points Awarder
§ Mission List
§ Leaderboard
§ And one service: a proxy connector
13

14. The Theory Part:
Motivational Design

15. Motivational Design – Gaming is Social
• A Game is a place where people meet and compete
• It’s not much fun to play a game by yourself
• A big part of Reward is winning against other players
• More successful games offer multiple ways to score: award
points, missions, achievements.
• Even though different case workers may be working on
different tasks, we’ll give everyone the same missions so that
they’re more directly competing with each other.
• Mechanism bit: Bluemix Gamification Service allows us to
define Missions to spur competition
15

16. Motivational Design – Social Proof
• Social Proof is presenting me evidence of other people’s
behavior
• In a game context, that means showing me where I stand
versus other players
• Mechanism bit: Bluemix Gamification Service provides a
Leaderboard API, and we’ll use that in Case Manager to create
a Leaderboard widget
16

17. Motivational Design – Leaderboards
• In a crowd, people observe other people’s behavior and
conform. Nobody wants to be a visible outlier
• When behavior can’t be directly observed, like work task
completion on a computer screen, a leaderboard can prove to
workers where their effort falls within the group
• We’ll craft our leaderboard to subtly call out the bottom fifth of
the group. Because if I’m in the bottom 20% of a group of task
workers and you prove that to me, I’ll improve.
• Only highlight the bottom 20%, not the top. See point #1.
17

18. Motivational Design – Rewards
• Rewards must be something of value to your case workers
• Determining an appropriate reward value for a case task
requires you to evaluate the complexity of the task
• This might mean it’s still necessary to do some gauging of task
completion times by expert workers
• Mechanism bit: our simplistic AwardPoints widget has only one
job: Award the player with points when they choose a particular
response on a work details page.
18

19. Motivational Design – Rewards
• Start with a base reward value
19
10

20. Motivational Design – Rewards
• Start with a base reward value
• Multiply the base by a Task Type complexity multiplier to
commonize the base reward across different task types
20
Standard
Task = 70
Easy
Task =
50
Complex
Task = 100
10

21. Motivational Design – Rewards
• Start with a base reward value
• Multiply the base by a Task Type complexity multiplier to
commonize the base reward across different task types
• Multiply this by a level of effort multiplier to arrive at a final
value
• Mechanism Design bit: Store the final value in a task property
21
Standard
Task = 70
Easy
Task =
50
Complex
Task = 100
One
Document
= 70
Two
Documents
= 140
Three
Documents
= 210

22. The Practical Part:
Mechanism Design

23. Mechanism Design:
IBM Bluemix
Gamification Service

24. Implement your Game Plan
• Login to your Bluemix dashboard
https://console.ng.bluemix.net/
• Choose Services and APIs
• Since Gamification is an experimental service, scroll to the
bottom and click Bluemix Labs Catalog
• Add the Gamification Service to your dashboard
• Start creating your Game Plan
24

25. Implement your Game Plan
• A Game Plan contains implementation of your Mechanism
Design
• Artifacts include:
§ Players
§ Variables
§ Deeds
§ Events
§ Missions
25

26. Implement your Game Plan – Players
26

27. Implement your Game Plan – Variables
27

28. Implement your Game Plan – Deeds
28

29. Implement your Game Plan – Events
29

30. Implement your Game Plan – Missions
30

31. <Demonstration/>

32. Mechanism Design: IBM
Case Manager Widgets

33. Demonstration Widgets –Missions
• Drop onto any page, but a Work page with an Inbasket widget
is best
• Displays stats for the currently logged-in user in the configured
gameplpan
• Displays currently active missions and my personal progress
toward completing them
33

34. Demonstration Widgets - Leaderboard
• Dropped onto its own tab
• Displays my standing and points
34

35. Demonstration Widgets - AwardPoints
• Our simplistic AwardPoints widget has only one job: Award the
player with points when they choose a particular response on a
work details page.
• Hidden (invisible) on the page, participates in coordination
events
35

36. Demonstration Widgets – Navigator Service
• We don’t want our gameplan key to be sent to the client, ever.
• So we implement a proxy service that lives in Navigator and
gets deployed with our widgets plugin. It handles all the
connections between Navigator and Bluemix.
36
URL url = new URL(replaceableUri.replace("{planName}",
"myrewards")
.replace("{key}", "e6f412df-e818-4472-b428-ae29a503fe7f")
.replace("{tenantId}", "b21afe6e-1776-437b-b248-542633126d80"));

37. <Demonstration/>

38. Get the code!
• https://app.box.com/s/lkw06ka7mtakr5tw8glbosyzed8zrpwm
• You’ll need ICM 5.2.1 and Eclipse Luna
• IBM’s documentation for the service:
§ https://www.ng.bluemix.net/docs/#services/Gamification/index.html
• API Documentation:
§ https://gs.ng.bluemix.net
38

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