Preparing your Training Leads to Run Gamification Programs
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There’s a lot of buzz around gamification, and plenty of confusion about what it really means to gamify a corporate training or eLearning program. One thing is clear: It’s much more than just adding badges to your training. It’s about finding the right motivators for your audience and promoting the desired actions or skill sets without getting bogged down in meaningless measurements and mechanics. Real-life programs from organizations such as Brown University, Amazon.com, Wyndham Properties and more, will reveal how and why Gamification works, in what context it is most effective, and what the limits are to this approach of employee engagement in corporate training and talent development. Use gamification mechanics and motivators to generate needed change and enable your organizations to meet your business objectives. Through hands-on application combined with anecdotal and empirical data, you will experience the good, the bad, and the ugly of gamification strategy design so that you can prepare your training leads to run their own gamification programs.
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Preparing your Training Leads to Run Gamification Programs
- 1. PREPARING YOUR TRAINING LEADS TO RUN GAMIFICATION PROGRAMS S E R I O U S P L AY 2 0 1 8 W I T H M O N I C A C O R N E T T I @monicacornetti #gamification
- 2. This presentation is for YOU if you’re the type of professional who wants to make sure this NEVER happens again…
- 4. What is your level of knowledge and experience with Gamification? 5. A Gamification Master 4. Done some PBL gamification 3. Taken previous courses in design 2. Read white papers/blogs 1. Heard the term
- 5. Gamification is motivational design… the use of game elements and game mechanics in a non-game context.
- 6. #1 Gamification Guru, International Speaker, and Author. Founder and CEO of Austin-based Sententia Gamification. Monica Cornetti SententiaGamification.com @monicacornetti HELLO!
- 7. Three Levels of Gamification Certification
- 8. 360 Training Abbott Laboratories Abudawood Accenture ADP American Cancer Society AmeriHealth Caritas Association for Talent Development Audible.com Amazon Apple AT&T Augusta University BCBS Florida Bloomington Public Schools BNSF Logistics Boehringer-Ingelheim Brown University Brother International Caliber Home Loans Carolinas Health Care Caterpillar Citizens Bank Colorado Springs Utilities Country Financial Customs and Border Protection Dell Direct Checks Unlimited Duke University eLearning Guild First Republic Bank Flik Lifestyles FM Global Get Fueled Goodwill Industries Greyhound Growmark Harvard University Harley-Davidson Financial Harte Hanks Heartland Bank Help Desk Institute ICMI Illinois Central College Illinois State University JB Hunt Jobbing America Legal Learning Network Liberty Mutual Insurance Mary Kay MD Anderson Metro Technology Centers North Highland Consulting Northwest University (RSA) Oklahoma Department of Mental Health and Substance Abuse Services Oncor Pacific Islands SBDC Peace Health Pepsico PWC PYXERA Global Queen Rania Foundation Round Rock ISD Samsung SegaTeam Serious Play State Farm State of Arizona Stetson University The CARA Group The Help Desk Institute The Hill at White Marsh Texas A&M University Texas State University Training Magazine TXDOT United Airlines University of Arkansas University of Phoenix University of Texas Wells Fargo Wal-Mart Wilmington University Your Company Name Here
- 9. ©2016www.SententiaGames.com Best Practices for Implementing Gamification
- 10. Objectives Currently, CSAs escalate calls becausethey do not recognize the customer’s payment type at arate of X% understand how to process a payment type at arate of Y% Escalatedcalls are less expedient for our customers and more costly to our business The goal of this training is to decrease call escalations improve customers’ experience decrease customer service expenses
- 11. GOALS, BUSINESS OBJECTIVE AND LEARNING OBJECTIVES callescalationsfor the reasonof not knowinghow to process apayment type (astracked in our call tracking system) customer satisfaction ratings (measuredbypositive response rates) dollars spenton callescalationsrelated to not recognizingor knowinghow to processpayment types outside the home marketplace customers 2 percentage point increase CSAs 40% decrease 3 months post training 3 months post training CSAs 2% percentage point decrease 3 months post training Thistraining isbeingdeveloped for customer serviceassociates(CSAs)around the globewho servicecustomersin marketplacesoutside their home country. Currently, CSAsescalatecallsbecausethey do not recognizethe customer’s payment type at arate of XX% andbecausethey do not understandhow to processapayment type at arate of XX%. Escalatedcallsarelessexpedient for our customersandmore costly to our business. The goalof this training isto decreasethesecallescalationsto improve our customers’ experience anddecreasecustomer service expensesrelated to providing support to customersoutside of the CSAshome marketplace. WHAT? WHO? HOW MUCH/MANY? BYWHEN? callescalations for the reason of not recognizing a CSAs 10% decrease 3 months post training payment type (astracked in our calltrackingsystem) Business Objective:Customercallescalationsduetoacustomerservice associatenotrecognizingapayment type(e.g.doesn’tknowwhatacreditcardis),as trackedinourcalltracking system,willbe10% loweroverthe3 months followingtraining completion. Business Objective:Customercallescalationsduetoacustomerservice associatenotknowinghowtoprocessapayment type(e.g.knowswhatacreditcardis, but doesn’tknowhowtoprocesspayment),astrackedinourcall trackingsystem,willbe40% loweroverthe3 monthsfollowingtraining completion. Business Objective:Customersatisfactionratings(measured bypositiveresponse rates) willincrease by2 percentagepointsinthethreemonthsfollowingtraining. Business Objective:Dollars spent oncallescalationsrelatedtoaCSA notrecognizingorknowinghowtoprocessapayment typeoutsidetheirhome marketplacewillhavedecreased by2 percentagepoints3 months post training.
- 12. Sententia Level 2 Project: Bring Jeff Home Tracy O’Connor October 2017
- 13. Sententia Level 2 Project: Bring Jeff Home Tracy O’Connor October 2017
- 14. ©2016www.SententiaGames.com Best Practices for Implementing Gamification
- 17. ©2016www.SententiaGames.com Best Practices for Implementing Gamification
- 19. HOOKED: HOW TO BUILD HABIT-FORMING PRODUCTS
- 20. ©2016www.SententiaGames.com Best Practices for Implementing Gamification
- 23. Brandon Tanguay Content Developer at Vistana Signature Experiences Brandon.Tanguay@vistana.com Link to Brandon’s template: https://community.articulate.com/discussions/articulate- storyline/thanksgiving-turkey-themed-game-test Compliance
- 24. How it works: Terry the Turkey starts out with no feathers. From the map of Thanksgiving Woods, click on a feather to receive a question. If the question is answered correctly, you earn a feather. The goal is to get as many feathers as possible. A passing score = 22/25. If you pass, you get a happy turkey. If you fail, your turkey explodes! The Rules
- 25. Meaningful Choices – Choices refer to the options a learner must select from as they respond to a decision point. To promote a quality cognitive experience, one that promises your learner that they will have a role to play in how the learning or story unfolds, you should develop choices. Choices
- 26. Collecting Goods or Rewards: Creates a sense of satisfaction, privilege, and status. Terry the Turkey starts out with no feathers. From the map of Thanksgiving Woods, the learner click on a feather to receive a question. If answered correctly, they earn a feather. Goal is to get as many feathers as possible. Collecting
- 27. Terry the Turkey is an example of an HR Compliance training with a goal of 100% participation in an annual review of regulatory policies. A simple narrative that engaged the learners, made the learning fun, and achieved their compliance goals. Imagine the typical learning complaining about not having enough time to take the course, yet choosing to take it twice, to engage in the fun of the story and it’s character. Designed by Sententia Certified Gamification Apprentice Brandon Tanguay of Vistana. A Win!
- 30. ©2016www.SententiaGames.com Best Practices for Implementing Gamification
- 32. A CHALLENGE Identify an area where, rather than acting like robots and following scripts… you need employees to be creative and
- 35. CL AIM YOUR DIGITAL BADGE COPY OF SLIDES Guru@SententiaGames.co m
Editor's Notes
- What change do you want to make with the design or delivery of training programs?
- All work and no play makes for dull workers. Small changes can have a powerful effect on our approach to work Show you how you can use gamification to have a meaningful impact on your organizational culture Help your employees to reach their full potential
- Everyone stand Sit down on the number that applies to you
- Mess to success 2 minutes
- Belief – fun
- What is the real problem you are trying to solve
- Csa’S ESCALATE CALLS BCSE THEY DON’T RECOGNIZE PAYMENT TYPES outside of their marketplace
- Csa’S ESCALATE CALLS BCSE THEY DON’T RECOGNIZE PAYMENT TYPES
- Who are you targeting and what really motivates them? Ask: What motivates people in your work place?
- Motivate with mechanics
- Coke Zero product launch 11,135,536 views Slide 5: Coke Zero – Unlock the 007 in you https://www.youtube.com/watch?v=RDiZOnzajNU
- Engage Entice Encourage
- Dana Pratt Leadership Learning Program (instructor led). I've hand-drawn the map in pen and ink. Each participant will receive a box of colored pencils and they will color in the map as we move through the program - very much like how Dorothy began in black and white Kansas then moved into very colorful Oz! My audience is very creative and in the past they have demonstrated that they enjoy having toys and crafty things like pipe cleaners on the table to engage them so I believe that they will enjoy this. It's a bit tough to read. The game starts at the center when they earn their Dorothy sticker (they are Dorothy - "the hero"). As they move through the program they will earn stickers or badges to mark their progress. The steps along the way are basically an agenda of the week. While some folks will be very literal and will color the steps in as we complete them, I expect most of them will be more "free range" in the way they approach coloring in their map
- I hour annual compliance
- Choices Mastery Progress Narrative
- What can the grotesque, monstrous, and even alien creatures found lurking in an extraordinary range of literature across many centuries reveal about the different ways humans have imagined what it means to be human? This online, full semester literature course was designed in collaboration by artist Matt Rockman, and Sententia Gamification Journeyman Certified Brown University Professor of English Jim Egan and Instructional Designer Naomi Pariseault https://www.sententiagamification.com/p/brown-webinar
- The Successful Gamification of eLearning Courses for Higher Ed What can the grotesque, monstrous, and even alien creatures found lurking in an extraordinary range of literature across many centuries reveal about the different ways humans have imagined what it means to be human? This online, full semester literature course was designed in collaboration by artist Matt Rockman, and Sententia Gamification Journeyman Certified Brown University Professor of English Jim Egan and Instructional Designer Naomi Pariseault. Join us to explore this gamification case study and hear from the creators about their design. They will share insights and answer questions about their highly successful gamified undergraduate course at Brown University titled “Fantastic Places, Unhuman Humans.” You will lean how this talented trio mastered techniques to the challenges of: How can you immerse someone into an online gamified experience higher-ed course? What was your design process and considerations? What game mechanics did you choose and why? How did you make your many user experience/user interface design decisions?
- Define clear biz objectives that can be measured against your gami strat Budget Iteration is part of design
- COKE ZERO Bond 007 FAIL VIDEO https://www.youtube.com/watch?v=it1SU-w-mI8