Creating Change with Gamification Presented by Monica Cornetti at the Training Magazine Conference 2018 Gamification is an important and powerful strategy for influencing and motivating people in the workplace. Unfortunately, many people think gamification means adding games to training, or letting employees “play” all day. Using case studies from real-life programs such as Brown University, Amazon, Wyndham Properties, and more… you'll learn how and why Gamification works, in what context it’s most effective, and what the limits are to this approach of employee engagement training and talent development. Through hands-on application combined with anecdotal and empirical data, you will experience the good, the bad, and the ugly of gamification strategy design. Atlanta, GA

1. IT’S THE END OF
THE WORLD AS
WE KNOW IT!
C R E AT E C H A N G E W I T H G A M I F I C AT I O N
@monicacornetti
#gamification
Presented by Monica Cornetti at the Training Magazine Conference 2018 – Atlanta, GA

2. “We’ve seen gamification achieve broad acceptance from companies
across the spectrum over the past year or so. Once it was a trendy
buzzword used to make a regular eLearning course sound coolcoolcoolcool and
hiphiphiphip. Now it’s a r_sp_]t_^r_sp_]t_^r_sp_]t_^r_sp_]t_^ type of eLearning content.”
http://www.elearninglearning.com/2018/gamification/trends/?open-article-id=7812829&article-title=5-
elearning-trend-predictions-for-2018&blog-domain=elearningbrothers.com&blog-title=elearning-brothers

3. Gamification is
motivational design…
the use of game elements and
game mechanics in a
non-game context in order
to engage users and
solve problems.

4. #1 Gamification Guru, International
Speaker, and Acclaimed Author.
Founder and CEO of Austin-based
Sententia Gamification.
Monica Cornetti
www.monicacornetti.com
@monicacornetti
HELLO!HELLO!HELLO!HELLO!

5. FUN!@monicacornetti
#gamification

7. COSMETIC@monicacornetti
#gamification

8. Forming
Storming
Norming
Performing
Next Steps

10. ACCESSORY@monicacornetti
#gamification

11. CHALLENGE #3

12. H OW I T WA S
D O N E ?
Only three people
went fishing.
A boy, his father, and
his grandfather:
two sons and two
fathers
Can you solve the
mystery?

13. MASTER MIND MINUTESMASTER MIND MINUTESMASTER MIND MINUTESMASTER MIND MINUTES
CHALLENGE #5CHALLENGE #5CHALLENGE #5CHALLENGE #5
“Deliberately seek the company of
people who influence you to think
and act on building the life you
desire”
-- Napoleon Hill --

15. The Perfectionist:
This badge will be awarded to learners who pass a specific week’s quizzes and exams.
There will be a badge for each week.To unlock the last badges - the Golden Star - the
learner must pass all exams throughout the 5 weeks.
Achievements ((((Badges))))
Ehab Abu Dayeh
Senior Course Manager, Edraak.org
Queen Rania Foundation for Education & Development

16. Leaderboard

17. The progress bar will be used to motivate the learners to complete the entire MOOC,
since our brains hate it when things remain incomplete.
Progression (Progress Bar)
Ehab Abu Dayeh
Senior Course Manager, Edraak.org
Queen Rania Foundation for Education & Development

18. INTEGRATED@monicacornetti
#gamification

19. 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

20. Challenges: Boost self-recognition, joy, and self-satisfaction, as
well as help the players gain social status.
The Challenge: To create a test/knowledge check of annual
compliance content required for all employees – information that
they have seen year after year – and turn it into something that
was fun, engaging, and effective.
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
Challenge

21. Narrative: Being part of a story narrative)boosts curiosity and
engagement. The events in the story are a part of a plot to which they
are contributing as active participants. Knowing they get a second
chance, they may even purposefully answer incorrectly to find out
what happens.
Narrative

22. 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

23. 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

24. 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 meaningful choices.
Choices

25. Progression: As the feathers are reduced in the woods, the visual
provides a simple feedback mechanism that lets the learner know
they are making progress towards completion.
Progression

26. Mastery: An intrinsic motivator hard-wired in each of your learners.
Mastering content or a skill gives your learners a sense of victory,
power, recognition, and improve their social status.
Mastery

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!

28. Bring Jeff Home
START
BRING JEFFHOME
TRACY O’CONNOR

29. GOALS, BUSINESS OBJECTIVE AND LEARNING OBJECTIVES
callescalationsfor the reasonof not knowing how
to processapayment type (astrackedin our call
tracking system)
customersatisfactionratings(measuredbypositive
response rates)
dollars spent on callescalationsrelated to not
recognizingor knowing how to processpayment types
outside the home marketplace
customers 2 percentagepoint increase
CSAs 40% decrease 3 monthspost training
3 monthspost training
CSAs 2% percentage point decrease 3 monthspost training
Thistraining isbeingdevelopedfor customerservice associates(CSAs)aroundthe globe who service customers in marketplacesoutside their home
country. Currently, CSAsescalatecallsbecausethey do not recognizethe customer’spayment type at arate of XX% andbecausethey do not
understand how to processapayment type at arate of XX%. Escalatedcallsarelessexpedient for our customers andmore costlyto our business. The
goalof this training isto decreasethesecallescalationsto improve our customers’experienceanddecreasecustomer service expensesrelatedto
providingsupport to customers outside of the CSAshome marketplace.
WHAT? WHO? HOW MUCH/MANY? BYWHEN?
callescalations for the reason of not recognizing a CSAs 10% decrease 3 monthsposttraining
payment type (astrackedin our calltrackingsystem)
BusinessObjective:Customer callescalationsduetoacustomerserviceassociate notrecognizingapaymenttype(e.g.doesn’tknowwhatacreditcardis), as
trackedinourcalltrackingsystem,willbe10% loweroverthe3 monthsfollowingtrainingcompletion.
BusinessObjective:Customer callescalationsduetoacustomerserviceassociate notknowinghowtoprocessapaymenttype(e.g.knowswhatacreditcardis, but
doesn’tknowhowtoprocesspayment),astrackedinourcalltrackingsystem,willbe40% loweroverthe3 monthsfollowingtraining completion.
BusinessObjective:Customer satisfaction ratings(measuredbypositiveresponserates)willincreaseby2 percentagepointsinthethreemonthsfollowingtraining.
BusinessObjective:DollarsspentoncallescalationsrelatedtoaCSA notrecognizingorknowinghowtoprocessapaymenttypeoutsidetheirhome
marketplacewillhavedecreasedby2 percentagepoints3 monthspost training.

30. PERSONA:DEYVN
Psychographics:
Motivatedbyacceptance,physicalactivity, power,status
andsocialcontact.
Biggeston the job challenge:
Feelsthe needto be acceptedbyeveryone,so he
avoidsconflict or confrontation.
Valuesmost about his role:
Enjoystalkingwith people andsolvingtheirproblems.
Demographics:
22 yearold singlewhite malewho livesat homewith hisparents
High school education
First job after highschool
Bilingualin EnglishandSpanish
Experience in his position/work history:
New to the company,though anavidconsumerof avariety of the companies
products,especiallydigitalproducts andservices.
Works ascustomerservice associate,at acallcenter in Eastern Washington.
He loves his job and hashis sights set on progressing up the company hierarchy.
He isan“all-star” who learnsquickly andperforms at ahighlevel.Very technologically
awareandinclined.
Workday environment and flow:
Spendsthe dayansweringcustomer servicecalls.
Workplaceischaotic andnoisy.He issurrounded byother CSAstakingphonecalls,
consulting with one another,andsocializing.
Workplace technology use:
UsesaPCwith accessto the Web andinternal tools like SharePoint.
Very technologicallysavvyandawareof newtechnologies.
Where training will take place:
Thistraining will be eLearningthat will takeplaceat Devyn’sworkstation, asmallcubicle
divided by4 foot walls.
Gamesplayedandamount of time spent:
Devyn isadailygamerwho especiallylikesrole-play gamesandbuildshisown games
using Lumberyard.

31. Motivation Devyn Miguel Mary Srijita Associated Mechanics
Power high high Achievements,Action Points(to spend),Ambassadors, Apply a
Procedure/Equipment(skill demonstration that canfail),attempts
(# of chances),Auction/Bidding,Avoidance(punishfor error),
Badges,Boosters,BossBattle, Breaks,Challenge(event within a
game),Combos(sequencewith time limit that givesextra
benefit), Countdown,Deadline, Enemies(threat), Experience
Points(used to unlock), Heads-up-displays,Leaderboards, Levels,
Limit(max
number of pts canachieve), Mentorship, PieceElimination,
Magnetic Caps(limited number of chancesto complete atask),
player v player,Quests,Races,Rating (reputation within
peers),Variable RatioRewards, RiskandReward,Rivals,Territory
Control,Time Events,TrophyShelves,Unlocking
Interdependence low high high Allies,Ambassadors,Care-Taking(players look after one
another), Chats,Communal Discovery, Executeaplan,Free
Lunch (because someone elsedid work), Guilds,In-Game
Gifting, Mentorship, Question the Individual, Rivals,Role-
Playing,Voting
Curiosity high high Apply aProcedure,ApplyEquipment,Backtracking(return to part
of gameif not pass),BranchingChoices,Combos (sequencewith
time limit that givessignificant advantage),Cuesor Questions,
Didactic Reference,Discovery andExploration, EasterEggs,
EmbeddedInformation (get info asexplore), ObjectivesList
(explicit info about objectives andprogress),Magnetic Caps
(limited number of chances),Puzzle Guessing,Tile Laying,
Unlocking
Social Contact high high Ambassadors, Avatar, Chats, Communal Discovery, End of Level
Experience Summary, Free Lunch (get a benefit from work
someone else has done; luck into it), Guilds, Mentorship, Player v
Player Challenge, Question an Individual, Role-playing, Rolling
Goods (won by anyone as long as they meet criteria),Trading
Systems,Turns
MOTIVATION INVENTORY OF
PERSONAS WITH MECHANICS *mechanic usedwithin the training indicated in orange

32. Mechanic Application inTraining
Avoidance lose2daysof work when escalateanissue
Backtracking if escalateanissuecangobackandanswerit for samecredit ascould initially (thoughreceiveda2daypenalty)
Badges
completion badgewith number of daysto complete quest that canbedisplayed publiclyin the
LMS; completion phone icon that canbedisplayed publiclywith employee profile
Bonuses additionalbonuson one questionif answercorrectly first or secondtime (no bonusif not correct)
Didactic References
references included under “learn more and come back to solve this scenario” (rewarded with 2 days of
food and water) and under “review additional materials” when the answer is incorrect after 2 attempts
(rewarded with one dayof food and water)
Challenge two timed challengesto gainadditionaldaysof completed work
Easter Egg Martianshelp for areason that the user doesn’t control
HUD calendar andtrophy caseupdatedafter eachgainorlossof days/tools
Leaderboard
LMShasleaderboard for showing ......%of people in eachwork unit who sent Jeffhome within 15days,16-
20 days,21-25 days,26-30 days,more than 30 days
Magnetic Caps only two chancesto geteachscenario correct, one chancewith eachof the challenges
PerformanceSummaryatEnd
calendar andtrophy caseat endindicate summaryof progressandstory consequencesof masteringor
not masteringthe quest
Quests getJeffbackto earth before heruns out of supplies
Timed Events timed challenges
Trophy Shelves display of tools earnedshown after the gainor lossof days/tools andat the end of the training in summary.
NOTES:
1. Mechanicsrelated to Statuswere the primary focusof motivators in this training, because3 of the 4 personasscoredhigh on thismotivation.
2. Mechanicsrelated to Power andCuriosity motivators were alsoincorporated because2 of the 4 personasscoredhighin theseareas.
3. Interdependence and Social Contact were also high for 2 of the 4 personas. Since eLearning was the mandated format for this training, there
are limited options for including these mechanics. Hopefully the use of a Leaderboard by work unit will provide some level of motivation for
thosewho aremotivated by interdependence.
MECHANICS IMPLEMENTED INTRAINING

33. Jefftravels to Mars to seeif
he canopen a warehouse
andshipping facility there.
NEXT

34. One dayJeffreturns from
gathering specimensand find
his spaceshipin shambles.
NEXT

35. Jeff will needto put his
spaceshiptogether so he
canleavefor home before
he runs out of supplies.
NEXT

36. Jeffdoessomequick calculating.
He canreallyuseyour help!
Project Calendar
daysof food andwatersupplies additional daysneeded to complete the spaceship
NEXT

37. Here’show you canhelpJeff.
Spinthedial.
Solvethe customer service scenario.
Earntools to helpJeff rebuild his spaceship.
Rebuildthe spaceshipbefore Jeffruns out ofsupplies.
Earnbadgesandphonetool icons to show how well you’vedone!
NEXT

38. Nice work! Jeff’sspaceshipwill be done 5 daysearlier
becauseyou earned him a socket wrenchset.
Project Calendar
Toolbox
daysof food andwatersupplies additional daysneeded to complete the spaceship
NEXT

39. Drats!
Jeffran out of supplies.
Looks like he will need to
start eating Martian food.
NEXT IF LOSE

40. Amazing job!
YouhelpedJeffget hisspaceshipreadyto launchin only18 days.
Project Calendar
Toolbox
daysof food andwatersupplies
18
I brought
Jeffhome!
Congratulations!
You’ve earned your
LMSbadge and
phonetool icon!
Endif Win

41. RAISON D'ÊTRE
( R E A S O N F O R B E I N G )
@monicacornetti
#gamification

44. WHAT DOES IT COST?
Tweets:
@monicacornetti
#gamification

45. CHAPMAN
ALLIANCE
REPORT
http://www.chapmanalliance.com/

46. Epic Fail

48. FAIL!@monicacornetti
#gamification

50. Three Levels of Gamification CertificationThree Levels of Gamification CertificationThree Levels of Gamification CertificationThree Levels of Gamification Certification

51. The ONLY Gamification
Certification forTalent
Development andTalent
Management professionals that
can be approved for
HRCI, SHRM, and ATD for
recertification credits.
Three Levels of Gamification CertificationThree Levels of Gamification CertificationThree Levels of Gamification CertificationThree Levels of Gamification Certification

52. A CO-LOCATED EVENT WITH TRAINING MAGAZINE OLC 2018
October 6-8, 2018
McCormick Place West, Chicago, IL
GamificationCon.com

53. NO MORE DRY, BORING
TRAINING1

55. THANK YOU
Twitter: @monicacornetti
Email: Guru@SententiaGames.com
Websites: www.monicacornetti.com
www.SententiaGames.com
www.GamificationCon.com