Preparing your Training Leads to Run Gamification Programs - Monica Cornetti, Sententia Games
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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 - Monica Cornetti, Sententia Games
- 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. A CHALLENGE Identify an area where, rather than acting like robots and following scripts… you need employees to be creative and enthused.
- 3. Gamification is motivational design… the use of game elements and game mechanics in a non-game context.
- 4. #1 Gamification Guru, International Speaker, and Author. Founder and CEO of Austin-based Sententia Gamification. Monica Cornetti SententiaGamification.com @monicacornetti HELLO!
- 5. Three Levels of Gamification Certification
- 6. 360Training 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 MetroTechnology 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 atWhite Marsh Texas A&M University Texas State University Training Magazine TXDOT United Airlines University of Arkansas University of Phoenix University ofTexas Wells Fargo Wal-Mart Wilmington University Your Company Name Here
- 8. ©2016www.SententiaGames.com Best Practices for Implementing Gamification
- 9. Objectives Currently, CSAs escalate calls because they do not recognize the customer’s payment type at arate of X% understand how to process a payment type at arate of Y% Escalated calls 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
- 10. GOALS, BUSINESS OBJECTIVE AND LEARNING OBJECTIVES call escalationsfor the reasonof not knowing how to processapayment type (astracked in our call tracking system) customer satisfaction ratings (measured bypositive response rates) dollars spent on call escalationsrelated to not recognizing or knowing how 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 This training isbeing developed for customer serviceassociates(CSAs) around the globe who servicecustomersin marketplaces outside their home country. Currently, CSAsescalatecalls becausethey do not recognize the customer’s payment type at arate of XX% andbecausethey do not understand how to processapayment type at arate of XX%. Escalatedcallsare lessexpedient for our customersandmore costly to our business. The goalof this training isto decreasethese call escalationsto improve our customers’experience anddecreasecustomer serviceexpensesrelated to providing support to customersoutside of the CSAshome marketplace. WHAT? WHO? HOW MUCH/MANY? BYWHEN? call escalations for the reason of not recognizing a CSAs 10% decrease 3 months post training payment type(astracked in our call trackingsystem) BusinessObjective:Customercallescalationsdue toacustomerserviceassociate notrecognizingapayment type(e.g. doesn’tknowwhatacreditcardis),as trackedinourcalltrackingsystem,willbe10% loweroverthe3 monthsfollowing training completion. BusinessObjective:Customercallescalationsdue toacustomerserviceassociate notknowinghowtoprocessa payment type(e.g. knowswhatacreditcardis, but doesn’tknowhowtoprocesspayment), astrackedinourcalltrackingsystem,willbe40% loweroverthe3 monthsfollowing training completion. BusinessObjective:Customersatisfaction ratings(measuredbypositiveresponserates)willincreaseby2 percentage points inthethreemonthsfollowing training. BusinessObjective:Dollars spentoncallescalationsrelatedtoaCSA notrecognizingorknowinghowtoprocessapaymenttypeoutsidetheirhome marketplacewillhavedecreasedby2 percentage points 3 monthspost training.
- 11. Sententia Level 2 Project: Bring Jeff Home Tracy O’Connor October 2017
- 12. Sententia Level 2 Project: Bring Jeff Home Tracy O’Connor October 2017
- 13. ©2016www.SententiaGames.com Best Practices for Implementing Gamification
- 16. ©2016www.SententiaGames.com Best Practices for Implementing Gamification
- 18. HOOKED: HOW TO BUILD HABIT-FORMING PRODUCTS
- 19. ©2016www.SententiaGames.com Best Practices for Implementing Gamification
- 21. 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 Designed by Sententia Certified Gamification Apprentice Brandon Tanguay of Vistana.
- 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 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 narrative.
- 26. ©2016www.SententiaGames.com Best Practices for Implementing Gamification
- 28. A CHALLENGE Identify an area where, rather than acting like robots and following scripts… you need employees to be creative and enthused.
- 29. CL AIM YOUR DIGITAL BADGE COPY OF SLIDES Guru@SententiaGames.com