Serious games have the potential to engage and motivate your learners. But what about driving long-term retention of business-critical knowledge? In this session, the speakers will share how four organizations have put theory into practice and implemented games as part of their training programs. Then, they will explore how serious games can be linked to learning science to increase learner retention of product knowledge, policies, procedures, and basic facts. This session includes seven practical tips for implementing serious games in an organization. Application on the Job: Discover how learning science and games can be linked to drive retention of topics such as product knowledge, policies, and procedures. Access case studies and research you can use to make the case for serious games or gamification in your organization.

1. SERIOUS GAMES
+ LEARNING
SCIENCE
= WIN.
How to teach product knowledge,
policies and procedures
Presented by
Steven Boller, Marketing Director
by

2. WHO WE ARE?
A custom learning solutions company founded in
1995. We focus on eLearning, blended learning,
curriculum design, mobile solutions, and serious
games. We also specialize in needs analysis and
project management.
Musician, strategist, performer, writer, learner
(aren’t we all?), husband, son, game geek, marketing
director at Bottom-Line Performance.

3. WHY
ARE
YOU
HERE
?
“I heard that serious games and
gamification are a big trend.”
“I’ve heard of Bottom-Line Performance
and Knowledge Guru.”
“My company is struggling with
knowledge transfer and retention.”
“I’m responsible for training
employees on product knowledge,
policies, procedures, etc.”

4. OUR GAME PLAN
The challenge of remembering… and cost of
employee forgetting
The “why” behind games for learning
What does success look like?
Four game-based learning case studies
Templated games vs custom games
Knowledge Guru product overview
1
2
3
4
5
6

5. Stay till the end: One lucky winner
will receive a Knowledge Guru
“Single-Event” subscription package
for 50 users!
OUR GAME PLAN

6. Games are great,
but it’s all about REMEMBERING

7. PEOPLE NEED
TO REMEMBER
A LOT OF
STUFF IN THE
WORKPLACE
Product Knowledge
Industry Facts
Policies & Procedures
Research Data
Sales Messages

8. WHAT
ABOUT
YOU
?
What knowledge do
your employees
need to remember to
be successful in
their jobs?

9. Learning + Remembering
Survey
2014 Learning and
Remembering Survey

10. 77% of respondents
cited fact-based
knowledge as most
important.

11. WHAT ARE WE
SPENDING TO
TRAIN?

12. ATD (formerly ASTD)’s State of the Industry Report
says that companies spent $164 BILLION on training.
What did that “investment” net the companies in terms
of….
Time
saved…or not
wasted in the
first place?
Money
saved…or
money gained?
People producing
more, faster, more
accurately or
feeling less
stressed?

13. WHAT
ABOUT
YOU
?
What challenges do
you face when
delivering training
that helps
employees
remember this
knowledge?

14. 2014 Learning and
Remembering Survey

15. 38% of respondents
cited knowledge transfer
and retention.
24% of respondents
cited too much content.

16. WHAT DO
LEARNERS
REMEMBER?

17. 30% 60% 90% ???
FORGETTING CURVE

18. STRATEGIES FOR
LONG-TERM
RETENTION

19. SPACED REPETITION
Micro Spacing Macro Spacing
Single Session
or
Day 1
Day 8
Day 16

20. FEEDBACK LOOPS

21. READING THE RESEARCH
Spaced Repetition in the New York
Times:http://www.theknowledgeguru.com/spaced-repetition-featured-new-york-
times/
Learning Research by Annie Murphy Paul: Distributed Practice
and Spaced Repetitionhttp://www.theknowledgeguru.com/learning-research-annie-murphy-
paul-distributed-practice-repetition/
Spaced Repetition: What Research Tells Us by Dr. Karl Kapp:
http://www.theknowledgeguru.com/spaced-retrieval-retrieval-practice-knowledge-guru-research-tells-us/
Learning vs. Retrieval UCLA Bjork Learning and Forgetting Lab:
http://bjorklab.psych.ucla.edu/research.html

22. READING THE RESEARCH
Leave us your contact information to
receive these studies.

23. SEE THE STRATEGIES
Sign up for the
white paper

24. The power
of games for LEARNING

25. WHAT
ABOUT
YOU
?
Why do you want to
use games for
learning at your
company?

26. • Motivate
• Challenge
• Incorporate fun
• Meet learning objectives
• Provide feedback
• Focus on the DO
• Minimize the TELL
WHY USE GAMES? To…

27. ATD Research:
Top reasons:
• Engagement
• Retention
WHY USE GAMES?

28. Learning
Element
Game Elements that Match
Motivation Game goals or challenges, conflict, time, cooperation,
reward structures (feedback, points, achievements), - all
help equate to the “fun” in games.
Relevant
practice
Game goal or challenges, rules within game, reward
structures, game loops
Feedback Pretty much a 1:1 here – reward structures in game supply
feedback. “Game loop” also supplies feedback
Retrieval later Lots of ways games help with retrieval: Context, story,
desire for repeat play, emotion attached to game play.
THE MORE DETAILED ANSWER…

29. THE RESEARCH IS IN.
NOW WHAT?
3 Studies on Game-Based Learning by
Rick Blunt
Meta analysis on games in Karl Kapps’
Gamification of Learning and Instruction
Expanded case studies in the follow-up
Gamification of Learning and Instruction
Fieldbook.
1
2
3

30. THE GAMEPLAY
HAS TO
LINK
TO
LEARNING
SCIENCE

31. THE GOOD
NEWS:
GAMES CAN
HELP FIGHT
FORGETTING
The engagement of
games, when linked to
the science of learning
can be a powerful
learning tool.
Many companies have
been taking advantage
of this to solve their
business challenges…

33. What does
SUCCESS
Look like?

35. ExactTarget's employees, resellers, and partners used a serious game as
part of a major product roll-out to gain mastery terminology and product
features and benefits - mastery that is critical to effectively selling and
supporting a product.

36. • Teach product knowledge for an important
launch.
• Increase sales, decrease support calls.
• Make product “stand out”.
• Build a sense of camaraderie.
ExactTarget’s Need

37. • Used game as reinforcement tool
• Required in some functional units, optional in most
• Multi-part marketing and communications campaign
• Offered prizes
• Integrated into LMS/intranet for easy access
• Outsourced development
ExactTarget’s Approach

38. STORY DRIVES MOTIVATION

39. REPETITION DRIVES RETENTION.

40. INTEGRATED INTO THE
WORKFLOW.

41. WELL-PROMOTED, WITH REWARDS

42. Quicker pipeline built: “Of all the launches done
in the two years previous to the MobileConnect
launch, the sales team built one of the quickest
pipelines for this product.”
Dramatic increase in first-call support resolution.
Greatly increased contract values.
RESULTS

43. TESTIMONIAL
“We are continually looking at ways to innovate
on our learning initiatives. The Knowledge Guru
platform was a fun and new way for us to
reinforce the training we needed to do with the
launch of our new product. Our clients loved it,
and the training led to meaningful business
outcomes.”
-Scott Thomas
Senior Director, Content Development and Certification
Salesforce

44. The game was great! It was a fun way to learn
about MobileConnect. I enjoyed the scenario-
type questions, which put it all in perspective.
— ExactTarget Player
TESTIMONIAL

45. I’m a pretty competitive person, so challenging
myself to get one of the top scores added a
layer of fun to learning about the product.
— ExactTarget Player
TESTIMONIAL

46. The repetition of the different paths helped me
retain the information.
— ExactTarget Player
TESTIMONIAL

47. RESULTS

48. Cisco uses Knowledge Guru as an integral part of their year-long sales
associate training program to reinforce product and technical knowledge.

49. • Help employees master and retain complex
product and technical knowledge.
• Help new sales associates pass
certifications.
• Engage learners and increase satisfaction.
CISCO’S NEED

50. • Blended into a curriculum; required play.
• Positioned as a reinforcement tool.
• Players surveyed afterwards.
• Accessible from LMS; seamless login.
• Outsourced development.
CISCO’S APPROACH

51. • Based on learner satisfaction ratings, Cisco expanded
usage to include a game for most curriculum modules.
• Learners averaged 3.5 hours of play per game.
• Learners rated the games 4.93 out of 5 for their value
as a learning experience.
• Learners rated games 4.93 out of 5 for value in
supporting long-term retention.
• Learning objectives achieved with 86.6% success rate
across all users.
• Knowledge Guru games now used with learners
around the world.
RESULTS

52. “We use the Knowledge Guru platform across several modules in
our Cisco Sales Associate Program. Before they can work with
customers, new associates must obtain a deep knowledge of our
architectures and technologies. Knowledge Guru is essential to
reinforcing this technical knowledge, and participants have rated
Knowledge Guru highly as a learning tool that helped them achieve
their certification. Most importantly, the spaced repetition built in to
Knowledge Guru is critical to helping new associates retain this
foundational knowledge when they begin working with customers.”
Marsha Connor Senior Manager, Business Developer Cisco Systems, inc.
TESTIMONIAL

53. “I thought the game was excellent. Great way to
study and reinforce learning. Should be
implemented for each technical module.”
— Cisco Player
TESTIMONIAL

54. RESULTS

55. Johnson and Johnson uses Knowledge Guru as part of a 5-week training
program to drive efficiency and consistency for Talent Acquisition associates.

56. • Teach a crucial talent acquisition process to
North American associates.
• Increase efficiency and consistency.
• Increase adoption of the process.
• Build a sense of camaraderie.
J&J’S NEED

57. • Created a five-week program to teach the process. Required
play.
• Held weekly competitions, focused on one topic per week.
• Developed communications strategy with emails, ads, video to
promote game.
• Offered weekly prizes
• Used as a reinforcement tool
• In-house development
J&J’S APPROACH

58. MULTI-PART COMMUNICATIONS
STRATEGY

59. LEVERAGED REPORTING TO
FIND GAPS

60. • Participants completed 12 learning objectives with an
84% success rate.
• J&J identified one weak objective with a 71.94% success
rate and reinforced the process step with further
training.
• 70% of survey respondents said they liked the Talent
Acquisition Guru game best of all learning types offered.
• Knowledge Guru now used to train most critical
processes for global talent acquisition.
RESULTS

61. “The Knowledge Guru platform helped us identify
improvement opportunities and implement training
that reinforces key topic areas. As a result, managers
are now regularly auditing their team’s work. Most
importantly, Talent Acquisition managers have
observed significant improvements in their teams’
performance since the rollout of the Knowledge Guru
program.”
Kristen Pela
Manager, Talent Acquisition Johnson & Johnson
TESTIMONIAL

62. Quotes from participants:
“It helped me streamline my process. I was able to
incorporate the technology better into my day-to-day
job..”
“Not second guessing myself. The training made me aware
that I know the process and steps very well. I don't need
to second guess myself.”
“The technology piece was very all encompassing so the
reinforcement was critical. Proper procedures were
particularly helpful in employees’ day-to-day.”
TESTIMONIAL

63. Using Knowledge Guru to help agents retain a crucial loss prevention
process.
Financial Services Company

64. • Teach call center agents a critical process.
• Clarify process from regulatory compliance
standpoint.
• Analyze the process and identify improvement
opportunities.
• Engage learners, motivate them to apply the
process.
THE NEED

65. • Launched first online learning game in company history.
• Developed multi-part communications strategy.
• Displayed advertisements in call centers.
• Offered prizes.
• Monitored reports throughout play.
• Surveyed players to collect feedback.
• Optional play.
• In-house development.
THE APPROACH

66. PRIZES AND ADVERTISEMENTS
TO DRIVE INTEREST

67. LEVERAGED REPORTING TO
FIND GAPS

68. In-house development

69. In-house development

70. In-House development

71. In-house development

72. • Participants completed 13 learning objectives with an 82% success
rate.
• The company used reports to identify areas where process lacked
clarity and adjust.
• 99% of survey respondents in Texas audience said game will be
valuable to them on the job.
• Survey results identified one process step that was highly effective
but had not been previously utilized. The company adjusted based
on these results.
• Knowledge Guru is now integrated into new hire training for agents.
RESULTS

73. “The Knowledge Guru game was a new creative way to
teach or enhance agents’ (process) skills. The agents
were able to play the game in short time periods which is
great for a production based environment. The agents
enjoyed the game and were excited to compete against
their peers. The game made teaching, training and
testing easy and effective for management. The
experience was enjoyable for all involved and highly
effective!”
Operating Manager
Jacksonville, Florida
TESTIMONIAL

74. “The game was an exciting interactive experience. The fun animation
made it not feel like the typical required learning courses that we
sometimes come across, but more so a fun and fiercely competitive
event and to top it off you’re learning without the effort. Not only are
you learning, but I’ve retained a lot of what I learned especially
(specific process step). I think the thing that stands out the most
regarding the game is being recognized by your colleagues on a more
intimate level within your office, but also being recognized by upper
management and the entire company. I wasn’t expecting that. Hats off
to whomever came up with the game and those who introduced it to
all of us.”
Marquita - Grand Prize Winner
Agent
TESTIMONIAL

75. What makes games SUCCESSFUL?

76. WHAT
ABOUT
YOU
?
What roadblocks do
you face in
implementing
serious games in
your organization?

77. COMMON
ROADBLOCKS
• Lack of in-house game design knowledge
• Budget and cost
• Inability to integrate into existing training
• LMS issues

78. WHAT
ABOUT
YOU
?
What made these
companies use of a
game successful?

79. PLAN FOR SUCCESS
 “Required” works best.
 Blend into a curriculum: use as part of a learning solution.
 Often best as a reinforcement, but not always.
 Offer incentives and/or provide sufficient motivation.
 Create a communications strategy around the game.
 Use reporting and adapt the training.
 Gather insights via surveys.

80. PLAN FOR SUCCESS
• You must understand game design and
instructional design.
• Games are not a panacea.
• Your stakeholders are not your target.
• More effort required to play = less cognitive
space.

81. What platform are
they using?

82. Knowledge Guru®

83. KNOWLEDGE GURU
 Platform for building serious games.
 Uses science of learning and
remembering to increase retention.
 Fast and efficient to produce.
 No game design knowledge required.

84. TEMPLATED
GAME or
CUSTOM
GAME?

85. CUSTOM SOLUTIONS

86. • What are you trying to achieve? Energizer
activity? Skill development? Knowledge
acquisition? Reinforcement?
• How much budget do you have?
• What’s your timeline?
• Do you have game design skills in-house?
TEMPLATED VS CUSTOM

87. LEGEND OR QUEST?

88. LIVE DEMO

89. Play GBL Guru!
TheKnowledgeGuru.c
om/gbl

90. Attend this Session
via Webinar:
theknowledgeguru.com/a
td-ice-2015-webinar/

91. WANT TO SCHEDULE
A PRIVATE DEMO?

92. VISIT US IN THE EXPO:
BOOTH 602

93. GO TO:
theknowledgeguru.com/demo

94. AND THE WINNER IS…

95. GET IN TOUCH
steve@bottomlineperformance.com
317-861-7281
Booth 602
@thekguru by