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Gamified Customer Experiene Slide 1 Gamified Customer Experiene Slide 2 Gamified Customer Experiene Slide 3 Gamified Customer Experiene Slide 4 Gamified Customer Experiene Slide 5 Gamified Customer Experiene Slide 6 Gamified Customer Experiene Slide 7 Gamified Customer Experiene Slide 8 Gamified Customer Experiene Slide 9 Gamified Customer Experiene Slide 10 Gamified Customer Experiene Slide 11 Gamified Customer Experiene Slide 12 Gamified Customer Experiene Slide 13 Gamified Customer Experiene Slide 14 Gamified Customer Experiene Slide 15 Gamified Customer Experiene Slide 16 Gamified Customer Experiene Slide 17 Gamified Customer Experiene Slide 18 Gamified Customer Experiene Slide 19 Gamified Customer Experiene Slide 20 Gamified Customer Experiene Slide 21 Gamified Customer Experiene Slide 22 Gamified Customer Experiene Slide 23 Gamified Customer Experiene Slide 24 Gamified Customer Experiene Slide 25 Gamified Customer Experiene Slide 26 Gamified Customer Experiene Slide 27 Gamified Customer Experiene Slide 28 Gamified Customer Experiene Slide 29 Gamified Customer Experiene Slide 30 Gamified Customer Experiene Slide 31 Gamified Customer Experiene Slide 32 Gamified Customer Experiene Slide 33 Gamified Customer Experiene Slide 34 Gamified Customer Experiene Slide 35
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Gamified Customer Experiene

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Tim Bruysten: Gamified UX – Was wir aus dem Spiel für das Leben lernen
User Experience Roundtable Hamburg am 3.12.2018 http://uxhh.de/roundtable/archiv/index.html#Dez18

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Gamified Customer Experiene

  1. 1. Prof. Tim Bruysten richtwert Group: theta innovation GmbH | intelligence GmbH | brand & sense GmbH GAMIFIED CUSTOMER EXPERIENCE
  2. 2. Culture of Communication Culture of Digitalisation Culture of Acceleration Wir entwickeln Unternehmen. Identity Szenario Strategy Technology Innovation Gamification Themen Kunden Dienstleister Management Mitarbeiter Investoren Zielgruppen
  3. 3. Wir entwickeln Unternehmen
  4. 4. Wir entwickeln Unternehmen Gamification hilft uns, Menschen mitzunehmen,
 zu begeistern, zu binden, zu motivieren
  5. 5. Gamification steigert Aufmerksamkeit, Loyalität, Motivation und Produktivität.
  6. 6. WAS IST DAS GEGENTEIL VON SPIEL?
  7. 7. LETHARGIE
  8. 8. LETHARGIE Spiel CxP?
  9. 9. Fokus Foto: Tony Brooks
  10. 10. Teamgeist Foto: Jamie McCa"rey
  11. 11. Regeln Foto: Doha Stadium Plus Qatar
  12. 12. Progress Foto: greg westfall
  13. 13. Identifikation
  14. 14. ProgressFocus Team Rules Identification
  15. 15. System 1 System 2 Koordinierte Tasks Projektart vorgegeben, Thema frei Qualitätsgesicherte, klare Vorgaben arbeite wann Du willst Gemeinsame Infrastruktur arbeite wo Du willst Klare Deadlines liefere wann Du willst Klare Kompetenzen Diskussionen nach Belieben Boni Ruhm, Ehre, Idealismus Microsoft Encarta Wikipedia
  16. 16. Haben Können Sein
  17. 17. Foto: US Army Africa
  18. 18. Anerkennung Ehre Beziehungen Eros Essen Familie Idealismus Körperliche Aktivität Macht Neugier Ordnung Rache Ruhe Sammeln Status Unabhängigkeit Vertrauen
  19. 19. http://blog.mprove.net/2018/01/vonnegut/
  20. 20. TouchPoint: Online Shop Situation: Checkout / Payment Quality Description Behavior Example Online Offline Motivatio n Basics What the customer takes for granted Customers cannot / will not name these kind of requirements but will miss them badly, if not present Auto break Encryption Trust Expectation s What the customer states, when asked Customers are focussed on these requirements Horsepowe r Usability Order Enthusiasti cs What exceeds the customers expectations Customers will accept or not even recognise failures Flying car Contextual Advise Control, Collect Indifferents What the customer not cares about Customer will not recognise the existance or not existence Undersurfa ce color HTML nicely formatted – Reverses What the customer really don’t like Customer will reject the product Car stinks Some Payments with extra charge Trust
  21. 21. TouchPoint: Online Shop Situation: Checkout / Payment Quality Description Behavior Example Online Offline Motivatio n Basics What the customer takes for granted Customers cannot / will not name these kind of requirements but will miss them badly, if not present Auto break Encryption Trust Expectation s What the customer states, when asked Customers are focussed on these requirements Horsepowe r Usability Order Enthusiasti cs What exceeds the customers expectations Customers will accept or not even recognise failures Flying car Contextual Advise Control, Collect Indifferents What the customer not cares about Customer will not recognise the existance or not existence Undersurfa ce color HTML nicely formatted – Reverses What the customer really don’t like Customer will reject the product Car stinks Some Payments with extra charge Trust Trust Trust Order Collecting
  22. 22. TouchPoint: Online Shop Situation: Checkout / Payment Quality Description Behavior Example Online Offline Motivatio n Basics What the customer takes for granted Customers cannot / will not name these kind of requirements but will miss them badly, if not present Auto break Encryption Trust Expectation s What the customer states, when asked Customers are focussed on these requirements Horsepowe r Usability Order Enthusiasti cs What exceeds the customers expectations Customers will accept or not even recognise failures Flying car Contextual Advise Control, Collect Indifferents What the customer not cares about Customer will not recognise the existance or not existence Undersurfa ce color HTML nicely formatted – Reverses What the customer really don’t like Customer will reject the product Car stinks Some Payments with extra charge Trust Status Power Independence Curiosity
  23. 23. Alpha Bank Beta Bank Trust Easy Status Smart Power Flexible Private Social
  24. 24. PRE-SALES SALES AFTER SALES
  25. 25. AGENCY MASTERY RELATEDNESS Fortschritt Selbstwirksamkeit Zweck Netzwerk Klare Regeln Eigene Entscheidung Moral Kompetenzerleben Umweltverstehen
  26. 26. Studie im Web
  27. 27. Gamification steigert Aufmerksamkeit, Loyalität, Motivation und Produktivität.
  28. 28. Wir entwickeln Unternehmen Gamification hilft uns, Menschen mitzunehmen,
 zu begeistern, zu binden, zu motivieren
  29. 29. DANKE FOLLOW ME ON - Twitter: @timbruysten - LinkedIn: linkedin.com/in/bruysten - XING: xing.com/profile/Tim_Bruysten www.bruysten.com www.richtwert.eu
  30. 30. Prof. Tim Bruysten bruysten@richtwert.eu richtwert GmbH thinktank for an accelerated future www.richtwert.eu Akademie der Deutschen Medien gGmbH Salvatorplatz 1 80333 München www.medien-akademie.de brand & sense GmbH communication for networked markets www.brandandsense.com Mediadesign Hochschule Prodekan Gamedesign www.mediadesign.de Kommunikationswissenschaftler, Gründer, Unternehmer, Mitautor der Bitkom BigData Studie, Zahlreiche Vorträge und Workshops in Industrie und Wirtschaft zu Gamification, Social Media, BigData, Machine-Learning; Akkreditierung als Forschungsinstitut für innovative Technologien in Frankreich im Jahre 2011, Mittelstandsbotschafter der Verlagsgruppe Handelsblatt. Seit 20 Jahren selbstständig; geschäftsführender Gesellschafter der richtwert GmbH mit den Tochtergesellschaften intelligence GmbH (BigData, Machine-Learning, Deep-Learning), brand & sense GmbH (Kommunikation & Agentur), theta innovation GmbH. (Innovationsberatung, Technologiefolgenabschätzung, Change); seit 11 Jahren in der Hochschullehre mit Stationen in Maastricht und Aachen, seit 2011 Professor für Gamedesign an der MD.H Düsseldorf, seit 2013 Prodekan des Fachbereichs. KONTAKT

Tim Bruysten: Gamified UX – Was wir aus dem Spiel für das Leben lernen User Experience Roundtable Hamburg am 3.12.2018 http://uxhh.de/roundtable/archiv/index.html#Dez18

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