12. There’s a never ending supply of it, and
whoever figures out how to harness that
energy is going to win.”
“Human motivation is like
cold fusion for loyalty.
Rajat Paharia
Founder, Bunchball
21. The Ten Key Mechanics Of Gamification
1. FastFeedback
2. Transparency
3. Goals
4. Badges
5. LevelingUp
6. Onboarding
7. Competition
8. Collaboration
9. Community
10. Points
22. BIG DATA GAMIFICATION
LOYALTY
3.0+ =MOTIVATION +
The 5 Intrinsic
Motivators:
Autonomy
Mastery
Purpose
Progress
Social
Gartner’s
3Vs:
Volume
Velocity
Variety
The 10 Key
Gamification
Mechanics:
Fast Feedback
Transparency
Goals
Badges
Leveling Up
Onboarding
Competition
Collaboration
Community
Points
24. Gamification = Motivating People Through Data
Motivating
Better
Performance
Gamification captures the
BIG DATA that:
• Consumers
• Partners
• Employees
generate as they interact with
online experiences, and uses
that data to create a more
engaging experience and drive:
• Better Performance
• Better Business Results
• Competitive Advantage
LearningCollaborationService
Online
Experiences
BIG DATA
on User
Activity
25. Gamification = Motivating People Through Data
Motivating
Better
Performance
• Reward and
Recognize
• Measure and
Motivate
• Reputation
• Loyalty
• Guiding & Amplifying
High Value Activity
LearningCollaborationService
Online
Experiences
BIG DATA
on User
Activity
38. LMS Journey
Courses
Welcome Widget
3. Course GHI
1. Course ABC Couse
2. Course DEF
CTA
CTA
CTA
STEP 1
Download!
Course ABC
STEP 2
Take Quiz!
Course Content
Far far away, behind the word mountains, far from the
countries Vokalia and Consonantia, there live the blind
texts. Separated they live in Bookmarksgrove right at the
coast of the Semantics, a large language ocean.Far far
away, behind the word mountains, far from the countries
Vokalia and Consonantia, there live the blind texts.
Separated they live in Bookmarksgrove right at the coast
of the Semantics, a large language ocean.
A small river named Duden flows by their place and
supplies it with the necessary regelialia. It is a
paradisematic country, in which roasted parts of
sentences fly into your mouth.
A small river named Duden flows by their place and
supplies it with the necessary regelialia. It is a
paradisematic country, in which roasted parts of
sentences fly into your mouth.
Video XYZ
STEP 4
Take Quiz!
STEP 3
Watch Video!
Course ABC Quiz
Answer 3
Answer 2
Answer 1
1. Quiz Question ABC
CTA
WOW!
100%
STEP 5
Watch Video 2
Video XYZ Quiz
Answer 3
Answer 2
Answer 1
1. Quiz Question ABC
CTA
WOW!
100%
1.0 2.0 3.0
4.0 5.0
39.
40.
41.
42.
43. Results:
21% course completion rate
44% better retention than other products
3x time on site
400% increase in social sharing
44.
45.
46.
47.
48.
49.
50.
51.
52. Customer loyalty drives profitability and growth
Customer satisfaction drives customer loyalty
Value drives customer satisfaction
Employee productivity drives value
Employee loyalty drives productivity
Employee satisfaction drives loyalty
Employee engagement drives employee satisfaction
Putting the Service-Profit
Chain to Work
HBR OnPoint, 2000
68. LiveOps – My Work Community
GamificationElements:
• Earnpointsbyhittingperformancegoals,completing
certifications,andinteractingwiththecommunity
• Applyforcertainopportunities,choiceofshift,etc.
• Badgessignifyaccomplishedtrainingandperformancegoals
• Profilepagesandleaderboardsshowagentswheretheystand
69. Results:
80% opt-in within 1 week of roll-out
Reduced onboarding from 4 weeks to 14 hours
Outperformed peers by 23% in avg call handle
time Boosted customer sat by 9%
2011 CLO “Excellence in Social Learning” Awards
71. Ford of Canada – The Ford p2p Cup
• Trainsales and service reps across 450 dealerships
• Goals:
• Drivesitetraffic
• Combatunder-utilizationofvaluableresources
• Encourageinformalandformallearning
• From“haveto”to“wantto”usep2pCup
73. • Motivate learning, watching informational videos, downloading and consuming the
latest product information, and taking web courses.
• Participants can earn RPMs (points) and Gear Up (level up), work toward individual
goals, earn badges that are visible in a trophy case, compete with their peers on
leaderboards, work together to accomplish team goals, compete against other
dealerships, and receive real-time feedback as they engage in desired behavior.
74. Ford of Canada – The Ford p2p Cup Results
• A417%increaseinsiteusagevs.thesameperiodthepreviousyear
• Withinthefirstthreemonthsoftheprogramthesiteexceededthe
trafficvolumeoftheentirepreviousyear
• ApositivecorrelationbetweenengagementintheFordp2pCupand
keyperformancemeasuresincludingsalesandcustomersatisfaction
• Increasedengagementbyyoungeraudiences,whichrepresented40%
ofthetotalaudience,intheFordp2pCup
• Anincreaseinvolunteerlearning–participantscompletingcourses
aboveandbeyondwhattheywererequiredtodofortheirannual
certificationrequirements
• Amonthovermonthincreaseinengagementwiththeirprogramas
wordofmouthspreadamongthesalesandservicecommunity
76. T-Mobile– T-Community
Engagemore than30,000 frontlinerepresentativesso they
can effectivelyrespondto customers’queries,even as the
devicesthey sell and supportgrow more complex.
• Goals:
• Toprovidesuperiorcustomersupportandexpediteresolution
rates
• Tomotivatecustomercareandretailstorerepresentativesto
makeT-Mobile’sonlinesocialbusinesscommunitytheirgo-to
resourceforansweringcustomerquestions.
102. Gary Ellis, VP
International Digital @
Viacom:
"Time spent increased, the overall engagement
increased, and whether or not the activity
happened on a PC, a smartphone or a tablet,
everything connected to all the social networks
and with each other.
We absolutely want everything to be as
integrated, shareable and connected as
possible."
103.
104. Results:
30% Increase in Overall Site Traffic
47% Increase In Online Merchandise Sales
130% Increase In Page Views
47% Increase In Return Visits
106. BIG DATA GAMIFICATION
LOYALTY
3.0+ =MOTIVATION +
The 5 Intrinsic
Motivators:
Autonomy
Mastery
Purpose
Progress
Social
Gartner’s
3Vs:
Volume
Velocity
Variety
The 10 Key
Gamification
Mechanics:
Fast Feedback
Transparency
Goals
Badges
Leveling Up
Onboarding
Competition
Collaboration
Community
Points
120. The 7 Steps
1. Problem
2. Audience
3. Behaviors
4. KPIs
5. Mission Statement
6. Playing Field
7. ROI
121. The 7 Steps
1. Problem
2. Audience
3. Behaviors
4. KPIs
5. Mission Statement
6. Playing Field
7. ROI
122. The 7 Steps
1. Problem
2. Audience
3. Behaviors
4. KPIs
5. Mission Statement
6. Playing Field
7. ROI
123. The 7 Steps
1. Problem
2. Audience
3. Behaviors
4. KPIs
5. Mission Statement
6. Playing Field
7. ROI
124. The 7 Steps
1. Problem
2. Audience
3. Behaviors
4. KPIs
5. Mission Statement
6. Playing Field
7. ROI
125. KPI Definition
1. IncreasedAdoption&ContinuousEngagementofbusinesstools
2. Influenceandmotivatespecificbehaviorsimpactingenterprisesuccess
• Increasedactivity
• Fasteron-boarding
Short-term adoption (Quick wins) Long-term engagement
• Betterdataformanagementdecision-making(CRM)
• Increasedcompliance(HCM)
Significantly different business outcomes are driven by these measures…
• Points,Goals,Competition
• Mastery,Levelingup
+ Game Mechanics*
*Most if not all of the 10 game mechanics can lead to increases in long term engagement when applied correctly,
specifically Fast Feedback, Transparency & Goals.
• Increasedpipeline
• IncreasedUser-GeneratedContent
• ProductivityIncrease
• ProficiencyIncrease
• Goalsrelatedtoleads&sharing
• Newsfeeds,Community
• Progress,Goals,Competition
• LevelingUp
• IncreaseSales(CRM)
• Increasedcalldeflection(SocialCollaboration)
• Decreasedtimetoresolution(CRM)
• Highercustomersatisfaction(CRM)
126. The 7 Steps
1. Problem
2. Audience
3. Behaviors
4. KPIs
5. Mission Statement
6. Playing Field
7. ROI
gamification + KPIs = goal attainment
127. The 7 Steps
1. Problem
2. Audience
3. Behaviors
4. KPIs
5. Mission Statement
6. Playing Field
7. ROI
129. The 7 Steps
1. Problem
2. Audience
3. Behaviors
4. KPIs
5. Mission Statement
6. Playing Field
7. ROI
130. The 7 Steps – Complete!
1. Problem
2. Audience
3. Behaviors
4. KPIs
5. Mission Statement
6. Playing Field
7. ROI
131. The 7 Steps Become Your Business Case
5. MissionStatement
4. KPIs
7. ROI
6. Playing Field
1. Problem
2. Audience
3. Behaviors
This willempoweryou to sell to internalstakeholders.