ENTERPRISE GAMIFICATION

Transcription

1 ENTERPRISE GAMIFICATION Engaging people by letting them have fun Mario Herger mherger

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4 PHUNNY PHACTS Average age of gamers in years: 37 % of gamers older than Fifty: 25 % of youth playing computer & video games: 97 % of female gamers: 42 Social vs. Competitive Games: >3:1 Avg. of hours/week played in World of Warcraft (WoW): 22 # of articles in WoWWiki: 250,000 Rank of WoWWiki compared to all Wikis: 2 nd Rank of Wikipedia: 1 st Most popular games played by US soldiers in Iraq & Afghanistan when off-duty: Halo, Call of Duty

5 THE GRASS IS GREENER Game Tasks repetitive, but fun repetitive and dull Feedback constantly once a year Work Goals clear contradictory, vague Path to Mastery clear unclear Rules clear, transparent unclear, in-transparent Information right amount at the right time too much and not enough Failure expected, encouraged, spectacular, brag about it Status of Users transparent, timely hidden Promotion meritocracy kiss-up-o-cracy Collaboration yes yes Speed/Risk high low Autonomy high mid to low forbidden, punished, don t talk about it Narrative yes only if you are lucky Obstacles on purpose accidental

6 DEFINITION Gamification is the use of game design elements in non-game context to solve problems and engage audiences. Enterprise Gamification ensures gameful experiences to support players overall value creation to indirectly support entities overall value creation. Make work more fun!

7 GAMIFIED EXAMPLES YOU HAVE PLAYED Frequent Flyer Programs

8 GAMIFIED EXAMPLES YOU HAVE PLAYED LinkedIn

9 ENTERPRISE GAMIFICATION MARKET Millions $3,000 $2,500 $2,000 $1,500 $1,000 $500 $0 Gamification Software Market: $2.8B by 2016 Enterprise Gamification Software Market: 38% in 2012 = $92Mio M2 Research Global % will have at least one gamified application by 2014 Innovators 50 % will gamify innovation processes by 2015 A little fun can go a long way, especially in the enterprise. If a company like SAP can not just reach these users, but engage them in a gamified experience that is compelling and fun, SAP can potentially make users something more than just users: they can be participants in a community environment where that old coercive model of engagement is a thing of the past. Joshua Greenbaum, February, 2011 SAP Plays Games with the Analysts, and the Gamification of the Enterprise Begins Global % will use gamification as primary vehicle to transform business operations by 2015 Gartner

10 GAMIFICATION FACTS ROI-RELATED 1. LiveOps: call-time reduction by 15%; 8-12% increase in sales; training effort reduced from 4 weeks to 14 hours; trained agents outperformed peers by 23% in call handle time and +9% in customer satisfaction 2. Objective Logistics: 1.8% increase in sales, 11% increase in gratuities, $1.5Mio more revenue 3. Department of Work and Pension / UK: $41 million in hard savings by innovating its business processes; 21 million benefits 4. CaLLogix: saved $380,000 during the first year of the program that equates to $2,000 per employee! reduced attrition by 50% and absenteeism by 80% 5. Engine Yard: 20% reduction in tickets per customer on average 6. Allstate: saved the company $18 million a year in adjusters' time. 7. Investorville: the game generated about 600 loans 8. HP - Project Everest: aimed for 50% of revenue growth achieved 56.4% 9. Teleflora: conversion rate improved by 92%. 10. Moosejaw: The $10 gift card led to an average basket size of $66 nearly seven times the initial value. Of the new customers, 34% went on to make additional purchases within 90 days. The average basket size of those additional purchases was more than $150. Sources:

11 FLOW KEEPING THE BALANCE Mihaly Csikszentmihalyi: Flow: The Psychology of Optimal Experience, 1991 Beyond Boredom and Anxiety: Experiencing Flow in Work and Play, 1975

12 GAME DESIGN ELEMENTS Gamification.org:

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14 AMERICA S ARMY

15 MINDTICKLE ALL ABOARD

16 TALENT MANAGEMENT

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18 THE HOLISTIC STRATEGY Achievements Developer tools Communication tools & channels DevStudio ABAP Workbench Business Applications Processes Office tools Travel Expense System Call Center Leave Request

19 GAMIFICATION TECHNOLOGIES CRM Loyalty Universalists Social HCM Support & QA Sustainability Full list:

20 LEVELING UP THE BOOK Enterprise Gamification Engaging people by letting them have fun. The Guide to Happy Birds with Gamification. By Mario Herger Available November 2013 on Amazon.com 700 pages >200 gamification examples across all industries and functional areas 60+ gamification platforms and technologies presented 200 pages how to gamify Everything you need to know to apply gamification in the enterprise

21 LEVELING UP _ THE OTHER BOOK Gamification at Work Designing Engaging Business Software By Janaki Kumar & Mario Herger Available since May pages Order at Amazon

22 LEVELING UP - WORKSHOPS Online Enterprise Gamification (English) 3,5 hrs, 20 lectures Enterprise Gamification (Deutsch) 3,5 hrs, 20 lectures Gamification - Basic Course (English) Classroom Enterprise Gamification (1-2 Day workshops)

23 ENTERPRISE GAMIFICATION THE TEAM Mario Herger Yu-kai Chou Marigo Raftopoulos Roman Rackwitz

24 GAME ON! Mario Herger Twitter: Web: Community: