ENTERPRISE GAMIFICATION Engaging people by letting them have fun Mario Herger mherger http://www.enterprise-gamification.com/ http://www.gamificationcommunity.com/ www.enterprise-gamification.com www.gamificationcommunity.com
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
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
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!
GAMIFIED EXAMPLES YOU HAVE PLAYED Frequent Flyer Programs
GAMIFIED EXAMPLES YOU HAVE PLAYED LinkedIn
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 2011 2012 2013 2014 2015 2016 M2 Research Global 2000 70 % 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 1000 40 % will use gamification as primary vehicle to transform business operations by 2015 Gartner
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: http://enterprise-gamification.com/index.php/en/facts
FLOW KEEPING THE BALANCE Mihaly Csikszentmihalyi: Flow: The Psychology of Optimal Experience, 1991 Beyond Boredom and Anxiety: Experiencing Flow in Work and Play, 1975
GAME DESIGN ELEMENTS Gamification.org: http://gamification.org/wiki/game_mechanics
MARRIOTT
AMERICA S ARMY
MINDTICKLE ALL ABOARD
TALENT MANAGEMENT
THE HOLISTIC STRATEGY Achievements Developer tools Communication tools & channels DevStudio ABAP Workbench Business Applications Processes Office tools Travel Expense System Call Center Leave Request
GAMIFICATION TECHNOLOGIES CRM Loyalty Universalists Social HCM Support & QA Sustainability Full list: http://enterprise-gamification.com/index.php/en/resources/platforms
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
LEVELING UP _ THE OTHER BOOK Gamification at Work Designing Engaging Business Software By Janaki Kumar & Mario Herger Available since May 2013 165 pages Order at Amazon
LEVELING UP - WORKSHOPS Online Enterprise Gamification (English) 3,5 hrs, 20 lectures http://www.udemy.com/enterprise-gamification Enterprise Gamification (Deutsch) 3,5 hrs, 20 lectures http://www.udemy.com/enterprise-gamification-deutsch Gamification - Basic Course (English) https://www.coursera.org/course/gamification Classroom Enterprise Gamification (1-2 Day workshops) http://enterprise-gamification.com/index.php/en/workshops
ENTERPRISE GAMIFICATION THE TEAM Mario Herger Yu-kai Chou Marigo Raftopoulos Roman Rackwitz
GAME ON! Mario Herger Email: Twitter: Web: Community: Workshops: mario.herger@gmail.com @mherger www.enterprise-gamification.com www.gamificationcommunity.com http://enterprise-gamification.com/index.php/en/workshops