Gamifying the

pursuit An agile and realistic approach

Madhusudan Rao (Madhu)

@madhugr

2

Introduction

• Madhu is a solution Architect for Dell

• Based at Bangalore, India

• Travel 50% of time, working with

Banking customers

• Gamification is pet project – coming

soon “Transforming Learning and IT

Management through Gamification”

• Looking to learn from others experiences

• @madhugr

3

Gamification

Gamification in an enterprise

External Customer-facing initiatives and

programs e.g. Loyalty rewards,

Frequent-flyer points

Org-wide Common games for all

employees within an

organization e.g. Internal Crowd-

sourcing initiatives

Group-specific Logically grouped within a

section of organization e.g. HR

On-boarding, Recruitment, Fund

Management programs

4

The Problem to solve

Information in SFDC is incomplete

Sales Metrics

Confusion between Sales and support teams

Sales Support teams use SFDC information for planning

Pursuit information in SFDC –

to be Single Source of Truth

Management Information is

inaccurate

Customer is impacted due

to delays

5

Dell’s framework for gamification

Identify users

• Understand engagement

Models

• Create Game Mechanics

• Drive Employee Adoption

• Build Collaborative

Community culture

• Provide proof of success

for increased adoption

Connect

Behavioral Economics

• Create stickiness to

products and services

• Analyze failures &

successes

• Provide rapid Feedback

• Increase Transparency

• Encourage healthy

competition

• Report & Replicate

Protect

Define goals

Transform

• Evaluate Business

Process

• Identify clear long-term &

short-term goals

• Identify User & Segment

• Recognize the playing

ground

Inform

Reward engagement

• Motivate Participation

• Enrich end-user

experience

• Measure evidence of

accomplishment

• Offer rewards for Loyalty

& Advocacy

• Measure rise in

productivity

6

Where do we start? MVP and MVA

• Questions that came to one’s mind

– How do we start?

– Which tools do we use? Is it going to be expensive?

– What if the tool does not suit our requirement?

– How do we prove our strategy first?

• Use Agile techniques to start

– Create a Minimum Viable Product (MVP)

– Release to a Minimum Viable Audience (MVA)

– Demo newer features to users for early feedback

– Start with everyday tools (e.g. Microsoft Excel with macros)

– Prove the concept and monitor response

• Using metrics of MVP, ask for a bigger budget and a wider audience!

7

Solution on a Page

Features

• Karma Points for pursuits – reward for timely completion and accuracy of data

• Badges identify experts with strategic wins

• Special Badges to identify experts in specific areas

• Leaderboard for friendly competition among the team

Points

• Additional Karma points for increased accuracy

• Encourage faster completion of pursuits

• Special achievements receive focus from Managers

• Points are reset at end of financial year

• Rules are evaluated with team before start of new year

Benefits

• Increased MI capability on performance/status of pursuits

• Higher Visibility to Manager in terms of reports and missing data

• Play and Learn – Helps everyone understand gamification

• Accuracy of data in systems mean increased customer delight

8

The eco-system

9

Impact

The introduction to gamification and associated tooling has helped increase motivation within the team. While it has helped bring on the dimension of excitement and friendly competition, it has also helped bring fun and rigor in carrying out mundane tasks, promoting the right behaviors expected of the team.

- Global Solution Design Head, BFSI, Dell

100%

MI Reporting

90%

N/A

80%

100%

Pursuit Compliance

90%

N/A

80%

100%

90%

80%

70%

Retention

60%

100%

Customer adherence

90%

N/A

80%

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Motivation Strive for excellence;

increased productivity

Multi-culture Globalization; teams

from multiple

geographies; new

challenges

Trainings Completed as a rote; need

alignment to career growth

HR Policies Need the human touch

Intranet Include gamification to

improve collaboration

Remote Support

Social Enterprise

Geographical

Split

Game techniques

Manager Focus on 'softer' aspects;

better tools to proactively

work on shortcomings

Pursuit Support

Productivity

Tracking

Mentoring

Processes,

Procedures

Work-Life Balance

Next Steps

Karen

Alex Paul

Anand

Ashish

Employees

Gamification

11

Thank You