Practical Steps for Microlearning and Gamification

Roni Floman, VP Marketing

TIME FOR DEFINTIONS: A GAME AT WORK?

GAMIFICATION: A FITNESS TRACKER @ WORK

FOCUS ON MIDDLE PERFORMERS

INTRINSIC DRIVE: COMPETE AGAINST YOURSELF

DAILY DOSE OF LEARNING

• Digital motivation for learning works

• Feed daily

• Strong communications potential

MICROLEARNING IS KINGGoldfish attention span

• Short

• To the point

PERFORMANCE IS A CONTENT DRIVER

• Tie KPIs to learning• Boosters

• Next Best Action

• Context, just-in-time

MICROLEARNING IN PRACTICE• Re-use existing content

• Radically cut time-to-launch

• Shorten and simplify• A quiz

• A simulation

• Blended sessions with links

SUBSCRIPTION LEARNING• Research: learning repetition is

invaluable

• Spaced repetitions

• Retrieval practice

• Quizzes and “question banks” –easy and effective

THREADED LEARNINGContinuous messaging and activities keep an open line of communication while playing and learning

A DIFFERENT THREAD EVERY DAYCombine several threads for daily engagement

90% is achievable!

THREADS IN ACTION

CAMPAIGN-BASED APPROACHTune performance & learning:

• Stress what’s important

• Keep KPIs dynamic

• Drive new areas for focus

KEEP IT REAL AND IN CONTEXT

Research shows that people better remember learning in context

• Real life workplace

• Real-life situations

• Feedback works!

MIND THE GAPS –KNOWLEDGE GAPS

Change performance by changing behaviors

• Think about the most significant behavior change needed (e.g. safety)

• Avoid meaningless or trivial content

PERSONALIZE AND ADAPT• Align with player goals and

expected knowledge

• Personal learning paths • Based on role

• Actual performance

• Profile and needs

• Time

• Adapt where possible

CITY - Learning & onboarding SCAVENGER - Knowledge & training

ZOMBIES - Learning RACE - Performance

USE NARRATIVES

A powerful metaphor, great for social proof

GET THE MOST FROM EACH TOOL

PERFORMANCE AND NOT SMILE SHEETS

ANALYTICS

• Measure, analyze and optimize

• Proficiency, productivity and competence

REPLACING THE LMS?

MICROSOFT CONSUMER SUPPORT SERVICES

• 12 BPO Vendors

• 45 global locations

• 7 languages

THE EMPLOYEE LEARNING & PERFORMANCE LIFECYCLE

Newbie• Onboarding

• Learning Narrative

Novice• Weighted

performance

• Race

• Repetition

Master• Full Performance

• Reinforce learning

• Race

COLLECTION CALL CENTER

• Campaign with dynamic KPIs

• In-app messages

• Raffle – collect tickets each time you hit a target

• Green day red day – for the most important KPI

GAMEFFECTIVE AT-A-GLANCE

• SaaS based platform

• Supercharge learning and performance

• Top-tier customers• Collection centers

• BPOs

• Telecoms

• Financial

Don’t forget the human touch!Kudos, recognitions, celebrations, karma