Stamford Interactive

Game of HomesJourneys and interactionsDraft at 4 March 2015

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Housing & support for our youth that are experiencing homelessness in Victoria

the scene the personas key component journeys

The product is Points that are tradeable for meaningful rewards, such as housing, food, data packs, and utility bills.

Players, community providers and suppliers can engage with the Game of Homes via app or web interface. Players will be aged between 16 – 25 and “at risk” of homelessness (i.e. eligible individuals).

Points are earned by:

• Players answering questions;

• Players participating in various skill-based opportunities (e.g. sports, the arts, science and technology, personal finances etc);

• Players participating in learning-based opportunities (education in bite size bits – breaking down curriculums);

• Players filling in short surveys about how they feel before and after participating in an opportunity - the data obtained from these surveys would allow insights to be gained from which we could tailor conventional and non-conventional ways of providing mental health support (i.e. counselling and fun, group-based opportunities, respectively); and

• Community Providers sending messages of support or follow up to the Players (which encourages and rewards the Player for building positive relationships).

Points can be accumulated at varying rates, depending on the stage of the game and type of behaviour learned via engagement with the game.

The GoH network aims to improve the mental health and employability of youth at risk of homelessness by providing a safe, fun and engaging environment that teaches autonomy and self-sufficiency. GoH is designed to promote connectedness and inter-dependence and is based on the concept of having a local community groups and suppliers support its youth at risk.

Karl has just turned 18 and has had

to move out of his foster care home, the tenth in his lifetime.

Karl would be a “Player” of the game.

Karl registers for GoH

Karl starts playing and earning points

Karl trades in his points for items of meaning to him

Karl uses his game history as resume and/or emotional/physical health history

Al registers his AFL club as a GoH community provider

Al logs an opportunity/ies

Al provides the opportunity and, once complete, verifies Karl’s participation

Al can track Karl’s progress and send support messages to Karl

John agrees, on behalf of Coles, to be a GoH supplier

Coles, or its customers, choose a % of profits, or premium, to pay when shopping

Coles pushes a QR code to Karl’s phone when Karl is ready to trade in some points

Karl purchases $50 worth of groceries and scans the QR code at the Coles checkout

Disclaimer: this example is meant to illustrate the use of customer experience visualisation and is not meant to be a complete analysis of the GoH network of systems.

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Al is the coach of a suburban AFL team. He wants to know how his sporting team can provide opportunities for young kids that may not be able to participate in sport.

Al’s football club is representative of a community group that could provide free opportunities for “Players”, and would be a “Community Provider”.

Al’s club is closely associated with the Carlton

AFL team and has managed to get Chris Judd to volunteer to spend 3 hours in a training session with Karl as a “Top Reward” if Karl participates in 3 more training sessions, and shows improvement.

John is the Head of Corporate Affairs/Marketing/CSR. Coles are a big supporter of homelessness initiatives and want to help.

As an initiative to increase customer loyalty, Coles subtracts 0.01% of profits from every transaction (or adds a premium to certain products – it could be different each day/week/month). The money raised would fund the monetised value of the points traded, for example $50 worth of groceries.

Coles is representative of the “Suppliers” that could provide valuable goods and services in exchange for points, to the value funded by their customers.

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Karl has just turned18, and was

forced to leave his State care arrangements.

Legislatively, there is no obligation on the State or Federal Government to provide for Karl after he is 18. He was living with a foster family (his tenth family in his lifetime); however, without funding the foster family was no longer able to continue to support Karl, and Karl wanted to move back with his mum.

Karl was born into homelessness, by a teenage mother with a history of substance abuse and violence. Karl was put into State care at the age of 3.

Karl could not afford a rental bond after his mum kicked him out and without knowing who to speak to about housing options or who to ask for financial aid, his only access to housing was to become homeless. To date, Karl has been able to sleep on friends’ couches but he doesn’t know how much longer this can last.

Overview of Karl’s journeys playing the Game of Homes

21Register for GoH

Start playing and earning points

Trade in points Use game history as resume/health history

Personal

Case worker

Community groups

Suppliers

Future employers

Social infrastructure capital / bonds (use of data to determine where dollar investment will have most impact) / Policy development

3Karl’s journeys:

This is an example of the four journeys that form Karl’s overall experience in playing the Game of Homes.

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Karl’s journeysRegister for GoH, Start playing and earning points, trade in points

Or, Berry St Institute identifies Karl as a Player that could use the help of the app, shows Karl how the app works and offers Karl a unique code which allows him to complete the download from iTunes

Karl has always wanted to learn more about the AFL teams but the websites had always felt overwhelming for him, he never had enough data available to surf the web, and it had always seemed like a waste of time because he was never able to fit in with a group of friends that he could chat about AFL

The app pushes a prompt through that asks Karl if he has completed the opportunity. Once Karl says “yes”, a verification request is pushed to the Community Provider. Once the Community Provider verifies that Karl has completed the opportunity Karl gets the bonus points

For example, once Karl “trades in” the points, Coles could either push a QR inventory code to Karl’s phone, or send him a voucher (similar to how Flybuys points are claimed).

Insights from Karl’s responses can be pushed to Karl’s case worker to tailor “intangible rewards” that could be built into the GoH. Case worker could draw on existing partnerships between their organisation and others (e.g. case worker is from HomeGround with existing p’ship with Reach). Intangible rewards could range from 1day activities to a 3 day camp with Reach.

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Karl’s journey 2 Start playing and earning points

Trade in points

Earning and trading in points

Task Earn BASIC points Earn BONUS points Trading points for REWARDSScenario For each question that Karl answers, he earns 1

point. After selecting “the teams” at stage 3c, but before the next question, Karl is asked whether he would like to explore AFL opportunities at this point, or continue to learn more. If Karl clicks “No”, further 1-point questions can be earned.

Karl clicks “yes” after Stage 3c. Stage 4a will display 2-3 unlocked opportunities and 2-3 locked opportunities. Karl will earn BONUS points for participating in an unlocked opportunity. Whilst points can be traded in, Karl’s accumulated points history will be determinative in releasing locked opportunities.

A function of the app/web interface will be a “newsfeed” of sorts, which would operate in a similar way to Gumtree. Karl could select a location (if different to the location in his profile settings) to then view the goods and services available and the amount of points required to claim those goods and services. However, for suppliers such as Coles and Telstra (that have multiple store fronts), goods required could be purchased via QR inventory codes automatically pushed to Karl’s phone.

Questions

ArtefactUse case

WireframeUser spec

Related project

1a. What would you like to learn about today?

2a. Which sport most interests you?

2b. Select options: AFL, soccer, hockey etc

2c. Selected “AFL”

3a. What would you like to learn about AFL?

3b. Select options: the rules, the teams, history

3c. Selected “the teams”

4a. List of unlocked & locked opps in your area

5a. Karl participates in opp

6a. Would you like to record how you’re feeling after this opp? (Y/N)

7a. Karl would like to undertake driving lessons.

8a. Karl needs to pay his electricity bill with Origin

8b. Conducts search for “Origin electricity”

7b. Conducts a search for “driving lessons”

Location, time and contact details are pushed to Karl, including transport details. 1hr before pick up, Karl has to confirm he can still participate (for RM/liability purposes).

Note that some “Suppliers” may wish to provide valuable opps as Bonus point opps rather than having to trade in points

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START PLAY

Level 1

1b. Select options: Sport, Science, Health, Business etc

1c. Selected “Sport”

App collates info for nearly teams and opportunities that have been logged by community providers and suppliers.

Research sources for options: school, TAFE, university subject areas. Could leverage from “Sortli” app

4b. Select unlocked opp: train w/ team, sit with coach during game

4c. Selected “train w/ team”

Level 2Level 3

As Karl accumulates a points history/record, more valuable

opps will be unlocked. Players earn points from subject they are interest in, so they get used to earning points. Then,

slowly introduce more difficult topics.

As Karl accumulates a points history/record, more valuable

opps will be unlocked. Players earn points from subject they are interest in, so they get used to earning points. Then,

slowly introduce more difficult topics.

5b. Have you completed your opp? (Yes / No)

5c. Selected “Yes”.

Push notification sent to community provider, Al, to verify participation. Upon verification from Al, Karl gets the bonus points.

6b. Selected “Yes” – back to basic points format of Q’s.

7c. Results displayed OR alternative results displayed

9a. Karl needs food for the week and know 50 pts = $25 at Coles

9b. Karl trades his points, gets a QR code, shops at Coles, then scans the QR inventory code. 7c. Results

displayed OR details of other electricity co’sinvolved in GoH(if Origin is not)

Coles (or GoH) analyses data to see what groceries are purchased. Further opps could be pushed to Karl based on his food choices.

If Alsends a support message to Karl, Karl gets bonus points for “developing a relationship”