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Enterprise Gamification Secret # 1: Closing the Loop

October 21, 2012 • gal

One of the secrets of a good Enterprise Gamification implementation is using a  “Closed Loop” approach.

First, we need to understand and define our gamification business goals (just like any performance management process). The second step is to recognize that we need to define the desired behaviors that will contribute to meeting the goals set for the gamification process. Don’t get confused by the “desired behavior” name: it doesn’t mean defining a key performance indicator, since we’re not focusing on how the behavior will be measured, or what its impact will be. The focus of gamification is the change we want to make in enterprise behavior – be it customer service, sales, or on-boarding processes. Gamification encourages and rewards sets of behaviors, not KPIs.

Once goals and behaviors are defined, the information is analysed and a “game” (i.e. the use of game mechanics within an enterprise setting, typically crossing several applications and following work processes) is designed.

In any case, it is important to simulate the game before it is rolled out into production. It is easy to be self-satisfied with the design process and not do a simulation, yet simulations are important. Only once we’ve verified that the game is encouraging the desired behaviors AND effecting performance as planned, then the game is ready to be rolled out into production.

And this, of course, is all to say that good gamification processes and implementations should be open to iterations and optimizations.

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