Sponsored Interaction Design Project • SJSU
An enterprise software that motivates case workers to progress through their career.Jump to design processExplore the prototype
During a graduate interaction design course, I worked with a classmate to apply game design principles to software at a fraud detection company, ACME.
ACME sponsored this project with a design brief detailing the goals and pain points of their employees. They had recently faced a wave of resignations from their case workers, and challenged our class to redesign their software to motivate case workers to stay at ACME longer.
Fall 2022 – 4 weeks
Case workers review up to 100 cases each week to flag suspicious activity for ACME. Each day feels the same for many case workers, leading to burn out.
Case workers are resigning from ACME, putting pressure on remaining case workers to handle the backlog of cases.
Case workers are resigning because they don't see a clear path to success in their career: they want to know that their day-to-day efforts will be recognized and pay off in the long run.
Growth and impact are the top 2 motivators based on case worker's pain points and goals. My classmate and I targeted these motivators to design the new case worker software.
Game theory principles can be used to motivate people at work, as long as the game seems fair and the outcomes are aligned with the employee's goals and ambitions.
My classmate and I applied game theory to ACME's workflow in 3 steps to meet business goals while motivating case workers to progress through their career, or 'play the game'.
Gamify business goals
ACME relies on their employees to make case recommendations by marking them as fraud or a false positive. Each recommendation case workers make will train AI models and influence ACME’s ability to automate fraud detection.
To stay competitive in the fraud detection space, ACME needs case workers to perform 2 key object-action interactions: make recommendations on cases and AI models.
Design for case worker motivations
We designed 2 tiers of games to motivate case workers as they make recommendations for cases at ACME.
Game 1 motivates case workers by tracking their career growth as they work through cases, while Game 2 highlights case worker's impact as they identify trends in fraud and communicate with their teams.
Implement game mechanics
Both Game 1 and 2 follow the same reward structure: make case recommendations, earn points, get rewards. Game 1 is focused on motivating newer case workers by highlighting their career growth as they work towards bonuses and promotions, while Game 2 shows seasoned case workers the impact they are making.
The game's motivators and rewards evolve as case workers gain more experience, which keeps them engaged and looking forward to their next accomplishment at ACME.
My classmate and I adapted ACME's enterprise design system to create an engaging workday experience for case workers by highlighting their growth and impact.
Now, case workers see how their day-to-day work impacts their progress towards pay bonuses, prizes and career growth.
Track progress towards pay bonuses and promotions
By making case recommendations, opening updates from their manager, and joining company-wide competitions, case workers can earn points towards prizes, pay bonuses, and promotions. The dashboard gives case workers feedback on how much progress they've made and what they need to accomplish to earn the next reward.
Leave feedback on cases to earn more rewards
The queue is where case workers are reviewing cases and spending most of their time. They're rewarded with points for voting on fraud trends and leaving feedback for each recommendation: points encourage case workers to step through each stage of a thorough case investigation.
Earn prizes for competing with anyone at ACME
Case workers can compete for prizes by submitting the most recommendations for cases. New prizes are added to arena competitions each pay period to incentivize case workers to join new competitions regularly.
Disclaimer: The designs, content, and experiences portrayed are purely conceptual and not guaranteed to be built in their full actuality. Furthermore, "ACME" is a codename for the project during the visioning phase and will not be used in-market.
Introducing gamification to enterprise software can be tricky, as employees generally can't opt out of the products their company uses. Our solution rewards required actions in ACME'S workflow and adds voluntary competitions to the mix, so case workers can focus on the basics of their career until they want to take on more.
In the future, case workers might have the opportunity to earn badges for learning new skills at ACME to inspire more growth and collaboration. I hope our ideas inspire ACME to incorporate game elements to relieve burn out for their case workers!
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