You win! Applying gamification to user assistance

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Slides from UAEurope 11 conference: You win! Applying Gamification to User Assistance. For more information on applying gamification to technical communication and other documentation strategies, feel free to contact me.

Technology

You Win!
Applying Game
Theory to User
Assistance
Ellis Pratt
Cherryleaf

Who I am
What is gamification?
Why include it?
Examples of games in User Assistance
Limitations
Summary

Director of Cherryleaf
Technical Writing Services Company

We offer:
Projects
Training
Recruitment

What is gamification?

Use of game
mechanics & rewards
in non-games

Games are not
always obvious
Frequent flyer points
Badges and stickers
Google AdWords
Groupon.com

Features of a game
A goal
Rules
A feedback system &
Voluntary participation.

Features of a game
Desired behaviour
Leaderboard
Challenges
Participation &
Fun.

Games are massively
popular

wiki?
A. Wikipedia

popular wiki?
A.

Games engage users

Affective learning
Attention economics

Goals & Challenges

Atlassian Dragon Quest
Microsoft Ribbon Hero 2

Is it a game?
A goal ✔
Rules ?
A feedback system ✘
Voluntary participation ✔
Desired behaviour ✔
Leaderboard ✘
Challenges ✔
Participation ✔
Fun ?

Atlassian Dragon
Quest

616
T-shirts served
1 per working day

Atlassian Dragon
Quest

4
Twitter unique users/day

Points, badges and
leaderboards

Adobe
MadCap Software

Limitations
Time & skills needed to create a
game
People will game the system
You can do evil

covered
Extrinsic v Intrinsic motivators
Types of players
User Interface issues
Integrating with Support and Training

Summary
Games come in many
different and unusual forms

Games theories are starting
to be applied to User
Assistance

Make the UA element part of
a bigger game

More information

Cherryleaf Newsletter
Cherryleaf blog
Our ebook

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You win! Applying gamification to user assistance

1. You Win! Applying Game Theory to User Assistance Ellis Pratt Cherryleaf

2. Who I am What is gamification? Why include it? Examples of games in User Assistance Limitations Summary

3. About Me

4. Director of Cherryleaf Technical Writing Services Company We offer: Projects Training Recruitment

5. What is gamification?

6. What is gamification? Use of game mechanics & rewards in non-games

7. Games are not always obvious Frequent flyer points Badges and stickers Google AdWords Groupon.com

9. Features of a game A goal Rules A feedback system & Voluntary participation.

10. Features of a game Desired behaviour Leaderboard Challenges Participation & Fun.

11. Why include it?

12. Games are massively popular wiki? A. Wikipedia popular wiki? A.

13. Games engage users Affective learning Attention economics

14. Examples

15. Goals & Challenges Atlassian Dragon Quest Microsoft Ribbon Hero 2

16.

17. Is it a game? A goal ✔ Rules ? A feedback system ✘ Voluntary participation ✔ Desired behaviour ✔ Leaderboard ✘ Challenges ✔ Participation ✔ Fun ?

18. Atlassian Dragon Quest 616 T-shirts served 1 per working day

19. Atlassian Dragon Quest 4 Twitter unique users/day

20. Ribbon Hero 2

21. Is it a game? A goal ✔ Rules ✔ A feedback system ✔ Voluntary participation ✔ Desired behaviour ✔ Leaderboard ✔ Challenges ✔ Participation ✔ Fun ✔

22. Points, badges and leaderboards Adobe MadCap Software

23.

24.

25. Is it a game? A goal ✘ Rules ✘ A feedback system ✔ Voluntary participation ✔ Desired behaviour ✔ Leaderboard ✔ Challenges ✘ Participation ✔ Fun ✘

26. Taking a unified approach Dropbox

27.

28. Is it a game? A goal ✔ Rules ✔ A feedback system ✔ Voluntary participation ✔ Desired behaviour ✔ Leaderboard ✘ Challenges ✔ Participation ? Fun ?

29. Limitations

30. Limitations Time & skills needed to create a game People will game the system You can do evil

31. covered Extrinsic v Intrinsic motivators Types of players User Interface issues Integrating with Support and Training

32. Summary

33. Summary Games come in many different and unusual forms Games theories are starting to be applied to User Assistance Make the UA element part of a bigger game

34. More information

35. More information Cherryleaf Newsletter Cherryleaf blog Our ebook

36. info@cherryleaf.com www.cherryleaf.com

You win! Applying gamification to user assistance

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