Philip Fierlinger discusses how he used game mechanics and principles of tension and relief to make accounting software Xero fun and addictive. He explains that humans are wired to enjoy challenges that provide a sense of progress towards relief. Xero gamified tasks like bank reconciliations by turning them into a matching game that gives users a dopamine hit of satisfaction upon completing a match. Fierlinger argues that this same approach can be used to make other boring tasks more engaging.

1. DESIGNING
A GAME
CHANGER
Philip Fierlinger
Head of Design at Xero
philip@xero.com
Monday, 14 February 2011
Philip Fierlinger, design Xero. Heard of Xero? Use Xero?
Used simple game mechanics when designing Xero.
Few simple ideas you can use to create better user experiences.

2. WORDPLAY
Monday, 14 February 2011
Since we’re talking games, let’s play one now.

3. ACCOUNTING
Monday, 14 February 2011
First words come to mind when hear word accounting?

4. Boring
Tedious
Painful
Monday, 14 February 2011
This was our challenge when Started Xero
Perfect opportunity create experience - complete opposite

5. Sexy
Fun
Addictive?
Monday, 14 February 2011
More like this. Anybody think accounting can be like this?
Would make a lot of people happy

6. Monday, 14 February 2011
Frankly, we’re surprised we pulled it off

7. Monday, 14 February 2011
Hear this everyday people all over the world.
This is game changing.

8. Monday, 14 February 2011
Another quick game. Google this: “sexy fun addictive”.
How did we make accounting fun?

9. MONEY IS FUN!
And sexy. And addictive.
Monday, 14 February 2011
Think of it like Monopoly – it’s a no brainer.
Board games & video games use money as core component of game play.
Real money should be fun

10. HOW CAN YOU MAKE
___________
insert boring tedious thing
FUN?
Monday, 14 February 2011
If accounting can be turned into a fun game, anything can.
How do you take something awful & make it fun?
Pretty simple.

11. WE’RE WIRED FOR PLAY
THE GAME OF LIFE
Finding
Collecting
Matching
Sorting
Chasing
Avoiding
Choosing
Completing
Monday, 14 February 2011
We’re wired for play. Life is a game.
These behaviors are fundamental to survival.
Also fundamental to every game.

12. WE ENJOY A GOOD
CHALLENGE
Stimulates curiosity & imagination
Overcoming a challenge is rewarding
Exploration & discovery are addictive
It’s the opposite of boring
Causes tension we must relieve
Monday, 14 February 2011
We enjoy being challenged. Necessary for survival. Brain needs practice, builds skills, prepare
us for what’s lurking.
Body has natural reward system – dopamine. All addicts. We seek tension, so we can relieve it
& get our dope fix.

13. Simple formula
TENSION
+ RELIEF
= FUN
Monday, 14 February 2011
Boils down to a simple formula.
Think of sports. Take a ball. Add a hole. Instant fun.
Simple right? Few catches...

14. A GOOD CHALLENGE
Create tension with obvious start & end points.
Curiosity and imagination activated.
We need relief.
Monday, 14 February 2011
Thin line between good challenge & bad challenge. Good tension, bad tension.
Good challenge is tempting because relief seems so close you can almost taste it.
Direct feedback helps get you going.

15. VS UNSATISFYING
CHALLENGE
All (or no) tension. No relief in sight.
Monday, 14 February 2011
Bad challenge - all tension, no relief.
Or no tension - mindless busy work -
again we come back to accounting

16. RELIEFit’sWITHIN REACH
Most fun when just tauntingly out of reach.
Monday, 14 February 2011
It’s only fun if you KNOW you can win.
Also - fine balance between too easy and too hard.
When too easy = no tension. One more important factor...

17. THE MAGIC TOUCH
Unexpected details that delight the senses
Monday, 14 February 2011
Magic is ultimate fun, ultimate brain tease. Thrilling. Delights the senses, wonderment.
Makes the impossible seem within reach.
Why we all love Apple - specialize in delighting senses, make the impossible within reach.

18. GAMES WE PLAY
EVERYDAY
...without realising it
Monday, 14 February 2011

19. Monday, 14 February 2011
Every kid plays this game. You probably still do. Next time walking, catch yourself avoiding
cracks in the pavement.

20. Monday, 14 February 2011
Recognize this game? Leader board. People spends millions trying to game this system.
Adwords - digital horse track - a high stakes betting pool.

21. GOOGLE THE GAME
For businesses...
Google is a keywords leader board
Adwords is a high stakes betting pool
And for users...
Can I find it? Found it!
Learning better search terms
Monday, 14 February 2011
For users too

22. Monday, 14 February 2011
Look at the language. Won, lost. Leaderboard.
Anyone who’s been in a bidding war knows all about tension & relief.

23. Monday, 14 February 2011
Simple progress bar causes a tension, feel compelled to relieve.

24. Monday, 14 February 2011
Another leader board. Earn points for tweeting. Collect followers.

25. Monday, 14 February 2011
Seems new: the check-in. Of course not. One of most primitive games around: collecting
(badges).

26. Monday, 14 February 2011
To-do list as a game

27. ACCOUNTING
Monday, 14 February 2011
How did we turn accounting into something fun & addictive

28. I would rather face
root canal surgery
with no anesthetic
than do bank
reconciliations.
Devan Sabaratnam
Monday, 14 February 2011
The challenge we faced.
Turned pain point into killer feature.

29. Monday, 14 February 2011
Broken down to its essence – Bank reconciliation is simple matching.
Match bank transactions with invoices.
First game every toddler learns to play.

30. Monday, 14 February 2011
Tension & relief. See two things match. So tempting to click OK. Irresistible. Relief just a click
away.

31. Monday, 14 February 2011
So relieving when you do.

32. Monday, 14 February 2011
(not seeing magic touch - animation)
So satisfying, so fun, makes you want to do another. And another.
Theory when designed, weren’t sure if people would see it that way.

33. I would rather face root canal surgery with no anesthetic
than do bank reconciliations.
Xero however, actually makes bank reconciliations fun!
There is an almost 'game' like quality to the whole process,
and I am actually disappointed when it is all done.
Devan Sabaratnam
Monday, 14 February 2011
Remember our friend who prefers root canal? Here’s the rest of his quote.

34. HAVE A PLAY
Help your customers...
Count & Collect
Compare / Match / Sort
Achieve status
Experience tension & relief – within reach
Monday, 14 February 2011
Hopefully helped you see how easy can be.
Hopefully you can apply same principals in your work.

35. SCVNGR’s Game Mechanics Playdeck
Monday, 14 February 2011
In past year or two game mechanices become very popular subject.
Few books & resources.

36. XERO IS HIRING
DESIGNERS &
DEVELOPERS
Philip Fierlinger
Head of Design at Xero
philip@xero.com
Monday, 14 February 2011
If you found this interesting, you’re a designer or developer, please get in touch