ACME Gamification Project

Making the workday fun for ACME Caseworkers

timeline

October - December 2023

role

Interaction Designer

deliverables

Case Worker Dashboard, Gamification Plan

tools

Axure RP, Figma, GDocs, GSheets

context

ACME offers AI-driven identity verification, biometric authentication, and fraud prevention solutions, enabling businesses to securely verify customer identities, streamline onboarding, comply with regulations, and reduce fraud risks across industries.

This case study documents the redesign of a web app for a company (referred to as ACME for confidentiality). The project aimed to improve employee retention and performance. The design concepts presented in this case study have been reviewed by company representatives.

The Problem

We found that inefficiency and lack of visibility are major challenges in case management.

Overloaded Caseworkers

Caseworkers often feel overwhelmed with too many cases, and there's no clear system for fairly distributing the workload.

Lack of Transparency

Caseworkers need a better way to track case progress. This makes it hard for caseworkers to understand the situation and ensure cases are resolved on time.

Inefficient Processes

Many of the current processes are manual and time-consuming, leading to errors and delays.

Guiding questions

How can we increase employee engagement and job satisfaction for the remaining team members?
How can we ensure that the remaining employees maintain high levels of performance and continue to produce high-quality work?

Who are our users?

Adam, 32

Senior Caseworker

Responsible for handling flagged transactions for fraud detection.

He faces challenges in managing his caseload, as he lacks clear visibility into his queue, the time spent on cases, and the impact of fraud prevention on company revenue. He wants efficient access to case information, tools to track his and his team's performance, and a way to communicate findings effectively. Adam aims to maintain a high-performance score while managing a growing workload due to high employee turnover.

Goals

Efficient case management with the correct priority.
Clear understanding and communication of cases.
Maintain high team performance and personal Net Promoter Score (NPS).

Needs

Clear case directives, easy case summaries, relevant data, performance tracking, and documentation tools.

Pain Points

Uncertainty about his caseload, time spent, and the impact of fraud prevention. Increased workload due to turnover.

Mark, 48

Manager

Responsible for meeting KPIs, managing case queues, ensuring regulatory compliance, and addressing AI model issues.

Mark manages over 200 employees. He faces challenges with employee turnover, onboarding, managing spikes in case volume, and balancing compliance with team efficiency.

Goals

Maintain team stability and meet KPIs.
Ensure quality and consistency in case management.
Train team on system changes.

Needs

Clear KPI tracking and workload distribution.
Efficient case quality assessment and feedback.
Proactive solutions for team efficiency.

Pain Points

Employee retention and quick onboarding.
Balancing compliance with efficiency.
Managing case spikes and remote team issues.

Making the Workday Fun for Caseworkers

It's not really work if you're having fun, right?

step 1

Prioritizing user needs within the business strategy

Why is it important for ACME to address caseworker challenges?

ACME depends on its employees to assess cases and make recommendations by categorizing them as either fraud or false positives. These decisions play a crucial role in training AI models, which in turn enhance ACME’s capability to automate and improve fraud detection.

In short, ACME needs to improve employee engagement and case management performance in order to improve its AI.

step 2

Targeting user motivation

What motivates caseworkers to want to do well?

We designed games to target specific intrinsic and extrinsic motivations that will improve employee engagement and performance.

Intrinsic Motivation (personal enjoyment/fulfillment)

Mastery: Improving skills in detecting fraud cases with high accuracy
Belonging: The sense of community in a team and the ability to reach out to team members for help on difficult cases
Learning: Receiving feedback and improving skills

Extrinsic Motivation (external rewards/pressures)

Benefit: Gaining points for tasks completed and the ability to use the points on rewards
Bonus: Receiving extra rewards
Competition: The desire to outperform others and gain recognition.

step 3

Mapping out the game design

How do we implement the system?

step 4

Design walkthrough

The dashboard gives an overview of the caseworker's caseload, current standing in the game, and ability to earn bonus points. This gives them feedback on their performance and progress, thus encouraging more engagement in the game.

Cue to promote reviewing cases after checking into work.

Cue to continue reviewing cases located on the top left of the dashboard. Peekaboo bonus points also encourage continuous review.

Cases can be selected and will appear on the caseworker's queue by order of date priority.

Confirmation prompt to ensure caseworkers are not hogging case loads with more points.

Points are taken off when caseworker releases the case back into the case queue.

Points are awarded when caseworker makes a case recommendation.

The marketplace is where caseworkers can spend their hard-earned points on rewards and bonuses.

Increasing the complexity of the game by introducing tiers for rewards that have higher cost.

Tiers can be reached by completing points needed on the progress tracker.

Disclaimer: This case study presents a conceptual design solution developed for ACME. The design concepts were presented to representatives and received positive feedback. However, it's important to note that this project was a student project, and the presented solutions have not been implemented by ACME.

Final Thoughts

Integrating gamification into enterprise software for employees who cannot opt-out presents unique challenges. Our approach addresses this by:

Rewarding essential actions

We incentivize required workflows within ACME's software, ensuring employees are engaged with core responsibilities.

Introducing voluntary competitions

We foster healthy competition among employees who choose to participate, adding an extra layer of motivation and engagement.

This framework allows caseworkers to prioritize foundational skills and progress at their own pace.

Looking ahead, we envision a system where caseworkers can earn badges for skill development within ACME. This will further incentivize growth, encourage collaboration, and ultimately contribute to a more fulfilling and engaging employee experience.

We believe these ideas can effectively incorporate game elements into ACME's software while mitigating potential burnout among caseworkers.

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