Training Gamification
Background
Many teams in the company decided that they need a mobile app for their initiatives. Another UXer and I, planned a mobility workshop. This workshop went on for 4 days. The aim is to unpack the problems each team is trying to solve and identify common areas so we can collaborate and solve for them together and not have 100 apps.
Problem
One of the problems is that our in-branch new starters take up about one to two months to be comfortable and confident in serving customers on the counter.
To search for a product, a user must understand the Reece mnemonic composition that will become easier with time
Customers refer to an item with different names than what’s listed on the system
Customer refers to an item with many different names, this takes sometime to get used to
Prototype
One of the ideas that came out of that is gamifying training to increase time to competency.
This game simulates a customer coming in and placing an order, with an audio clip.
A user will then have to search for the product and find the right one.
If they struggle, there is a hint or reveal answer buttons nearby.
If they succeed, they will be rewarded 100 points
At the end they will be taken to a leaderboard where they can see where they sit among their peers.
I worked on an interactive prototype using Protopie. Feel free to have a go here.
Usability Testing
I tested the prototype with 5 new starters, all have been with the company for less than 6 months.
Before starting with the proto, I asked them some questions to validate the current issues they faced and they were validated.
The prototype was well-received, there were some feedbacks around time limit and how it needed to be increased. Users really like the leaderboard as it encourages them to compete with one another.
The hint I have on the prototype was more of the answer, they prefer hints. The placement of the hint button and the wording need to be looked at.
Trello notes
Quote from a user
What’s Next
I’m working with the onBoarding team to gather content and refine the game rules. I will also refine the UI for production and working with the tech lead to create a spike.