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Gamifying the Jumio KYX Platform for Enhanced Managerial Experience
UX Designer
UI Designer
UX Researcher
Information Architecture
Gamification
Role
Product
Product Manager
Leadership
Development Team
Key Stakeholders
Collaboration
Timeline
4 Months (Aug 23 - Dec 23)
Figma
Miro
Axure RP
Excel
Tools
Managing a team of 200 case workers at Jumio presents significant challenges, including high employee turnover, uneven workload distribution, and maintaining compliance.
How can we design a gamified interface to enhance efficiency, engagement, and team management?
Problem Statement
The Jumio KYX Platform provides comprehensive identity verification and compliance services.
My goal was to improve the managerial experience by integrating game design principles, making the work environment more engaging and efficient.
Granting the manager full freedom and flexibility to design and customize games for the team
MECHANICS
Achievments
Badge
Coupons
Points
Knowledge Sharing
Connection
Feedback
Recognition
Urgency
Review
Ratings
Status
Leaderboard
Time limit
MOTIVATOR
Mastery
Recognition
Achievment
Reciprocity
Belonging
Learning
Benefit
Feedback
Ratings
INTRINSIC METHOD
Connection
EXTRINSIC METHOD
Bonus
Competion
Game Design Model
Acme Coins
#92C138
#F1C40F
#08702F
Color Pallete
Persona
The Manager
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Maintain a balanced workload distribution among team members
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Achieve and exceed the KPIs set for his team
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Ensure high employee retention and morale
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Foster a collaborative and efficient team environment
GOALS
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High turnover and the constant need for training new employees
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Managing workload spikes and ensuring consistent performance
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Balancing compliance requirements with team efficiency
PAIN POINTS
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Desire to maintain a high-performing and motivated team
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Personal and professional satisfaction from meeting and exceeding KPIs
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Recognition from upper management for his team’s performance
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Career advancement through successful team and project management
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Contribution to improving company processes and systems
MOTIVATIONS
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High-level overview of incoming case load and team performance metrics
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Clear visibility into team KPIs and individual performance
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Efficient tools for managing case distribution and prioritization
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Systems for providing actionable feedback and quality assessments
NEEDS
Name : Mark
Age : 45
Job Title : Group Manager
To understand the need for redesigning the platform, I conducted three key meetings:
Research
Discussion with Leadership
Learned about the company's growth and business unit restructuring, highlighting the need for an updated platform
Meeting with the Product Team
Discovered new product introductions and the team’s expectations for the platform's features and functionalities
Conversation with the Case Workers
Identified day-to-day challenges and pain points faced by case workers and managers, emphasizing the necessity for a more efficient and user-friendly interface
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2
3
Conceptual Model
existing
Case
Teams
Queue
Complaince Issues
AI Model
View
Manage
Review
Generate
Train
Objects
Attributes
How
might
we?
Reduce employee turnover
Improve workload distribution
Ensure compliance & performance standards are met
The Octalysis Framework, developed by Yu-kai Chou, is a comprehensive gamification model that explains how to create engaging experiences by understanding human motivations. I applied this framework to design the gamified interface for the Jumio KYX Platform.
Implementation of Game Theory
Case
Teams
Queue
AI Model
Game
Track
Manage
Review
Objects
Attributes
Conceptual Model
new
How will the employees stay in the loop?
Cases with different priority earn different points
Employees can add items to their wishlist and work towards it
Engagement Loop
Public Display of Data : Leaderboard
Virtual Material Possession : Badge
Game Mission
-
Improve employee performance ( time, accuracy in reviewing cases )
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Improve employee engagement
ECONOMY
REAL CAPITAL
VIRTUAL CAPITAL
Points
Collectable Badge
Time off
Money
Emerald
Ruby
Diamond
Visual Assets
Tier 1
Tier 2
Tier 3
Once the employee finishes his/her training
When the employee finishes 1500 cases with 85% accuracy
When the employee finishes priority cases with 90% accuracy
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What are the ways to earn/get points?
Details about economy
Manager has the freedom to spot trends and change points accordingly
Points Earned depends on complexity level :
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Low Risk Cases : 25 - 50 Points
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Medium Risk Cases : 51 - 100 Points
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High Risk Cases : 101 - 200 Points
Manager can edit and set the rules and points for the
gamified elements
Incorporation of AI tool to decipher cases and set points accordingly
1
2
Office Check-in
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One Day Streak : 5 Points
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Five Day Streak : 20 Points
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Random : 8 - 25 Points
FAQ's (Acmepedia)
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Ask a relevant question that has not been answered : 5 - 20 points
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Answer a question : 50 Points
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Answer voted as 'Most Helpful' : 100 Points
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Implementation Details
Performance Dashboard:
Real-time tracking of team performance, case resolution times, and compliance metrics, driven by the core drives of Accomplishment and Empowerment.
Leaderboard and Rewards
Leaderboards to track team performance and encourage friendly competition. Rewards such as badges and points for meeting specific targets, driven by the core drives of Social Influence and Ownership.
Achievement and Feedback System
Achievements for meeting targets and a feedback system for continuous improvement, driven by the core drives of Accomplishment and Empowerment
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Integration with existing systems
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Security and compliance requirements
Technical Constraints
Dynamic Performance Dashboard
Real-time tracking of team performance and case metrics
Badges, rewards, and raffles for meeting team targets and compliance standards
Achievement System
Improved tools for workload distribution and case prioritization
Enhanced Management Tools
This project underscored the importance of user-centric design and the potential of gamification to enhance managerial functions.
Continuous feedback and iterative design were crucial in achieving the desired outcomes.
Learnings
Improved Team Efficiency
More effective workload distribution and performance monitoring
Enhanced Employee Engagement
Increased motivation and satisfaction among team members through gamification elements.
Better Compliance Management
Improved tracking and reporting of compliance metrics.
Outcome
Core Drives
The framework consists of eight core drives that motivate users: Epic Meaning, Accomplishment, Empowerment, Ownership, Social Influence, Scarcity, Unpredictability, and Avoidance.
Application
By integrating these core drives, we created a gamified experience that enhances user engagement and satisfaction.