Serious Games Help Teams Solve Tough Problems, Engage Customers Differently
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© 2011 Forrester Research, Inc. Reproduction Prohibited1 © 2009 Forrester Research, Inc. Reproduction Prohibited
TeleconferenceSerious Games Help Teams Solve Tough Problems, Engage Customers Differently
Tom Grant, Ph. D., Senior Analyst
June 29, 2011. Call in at 12:55 a.m. Eastern time
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Agenda
Flatland and other problems
Some use cases for app dev teams
Getting started with serious games
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Agenda
Flatland and other problems
Some use cases for app dev teams
Getting started with serious games
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Welcome to Flatland
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Voice of the customer? Really?
Dev teams often think they
understand the customer . . .
Unfortunately, the customer
doesn’t always share that
opinion.
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Are we surprised that we don’t understand customers?
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But we won’t reason our way out of our problems
•32% succeeded.
•44% were challenged.
•24% failed.
Standish Group CHAOS Summary
2009 report
•Iterative: 71% succeeded.
•Agile: 70% succeeded.
•Traditional: 66% succeeded.
•Ad hoc: 62% succeeded.
Dr. Dobb’s Project Success Survey
•Nearly one-half of the respondents experienced a project failure the year before.
•86% reported losses of as much as 25% of targeted benefits across the portfolio.
KPMG Global IT Project Management
Survey 2005
These arguments make sense, but they
didn’t make requirements the top priority.
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“Team dynamics” may become an oxymoron
OVERBEARINGPERSONALITIES
Compartmentalization
Poor morale
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TIME TO
CHANGE
THE
RULES
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What is a serious game?
Structured
– Rules, but often no winners
Purposeful
– Definite outcome
Time-bound
– By definition, a time-boxed
exercise
Participatory
– Success depends on everyone
participating.
Egalitarian
– Everyone has an equal
opportunity to participate.
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Example: Buy a feature
Android app for activity management
Custom pipeline stages
More complex lead-scoring options
More canned reports
Define and manage teams
Easy clean-up of bad or duplicate data
Activity entry via email
Associate teams with prospects
$5,000
$2,000
$3,500
$1,500
$4,750
$2,500
$3,250
$1,250
FEATURE COST
-
$500
-
$300
$2,000
$2,500
-
-
SPENT
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Prune the product tree
SALES
REP
SALES
MGRReport API
Teams
Pipelinemgt
Opportunitystates
EmailactivityAndroid
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Teams often use serious gaming regularly for:
Ideation.
Requirements collection.
Requirements validation.
Rapid decision-making.
Strategic-level decisions
(portfolio, road map, etc.).
Retrospection.
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Why do serious games work?
Our brains are
wired for
intrinsic
motivation.
IF
figure out puzzle
THEN
release pleasure-
creating chemicals
(opioids)
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Why do serious games work?
TRADITIONAL CONVERSATION
about projects, requirements,
design, road map
BUSINESS:We need this from you.
IT: I’ll get back to you.
? ? ?
Mysterious
other stakeholders
? ? ?
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Why do serious games work?
RICHERCONVERSATION
We really need this thing.
Why? Is it really more important than the other thing?
I think it is, but for different reasons than she does.
We have to make a decision. Who’s for funding this thing?
[Quietly taking notes]
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Why do serious games work?
NEW RULES
Who’s playing?
How do we participate?
What’s the objective?
How long do we play?
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Executives sponsor serious games
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We already use games (well, some of us)
Planning
Poker
Used Buy A Feature to
decide future projects
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Serious games are not…
Gamification Goal = provide ongoing motivation
Brainstorming Too unstructured
Simulation Goal = prediction
eLearning Only goal = training
Role-playing Close, but lots more prep needed
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Agenda
Flatland and other problems
Some use cases for app dev teams
Getting started with serious games
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We might go back to the drawing board when . . .
We don’t know what we don’t know.
We wish that we could make better decisions.
We could work better as a team.
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We don’t know what we don’t know
Looking for fresh ideas for support projects
– Have to overcome geographic and organizational
boundaries to find them
Ran “Buy A Feature” online
– Allowed broad participation
– Recorded conversations
– Had high engagement, including after work
– Gave workers outside HQ a sense of real participation
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We wish that we could make better decisions
OUR PRODUCT
Now with
more stuff!
Rewriting a decade-old system from scratch
Needed to economize on features included
in the first version
Used a Product Box game to ask
stakeholders what was most important
Some surprises in the results
Communicated the results throughout the
company
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We could work better as a team
Mayor City officials
Community
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Agenda
Flatland and other problems
Some use cases for app dev teams
Getting started with serious games
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Agile and Lean changeSerious games change how
how we workwe make decisions
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Your next move with serious games
START WITH THE IMMEDIATE
– Pick the game that addresses your issue.
– Prepare, prepare, prepare.
– Make sure you have enough resources for
the exercise.
– Record the exercise.
– Socialize the results.
– Plan for the next game.
THEN MAKE SERIOUS GAMES AN
ONGOING ACTIVITY
– Requirements
– Planning
– Retrospection
– Ad hoc decision-making
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Different needs, different games
Source: April 29, 2011, “App Dev Teams: Consider Playing Around With Serious Games” Forrester report
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Build serious game into regular processes
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Thank you
Tom Grant+1.650.581.3846
http://blogs.forrester.com/tom_grant
@TomGrantForr
www.forrester.com