Design and Feedback
After this initial research and discovery. We had our first plan, we would create prototypes of our ideas and validate them with our users to gain insight on how they would be received by customers.
Because our gamification package is relatively new, many of our clients have not adopted it. This gave us a great opportunity to validate our decisions. Most of our customers were new to gamification and were excited to provide feedback. We identified which of our clients had taken the time to learn the current system and set up appointments with them. We talked to them during client visits and through phone interviews, collecting their feedback on our designs. These clients were mostly happy and excited for the changes. They had all experienced similar difficulties in learning and understanding gamification and appreciated the more simple interfaces. Additionally, because they were so involved in implementing gamification they had valuable ideas on how we could better integrate our tools within their call centers. Another way we validated our approach and direction was in interviews with existing clients who were interested in gamification but had not yet purchased our package, or implemented it in their company. We identified with them what they would like to see done with gamification, what they are already doing in their company that is similar and what they liked/didn't like about the current gamification software.