2012/098 - Game mechanisms for production environments
Stefania Castellani, Ben Hanrahan, Tommaso Colombino, Antonietta Grasso
CHI 2013 Workshop on Designing Gamification: Creating Gameful and Playful Experiences, Paris, France, 27 April - 2 May.
In this paper we illustrate how we use gamification in production environments, such as call centres, in order to help agents and supervisors manage their performance. Our approach is based on the incremental introduction of game mechanics in the work environment to support situational awareness with respect to aspects such as current performance levels, goals, and related incentives. We illustrate our approach and the research questions we are investigating also considering related work on gamification and ongoing discussions in academic and commercial environments.