Introduction
In my role at Digital Harbor, one of the significant challenges we faced was enhancing the user experience and operational efficiency of the Provider Enrollment System for the Provider Enrollment Department (PED) of California. Leveraging my extensive experience in game development and familiarity with Octalysis, a renowned gamification framework, I spearheaded an initiative to revamp the Provider Monitoring System using gamification techniques. This case study outlines the strategies employed, the application of gamification principles, and the resultant improvements in system usability and efficiency.
Background
The existing Provider Monitoring System was functional but lacked engagement and efficiency, making the monitoring process tedious and less effective. The PED of California required a system that not only streamlined operations but also encouraged continuous user interaction and compliance monitoring.
Objective
The primary objective was to redesign the Provider Monitoring System to increase user engagement and operational efficiency by integrating gamification elements based on the Octalysis framework, which identifies eight core drives that motivate human behavior.
Gamification Strategy
1. Epic Meaning & Calling (Core Drive #1): We instilled a sense of purpose and duty in users by emphasizing their role in safeguarding public health through efficient provider monitoring.
2. Development & Accomplishment (Core Drive #2): We incorporated elements such as progress bars, achievement badges, and performance leaderboards to provide users with a sense of achievement and progress.
3. Empowerment of Creativity & Feedback (Core Drive #3): Users were given tools to customize their dashboards and generate reports, empowering them to interact creatively with the system.
4. Ownership & Possession (Core Drive #4): By allowing users to customize user profiles and have control over data displays, we enhanced their sense of ownership over the monitoring process.
5. Social Influence & Relatedness (Core Drive #5): We added features for users to collaborate or compete with peers through challenges and shared achievements, fostering a community environment.
6. Scarcity & Impatience (Core Drive #6): Access to certain advanced features was limited, creating a sense of scarcity and desire to achieve higher levels of system mastery.
7. Unpredictability & Curiosity (Core Drive #7): To keep the user experience engaging, we introduced random audits and spot checks, which introduced unexpected challenges.
8. Loss & Avoidance (Core Drive #8): Implemented notifications and alerts to prevent compliance issues, using the fear of potential penalties to ensure diligent monitoring activities.
Implementation
Project Phases:
- Phase 1: Research and Planning: Conducted workshops with PED representatives to understand their needs and frustrations with the current system.
- Phase 2: Design and Prototyping: Developed prototypes incorporating gamification elements, which were iteratively tested and refined based on user feedback.
- Phase 3: Implementation and Roll-out: Launched the revamped system with comprehensive training sessions to ensure ease of transition.
- Phase 4: Evaluation and Iteration: Monitored usage and performance metrics, making adjustments based on ongoing user feedback.
Results
The gamified Provider Monitoring System dramatically improved user engagement and operational efficiency:
- User Engagement: There was a 40% increase in daily user interactions, with users actively engaging with the system for longer periods.
- Operational Efficiency: Time spent on monitoring tasks decreased by 30%, thanks to more intuitive and engaging system features.
- Compliance Improvement: The error rate in provider data handling dropped by 50%, reflecting higher quality and more attentive work.
Conclusion
The application of gamification principles transformed the Provider Monitoring System into a more engaging and efficient tool. This project not only showcased my ability to apply game design techniques to enterprise software but also set a precedent for using gamification to enhance user experiences in non-gaming contexts. By marrying my background in high-retention game environments with enterprise-level application development, we achieved a pioneering improvement in healthcare management software.