Negative feedback

Disruptors: My Negative User Type

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Alfred Disruptors My Negative User Type

One of the questions I get asked about when people see my User Types, “What about Killers?” Now I have spoken about the Bartle Killer type and why I don’t really account for them in the types. In a nutshell, Killers want to destroy and humiliate other players in MMO’s. This is not a behaviour we are trying to build for in gamificaiton and as my User Types are written to help give ideas and structure for designing systems – they didn’t really have a place. This is especially in enterprise gamificaiton where this type would be handled with internal policy!

The Disruptor

However, as I have thought about this more, I have realised that I do need to acknowledge some types of negative behaviour in design. Rather than creating several, I have decided to roll them up into just one type. The Disruptor.

Broken shield Disruptors My Negative User Type

When you create a gamified system, not everyone will want to be involved, which is fine. However, some people will actively try to disrupt the gamified.  This Disruptor User Type may do this in a number of ways either affecting users or the system through action or interaction. They are different from the Self Seeker, Consumer or Exploiter types, as these types are all looking for reward. They are also not cheats, in as much as cheats tend to cheat to gain the rewards from the system still. The Disruptor is looking to destabilise the system. They will exploit loopholes, bully other users, break the game or anything else that will help them prove their point.

Why?

Well two main reasons. For some, it is fun (this is close to the classic Killer type). As Alfred puts it in The Dark Knight “Some men just want to see the world burn”. For others, it is a way of rebelling against something they see as pointless or a waste of money, which just should not exist. In enterprise, gamified systems may be less voluntary that in other situations. This can cause negative kickback from potential users. For some this will just be a quite moan, for others this will fuel the desire to literally kick the system, these are the Disruptors.

Designing against Disruptors

Designing against Disruptors is hard. You have to make sure that your rules are rock solid, easy to find and have some kind of backing that makes breaking them publishable in some way. This includes system based rules and social rules. Cover action against the system (so hacking, cheating etc), but also action against other users (bullying etc).

If possible, make as many of these rules physically unbreakable as possible.

Another way to handle this is pre-emptive. Before rolling a system out, tell people it is happening, educate potential users why it is coming and how it will improve things. Take on board negative feedback and see if it can be acted upon – and if it can’t, how it can be protected against! Try to get them onside early though – this will help a lot. Those who are vociferous in their negativity, can often make the best evangelists if you can “turn” them!

The Disruptor type is a fact of life when designing gamified systems, how you handle them could make or break your initiative!

PDF Tray Disruptors My Negative User Type

Feedback Loops, Gamification and Employee Motivation

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Feedback loop Feedback Loops Gamification and Employee Motivation

To anyone involved in game design, feedback loops will be a well known concept. To those in gamification, they are often talked about, but not everyone will know what they actually are and how they can be used.

Feedback loops come in two main flavors; positive feedback loops and negative feedback loops. Which ever you are looking at they are constructed in a similar way, with two or more phases.

  • User performs an action
  • Something happens
  • User experience is modified
  • Repeat

Feedback loop Feedback Loops Gamification and Employee Motivation

Basic Feedback Loop, will have 2 or more steps

A positive feedback loop amplifies something, whereas a negative feedback loop will reduce something.

Let’s take make up a game. It is a multiplayer shooting game and it employs powerups and health packs (old school here). Consistent kills gives the player certain experience points that lead to ability boosts (like speed or strength). These boosts lead to the player being able to get more kills, leading to more points and yet more boosts.

Positive feedback loop Feedback Loops Gamification and Employee Motivation

Standard Positive Feedback Loop

Now, if this was the only feedback loop in play, it could get unbalanced very fast.  The most skilled players get reward upon reward, whilst the less skilled players get trodden on more and more.  If this continued to happen unchecked, the less skilled players would never come back.  If you consider our flow and player journey charts for ages ago, the player would be pushed continually into the frustration area as the challenge increased far faster than their skill increased.

Slide15 300x207 Feedback Loops Gamification and Employee Motivation

Flow and Employee Journey

So, we have negative feedback loops as well. Whilst the player may be getting stronger and stronger, what if as their boosts multiply, their ability to find health packs or more powerful weapons was reduced, leaving more pickups for the less skilled players – giving them a slightly better chance of winning.  This kind of balancing effect would help to keep them engaged with the game, rather than just quitting! It may seem unfair to the more skilled player, but you would not want them getting bored either! (Back to the flow diagram you go…)

Negative feedback loop 300x245 Feedback Loops Gamification and Employee MotivationNegative Feedback Loop

This may not seem like it has much relevance to gamificaiton and negative feedback loops are rarely seen, but if we think about feedback in general – we can see that these positive loops are present almost everywhere. In your career there is a very common one. Do a good job, get good feedback, get promoted and repeat.  Now, the difference here is that this can take years to happen – far to long for most millennials (or most others if we are honest).

With gamification we can look at shorter goals, where these positive feedback loops can repeat faster.  If your grading system goes F,E,D,C,B,A why not have a few sub stages. Maybe it could go F.1, F.2, F.3, E.1, E.2, E.3 etc. That way, the feedback cycle is shorter and more likely to help keep the motivation going – knowing that the next sub step is never far away

Positive feedback loop work 300x253 Feedback Loops Gamification and Employee MotivationHow it should work!

Just for fun, we can add that to our previous flow diagram. The feedback loop continues until you hit the promotion sweetspot and move up a level.

Flow feedback and employee journey 300x225 Feedback Loops Gamification and Employee Motivation

Employee Journey, with Feedback loops
and promotion chances

 

With that in mind, an analogy!

Take a Slot machine in a casino.  Put money in, pull the lever, stand a chance of getting money out.  Ignoring the random nature of the payout for a moment, most people are of the opinion that the more money there is in a slot machine, the more chance there is that it will pay out.  So, here you have your positive feedback loop.

However, there is a random element here as well, the win comes at a seemingly random time.  Whilst you know that your chances of winning are increasing, you don’t know when that win will happen. In gambling, this is often where the addiction lies – that element of chance, with the knowledge you have to win eventually!

Slot machine feedback loop1 300x177 Feedback Loops Gamification and Employee Motivation

Slot Machine Feedback Loop with
(Win and Loss states)

In work, we normally have a similar random element to our feedback loop.  Do a good job, get praise, get promoted – at some point. We rarely have this mapped as a definite point in our career. Waiting for the seemingly random event of a promotion (or any other career forwarding event) can cause massive frustration and will cause people to leave. Think of the whole “Glass ceiling” issue many complain of. Unlike in gambling, where you go in knowing there is an element of chance involved, in your career most would rather have some control over the outcome of their hard work. I doubt many will get addicted to the random nature of promotions!

Employee feedback loop 300x197 Feedback Loops Gamification and Employee Motivation

How most promotion feedback loops work
(with win and loss states!)

Using feedback loops and shorter defined goals and checkpoints, we can help keep people far more engaged than just expecting them to repeat an action over and over again with no feedback or visible chance of a “win” at all.

PDF Tray Feedback Loops Gamification and Employee Motivation