Goals
The overall objective for the research project was to provide a report with product recommendations that would lay the groundwork for integrating the gamification feature. I worked with the company President to narrow down 3 goals for the project:
- Updating eWhiteboard features to meet user needs
- Understand users’ goals and pain points with the current product
- Pinpoint ways in which eWhiteboard can result in better agent performance
Takeaways
Once I conducted primary and secondary research, I was able to gather multiple insights and recommendations. The biggest takeaway from my research was that the gamification model would most likely succeed if:
- Contests were designed to encourage collaboration
- Users had a clear idea of historical performance trends and limiting external factors
- The platform prioritized positive reinforcement and community building
The outcome
After concluding the project, I was asked to join in the next phase of development as a product designer. Unfortunately, I was in the process of wrapping up my freelance work to join my current role and had to decline.
Through a recent conversation with the company, I learned that they eventually used my report to move forward with the gamification idea and released a new product that focused solely on it.
