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About this project
FidoTrack's gamification platform was designed to enhance the engagement of call center employees. The innovative user interface and motivational strategies have ignited inspiration and self-improvement, fostering a culture driven by ambition and continuous development.
Fidotrack's transformation into Noble, and subsequently Alvaria, showcases a remarkable evolution. Witnessing the growth and rebranding of the company has been truly inspiring.
This project remains a personal favorite, showcasing my expertise and providing invaluable industry knowledge in design. I wintnessed firsthand how design solutions leveraged the clients to drive performance, reduce turnover, and create a culture of success. With features such as instant competition creation, public recognition leaderboards, gamified training programs, and dynamic goal setting, Alvaria Motivate empowered the workforce to reach new heights.
The challenge
Solution
Through user research and iterative design processes, we created a engaging gamification platform. The solution involved designing modular components such as dashboard widgets, learning management systems, and gamified features including games, level up mechanics, badge systems, leaderboards, and token shops. The user-centric approach ensured seamless integration and enhanced engagement.
Results
The transformative impact caught the attention of a larger firm named Noble systems, which acquired and integrated it into a broader system called Alvaria Motivate. The redesigned platform achieved significant success, gathering industry recognition and awards for its outstanding design.
Sekure Merchant Solutions
"I looked at all the major gamification providers and Alvaria Motivate was by far the best solution we found in the market. Their product is the most feature robust and they totally understand the call center industry."
Matt Coffey, General Manager, Technical Projects,
Sekure Merchant Solutions
Agent Retention Benefit
A significant effect on agent turnover – a staggering net effect of 62%.
This was in large part due to leveraging WFM data and Alvaria Motivate.
Profitability & Productivity Benefit
Revenue and profitability broke record highs. Within three months, Sekure Merchant Solutions was achieving greater revenue and profitability than ever before.
Explore Detailed Outcomes
BC Services
BC Services selected Noble Gamification to help decrease agent attrition. They liked the system’s ease of use, reporting capabilities, and agent motivation tools.
System Features
Streamlined UI
Engage team members and business users across the company at the right level.
Getting everyone involved is critical to move from Usage and Adoption to true Engagement with the platform and with the organization.
Public interface - TV leaderboard
Eliminates the need for a Whiteboard and manual monitoring.
Refreshes in near real-time to encourage the intended behavior.
Player interaction
Compete in Competitions
Engage with Peers
Be rewarded with prizes
Have Weekly Goals
Participate in Coaching Session(s)
Level up
Supervisor UI
Monitor agent goal progress
Initiate Competitions
Coach agents
Level up
Generate and assign lesson content to agent(s)
Administer surveys & quizzes
Business Manager UI
Coach Agents
Reach Out with recognition
Monitor Agents & Supervisor goals
Monitor Normalization factors
Campaign and Sector Reporting
Set Redemption Events
Evaluate Coaching effectiveness
Enterprise Supervisor UI
Macro & detail view of all organizational game mechanics
Break out by Sector
Use “Reach-outs” to engage specific employees
Establish and set performance Triggers
The Design Process
