NICOLE NG
GAMIFYING COMPLIANCE TRAINING
Improved understanding of game mechanics and excitement level for a finance compliance training product
KEY INSIGHT
AND CHANGES
PROBLEM
Client was an e-learning startup that had developed a soon-to-launch AML training product (baked with game mechanics) for bank employees. Client had an initial ask for the game to "feel more exciting," but we found deeper learnability issues upon a quick heuristic evaluation and with client's blessing, reframed the brief around more foundational problems:
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Incomprehensible Mental Model
Most bankers assumed that compliance was pure risk mitigation and and did not grasp intended P&L mechanics of game
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Low Engagement as Low Challenge
Compliance personnel do not find detective screening paradigm all that novel and slip into complacency. Content of gameplay scenarios also currently also did not present real dilemmas that would reinforce learning concepts
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TRADEOFFS
Mental Model Stretch
Classic dilemma of challenging enough so learning concepts are reinforced but not so daunting that it results in dropout. Within the context of this app, we had to think through how much we want users to rely on their old reflexes vs. developing new ones (steeper learning curve and more onboarding)
Heightened Reality
Handful of operation purists get 'thrown' when game content does not resemble real life. Ultimately however, this was a gamified training product - needed to size this segment (a vocal minority as it turns out) and calibrate between authenticity vs. theatricality to achieve learning that feels exciting
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White Label Friendly
Client wanted to keep to a utilitarian layout for ease of white labelling and for the optics of looking 'unbranded' did not wish to invest in a common design language. Designers had to resist the urge to prettify a prototype that was not aesthetically soothing; kept focus on improving learnability and introducing some iconography consistency for heuristics -
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SOLUTION
Key Fixes
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Onboarding for ease of understanding
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Adjusted game mechanics and content to heighten sense of challenge and actually reinforce learning concepts (we had to become AML experts!)
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Efficient tab layout to encourage deliberation, collect learning data and enhance configurability
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Heuristic fixes to results / leaderboard
Role and Project Spec
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14 day sprint + 3 pax team of 2 designers
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Commissioned by a fin/edtech startup
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Role: product research, usability testing, redesigning game content to fit education intent, layout sketches in Figma, strategy