+

using games to build trustthe future of work is play

Ross Smith, Director of Test

Skype Division @ Microsoft

+

games and work

play

fun

+games have history

+

+ hunting and fishing

+ festivals

+ athletic competition

children learn through play

ancient civilization

+ industrial revolution

+

creative classTHE RISE OF THE…

+our world is changing

new workforce, multi-gen, multi-cultural

management capabilities

organizational trust

games and play

how to build a

culture of

creativity and

innovation

+

1963 – Evergreen Point floating bridge

IMA

GIN

E

+7 billion humans1804 – 1 billion

1927 – 2 billion

1960 – 3 billion

2023 – 8 billion

2041 – 9 billion

2081 – 10 billion

In a global village of 100

61 would be Asian (20 Chinese, 17 Indian),

11 would be from Europe…

and 70 would be gamers…

Global Shift: Diverse and Distributed Workforces

By 2022, everyone under 25 is a Digital Native

More young children know how to play

a computer game (58%) …

than swim (20%) or ride a bike (52%)

91% of kids age 2-17 are gamers

69% of kids age 2-5 can use a mouse,

but only 11% can tie their shoelaces

64% of parents believe games are a

positive part of their kid’s lives

47% work beyond regular business hours

32% do personal activities at work

Global Shift: Blurred Work and Life

68.7 million US social gamers in 2011

~9.6 TRILLION SMS sent in 201218 - 24 year olds send and receive 110 texts a day on average

76 billion mobile app downloads

+ 21st century employees want …

1. Freedom

2. Customization

3. Scrutiny

4. Integrity

5. Collaboration

6. Entertainment

7. Speed

8. Innovation

+21st century collaboration

Four principles are at the heart of successful collaboration:

appreciation

trust

commitment

recognition

games can help

+ productivity game examples

+ ISHI

+

+Lync Test Games

Build a Story

Landmarks

Road Signs

Mobile Fest

+

games help build trust

+changing to a culture of trust

Thoughts Feelings

Culture Actions

+what is trust?

• predictability

• value exchange

• delayed reciprocity

• exposed vulnerabilities

…is complete confidence that a person or organization will

consistently try to do what is right in every given situation.

…like freedom and air

+

why games?

+games establish structure

+games facilitate interactions

+games transcend global culture

+ games establish the social norm

+games support risk and

vulnerabilities

+ games offer recognition

+ games enable reciprocity

+a framework

INTEGRITYINTEGRITY

TRUSTTRUSTP

red

icta

bilit

yPre

dic

tab

ilit

yEm

path

yEm

path

y

Incl

usi

on

Incl

usi

on

Tran

spare

ncy

Tran

spare

ncy

Acc

ou

nta

bilit

yA

cco

un

tab

ilit

y

COMMUNICATIONCOMMUNICATION

+where games work best

Skills-

Behaviors

Matrix

Core Work SkillsUnique Work

Skills

Expanding Work

Skills

In-Role

Behaviors

Organizational

Citizenship

Behaviors

Respect Social Norms

+employees want what gamers have

fairness

transparency

feedback

trust

communication

engagement

productivity

education

+other game examples

+lan

gu

ag

e q

uality

gam

e

+Results

Significant Quality Improvements for Windows 7

Positive Impact on Ship Schedule

Team Morale and Subsidiary Engagement

Total Screens Reviewed: Over 500,000

Total Number of Reviewers: Over 4,500

Screens per Reviewer: Average 119

Significant Quality Improvements for product

Positive Impact on Ship Schedule

Team Morale and Dogfood User Engagement

Players Over 1,000

Feedback increase > 16x

Feedback received: 10,000+

Players vs. non-players 67% of players participate vs. 3% of non

Results

+security games

“Why a game? Entertainment

provides an engaging medium

with which to raise awareness of

the diversity of technologies

impacted by security breaches and

the creativity of techniques

employed by attackers.”

(Introduction to Hackers, Inc.)

+42Projects

Collaborative Play

Trust

Management Innovation

www.42projects.org

+

thank you

rosss@microsoft.com rosss42