What are the Objectives? Create the Game World What story will define this world? What rules will govern this world AND reinforce the behavior expected? What is the time line? Launch the Game – Be sure to build excitement! Referee the Game Close the Game – Celebrate successes and the victor or victors Using Game Theory . . .
to increase sales!
Game Theory and Referrals
Player 2
Refer
Refer
Player 1
Don’t Refer
Don’t Refer
Game Theory and Referrals
Player 2
Refer
Don’t Refer
Refer
Everyone Receives
Incentive Pay
No One Receives
Incentive Pay
Don’t Refer
No One Receives
Incentive Pay
No One Receives
Incentive Pay
Player 1
Game Theory and Referrals
Player 2
Refer
Don’t Refer
Refer
Everyone Receives
Incentive Pay
No One Receives
Incentive Pay
Don’t Refer
No One Receives
Incentive Pay
No One Receives
Incentive Pay
Player 1
Game Theory and Referrals
Player 2
Refer
Refer
Don’t Refer
5,5
-3,-5
-5,-3
-5,-5
Player 1
Don’t Refer
Game Theory and Referrals
Player 2
Refer
Refer
Don’t Refer
5 (7),5 (7)
-3 (5),-5 (-3)
-5 (-3),-3 (5)
-5 (-3),-5 (-3)
Player 1
Don’t Refer
(x) = “Safety Net”
If branch meets its loan goal, incentives are still paid
“How selfish soever man may be supposed,
there are evidently some principles in his
nature which interest him in the fortune of
others and render their happiness necessary
to him though he derives nothing from it
except the pleasure of seeing it.”
- Adam Smith, The Theory
of Moral Sentiments, 1759
Game Theory and Referrals
Player 2
Refer
Refer
Don’t Refer
5 (7),5 (7)
-3 (5),-5 (-3)
-5 (-3),-3 (5)
-5 (-3),-5 (-3)
Player 1
Don’t Refer
(x) = “Safety Net”
If branch meets its loan goal, incentives are still paid
Game Theory and Referrals
Player 2
Refer
Refer
5 (7)
Player 1
Don’t Refer
-5 (-3)
Game Theory and Referrals
Player 2
Don’t Refer
Refer
-3 (5)
Player 1
Don’t Refer
-5 (-3)
Game Theory and Referrals
Player 2
Refer
Dominant
Refer
Dominant
Don’t Refer
5 (7),5 (7)
-3 (5),-5 (-3)
-5 (-3),-3 (5)
-5 (-3),-5 (-3)
Player 1
Don’t Refer
“Refer” is the strictly dominant strategy for Player 1, as is
the case for Player 2
Game Theory and Referrals
Player 2
Refer
Dominant
Refer
Dominant
Don’t Refer
5 (7),5 (7)
-3 (5),-5 (-3)
-5 (-3),-3 (5)
-5 (-3),-5 (-3)
Player 1
Don’t Refer
“Refer” is the strictly dominant strategy for Player 1, as is
the case for Player 2
Is Rationality Enough?
• Prior to this plan, only around 20-30% of
tellers and call center team members
met their minimum referral goals.
• In fact . . .
100
50
0
Period 1
Period 2
Period 3
Period 4
Period 5
Period 6
Is Rationality Enough?
• With this plan . . .
100
50
0
Q2 12
Q3 12
Q4 12
Q1 13
Q 2 13
But the vast majority (80%) only meet the minimum number of
referrals
From Game Theory to
Gaming Theory
• Humans are by nature competitive – a
form of benevolent self-interest
– “It is not from the benevolence of the
butcher, the brewer, or the banker, that we
can expect our dinner, but from their
regard to their own interest.”
» Adam Smith, Wealth of Nations, 1776
From Game Theory to
Gaming Theory
• Humans are by nature competitive – a
form of benevolent self-interest
• Games can allow for individual
competition OR they can allow for
cooperative opportunities to arise
• Work should be . . . Fun!
The Grinch!
• $500 for EVERY team member below
VP at branches that reached their
annual loan goal!
• Needed a “common” foe . . .
Enter . . . The Grinch!
The Grinch!
The Grinch!
The Grinch!
The Grinch!
The Grinch!
Year 2 . . . The Insomniac!
• An new foe!
• Comic book theme – the birth of the
MO(hu) Men!
The Insomniac!
The Insomniac!
The Insomniac!
The Insomniac!
Creating a Game
• What are the objectives?
• Create the world – what story will define this world?
• What rules will govern this world AND reinforce the
behavior expected? What is the time line?
• Launch the game.
• Referee the game.
• Close the game – celebrate successes and the victor
or victors!
Member One-opoly!
• Needed to increase
mortgage referrals
and production.
• World? Storyline?
• Rules?
• Launch
• Referee
• Close
Questions?
Member One-opoly!©
Overview:
Member One-opoly involves tellers and MSRs at the branches competing to become
real estate moguls! Through this incentive game, team members will advance their
tokens around a special Monopoly style board, earn play money, and collect houses
and hotels. Tokens will advance based on a die roll each day. Play money will be
earned based on tasks accomplished, while team members will collect houses and
hotels by advancing first mortgages. The game spans across one month. Minor prizes
can be earned throughout the game, while the ultimate Member One-opoly Real Estate
Mogul will win a grand prize.
Basic Rules:
During an early morning huddle, including doughnuts and other breakfast items, team
members will be introduced to Member One-opoly. Team members will go over the
rules, and they will choose their unique game tokens. Each team member will role the
die and advance the indicated number of spaces on the board. This first role will outline
the daily objective for each team member. At the end of each day, team members will
briefly meet to identify whether or not they met daily objectives. If a team member is
successful, the team member receives play money - if not, the team member must draw
a "Community Chest" card. The team member MUST do what the card instructs either
immediately or the next day, based on the directions on the card. If the team member
fails to accomplish the instructions on the Community Chest card, the team member's
token is moved to the "Grinch's New Home" square where the team member must stay
until he or she successfully refers a first mortgage or gets a member to apply for a first
mortgage. At that point, the individual will get out of jail, but will NOT receive a house or
a hotel. It is also at the end of each day that the team members will identify how many
first mortgage loans they successfully advanced. For each referral, the teller receives a
house. For each actual application completed, the MSR receives a hotel. Three houses
equal one hotel. These houses and hotels are to be positioned in front of the team
member's work space - team members should use these tokens to possibly spark
conversations about first mortgages with members.
Play proceeds in this manner each day until the game ends. At the end of the day on
the last day of the game, the individual with the most hotels acquired is declared the
winner. If there is a tie, the individual with the most homes and the one who earned the
most money is the winner. If there is still a tie, the individual with the most homes, the
most money, and who went to the "Grinch's New Home" the least wins. If there is still a
tie, a die roll will determine the winner!
It should be noted that due to the time constraints of the game, successful first
mortgage referrals and production will consist of simply advancing mortgages, not
closing mortgages. The emphasis will be on insuring that tellers and MSRs are actively
seeking first mortgage loans rather than completing the closing process.
Possible Prizes:
Prizes will be earned in two ways. First, team members will accumulate play money
over the course of the game. They will be allowed to use the money to buy certain
rewards, which could include:
- 1 hour PTO - either arrive 1 hour late or leave 1 hour early, paid;
- Starbucks gift card ($5);
- Chick-fil-a gift card ($5);
- Car wash;
- Movie tickets;
- Walmart or Target gift card
Second, the Member One-opoly Real Estate Mogul will win a grand prize that could
include a cash prize, PTO, or an honorary lunch/dinner.
Member One-opoly Rules
•
•
•
•
•
•
•
•
•
•
•
Each player chooses a unique token and places it on “GO.”
Each player roles the die and moves his or her token the number of spaces
indicated in a counter-clockwise direction.
Each player reads the daily objective outlined on the square on which the token
landed.
This objective is what the player must accomplish by the end of his or her
shift/end of the day.
If the square indicates that the token be moved to a different square, the player
does so immediately and follows the directions on the new square.
At the end of the day, each player indicates if he or she successfully completed
his or her daily objective. If he or she did, the individual is awarded the amount
of money indicated on the square on which the token is positioned.
If the individual did not meet the objective, the individual must immediately draw
a card form the Community Chest. The player must do what is indicated on the
card either immediately or by the end of the next day the player works. Note that
the player will still role the die and move his or her token the next time he or she
works, so the individual may have two objectives to complete!
If the individual successfully accomplishes what is on the Community Chest card,
the individual suffers no consequences. If the individual does not accomplish
what is listed on the Community Chest card, the individual is moved to The
Grinch’s New Home and actually joins the Grinch in jail! To get out of jail, the
player must successfully refer a first mortgage or have a member apply for a first
mortgage. At that point, the player can get out of jail – however, the player does
NOT earn a house or a hotel for the first mortgage – the first mortgage simply
gets the player out of jail.
At the end of the day each player announces how many first mortgages he or she
successfully referred (meaning the person actually talked to an MSR) or how
many members the individual was able to encourage to actually apply for a first
mortgage. Tellers receive 1 house for each referral, while MSRs receive 1 hotel
for each application. Three houses can be converted to 1 hotel.
At the end of the day, after all money has been awarded, players can, if they
choose, buy prizes.
At the end of the game, the player with the most hotels wins!
Community Chest Cards
Share with your team what you like
most about working at your credit
union
Ask five members if they would like
information about saving money on
auto insurance by close of business
next time you work
Move any player to the “Bonus” square
– this person doe not move the next
time he or she works
Share with your team the most positive
thing you did today to help a member
reach his or her dreams
Each person must say something
positive about you
Ask ten members if they are interested
in consolidating debt by close of
business next time you work
Give this card to a team member – that
team member will receive a $5.00 gift
card to Starbucks
Give one person of your choice one
house or one hotel – if you do not have
one, give one person all of your
accumulated play money
Equally divide your accumulated play
money between all team members
present
Use creative props to spark a productrelated conversation with three
members by close of business next
time you work
Go to the Grinch’s new Home!
Bring a small treat for your team the
next time you work
Use this card to choose ANY prize from
the prize list and then give that prize to
a team member of your choice
Within three days, do something nice
for a random person and ask him or her
to “pay it forward” – report to the team
what you did
Say something nice and complimentary
to every team member the next time
you work
Give every player $25.00 from your
accumulated play money
Smile EVERYTIME a team member
addresses you the next day you work
Ask five members if they are interested
in learning about extended warranties
by close of business next time you
work
Call three back office team members
and thank them for what they do for the
credit union by close of business next
time you work
All team members, except you, win
$200.00 in play money!
Right now say something positive
about each team member’s work
performance today
On your next hour of downtime, open
the door and greet members
Member One-opoly Board