To Infinity and Beyond—Gamifying IT Service‐Desk Training: A Case Study. Issue 3 (9th October 2018)

• Record Type: Journal Article
• Authors: Miller, Carrie Lewis; Grooms, J.C.; King, Hunter
• Is Part Of: Performance improvement quarterly. Volume 31:Issue 3(2018)
• Page Start: 249
• Page End: 268
• Publication Date: 2018-10-09
• Subjects: Performance technology -- Periodicals; Performance -- Periodicals; Organizational effectiveness -- Periodicals; Employees -- Training of -- Periodicals; Educational technology -- Periodicals; 658.401305
• DOI: 10.1002/piq.21263
• Languages: English
• ISSNs: 0898-5952

Abstract

Abstract : The Information & Technology Services Department at a mid‐sized comprehensive university in the Midwest identified a need for a more engaging onboarding training module that emphasized basic technology skills and customer service skills. A gamification strategy was developed to increase employee motivation and provide a more thorough onboarding experience. This strategy included digital and physical leaderboards, leveling up, and bonus prizes and challenges tied together by a space exploration theme. Results from the qualitative feedback indicate that the training program design was well‐received by participants, meeting Level 1 of Kirkpatrick's Evaluation Scale. Additional comparison results of two years' of annual campus surveys indicate that the gamification training strategy had some positive impact on customer satisfaction with the performance of the IT Service Desk.