HCL’s Enterprise Framework for Gamification EP Service Line – Nov 2016

Agenda 1 2 3 4 5 Gamification Service Portfolio HCL’s Gamification Framework Overview 3 Indicative Timeline and Implementation Plan 4 E4 Framework – Phase Wise Activities 5 E4 Framework – ETVX Model

Gamification Service Portfolio Gamification Design Services Org. Maturity Analysis Game Design & Experience Reward Planning & UX Workshops Gamification Project Plan Gamification Execution Services Gamification Execution Agile Based Delivery Continuous Improvement Adoption & Benefits Management Gamification Advisory Services Business Case Definition Use Case Detailing Product & Soln. Fitment ROI and TCO Analysis

Agenda 1 2 3 4 5 Gamification Service Portfolio HCL’s Gamification Framework Overview 3 Indicative Timeline and Implementation Plan 4 E4 Framework – Phase Wise Activities 5 E4 Framework – ETVX Model

E4 – HCL’s Gamification Framework Overview Engage Map against KSF and business case Measure ROI Adoption and Change Management Initiatives in parallel track Continuous Improvement Execute POC – Re-tuning of game design based on POC Phase Wise Implementation based on business priority and complexity Metrics to capture usage and benefits Evaluate Game Planning and Design UX and Mockup Screens Game Rules, Levels and Rewards (Device / Persona) Integrate with HR , Legal and other divisions to plan expected outcome Explore Business Case for Gamification Mission, Vision and KSF’s Development of Use Cases and Validation UX Design

Agenda 1 2 3 4 5 Gamification Service Portfolio HCL’s Gamification Framework Overview 3 Indicative Timeline and Implementation Plan 4 E4 Framework – Phase Wise Activities 5 E4 Framework – ETVX Model

Indicative Timeline and Plan GAME COACH Gamification Domain Expert owning game design, mechanics, levels etc. SOLUTION ARCHITECT Game design to solution including product selection & technology User Experience LEAD Persona driven screens, overall UX and device readiness CHANGE EVANGELIST Alignment to KSF’s, Adoption programs, metrics measurement CORE TEAM Explore and Evaluate executed in an indicative timeline of EIGHT Weeks Explore and Evaluate phase would deliver detailed estimate, costs and plan for overall implementation Explore || Evaluate M0 M1 M2 T0 Execute || Engage T0 + 5 Weeks Project Kick-Off Game Levels, Motivation Stakeholder Discussion Use cases, Patterns Pilot Rollout, Agile based Delivery using Factory Model Test Strategy, Device and Persona based testing Helpdesk, Support, Hypercare Measure Metrics and Improvement T0 + 3 Weeks T0 + 8 Weeks User journey Design & Rewards Success Criteria's UX Finalization Persona’s , Audience Game & Soln. Design UX, Mobility Implementation Plan

Agenda 1 2 3 4 5 Gamification Service Portfolio HCL’s Gamification Framework Overview 3 Indicative Timeline and Implementation Plan 4 E4 Framework – Phase Wise Activities 5 E4 Framework – ETVX Model

E4 - Detailed Activities Explore Engage Execute Evaluate Change Management Solution Considerations Pricing Model, Transition and ASM Frameworks Operational (Maturity Calculator, Reusable Components, EP Micro Solutions, leveraging NLP, Bots etc.) Strategic (CAF, KE4, Roadmap Generator, Organization balanced Scorecard based prioritization.) Gamification appetite Collaboration Maturity, Org Profile Usability, Game Mechanics Gamification Adoption Metrics Contextual Rewards & Recognition Platform Performance Domain Imperatives Contextualization Program Management Technical Solution Game Planning and Design Test Strategy & Plan Agile Delivery (Wave-planning) Training Strategy & Plan Core-Flexi KEDB Device & persona based context Social channels & SOA. Packaging & integration with LOB Helpdesk, support, adoption User behavior based improvements Pilot Rollout & Prioritization Communications Management Steady-state Planning Deliver in Factory Model Incident Mgmt./Hyper-care Business & Use cases Gamification Pattern, tools Roadmap Generation Environment Readiness, KSF’s Rationalization Strategy & Plan Platform Config. UX & Personas Architecture & game narrative design I II III IV B C D E F 1 2 3 4 5 6 7 8 A Roadmap, Team Planning

Phase Wise Activities - Explore Game Planning & Design Project Management Solution B C D Gamification Business Case Identify Gamification Use Cases by Function / industry Identify Gamification Product Type: Stand alone Tied to core services (e.g. sales / CRM product with inbuilt gamification) Custom Identify Gamification Product and Tools Leverage Gamification Product Comparison Tool Blueprint and Roadmap Training Plan Team Planning, Interviews Role Identification & R n R Ramp Up Tool licenses, procurement process for device, infrastructure, SW Co-ordination with stakeholders, KSF Gamification Metrics Identification Communication Plan & Adoption strategy Data Readiness Environment Readiness - Source Control Target Identification On SharePoint (On-Premises or Cloud?) On ASP.NET Open Source / Other Platforms Integration Points with LOB systems for rewards and game algorithm UX Planning UX workshops and playback

Phase Wise Activities - Evaluate Game Planning & Design Project Management Solution B C D Gamify Business Processes based on Use Cases Identify key Components for Gamification project, Identifying player personas., Behavior identification based on Personas., Mapping the right game mechanics to the personas and behavior Design rewards Points, currency, badges, other recognition modes Determine motivators based on personas Assign value rating based on personas and their motivating factors Design and approach for the final reward matrix Gamification Mechanics Fitment based on personas and corresponding behavior) POC on limited set of identified personas, behavior, activities UX workshop feedback incorporation and sign-offs Pilot Rollout Pilot KSF assessment and re-assessment of implementation plan Prioritization of Gamification Activities Detailed project Plan, Milestones, Deliverables Sprint Planning, User Stories Mockups and Wireframes POC's and finalization of Gamification Approach Layered architecture - UI Layer, Business Layer, Data layer etc. Estimation Capacity Planning / Sizing of solution infrastructure Approach for device independence & RWD High and Low Level Design Service Consumption, End Point Identification, Design Model - CSOM / JSOM etc. Test scenarios Assessment and Identification of parallel social channels

Phase Wise Activities - Execute Project Management Solution C D "Communication to stakeholders Feedback capture through formal and informal channels on efficacy of Gamification" Continuous Measurement of Gamification effectiveness and Metrics Fine tuning of gamification strategy with future rollouts and updates to Roadmap Plan formal events for rewards and recognition for top entrants in Leader Board Redesign game levels and complexity in collaboration with "Game Coach“ Delivery in Agile or factory Model Proactive Issue detection DevOps - Source control, defect management, code analysis, deployment process, governance and best practices Intermediate Playback Corrective Sprints and incorporation of technical feedback Sprint based functionality delivery Iterative test and bug-fixes Packaging and extensibility

Phase Wise Activities - Engage Game Planning & Design Project Management Solution B C D Continuous Improvement Events / programs to showcase Gamification Leaders / Winners Continuous achievement path linked to real benefits "Training and Interactive sessions to drive adoption Tie concrete benefits of gamification to the efficiency in executing business processes“ Steady state support - Incident Management, post go live service delivery Hyper care Plan for future phases and roll-outs with customer stakeholders Expand Gamification scope for additional use cases Helpdesk L1,L2, L3, Support Metrics and SLA's Documentation of success stories and communication to user community to drive more adoption Release new features based on roadmap Data mining and analysis on user behavior to fine tune the game narrative

Agenda 1 2 3 4 5 Gamification Service Portfolio HCL’s Gamification Framework Overview 3 Indicative Timeline and Implementation Plan 4 E4 Framework – Phase Wise Activities 5 E4 Framework – ETVX Model

ETVX – Explore Entry Criteria Tasks Validations Exit Project Kick Off mail/Approval Game Planning & Design Project Management Solution Gamification Business Case Identify Gamification Use Cases by Function / industry Identify Gamification Product Type: Stand alone Tied to core services (e.g. sales / CRM product with inbuilt gamification) Custom Identify Gamification Product and Tools Leverage Gamification Product Comparison Tool Blueprint and Roadmap Training Plan Team Planning, Interviews Role Identification & R n R Ramp Up Tool licenses, procurement process for device, infrastructure, SW Co-ordination with stakeholders, KSF Gamification Metrics Identification Communication Plan & Adoption strategy Data Readiness Environment Readiness - Source Control Target Identification On SharePoint (On-Premises or Cloud?) On ASP.NET Open Source / Other Platforms Integration Points with LOB systems for rewards and game algorithm UX Planning UX workshops and playback Validations Exit Current system Approved Business Case Signed-off Use Cases Document Gamification Analysis Document Gamification Design Document Test Scripts UX Wireframes

ETVX – Evaluate Entry Criteria Tasks Validations Exit Game Planning & Design Project Management Solution Gamifications Strategy Document Gamify Business Processes based on Use Cases Identify key Components for Gamification project, Identifying player personas., Behavior identification based on Personas., Mapping the right game mechanics to the personas and behavior Design rewards Points, currency, badges, other recognition modes Determine motivators based on personas Assign value rating based on personas and their motivating factors Design and approach for the final reward matrix Gamification Mechanics Fitment based on personas and corresponding behavior) POC on limited set of identified personas, behavior, activities UX workshop feedback incorporation and sign-offs Pilot Rollout Pilot KSF assessment and re-assessment of implementation plan Prioritization of Gamification Activities Detailed project Plan, Milestones, Deliverables Sprint Planning, User Stories Mockups and Wireframes POC's and finalization of Gamification Approach Layered architecture - UI Layer, Business Layer, Data layer etc. Estimation Capacity Planning / Sizing of solution infrastructure Approach for device independence & RWD High and Low Level Design Service Consumption, End Point Identification, Design Model - CSOM / JSOM etc. Test scenarios Assessment and Identification of parallel social channels Validations Exit Approved Design Signed-off Test Scenarios Gamification Design Document Test Scripts

ETVX – Execute Entry Criteria Tasks Validations Exit Gamification Design Document Gamification Test Scripts Project Management Solution "Communication to stakeholders Feedback capture through formal and informal channels on efficacy of Gamification" Continuous Measurement of Gamification effectiveness and Metrics Fine tuning of gamification strategy with future rollouts and updates to Roadmap Plan formal events for rewards and recognition for top entrants in Leader Board Redesign game levels and complexity in collaboration with "Game Coach“ Delivery in Agile or factory Model Proactive Issue detection DevOps - Source control, defect management, code analysis, deployment process, governance and best practices Intermediate Playback Corrective Sprints and incorporation of technical feedback Sprint based functionality delivery Iterative test and bug-fixes Packaging and extensibility Validations Exit Implementation validation in accordance with test scripts Implementation Acceptance Functional Gamification Application User Acceptance Sign-off

ETVX – Engage Entry Criteria Tasks Validations Exit Go Live Optimization Plan User Engagement Plan Game Planning & Design Project Management Solution Continuous Improvement Events / programs to showcase Gamification Leaders / Winners Continuous achievement path linked to real benefits "Training and Interactive sessions to drive adoption Tie concrete benefits of gamification to the efficiency in executing business processes“ Steady state support - Incident Management, post go live service delivery Hyper care Plan for future phases and roll-outs with customer stakeholders Expand Gamification scope for additional use cases Helpdesk L1,L2, L3, Support Metrics and SLA's Documentation of success stories and communication to user community to drive more adoption Release new features based on roadmap Data mining and analysis on user behavior to fine tune the game narrative Validations Exit Performance Reports User feedback Key Benefits Report User acknowledgement of benefits