Trend Micro Star Trek 2020 - Accelerating DevOps transformation through gamification

1
Trend Micro
Star Trek 2020
林德政 / DJ (Der-Jeng) Lin
2020/11/27
Accelerating DevOps transformation
through gamification

2 Copyright 2020 Trend Micro Inc.
A Little About Me
林德政
Der-Jeng Lin
Senior Project Manager
UX Evangelist
Agile Practitioner
Trend Micro Inc.
https://www.linkedin.com/in/derjenglin/
1997 2003
2007
1995
2020
Software
Development
Project
Management
UX Design &
Research
Product
Management

The Journey
Transformation
During the Pandemic
Birth of the
Star Trek Program
Design Framework
and Gamification
Remedies to Problems with the
Points, Badges, and Leaderboard
Lessons
Learned

4 Trenders
WFBSS
OSCE
Diamond
APEX
XDR
Titanium
Luwak
Planet
Clagile
Planet
#1
Planet
#2
STOC Space Tavern
DevOps
Fair
DevOps
Fair
DevOps
Fair
DevOps
Fair
DevOps Expo 2020
Star Trek – The Voyage to Customer Success
Two-Headed
Oracle
Level 2
Two-Headed
Oracle
Gravity
Monster
Level 2
Gravity
Monster
Dark
Nebula Dark Nebula
Level 2

Birth of the
Star Trek Program
Design Framework
and Gamification
Lessons
Learned
The Journey
Transformation
During the Pandemic

Trend’s Founders
Steve Chang
Chairman
Jenny Chang
Chief Culture Officer
Eva Chen
Chief Executive Officer

EVA CHEN (陳怡樺)
CEO and Co-Founder
Employees
6,555
Revenue
160 billion yen
(US$1.45 billion)
Founded
United States
1988
Headquarters
Tokyo, Japan
Locations
Offices in
45 countries
VISION
A world safe
for exchanging
digital information
MISSION
Defend against threats
that can impact the
digital life or IT
infrastructure of users
Global Cloud Security Leader
Tokyo Stock Exchange - Nikkei Index (4704)

Global Coverage
Sales Offices
Technology Offices
Taiwan 1500+
China 530+
Japan 700+
Germany 100+
UK 80+Canada 160+
US 780+
India 60+
ANZ 80+
SEA 80+
Korea 10+
Ireland 200+
Europe Others 200+
Latin
America
100+
MMEA 200+
Philippines 1000+

A Fun Place to Work!
• WORK SMART
• LEARN EAGERLY
• PLAY HARD
• LOVE & SECURE THE WORLD

Consumer Products

Enterprise & Small-to-Medium Business Products
Worry-Free Data Loss Prevention Scan Mail for Lotus
Domino
Scan Mail for
Microsoft Exchange
SafeSync for
Enterprise
Deep
Security
Deep
Discovery
Threat Management Control
Manager
Office
Scan

Borderless Team
• All of Trend Micro overcomes the limitations of
borders and time zones to reach the same targets.
• Together we focus on creating excellent products.

Best Approach for DevOps Transformation?
Bottom-Up
Approach
Top-Down
Approach
1. Higher authority defines tasks
and priorities
2. Upper management
delegates tasks
3. Employees receive
specific tasks
to complete
1. Employees provide input
2. Company-wide
collaborations implemented
3. Completed
tasks reported to
senior management

Transformation Kick-off Announcement
2019
August
2020
Jan. Apr. Jul. Oct.
2021
Jan.October
DevOps
Transformation
Kick-off
August 5th

Messages from the CEO
“DevOps is a culture,
not a process”
“Now is the best time”

Trend Micro DevOps Cultural Transformation
Customer SuccessProduct Success
Data-Driven
Decision-Making
Top-Down
Decision-Making
Everyone Owns
Customer Value Growth
Sales Owns
Revenue Growth
ToFrom

Building DevOps Awareness
2019
August Apr. Jul. Oct.
2021
Jan.October
DevOps
Transformation
Kick-off
August 5th
Training
Workshops
Study Groups
Sharing Practices and
Lessons Learned
DevOps Expo 2019
2020
January

2019 DevOps Training and Sharing

Pandemic Crisis
2019
August
2020
January April July October
2021
JanuaryOctober
DevOps
Transformation
Kick-off
August 5th Work from
home policy

Gossip
2019
August
2020
January April July October
2021
JanuaryOctober
DevOps
Transformation
Kick-off
August 5th
Where can I
learn more about
DevOps?
Are we doing
DevOps?
That’s all?
Are we
done yet?

Design Framework
and Gamification
Lessons
Learned
Transformation
During the Pandemic
The Journey
Birth of the
Star Trek Program

Transformation Requires More Than Just Awareness

Committee Transformation
ToFrom
DevOps in ActionDevOps Awareness
Solid Business ImpactBig Annual Expo Events
Real Project ImplementationsHands-on Workshops
Reviewed Quality SharingCasual Meetups
Cross-Team VisibilityIndividual Project Reviews

Engineering Excellence
Star Trek Program Objectives
Faster Value Delivery
Build the Right Product
Higher Operational Quality
Trend Micro
DevOps Culture
• Wisdom from Data (智)
• Bravery in Taking
Responsibility (勇)
• Empathy for Customer
Success (仁)
Increase DevOps Transformation Visibility

April
Star Trek Program Kick-off
2019
August
2020
January Jul. Oct.
2021
Jan.October
DevOps
Transformation
Kick-off
August 5th
DevOps in ActionAwareness
Star Trek Program
Kick-off
April 8th

Kick-off Video

Star Trek Program Overview
April May June July August September October November December 2020 Q1
Mandatory Missions
Extra Quests
Kick-off
M1.
Form a Team
Register the team,
customers, and goals
M2.
Identify the
Destination
Develop specific
objectives and
measurements
X1.
Invent Weapons
Register specific
DevOps practices
X2.
Equip Weapons
Adopt specific DevOps
practices
X3 ~ X6.
Participate in DevOps Fairs and Sell Weapons
Share DevOps practices and lessons learned
X7.
Fight the Monsters
Take on specific DevOps
improvement challenges
M3 ~ M6.
Submit Voyage Logbook
Update progress of data-driven transformations
X8 ~ X10.
Explore the Planets
Meet specific DevOps
maturity criteria
Eligible Teams
Announced
DevOps Expo 2020
Share, learn, and
win awards
X0.
Fuel Up
Attend training
and sharing

Registration of Eligible Teams
Crew
CaptainProduct
Management
PMM Marketing Sales
Technical
Support
Business
Customer
Core TechR&D
Information Service &
Back Office
Trend Micro Product / Service Delivery Chain

Lessons
Learned
Birth of the
Star Trek Program
Transformation
During the Pandemic
The Journey
Design Framework
and Gamification

Gamification Definition
The application of game design elements
and principles outside of gaming contexts.
Gamification can have a positive impact on
user engagement, productivity, workflows,
learning, crowdsourcing, employee
recruitment and evaluations, product usability
and usefulness, physical exercise, traffic
violations, voter apathy, and more.

User
Journey
Motivations
(Drivers)
Designed
Activities
Gamifications and
Feedback Loop
Users
(Players)
Desired
Actions
Gamification Design Canvas
Business
Objectives
(with Metrics)
1 2
3
4 7 6
5

Define a Voyage Plan
Submit Voyage Logbooks
Invent and Adopt Weapons
Participate in Fair Events
Fight the Monsters
Explore the Planets
Designed Activities
Desired Actions and Designed Activities
Make Hypothesis Driven Development (HDD) plans for real projects
Implement HDD and the DevOps cultures for customer success
Share and adopt proven DevOps practices
Share lessons learned in the DevOps transformation
Learn DevOps practices and take capability assessments
Develop plans to adopt DevOps practices
Desired Actions

User
Journey
The Voyage to
Customer Success!
• Form a cross-
functional team with
coworkers in your
current projects.
• Begin the journey
with your own
starship.
• Defeat monsters and
overcome all DevOps
transformation
challenges.
Existing Alternatives
• Project reviews
• SQA DevOps
assessments
Users (Players)
Desired Actions
Business
Objectives
# of Registrations
# of Assessments
# of Practices Shared
# of High-Scoring Teams
• Business Impact
• DevOps Engineering
Excellence
• Strong business impact
• Improved engineering
practices
• Visibility of DevOps
transformation
• Experienced
(teams / practitioners)
• Less experienced
(teams / practitioners)
• Experienced
• Share good practices
• Take assessments
• Less-Experienced
• Read DevOps
Engineering Guide
• Adopt DevOps
Practices
Metrics
Star Trek Gamification Overview
Gamification and
Feedback Loop
Motivations
(Drivers)
Designed Activities
Feedback
• Master DevOps
knowledge & practices
• Learn how other teams
do DevOps
• Earn rewards
• Narratives
• Avatars
• Points
• Badges
• Leaderboard
• Rewards with
deadlines
Plus many more!
• Hypothesis Driven
Development (HDD) -
Voyage Logbook
Submissions
• Adoption and
assessment of various
DevOps practices –
Fighting Monsters
• Feedback from coaches
and judges
• Merit Points and
Mileage Points earned
Gamification

Disputes Within the Task Force
“This is just another type of
project review”
“I doubt that more than 30
teams will join in.”

Purpose
AutonomyMastery
Employee Motivations
The desire to
control our lives
The desire to
become better
at something
that matters
The desire to serve
something bigger
than ourselves
*Reference: “Drive: The Surprising Truth About What Motivates Us”, Daniel H. Pink
Daniel H. Pink
American author

Motivation of Star Trek Participants
Purpose
AutonomyMastery
• Define a DevOps plan based
on personal priorities and
time available
• Take on challenges and fight
monsters according to
personal preferences
• Master DevOps
knowledge and
skills
• Learn DevOps
practices from
other teams
• Contribute to
customer success
• Help with team and
personal growth
• Earn monetary rewards
*Reference: “Drive: The Surprising Truth About What Motivates Us”, Daniel H. Pink

Progress / Improvement
Feedback Loop with Attainable Goals
Start
Goal
Milestone
Milestone
Motivation
Action
The Feedback Loop

Star Trek
Program
Portal

Merit Points
Measuring
Business Impact
Mileage Points
Measuring
Engineering Excellence
Badges
Showcasing Team Achievements

Restructured DevOps Engineering Guidelines

Fighting Monsters in Different Knowledge Areas

Special Badges and Rewards
Arms Merchant
Best sharing
during each Fair event
First Weapon
Invented
First team to register a
first practice in any
Knowledge Area
Monster Buster
All teams that
defeat 3+ monsters
Planet Explorer
All teams that defeat all
monsters at a specific level
Early Bird
All teams that
register early
More challenges
under development
Space Pioneer
First 10 teams
Weapon Inventor
All teams with
3+ registered practices
Galaxy Adventurer
All teams that submit 3+ progress updates
with quality improvements
Tickets to the Expo
Top 15 teams with
the most Merit and
Mileage Points

2020 DevOps Expo Awards
Categories Definitions Rewards
2020 DevOps Expo
Customer Success
Award
Greatest Business Impact
Honors the project teams with
outstanding achievement in
improving Customer Success
through DevOps transformation
• Champion: US$ 50,000
• 2nd Place: US$ 10,000
• 3rd Place: US$ 6,000
• 4th Place: US$ 3,000
• 5th Place: US$ 3,000
Trend Micro
Flagship
Best DevOps Practitioners
Honors the project teams that
demonstrate the best DevOps
capability and capacity
• 1st : US$ 5,000
• 2nd : US$ 4,000
• 3rd : US$: 3,000
Trend Micro
Explorer
Most DevOps Practices
Honors the project teams that
shared the most DevOps
practices and lessons learned
during the transformation
US$ 3,000
*Last Update: 2020/9/25

One month after kick-off….

93 Teams with 949 Participants Registered!
25
15
10
6 4 5
12
1 4
11
212
160
97
56
44 33
149
12
47
139
Consumer
CoreTech
Luwak/XDR/MGCP
Foundation(Apex)
SaaS(Worry-Free)
HybridCloudSecurity
(e.g.DS)
DD
TP
ETS/HIE/L10N/Support
IS
Star Trek Team Registration (by BU)
Number of Teams Number of Participants

Lessons
Learned
Birth of the
Star Trek Program
Design Framework
and Gamification
Transformation
During the Pandemic
b
The Journey

Gamification is NOT Just for Fun!

Transformation Requires Resources and Time
April
2019
August
2020
January July October
2021
JanuaryOctober
DevOps
Transformation
Kick-off
August 5th
Star Trek Program
Kick-off
Apr. 8th
93 Teams registered
79 Teams submitted HDD Plans
63 Teams began the voyage
42 Teams submitted the 1st Logbook
33 Teams submitted the 2nd Logbook
Participants quitting?!

What Makes Motivation Result in Action?
Brian Jeffrey Fogg
American social
scientist and author
*Reference: https://behaviormodel.org/
Low
High
AbilityLow
(Hard to Do)
High
(Easy to Do)
Motivation
Action Line
Prompt
Succeed Here
Prompt
Fail Here
B = MAP

Achieving Balance Requires Continuous Fine-tuning
Best Case
Most-likely Case
Extreme Case
Simulate different situations to
balance the two point systems

Accelerator Designed to Encourage Participants
Planet #1
Participants can double their points
if they defeat all the Monsters on Planet #1

Six months after the kick-off….

Over 42 Teams
Remain Active
15 Teams Eligible to
Win Expo Awards

417 DevOps Practices Collected in 6 Months
1,390% more than the average
number of practices collected
over each of the last 3 years
5 teams
submitted over
30 practices

Birth of the
Star Trek Program
Design Framework
and Gamification
Transformation
During the Pandemic
The Journey
Lessons
Learned

Lessons Learned
• Begin with the End in Mind
Clarify the business objectives before proposing solutions
• Provide Autonomy
People become engaged when they have a sense of control
• Align Expectations
Not everyone realizes that gamification is not just for fun
• Keep Learning and Improving
Always find more opportunities for improvement

References

Thanks!
DJ (Der-Jeng) Lin
2020/11/27

Trend Micro Star Trek 2020 - Accelerating DevOps transformation through gamification

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