Gamification of Software in Credit Processing

Abstract

This master thesis examines the question of whether it is possible to increase the attractiveness of work within credit processing by means of gamification. Credit processing is the last step in the process of new lending or mutation of a credit transaction by banks to their clients. Gamification is the application of game-like mechanics and designs to non-gaming software. Within this thesis, the literature is first searched for gamification, focusing on which game techniques exist and what their impact is on the user. In interviews with bank employees from the respective fields, pains in the area of credit processing are identified. The most frequently mentioned pains include a lack of know-how on how to use the software, due to the complexity of the software but also the underlying credit domain. Motivational issues were also mentioned in connection with the work in credit processing, which are in the nature of processing-intensive departments. Based on the identified pains and previous research in the field of gamification, ideas will be developed on how gamification concepts can make working in credit processing more attractive....