Use Cases For VR

Great Use Cases for VR

By Logan Mulvey (Chief Customer Officer) and Brian Murphy (VP, Customer Solutions)

Over the past two years, we have been focused on building and implementing immersive training solutions for our customers and transforming the way people learn. In that short time, immersive technology (like VR) has grown by leaps and bounds but the foundation of our products has remained the same: enhance and improve the way people learn through experiences that are only possible with something like VR. We’ve taken a new, groundbreaking technology and applied it to core learning principles to create a more impactful way to learn.

Immersive training may seem like a big departure from traditional learning due to the technology involved. However, there are more similarities than one might think. It’s not very different–it’s just a more effective way to learn. In fact, VR is a better way to leverage accepted learning principles, as noted here in an article written by our Chief Science officer. At STRIVR, we create solutions that accelerate employee development and increase knowledge retention so people make fewer mistakes when it matters most.

STRIVR provides immersive training solutions for a wide array of customers across numerous industries. No two jobs are the same just like no two learners are the same. Our products provide the personalized curriculum and insights to meet every learner and trainer’s needs. Here are a few recent business challenges for which we have used VR to implement a groundbreaking solution:

 

Customer Service

Why immersive training fits and how it’s better:

The gap between the training classroom and the job floor is extremely wide in this use case. On the call center floor, the distance is compounded when you’re servicing customers who have recently undergone a family tragedy, natural disaster, or other hardship. Immersive training allows front-line employees like call center reps to experience and navigate these tough interactions in a consequence-free environment. These interactions are never easy, but the increased repetition for which VR allows creates confidence and a sense of comfort when they are faced with a unique situation in a live call. What’s more, we can track and analyze a user’s decisions in order to serve up a highly analytical picture of how they are navigating the situation–something near impossible with traditional training methods.

Impact on the learner:

The user gets to actually experience the impact of the decisions they make throughout the customer interaction by stepping into the world of the customer. On the job, a failure to understand the customer’s needs or empathize with their situation can negatively impact a customer’s daily life and even their overall perception of the company. Immersive training gives the learner the ability to step into the shoes of the customer and see, hear, and feel the impact of their actions, leading to more empathetic and thoughtful employees–and better customer service. In fact, we have found that reps that train using our VR platform have had as much as a 25% increase in their satisfaction scores from post-call customer surveys. This suggests that the opportunity to build empathy through VR has a significant positive impact on customer service rep performance.

 

Manufacturing

Why immersive training fits and how it’s better:

Manufacturing or assembly line training was one of our first and continues to be one our top use cases–a process-focused core competency where someone has to perform intricate tasks in a chaotic and potentially dangerous environment. The stakes are high, the margin for error is slim, and there isn’t a great method to train other than being on the job. Our strategy is to create an authentic learning experience with context where the learner is prompted with stimuli to perform their job with all the stressors and chaos they will experience on the job, but in a consequence-free environment. The additional repetitions are invaluable, but more importantly, through our software and adaptive training we can identify learning gaps and hone in on exactly when, where, and why mistakes are being made. Traditionally, identifying these gaps has been guesswork and reliant on observation. Our software allows managers get to the root of any learning problem that exists in a manufacturing or other operational setting. Our insights are exact and we can then offer prescriptive learning recommendations to fill those gaps and improve performance.

Impact on the learner:

Aside from being a more engaging and fun learning experience, learners are participating in a training solution aimed at improving their safety and well-being. Often times learners never get to practice (or have repeated practice) in the real-life work environment. Our platform allows workers to repeatedly train in the exact environment they will be working in without risk of injury. Some of the L&D practitioners we’ve talked to would call this the perfect training! The ability for workers to engage in experiential learning is key because classroom teachings do not typically correlate to on-the-job performance. We have found that employees are actually 20% less likely to detect mistakes and hazards on the manufacturing floor when in an immersive VR environment than with paper-and-pen questions. To put it another way, the immersive, realistic environment of VR helps reveal that employees don’t actually know as much as their paper exams might let on. Trainers love this insight because it helps them better understand who is actually ready to work on the floor, diminishing the likelihood of a crucial error.

 

These are just two examples of countless use cases for immersive training, all of which map to the goal of transforming how organizations train and people learn. As is the case with any transformational tool, an investment is required, but we’ve seen that commitment pay big dividends for our customers because our partnerships are highly collaborative. We’re eager to continue to bring our expertise and passion to future customers and more use cases that make great use of immersive technology.