RegattaVR partnered with a financial services client to develop virtual reality simulations for customer service training. The client wanted to improve empathy and process adherence. Regatta created 6 VR simulations filmed in 360 video or CGI that immersed trainees in customer conversations. Users reported improved customer satisfaction after using the VR programs which blended interactive dialogs, environments and assessments. Lessons learned included the need for extensive user testing, benefits of game design, and ensuring IT integration. The project demonstrated VR's potential for developing job skills and behaviors beyond what was previously possible through traditional learning.

1. VR CASE STUDY
Customer Service in
Financial Services
Bill West
Founder and Captain
RegattaVR
phone: (812) 360-2077
email: bill@regattavr.com

2. Proving the Potential of VR
Client Mission
Apply virtual reality (VR) for customer
service in areas where customer
empathy and process adherence are
equally significant contributors to
success.
Demonstrate that VR will develop the
skills and behaviors required for
successful customer interactions,
both in-person and in the call center
(where you do not personally see the
customer).
Regatta’s Mission
Partner with the client to develop an effective
performance solution leveraging blended
virtual reality technologies. Provide expertise
and leadership to support the integration of
VR into the client's secure infrastructure.

3. Key Words of Objectives
Client Mission
Empathy and process are equal
contributors to success.
Demonstrate skills and behaviors
Both in-person and in the call
center (where you do not
personally see the customer).
Regatta’s Mission
Effective performance solution
Blended virtual reality technologies.
Support the integration of VR into the
client's secure infrastructure.

4. Our Viewpoint
We can produce immersive experiences that feel like real life, both in the environment and the
sensitive tasks that they must perform.
01
We're able to achieve levels of competency which were previously unobtainable, well beyond
awareness and knowledge, to true behavior development and on-the-job decision-making.02
It requires discipline. We approach this new technology with a formal, proven instructional
design methodology and prescriptive user experience framework.
03
Virtual Reality (VR) will have the greatest impact
on learning since the mobile phone.

5. Applied to this
Case Study
We developed six simulations for customer service that produced effective results while gathering
detailed user performance data.
01
Each program was asynchronous and immersed the learner into a real client conversation
leveraging multi-branching dialog.
02
A combination of 360-video and CGI was used to emulate a real office environment.03
We combined industry-standards Lectora, Unity, and xAPI to produce a blended
WBT/VR solution compatible with the client's learning ecosystem.
04
Six VR-based performance simulations of customer
interactions, blended with a WBT solution.

6. PROGRAM 1 – LIFE EVENT
KEY DESIGN ELEMENTS:
• Three performance simulations
• Filmed in 360-video
• Multi-branching dialog conversation
• Each decision point aligns and scored with:
• Empathy in customer service
• Accurate process execution
• Interactive forms using CGI
• Final scores for empathy and process
• Ability to replay to improve score
Click Image to Launch Demo

7. PROGRAM 2 – END OF LIFE
KEY DESIGN ELEMENTS:
• Three performance simulations
• Filmed in CGI using actual blueprints
• Full mobility around the office
• Multi-branching dialog conversation
• Mind in the sky to visualize the customer
• Game design produced character experiences
• Each decision choice aligns with an archetype:
• Empathy, Sympathy, Silver Lining, Dodger
• Final assessment defined difference between their
archetype and empathy.
Click Image to Launch Demo

8. Actual User Feedback
Call Centers:
300 associates across seven locations
(including four mega-centers)
Bank Centers:
100 associations across 22 locations
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree

9. Detailed User Feedback
Procedure-Centric Program Customer-Centric Program

10. Improved Customer Satisfaction Rates
Call Center #1 Call Center #2

11. Development Process - VR via Design Thinking
EMPATHIZE
DEFINE
IDEATE
PROTOTYPE
TEST
LAUNCH
Workshops
Interviews/Shadowing
Problem Definition
Behavioral Needs
Organizational Needs
Future State
Best Practices
Environments
Experiences
Priorities
Refine Design
Complete Functionality
Beta and Pilot Testing
Feedback Review/Analysis
Reviews and Approvals
Audience Personas
Behavioral Challenges
Performance Issues
Learning Outcomes
Ecosystem
3D Wireframes
Low-fi VR Versions
Review and Input
IT Integration Review
Revisions & Iterations
Final Version
IT Integration
Device Logistics
VR App Distribution
LMS Integration
Roll-out

12. Lessons Learned
1. Nothing about VR development is familiar.
2. The choice of subject matter influences value of VR.
3. User testing requires more hand-holding.
4. Game design provides richer results.
5. Security, security, security. Get IT involved early.
6. Select a tool set that enables agnostic development.
7. There was no preference between 360 and CGI.
8. A single headset can serve a lot of people.
9. Training and support through user groups.
10. Age doesn’t matter.
11. VR and LMS do not play well together, yet.

13. Final Assessment
In short, when a new technology
effectively develops performance,
and the audience desires to use it, it
is clear indication of the potential
value of that technology.

14. Thank You.
The VR Project was smooth sailing!
Call me when you’re ready for your
voyage into the new world of VR...
Bill West
Founder and Captain
phone: (812) 360-2077
email: bill@regattavr.com
web: www.regattavr.com