Success pilot of VR for customer service training for one of the world's largest financial institutions.

1. VRCASESTUDY
Top-three financial services
companyin the US
Presented byBill West
Body text

2. Proving the
Potential of VR
Client Mission 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
VRinto the client's secure infrastructure.
Apply virtual reality (VR) for
customer service in areas where
customer empathyand process
adherence are equally significant
contributors to success.
Demonstrate that VRwill 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).

3. Key Phrases
Client Mission Regatta?s Mission
Partner with the client to develop an
effective performance solution
Blended virtual reality technologies.
Support the integration of VR into the
client's secure infrastructure.
Customer empathyand process
adherence are equally significant
contributors to success.
Demonstrate skills and behaviors
required for successful customer
interactions
Both in-person and in the call center
(where you do not personally see the
customer).

4. Virtual Reality (VR) will have the greatest impact on learning since the mobile phone.
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.
Our Viewpoint
We can produce fully immersive experiences that feel like real life,both in the
environment and the sensitive tasks that they must perform.02
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It requires discipline. We apply this new technology with a formal,proven instructional design
methodology and prescriptive user experience framework.04

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

6. Contact Center: Effective wayto
learn: 82%agree.
Zero percent disagree.
Financial Center: Effective way to
learn: 78%agree.
Only 11% disagree.
Contact Center: VRshould be
expanded: 91%agree.
Zero percent disagree.
Financial Center: VRshould be
expanded: 75%agree.
While 25% disagree.*
Performance increase from
76% to 85% in call centers.
Technical solution integrated to
the client's LMS/LRS.
VIVEwas utilized given its proven
security and behind the fire wall
enterprise distribution system.
Signs of
Success
* Productive insights: The choice of subject matter influences perceived value of VR. Some subject matter is more
optimal for VR. Subjects with higher interpersonal interaction and empathy requirements scored higher than
subjects with heavier process requirements.

7. VR Pilot Result s

8. VR Pilot Result s
Financial Cent er Cont act Cent er

9. VR Pilot Result s

10. Our Development Process - VRDesign Thinking
EMPATHIZE
DEFINE
IDEATE
PROTOTYPE
TEST
MEASURE
Workshops
Interviews/Shadow Calls
Problem Definition
Behavioral Needs
Organizational Needs
Audience Personas
Behavioral Challenges
Performance Issues
Learning Outcomes
Ecosystem Definition (IT)
Future State
Best Practices
Environments
Map Experiences
Define Priorities
3DWireframes
Low-fi VRPrototypes
Review and Input
ITIntegration Review
Revisions& Iterations
Refine Design
Complete Functionality
Beta and Pilot Testing
Feedback Review/Analysis
Reviewsand Approvals
Field User Results
Ecosystem Monitoring
Evolutionize Support
Data Analytics
Solution Improvements

11. Series 1 Design
Techniques
Life Event
KEY DESIGN ELEMENTS:
- Three performance simulat ions
- Filmed in 360-video
- Mult i-branching dialog t hrough conversat ion
- Each decision point aligns and scored wit h:
- Empat hy in cust omer service
- Accurat e process execut ion
- Int eract ive forms using CGI
- Final scores for empat hy and process
- Abilit y t o replay t o improve score

12. Series 2 Design
Techniques
End of Life
KEY DESIGN ELEMENTS:
- Three performance simulat ions
- Filmed in CGI using act ual blueprint s
- Full mobilit y around t he office
- Mult i-branching dialog t hrough conversat ion
- Mind in the sky t echnique used t o visualize t he
cust omer and build empat hy
- Game design produced charact er experiences
- Each decision choice aligns wit h an archet ype:
- Empat hy, Sympat hy, Silver Lining, Dodger
- Final assessment defined difference bet ween
t heir archet ype and empathy.

13. Final Assessment
To ensure a sound solution that the client can maintain,we
combined industry standards tools (Unity) and the client's
tool set (Lectora,Cornerstone).
To keep the client protected,we deployed HTC's VIVE
headset,used by nearly every auto manufacture and
aerospace company.
The additional challenges that many company's forget:
- Determine an ecosystem that will enable the client to
produce VRwithin the security requirements.
- Select and implement a tool set that enables agnostic
development of VRprograms by anyvendor,and by internal
resources,while ensuring that all programs are
maintainable without getting locked into a proprietary
platform or single device manufacturer.

14. Final Assessment
- We demonstrated that virtual reality can be used at a
global company to effectively build empathy while
elevating performance.
- The data proved that both individual and organizational
performance improved.The audience overwhelmingly
endorsed VR.
- 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.

15. Thank You.
The VRProject was smooth sailing!
Call me when you're ready to take
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