Training Retail Employees for High-Risk Situations Using VR
CLIENT
T-Mobile AG
ROLE
Pitch Concept and Strategy
PRODUCT
VR Solution
When COVID prevented in-person training sessions, T-Mobile needed a digital solution to train store employees on handling aggressive clients and armed robberies. I proposed a blended learning approach combining micro-learnings, interactive video, online sessions, and VR simulations to recreate high-pressure situations while delivering training in the most effective format.
client
As the Netherlands transitions into a cashless society, the valuable merchandise of T-Mobile stores became an attractive target for armed robberies.
To teach their employees how to respond to these robberies, T-Mobile organised workshops that were led by high-energy trainers. These trainers would recreate a robbery, but within a safe environment, so that the employees knew what to expect. The workshops where also used to train employees how to handle aggressive clients.
When Covid prevented the physical trainings from happening, T-Mobile looked towards VR to continue their trainings digitally.
PITCH CONCEPT AND STRATEGY
While creating a VR experience sounds good, there are many facets one must keep in mind. How do you get the headset to the user? Does he or she know how to use the headset? Then there is the threshold for putting on the headset, especially when nobody is around to support you. VR can be an effective medium, but not always the best to convey your message.
In my pitch I suggested a broader method for the digital training. As T-Mobile was not restricted to one training day, they could spread out their digital training over the course of several days. I broke up the large amount of information into smaller chunks and matched it with the best communication method.
Step 1: Trigger
The user gets a notification about the digital training and instructions on how to apply for the program.
Step 2: LMS
The user signs up to the digital training in the Learning Management System.
Step 3: Mirco-learnings
In a brief and playful way, the user will get an introduction on armed robberies and client aggression.
Step 4: Interactive video
The user will experience a robbery enacted out in an interactive video. Gamification elements within the video require that the user acts decisively under pressure.
Step 5: Register
The user is now able to register for the online group session and will be sent a VR headset.
Step 6: Online session
The trainer will give the group in-depth information on what to do during a situation with an aggressive client, followed by instructions on how to use the VR headset.
Step 7: VR experience
The user will implement what they learned in the mirco-learnings and online session during their VR experience. The trainer remains available to offer the user technical support if needed.
Step 8: Online review
Once everyone in the group has completed the VR experience, they will discuss their actions with the trainer and the other users to recap their and finalise their training.
“I'm happy I can do the digital training at my own pace."
“It's great that I can now focus my energy on the more complex experience of the training.”
"Since the training is digital, there is less disruption in the work schedule."
While VR is great for recreating high-intensity experiences it is not suitable for conveying introductory information. Likewise, while micro-learnings are great for learning introductory information, a trainer is more effective when teaching in-depth knowledge.
In addition to breaking down the information in eight steps, I also looked at each step from both the user, store manager and trainer's perspective and how it relates to them individually. This holistic approach in both implementing multi-media as well as keeping the end-user perspective in mind is what led us to winning the job over a heavy weight VR competition.