In a previous blog, I described how we created an award winning onboarding experience for the legendary consulting firm: Booz Allen Hamilton. And in the one prior to that, I outlined our secret recipe. (If you missed that blog you may want to take a look now, because I’m going to showcase new ways to provide context, create a strong first impression, ensure engagement and fun, and reflect the client’s culture.)
Today I’d like to tell you about an ambitious “Level 4” simulation we developed. That is, it uses a gaming engine with rules and probabilities, as well as deeply pathed scenarios that mimic real-life customer interactions.
We built it for a retail client who was looking for an immersive, updatable experience for their Sales Representatives in an accurate store setting. And given the fast-paced nature of this retail space, our team’s goal was to build an experience that could be easily updated.
We developed a solution that uses a “mashup”of several technologies. It’s broken into several components which all work together to speed learner development: the Overview, the Virtual Store and the ASK System.
The Overview of the course is a 3D model of a typical retail store. It showcases all of the devices that can be found in the stores and provides links with detailed information and videos. Facets of the store, such as the demonstration area, use green screen video of a narrator in front of rendered virtual elements to instruct on its use. Because change is constant in a retail environment, all of the devices can be easily updated or changed, and the information provided in many of the links often points to materials that exist elsewhere to simplify maintenance.
After exploring the Overview, learners are invited to navigate the Virtual Store and interact with customers. They “walk” through the environment by panning with the mouse or using the arrow keys. As they encounter customers in the store, they can click on them to begin a sales interaction. There are dozens of scenarios, each representing a different sales conversation with multiple endpoints. They focus on a range of relevant sales concepts: either a service, a detailed portion of the sales process, or the features and functions of a new product. As they interact with each customer, the learner can experience a range of up to nine animated emotional states.
Learners are evaluated on sales and customer satisfaction. Relative success in one scenario can cause other “virtual” customers in the store to be angry or happy, which affects subsequent interactions. Feedback is typically provided at the end of the interaction.
In the ASK System, we filmed and indexed approximately 100 videos of our client’s associates to support best practices, tips, and advice on selling. The videos serve as a virtual coach and can be accessed at any time via search or in response to frequently asked questions. Using tagging and scoring, the videos (and associated FAQs) intelligently arrange themselves based on rating and “relatedness” to the video that is currently being viewed.
Together, the Overview, the Virtual Store and the ASK System provide new learners with a comprehensive, risk free learning environment in which they can hone their skills. And because the content is kept up to date, learners are encouraged to return often to use it as reference and to learn about new devices and sales techniques as they are introduced.
It’s another great example of how virtual tools are creating incredibly robust learning solutions at a price point that wasn’t possible even five years ago. The world of learning is changing fast. At Blueline Simulations, we’re committed to staying on top of it, and bringing you the very latest and best technologies.
We’ve got a few more learning tricks up our sleeves. We’d love to show you, and then help you imagine the incredible levels of efficiency, engagement, retention and organizational change that are available to organizations like yours.