Training with XR
Explore Environments with Interactive 360 Photos
Analysis
The client eliminated several weeks of in-the-field training to get new engineers into their role more quickly. However, this led to several mistakes as they had not actually seen some of the environments they were engineering within.
Design
I designed nearly a dozen immersive experiences using interactive 360 photos and virtual reality headsets. Because we could not bring the engineers to the field, we brought the field to them. Not only did the engineers learn about the environments, but they also evaluated 360 photos to engineer actual jobs based on what they saw.
Development
This experience was created before rapid 360 development tools were available. The photos were taken with 360 cameras and edited in Photoshop to prepare them for VR headsets. The interactive environments were built using the three.js JavaScript library and HTML5 in order to work on both the web and VR headset.
Results
Performance was significantly higher for the engineers that went through the experiences compared to those who did not. The Level 3 evaluations for the course increased by 45% after implementing the experiences.
Bring the Field to You with AR
Analysis
Due to COVID-19, I was responsible for leading a team to virtualize nearly 500 hours worth of in-person leader-led classes into virtual training. One of our biggest challenges was allowing learners to get hands-on with equipment.
Design
Augmented Reality (AR) is an emerging technology that allows learners to bring virtual objects into their real space. I had recently completed a Udacity Nanodegree on XR development and knew that this technology could be used by instructors to place high-resolution models in the leaner’s real space, regardless of where they sat physically. The goal was to build the top 100 pieces of equipment used in training into augmented reality objects.
Development
Several technologies were used to build this AR experience. First, the manufacturers provided 3D models, that I in turn brought into Blender to make them compatible with Apple’s ecosystem. AR Kit was used to program the functionality of the objects in the real works, and Apple AR QuickView was used to make the objects work with every phone used in the company.
Results
We received feedback from learners that it was not only helpful during training, but they used the models in the field when discussing with peers as well. Moving to virtual classroom proved difficult, but these immersive experiences engaged and excited our learners.
Customer Service in VR
Analysis
With an increased focus on customer service, it was clear that experienced employees knew the rules but had trouble knowing how to deal with difficult situations with customers.
Design
While role-playing was helpful in previous training, it simply wasn’t enough because it was difficult to make the learner feel the pressure of actually dealing with an upset customer. I led a small team to design an immersive virtual reality experience that put the learner in some of the most difficult customer situations. The team designed each experience including scenarios, scripts, interactions, branching logic, and implementation. A 4-hour class was created around these experiences, and the course was toured around the country.
Development
Development was done by a third-party vendor, though they were overseen by me. This video showcases aspects of the end-result.
Results
A Level-4 evaluation was conducted after the session, and those who went through the class had a 17% better score than those who did not.