VR Training • Credit Union Onboarding

Scope

  • Workshop facilitation to define training goals
  • VR training app design for engaging scenarios
  • User preference analytics and performance assessment

CLIENT

Ent Credit Union

Duration

Nov, 2023 - Feb, 2024
7 Sprints Proof of Concept

My Role

Lead VR Product Designer
  • Facilitated workshops to establish training objectives
  • Designed engaging VR scenarios
  • Managed training analytics

Ent Credit Union was facing a challenge: the traditional methods used for training new frontline employees were costly and time-consuming. In an effort to transform their onboarding process, we introduced a cutting-edge solution—virtual reality training. This shift introduced a whole new way of learning through engaging and interactive VR scenarios. As a product designer, I focused on optimizing the learning experience and interactivity. This initiative marked a pivotal change, aiming to streamline training and enhance effectiveness across the financial sector.
design process
Discovery challenge, scope, and desired outcomes

TARGET AUDIENCE

Member Service Representative (MSR) Trainees

OBJECTIVE

Use VR training to help MSRs develop soft skills for effectively leading sales conversations that encourage members to apply for credit cards.

CHALLENGES

Leading Sales Conversation

The current sales training method at Ent Credit Union, which utilizes role-playing exercises, faces challenges with consistency and scalability. The limited training capacity in a classroom setting results in insufficient time for employees to engage in extensive practice or receive personalized feedback on their performance. As a result, employees often feel underprepared for real-world interactions after training, struggling to spot sales opportunities and achieve conversational goals.

DESIRED OUTCOMES

Working with Content

Selecting the Training Persona

Features the ‘Affluent Non-Switcher’ persona, reflecting the attributes of the primary customer profile.
The persona represents the largest member segment at Ent CU (31%).

Content & Scenario Define

Educate at the right moment

Trainees are granted the autonomy to explore and interact with the virtual environment.

Make users actors, not observers

Minimizes the learning curve and helps users focus on the training content rather than on how to navigate the VR environment.

Levelling up confidence

Goal-oriented design with immediate feedback mechanism guides learners through progressively challenging scenarios, allowing them to build competence and confidence step by step.

Creating a Realistic Atmosphere in VR

Building textures and materials

Matching the textures and materials to the real-world branch environment. This attention to detail ensures learners are immersed in a setting that mirrors their everyday workspace.

Prototype

Creating a prototype enables us to establish accurate expectations and collect feedback.
It allows the testing of interaction models tailored to VR, ensuring they are intuitive and effective.
It also assists in assessing the technical feasibility of features, ensuring the app’s envisioned functionality can be realistically implemented.

Result in a nutshell

VR environment – service centre

Real-time sales simulation

Testing & Validating

usability testing

Through usability testing with actual MSR trainees, we can:

💫 Map the Experience. Identify pain points and opportunities for the next steps;

👍 Validate our Hypothesis.

What MSR Trainees Have Said...

Success Metrics

In the VR training with 5 MSR trainees, we had the participants fill out pre-training and post-training surveys. We found comparisons before and after the training.