Training VR and AR Use Cases

VR and AR in Action


Industry: Retail
Use Case: Training

VR Cuts Employee Training Time by 96%

Immersive learning, which is founded in virtual reality (VR), has benefited from hardware improvements, cloud-based content delivery, data science, and spatial design. It has become the “killer app” of VR, and many Fortune 500 companies now view it as a key part of their training programs.

Walmart initially added immersive learning to its 200 academies, which train associates in customer service skills. During the pilot, associates who used VR training reported 30% higher satisfaction, scored higher on tests 70% of the time, and had 10% to 15% higher knowledge retention. Walmart has since rolled out more than 17,000 VR headsets to all of its stores across the U.S., so more than one million associates can learn job-essential skills right where they are.

The company has also created a VR experience to show workers how to set up its stores’ pickup towers—essentially, vending machines for customers to retrieve their online orders. The setup is a relatively complicated process that must be done a certain way. Previously, the training had been conducted by a human coach, who had to travel from store to store, and consisted of an all-day session. With the VR experience, travel is not required and the training time has been cut to just 15 minutes—a 96% reduction. Notably, Walmart has found that immersive learning trains associates just as well as a coach would. When reviewing the work of employees who used the VR experience, the e-commerce coach said they clearly were knowledgeable in everything the coach would have taught them and retained the relevant knowledge.




Bank of America
Industry: Financial
Specific Industry: Banking
Use Case: Training

VR Increases Employee Learning Retention

Bank of America announced that they will be working with Bay Area-based VR startup Strivr to bring more of their workplace training into virtual reality. The financial institution has already used the startup’s tech in a pilot effort with about 400 employees, but a wide-scale rollout would mean scaling the VR learning platform to more of the company’s 50,000 client-facing employees and potentially bringing thousands of VR headsets to its bank branches.

Bank of America executive John Jordan has plenty of ideas of where it will be able to implement the technology most effectively, but is open to experimenting early-on, noting that they have developed VR lessons for everything from notary services to fraud detection. Jordan also says that they are working on more ambitious tasks like helping employees practice empathy with customers dealing with sensitive matters like the death of a relative.

For Bank of America, VR offers a platform change to reexamine some of the pitfalls of conventional corporate learning.


Industry: Manufacturing
Use Case: Training

AR Shortens Training Time for Factory Staff

Augmented Reality Training is often considered a more intuitive and effective learning method, compared to trainingVR in manufacturing via manuals or videos. It is also preferred by millennials, a generation that grew up on video games, smart glasses and computers. AR-enhanced programs can help minimize training costs for manufacturers, allow for faster on-the job training, and can capitalize on experienced workers’ knowledge through telepresence and first-person training.

Augmented Reality even allows manufacturers to include training right into production activities. New employees can be deployed more immediately, wearing Smart Glasses to guide them through step-by-step instructions and near fool-proof visual aids overlaid on the parts and equipment they need to assemble and operate. Veteran staff can use Smart Glasses to record videos with voice notations of intricate assemblies, handling and other procedures, creating valuable training material that usually shortens the learning curve for their replacements.

Smart Glasses are already in use by some of the world’s largest manufacturers, including major car companies. The automotive industry is an essential case study for Smart Glasses: high variability on the modern vehicle assembly line presents a classic manufacturing challenge that cannot be solved by automation alone. The complex exception handling processes involved in industries like automotive assembly call for a smart device capable of enabling workers of all skill levels to deal with variability.

Learn more about VR trends: Virtual (VR) and Augmented Reality (AR)

Industry: Manufacturing
Specific Industry: Automotive
Use Case: Training

AR Transforms The Owner’s Manual into a Highest-Quality User Experience

Mainstream automakers have launched augmented reality owner’s manual apps. Virtual Guide apps are the carmaker’s modern take on the traditional owner’s manual, allowing consumers to use their smartphone or tablet computer to get how-to information for repairs, maintenance and vehicle features.

The Hyundai Virtual Guide uses two- and three-dimensional tracking technology to deliver deep levels of information related to different parts of the car. Users simply position their phone or tablet’s camera over the part they want to learn more about. The app also contains 82 how-to videos, six 3D overlay images that appear once users scan areas of their vehicle like the engine bay and more than 50 informational guides.

The Hyundai in-vehicle Car Care app put the owner’s manual right inside the vehicle’s touchscreen, giving customers the services and information they want the most, when and where they need them most: right inside the car.

Industry: Manufacturing
Specific Industry: Automotive
Use Case: Training

AR Technologies Enables Customer to Learn More About a Vehicle’s Key Features

In 2019, Toyota launched the Hybrid AR app, to allow customers to gain a better understanding of how its new C-HR model. The app works by overlaying images of the inner workings of the Hybrid drivetrain onto physical vehicles.

Customers can interact with the app to be able to discover more about the car’s key features, like the hybrid’s motor, battery, and its fuel tank. Customers can also go in-depth into how the car’s energy is used and how the drivetrain works in different drive states.

For automotive brands, technology is becoming a key part of the acquisition process, allowing customers to gain insight into the product in new and immersive ways – and ideally draw them further down the path to purchase.

FedEx Ground
Industry: Services
Specific Industry: Logistics
Use Case: Training

Use of  VR In Training Improves Safety, Performance, and Retention

Immersive learning re-creates in VR the day-to-day challenges workers encounter on the job, letting them practice whatVR use in training to do and say in a safe, realistic simulation. Where traditional methods might have had workers talk about a complicated scenario in a classroom or even role-play it with one another, VR trainings help them build their skills while seeing, hearing and feeling exactly what they would in the moment.

FedEx Ground, meanwhile, has chosen to meet the skills gap head-on, given the rising demand for frontline employees as the consumer economy more fully embraces e-commerce, which uses far more small-package transportation than ever before. Training employees efficiently and effectively is paramount, as is giving new hires a sense of what the job entails. The company uses VR to teach package handlers to safely load a truck with the maximum number of packages, an essential task that’s difficult to simulate in a classroom.

Crucially, workers can go through the experience as many times as needed. “If we have a trainee who isn’t successful in the first run-through, he or she can go back and repeat the training experience. In a more recent training, we have also built-in coaching inside the experiences themselves to help out in the moment,” says FedEx Ground’s Jeff Welch (managing director of FedEx Ground University). And because the platform lets employees go through the same experiences no matter their location, the training experience is standardized at scale—without the need for a human instructor. Welch says FedEx Ground so far has initially seen “improvements in safety, performance, and retention of our frontline employees” when using immersive learning. “With the adaptability of the virtual environment, a company could simulate changing scenarios,” he adds, “with the aim of enabling talent development to shift and change to meet competitive demands in the workplace.”

Industry: Telecommunications
Use Case: Training

Employees Using VR Outperform Their Counterparts

VR simulates real-world situations, and the science behind it shows exactly why it’s so effective. Over 20 years of research has found that the technology is great for building visual experiences, including for the business-essentialVR in telecommunications tasks in frontline workers’ jobs. When someone performs an action in VR, it activates the same parts of their brain as does performing the action in the real world.

For Verizon, immersive learning is offering a way to re-create interactions with tier-one business customers, which can be hard to do with traditional learning methods. The company created a VR experience, for example, to help call center employees build de-escalation and empathy skills, with the goal of transforming the customer experience during sensitive, business-critical conversations. “You can’t replicate empathy in a way that would be effective [in a classroom],” says Lou Tedrick, vice president of global learning and development at Verizon. While workers might know how to react when they leave role-play trainings, she adds, they don’t have the practice needed to turn the knowledge into instinct. Immersive learning, with its learn-by-doing methodology, helps employees build those instincts. The VR experience helps call center employees understand a customer’s point of view by virtually putting them on the other end of the phone. The experience “humanizes interactions and allows us to understand the customer exactly in the circumstances they are in,” says Tedrick.

When piloting the experience, Verizon compared the results of employees who were trained with VR and those who weren’t, looking at key performance indicators, including net promoter score, customer satisfaction rates, and call resolution. “Overall,” says Tedrick, “the folks who were trained using the VR experience … outperformed their counterparts.” Following the success of the VR pilot, Verizon decided to roll out the training to all of its call centers. “We’re modifying the scenarios to the times and the situations that employees deal with, but we’re using it with every call center organization,” says Tedrick.

Lloyd’s Register
Industry: Energy
Use Case: Training

Lloyd’s Register Has Seen an Uplift in Training Bookings & Has Already Achieved 3x ROI

Lloyd’s Register helps organizations within the energy industry with the safety and performance of their business operations. Training clients for understanding and using their energy equipment is one of its key offerings. But, due to the market downturn, its marketing department faced a threefold challenge to:

  1. Enhance the knowledge gained in the training classroom, creating a memorable, stimulating experience.
  2. Use technology to replicate real-life situations in order to test and improve learning outcomes beyond any competitors.
  3. Make it possible to train beyond the high-tech classroom facility in Houston and so create an international offering.

To address these challenges, the team created a virtual reality safety simulator. Three catastrophic industry events were created in VR and gamified. In each scenario, lives are at risk if people do not take the right action. ‘Players’put on a headset, see the incidents and then have the chance to fix them and learn more. The headset, a laptop and an iPad were the only items needed making the learning experience far more portable than the real safety equipment used in the classroom. The simulator has also been used to fuel marketing activity. It was taken to events such as the Offshore Technology Conference and the data it collected was used to create content and media opportunities.

Since the launch, Lloyd’s Register has seen an uplift in training bookings and has already achieved 3x ROI. The company is now taking its training offering even further, creating AR experiences so that whole teams can work together to solve scenarios. Costing £40,000, the project more than paid for itself, showing the value of executing an innovative idea. From idea to implementation, the project took just two months to develop and implement completely.


AMC Theaters
Industry: Services
Specific Industry: Movie Theaters
Use Case: Sales & Marketing

AR is Utilized to Activate Static Movie Posters

Delivering a message when and where an audience wants to receive it is a critical component of a successful marketing strategy. This is especially true when it comes to AR.

AMC Theaters, understanding their audience is most interested in upcoming movie trailers when they are at the movies, incorporated AR technology into their AMC app. When a user sees a movie poster in a theatre, they can open the AMC app on their phone, scan the poster, and receive relevant information, including a cast list and a trailer. If they are interested in the movie after scanning, they can also purchase a ticket immediately, within the app.

Ultimately, AMC Theatres is providing optimal convenience with their use of AR — while a user can view a YouTube movie trailer or Google a review, there is an added incentive to check the movie out and purchase a ticket when the user can do it all in one place.


Industry: Manufacturing – Consumer Goods
Use Case: Training

50% Reduction in Downtime Where the AR Tools Are Used

Global consumer goods manufacturer Unilever estimates that it will lose some 330 years of collective work and domain experience in just one of its European factories as its aging workforce retires. That loss of expertise in its plants ­– and lack of know-how among newer hires ­– can lead to costly downtime in its facilities.

The company is working with AR training and knowledge solutions provider ScopeAR, exploring ways to reduce that downtime with a live AR support application that allows technicians to collaborate with experts remotely. Users can share their view of a situation with a remote expert, and the AR maps work instructions and expert collaboration directly onto an object or area.

Unilever says that it has seen a 50 percent reduction in downtime in facilities where the AR tools are in use, creating a direct ROI of 1,717 percent of the initial investment.

Farmers Insurance Exchange
Use Case: Training

VR Enhances Claims Adjuster Training

VR training has become a best practice at Farmers Insurance Exchange. Its claims adjusters are being exposed to more scenarios and learning how to do their jobs faster with the help of VR.

In 2018, Farmers Insurance Exchange started using virtual reality to train claims adjusters. The technology created, in virtual space, actual conditions that employees face in the field. It proved successful at speeding up employee training, and a more advanced approach is being piloted. The initial implementation of Farmers‘ VR training focuses on identifying and assessing claims.

In the past, novice claims adjusters learned by traveling with a more experienced adjuster. Knowledge was gained with field experience and time. VR training accelerates that process. It virtualizes the types of problems adjusters tend to encounter. In the VR simulation, the trainee is taken through the investigation process virtually. Farmers Insurance Exchange states that would take years to go through what their staff is able to do with virtual reality.


VR Used in Training

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