VR/AR Adoption
Challenge:
Verizon Wireless needed to scale its Virtual Reality (VR) and Augmented Reality (AR) training programs. However, the high cost and extended development time—often twice as long as traditional training—posed significant challenges. To optimize investment, we needed to evaluate the best enterprise-wide use cases.
Our Approach:
We launched a nationwide hackathon, sourcing use cases from all Verizon departments. Through design thinking workshops, we guided teams to identify the most promising opportunities. After compiling and refining the top use cases, they were presented to Verizon’s Vice Presidents.
Outcome:
The top four use cases were selected and funded for content development, positioning Verizon to scale VR and AR training more efficiently. Click the video above to learn more about one of our use-cases.
Gamification
Challenge:
Verizon’s new hire program lacked engagement due to large lecture-based sessions, minimal hands-on practice, and complex technical training.
Our Approach:
We developed a gamified platform integrated with Verizon’s Bunchball system. This platform allowed trainers to run targeted missions, enhancing hands-on experience while rewarding associates for their achievements.
Outcome:
Our solution saved Verizon $2.4 million in operational costs by shortening the program duration and boosting engagement through interactive activities and gamification.
Data Alignment and Optimization
Challenge:
Walmart faced inconsistencies in user data due to multiple teams managing system and user metadata separately. This led to redundant access requests, increased security risks, and higher licensing costs due to the lack of a single source of truth.
Our Approach:
We developed a 16-point metadata system that integrated across all platforms, creating a universal path for consistent, actionable data.
Outcome:
The implementation of the 16-point Metadata System, along with a Data Governance Policy and Core Team, normalized data sources and enhanced data accuracy across all systems, improving efficiency and reducing security risks.
Uncovering Process Failure and Remediation
Challenge:
Walmart Customer Care encountered multiple breakdowns in their remote onboarding process. Stakeholders and technology teams struggled to identify the root cause, leading to negative experiences for new hires due to missing equipment and system access issues.
Our Approach:
We developed an application that captured associates' onboarding experiences in real-time. Trainers were able to monitor system and hardware access and track each new hire's journey, feeding the data into a shared dashboard used to enhance team performance.
Outcome:
We identified the root cause of failures, adjusted process timelines, and implemented a scorecard system to track and improve future associate performance.
