Training
Through Empathy
Highways England’s customer satisfaction scores generally run at around 90%, but this government company is constantly looking for ways to improve on them.
The key focus of a Traffic Officer is the safety of themselves and road users, above all else. A close second priority is the satisfaction of road users. Highways England identified an opportunity to improve their customer satisfaction scores addressing specific feedback received. MXT designed a training simulation, working with Highways England, to help Traffic Officers empathise with road users in particular situations that they may or may not be familiar with.
FEATURED TECHNOLOGIES:
- Virtual Reality
- Immersive Sound
- Motion Capture
WE ARE ABLE TO DELIVER HIGH QUALITY GRAPHICS BOTH STYLISED AND ULTRA-REALISITIC. THIS MAKES ALL OUR VR APPLICATIONS EXTREMELY IMMERSIVE.
key aspects of customer centric training
CUSTOMER FOCUSED TRAINING
The Traffic Officer trainee, fully immersed in the training simulation, encounters a series of different situations designed to help them appreciate different ways of dealing with road users. Based on NRUSS (National Road User Satisfaction Survey) feedback, particular customer groups were highlighted in the simulation. For example, there are those that don’t speak English as a first language, those that are vulnerable in some way, or people subject to an escalating situation.
CONSISTENT TRAINING
The trainee is encouraged to choose their approach from a selection of pre-determined sentences with the (simulated) road user responding accordingly. This helps the trainee to appreciate how (sometimes subtle) changes in approach and tone can influence the conversation to provide swift and satisfactory resolutions.
MULTIPLE APPROACH
The use of motion capture animation and careful scripting is used to accurately recreate real-life experiences. Voiceover actors all help the trainee to appreciate body language, tonal changes, and type of reaction to their chosen words and behaviours. The immersive experience takes place against the backdrop of a live highway with the sights and sounds adding to the realism.
FLEXIBLE AND REMOTE
Training in this way is hugely effective and fun. It can also be taken to the trainees instead of the trainees and course leaders travelling to and from courses hosted in training centres or elsewhere. This minimises operational impact, reduces costs, and improves overall satisfaction. Win, win, win.serious messages being delivered.
