McDonald's Virtual Reality Training Program
Building next-gen hospitality skills.
Problem
Problem
Problem
McDonalds was on the precipice of moving to a first-of-it's kind restaurant model - with a counter-less design and highly personalised service experience. This new store design demanded a total re-think of customer service, with staff required to learn new ‘soft’ skills, service standards and roles.
In order to prepare for the step-change, McDonalds needed to embed a new style of training - one that could be completed in a virtual store, before the physical store’s opening.
McDonalds was on the precipice of moving to a first-of-it's kind restaurant model - with a counter-less design and highly personalised service experience. This new store design demanded a total re-think of customer service, with staff required to learn new ‘soft’ skills, service standards and roles.
In order to prepare for the step-change, McDonalds needed to embed a new style of training - one that could be completed in a virtual store, before the physical store’s opening.
McDonalds was on the precipice of moving to a first-of-it's kind restaurant model - with a counter-less design and highly personalised service experience. This new store design demanded a total re-think of customer service, with staff required to learn new ‘soft’ skills, service standards and roles.
In order to prepare for the step-change, McDonalds needed to embed a new style of training - one that could be completed in a virtual store, before the physical store’s opening.
Training today's team with tomorrow's tools.
Reframe
Reframe
While McDonalds built their new store model, we developed new models of training in parallel. The addition of self-ordering kiosks, created new expectations and responsibilities around customer interaction for the often young staff. They needed help building awareness and empathy to engage beyond the counter and embrace more diverse service interaction.
We sought to use VR technology to prepare them for increased customer engagement in an immersive, real-world simulation.
The novelty of VR ensured high-rates of engagement with young crew members, whist creating an opportunity for the team to step into the shoes of customers and experience service interactions in a way they'd never been able to before.
While McDonalds built their new store model, we developed new models of training in parallel. The addition of self-ordering kiosks, created new expectations and responsibilities around customer interaction for the often young staff. They needed help building awareness and empathy to engage beyond the counter and embrace more diverse service interaction.
We sought to use VR technology to prepare them for increased customer engagement in an immersive, real-world simulation.
The novelty of VR ensured high-rates of engagement with young crew members, whist creating an opportunity for the team to step into the shoes of customers and experience service interactions in a way they'd never been able to before.
While McDonalds built their new store model, we developed new models of training in parallel. The addition of self-ordering kiosks, created new expectations and responsibilities around customer interaction for the often young staff. They needed help building awareness and empathy to engage beyond the counter and embrace more diverse service interaction.
We sought to use VR technology to prepare them for increased customer engagement in an immersive, real-world simulation.
The novelty of VR ensured high-rates of engagement with young crew members, whist creating an opportunity for the team to step into the shoes of customers and experience service interactions in a way they'd never been able to before.
Solution
Solution
Working in partnership with our sister tech agency, Nomad, we scripted, directed and filmed 360˚ training content that would allow staff to immerse themselves in the store environment and walk through key service scenarios before the restaurant had been built.
Working in partnership with our sister tech agency, Nomad, we scripted, directed and filmed 360˚ training content that would allow staff to immerse themselves in the store environment and walk through key service scenarios before the restaurant had been built.
Working in partnership with our sister tech agency, Nomad, we scripted, directed and filmed 360˚ training content that would allow staff to immerse themselves in the store environment and walk through key service scenarios before the restaurant had been built.
Impact
Impact
Within just three weeks of taking the project brief, a MVP solution was delivered for launch. We delivered the training through a pilot program - ensuring teams were ready to hit the ground running at restaurant open - while also up-skilling the McDonalds crew to run the training themselves for future team members.
Within just three weeks of taking the project brief, a MVP solution was delivered for launch. We delivered the training through a pilot program - ensuring teams were ready to hit the ground running at restaurant open - while also up-skilling the McDonalds crew to run the training themselves for future team members.
Within just three weeks of taking the project brief, a MVP solution was delivered for launch. We delivered the training through a pilot program - ensuring teams were ready to hit the ground running at restaurant open - while also up-skilling the McDonalds crew to run the training themselves for future team members.
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