JPMorgan Chase – Branch Experience

Challenge

Create an immersive onboarding experience that creates excitement for new employees of JPMorgan Chase & Co. working within the Customer Contact Centres, as well as demonstrates the possibilities of the technology to the wider internal stakeholder group.

Use Case

Due to the location of the majority of the JPMorgan Chase & Co. Customer Contact Centres, many Customer Service Agents do not have the opportunity to visit a local Chase branch themselves in person. Therefore in order to be better able to assist customers during contact via digital forms, an immersive, interactive experience would allow the CSAs to provide accurate information around how to complete specific transactions as necessary.

Hardware

As the agreed application design requires 3DoF input only, to view and select scenes within the 360º video experience, the target platform was Meta Go mobile VR headset.

Build

360º filming took place on location at the Dallas Fortworth Chase bank branch, to capture all the areas of the standard branch layout, using the Insta360 Pro2 8K camera rig. This was related to the narrative storyboard created beforehand to ensure the users would have a logical flow through the experience whilst capturing all the pertinent areas with associated scripts, delivered by Chase employees.

The 360º video footage was then wrapped into a Unity application to allow interaction and user choice, adding additional progress indicators to ensure the user had fully explored the experience. Additional easter egg hidden elements were inserted to provide a sense of heightened engagement, to encourage replay and close attention being made by users.

Impact

JPMorgan Chase & Co. expect 3,000 employees to have access to the experience over the course of the 1st year of deployment.

Whilst providing a 360º video experience, there are a number of useful outcomes that are not possible with traditional video delivery, including:

• Learner “superpowers” – Gives learners enhanced capabilities, tools and confidence
• Reduced time to train – Learning objectives can be delivered in shorter sessions anywhere
• Reduced costs to train – Learners do not need access to real world assets or travel for training
• Improved training scenarios – Edge cases and greater depth of interaction and involvement
• Greater knowledge retention – Learn by doing, building up muscle memory
• Deeper formed memories – Greater number of senses involved with learning
• Greater memory recall – Greater knowledge retention and deeper memories to draw upon later
• Repeatable – Virtual simulations can be easily replayed and repeated or customised
• Consistent – Many forms of traditional training suffer from consistency of training where humans are involved to provide the same level of quality over and over