Companies such as UPS, Volvo, and Walmart are increasingly incorporating virtual reality (VR) technology into their employee training programs, the Wall Street Journal reports.
This immersive technology is being used to educate workers on a variety of topics, ranging from technical skills like hardware maintenance to softer skills such as leadership and empathy.
Businesses have long been cautious about adopting VR, a technology that has generated both considerable excitement and skepticism. While initial applications like virtual meetings and metaverse initiatives fell short of expectations, the technology has evolved. As VR hardware has become more advanced and affordable, companies are finding more practical uses for it, particularly in training.
“VR will always be a strong tool for training,” said Johan Hellqvist, head of mobile and XR/3D at Volvo Group.
He now uses VR to train employees on tasks like replacing electric truck batteries. UPS has implemented VR for driver training, covering situations such as package stacking and how to react in scenarios like a dog attack. Meanwhile, Walmart is using VR to teach employees soft skills, like showing empathy when dealing with frustrated customers.
Despite VR’s long history, it has only been accessible to consumers and businesses in recent years. Gartner analyst Tuong Nguyen noted that while the technology once promised wide-ranging applications, many early use cases—like virtual office meetings—did not deliver the expected value. However, advancements in VR hardware and software, combined with improved content libraries, are helping companies discover its true potential for employee training.
Brad Scoggin, CEO of ArborXR, a firm that works with companies like UPS and Volvo to manage VR devices and content, highlighted the benefits of VR in training.
“The way people learn is changing, and VR is driving that change,” he said.
Scoggin also emphasized that VR is more effective than traditional methods for certain types of training, such as workplace harassment, as it allows users to experience scenarios from another person’s perspective.
While some businesses create their own VR training content, others outsource it from third-party providers, using headsets from companies like Meta, HTC, and Apple. Though setting up VR training requires significant investment—often a six-figure sum—many companies find it more cost-effective than traditional methods, which can involve costly equipment and travel.
For UPS, VR has become an integral part of driver training. The company now uses VR for “pre-trip” training, guiding new drivers through key tasks before hitting the road. UPS is also expanding VR training to other roles within the company, such as package handlers.
Law enforcement is another sector where VR training is gaining traction. Police departments across the U.S. are using the technology to train officers in high-risk scenarios, such as weapon use and civilian interactions.
“Officers felt like they were really there,” said Deputy Police Chief Chris Botzum of the Joliet Police Department, describing how officers reacted to VR scenarios as if they were on actual patrol.
Financial services firms, like London-based St. James’s Place, are also using VR to train employees. Their financial advisers use VR to practice client engagement, receiving feedback on their interactions, such as whether they equally address both men and women during meetings. Although VR is more expensive than traditional training, Nicki Finnigan, the company’s director of learning and development, believes it is more effective and efficient.
Walmart’s training program similarly leverages VR for scenarios that are difficult to replicate in real life, such as managing customer frustrations. According to Jen Buchanan, vice president of the Walmart Academy, VR training provides valuable data on employee performance and helps refine their training methods. However, Buchanan emphasized that VR is just one tool in Walmart’s broader training strategy, with in-person training still preferred for certain skills like leadership.
