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HEART VR: Problem Resolution

A hospitality giant was rolling out a new customer service program to address their most pressing operational challenge: problem resolution. Their new framework, called HEART, emphasized empathy and clever decision-making at every stage of guest interaction. But a critical question arose: even if staff understood the HEART model, how could they confidently put it into action during genuine, high-pressure guest moments?

Our team’s solution combined VR immersion and conversational AI to build learner confidence through safe, meaningful practice. Using Unity with the Meta XR SDK, we recreated hotel rooms and common areas from real properties. Learners verbally conversed with AI-driven avatars designed in 3ds Max, Maya, and Blender and animated with OVRLipSync for natural facial movement. A custom-built performance engine evaluated every learner decision against the HEART framework, triggering real-time adaptive feedback and post-session learning support. To guide the journey, we introduced a playful robotic companion—not just a character, but an in-world UI system that handled instructions, navigation, and encouragement, reducing cognitive load and reinforcing a growth mindset. (He also served as the marketing mascot for the experience.)

The impact was immediate. In 2023, HEART VR was showcased to 10,000+ hotel leaders at a global conference. Hundreds stepped into the headset to test their skills, and only one participant achieved a perfect score—proving the rigor and effectiveness of the simulation, even for experienced leaders.

Launched as three modular scenarios in 2023, HEART VR has since scaled to dozens of immersive scenarios across brands, regions, and property categories worldwide.

Awards:

  • Brandon Hall Gold Medal - Best Use of Game or Simulations for Learning, 2025

  • Brandon Hall Gold Medal - Best Use of Blended Learning, 2025

Timeframe: May 2023-Ongoing

Toolset: Unity + Meta XR SDK, Autodesk 3ds Max/Maya, Blender, OpenAI (LLMs), Oculus OVRLipSync, FMOD (spatial audio), Miro (concepting & collaboration)

My role: Creative Director

Team: 20+ developers (including CCO, Director of Engineering, Director of AI Strategy and Support, XR Design Lead)