Portfolio

SNCF

Enhancing Customer Experience through a Mobile Learning Application

The SNCF is a French public company responsible for the railway network, with 272,000 employees and a revenue of 33.3 billion euros.

Identified Needs :

  • Regional Competition : Respond to the opening of regional lines to competition by improving customer service quality and reducing costs.

  • Mastery of Digital Applications : Train agents to effectively use the digital applications available for customers.

  • Customer Autonomy : Help customers become autonomous, regardless of their skill levels with digital tools.

Proposed Solutions :

  • Awareness Campaign : Launch of a communication campaign with a teaser to introduce employees to the new approach.

  • Virtual Reality Serious Game : Development of a Mobile Learning application in Virtual Reality, providing immersive and flexible training.

  • Training Content :

  • Guided Introduction Mission : Initial guidance to familiarize users with the application.

  • Narrative Missions (Storytelling) : Immersive scenarios to contextualize learning.

  • Immersive Activities : Various types of interactive activities to engage users.

Expected Benefits and Results :

  • Immersive Experience : Use of Virtual Reality for enhanced immersion, facilitating learning in real contexts.

  • Accelerated Awareness : Rapid awareness of employees through interactive and immersive methods.

  • Interactivity : Increased engagement through interactive activities, promoting adherence, learning, and retention.

  • Accessibility : Training easily accessible via a mobile application, allowing for flexible learning.