Children’s Mercy Hospital, a Kansas City-based hospital system, engaged our team to develop a VR experience for training employees and volunteers in procedures and behaviors. Utilizing Customer Experience (CX) and Human-Centered Design methodologies, we validated and implemented innovative learning models through a VR Training pilot.
Virtual Reality (VR) has been demonstrated as the most effective method for conveying empathy and problem-solving skills that can significantly enhance the quality of care and support offered to patients and caregivers.
We developed a series of three modules covering topics including check-in procedures, visitor restrictions, de-escalation techniques, language barriers, and managing complex emotional situations. Volunteers frequently assist families across various hospital wings and units, where emotions can be intense and appropriate responses may not be obvious.