On this site, we’ve shared thoughts around our company’s culture and commitment to our founding principles, but how does that create an exceptional customer experience? This series of Customer Collaboration Interviews explores exceptional client experiences as well as challenges – and opportunities for growth.
This week, we are talking with Tara Kilcullen, Director of Training Product Development at Raydon Corporation, one of the world’s leading developers of simulation training products and solutions over the last twenty years. Raydon brings training simulators to clients, offering mobile training options that are ready right now and that decrease the cost of ownership.
Q. As you know, Heartwood recently completed a 3D Interactive Training application for Raydon: This Heavy Weapons Thermal Sight device that runs on multiple platforms (Web, PC, tablets) and can be accessed anytime, anywhere. Can you speak to the results?
Tara: This won’t be deployed in the field (on our simulation rental units) until the end of December, but internally the response has been very positive. We’ve had feedback from seasoned pros with lots of experience in the field to those with little to none – and both groups were impressed with the flexibility the system offers, from providing refreshers to explaining what the thermal sight is and how to use it (for beginners).
Q: And is that why you’ve added this software-based training to your hands-on mobile simulators?
Tara: Our training IS virtual, but, as you note – we provide a hands-on element that replicates the environment. Our goal with this technology is to provide training that’s available once the simulator leaves and can continue to be a resource for recruits at every proficiency level.
We constantly perform gap analyses to figure out what the industry is looking for and how we can help. This was one of those ways! While some training requires a higher level of fidelity, others do not. Similarly, while some training requires physically pulling a trigger, there are others that can be sorted out through lower level applications. And most of it can translate into desktop training of some sort, even as a complementary component.
Q. Have you faced any challenges with this technology?
Tara: Well, it’s currently a stand-alone application and we want to maintain that flexibility but also integrate it into our existing instructor/operator systems. And we can do this, but we want to get feedback from field use before doing this total integration solution.
Q. Looping back to the “results” question and the response from your initial, internal testers – have you had many participants worry that virtual training is missing that tactile element? For example, has anyone said “I don’t know if we can train like this, I need to touch the scope?”
Tara: Not yet! The audience seems to have changed over the years. The people we train span a wide range, from older to younger – but we’re finding that most are very tuned in to virtual training and what it can provide. And at this point, almost all of them have participated in some sort or virtual of training gaming.
Q. Speaking of “gaming” – that used to be a word to avoid. How has the industry changed in the past few years, in your opinion?
Tara: Yes, it’s no longer a bad thing to say “gaming technology” – and there’s a pretty simple reason why: Nothing changes an opinion faster than cost effectiveness! Fiscal constraints are a real concern and bullets, gas and facilitating ongoing trainings costs lots of money (and time). Virtual gives them the chance to learn and train without wasting resources – and at a significant savings.
Beyond that, decision makers are taking more of an interest because they’re realizing gaming tech isn’t about appearances. It’s a matter of using this type of technology to provide more cost-effective virtual training and that’s powerful – and it offers exceptional fidelity.
Q. Any predictions as to where you see things headed (as it applies to training and advancements in interactive technologies)?
Tara: We’re seeing people ask more educated questions about training and express the desire to stay in-step with technological advances. As more of the gamer generation populates the different echelons of the workforce, they’re helping speed along acceptance, so that trend can only continue – and help us move the needle forward.
And Heartwood looks forward to helping move the needle forward as well! As we’ve mentioned, when we work together, we win together.
If you would like to join us for our next Q&A, reach out here!
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