Case Study
Utilities
Putting customer care and field service teams inside real field work with 360° video.
Client
Hydro One
Industry
Utilities
Location
Toronto, ON
Timeline
2023–2024
Headsets deployed
Key results
2,000
Customer care and field staff trained across Ontario operations
11K
Stereoscopic 360° video with spatial audio
1.5M
Customers served by Hydro One
Client scale
The challenge
Help customer care and field service teams see the work, and the customer, through a technician's eyes.
Hydro One is Ontario’s largest electricity transmission and distribution provider, serving approximately 1.5 million customers.
Its customer care and field service teams needed a better way to build skills than traditional utility training. Hydro One wanted training that would speed up learning, build empathy for the customer’s perspective, and help new skills stick.
The solution
VR Vision filmed real technicians in 11K stereoscopic 360° video with spatial audio, synced it with point-of-view footage, and connected the program to Hydro One's LMS.
01
Scenes captured on location with an Insta360 Pro 2 put learners in the middle of real field work.
02
GoPro footage synced to the technician's view shows close-up work in detail.
03
Learners choose and move through scenarios inside the headset.
Deployment & integration
The VR system was integrated with Hydro One's Learning Management System, so each user's progress through the VR scenarios is tracked.
01
Stereoscopic video shot on location with an Insta360 Pro 2.
02
GoPro footage synced with the learner's view for close-up work.
03
Individual mics plus spatial audio capture for realistic sound.
04
Each user's VR progress tracked in Hydro One's LMS.
Inside the simulation
Filming a field scenario in 360°
360° capture alongside field technicians
Point-of-view footage of close-up work
Field crew on location
Scenario menu inside the headset
A learner in the headset
Results & impact
The program speeds up learning by giving trainees practical experience quickly, builds empathy for the customer's perspective, and improves retention through experiential learning. Early results were strong enough that other departments are now building new scenarios on the same VR foundation.
Before
Customer care teams had little first-hand view of field work
Practical experience took time to build
Training stayed within traditional utility methods
After VR Vision
Learners see field work through a technician's eyes
Immersive scenarios build practical experience quickly
Every learner's progress tracked in the LMS
Watch
Client perspective
Virtual reality training at Hydro One unlocks a world of possibilities, offering immersive experiences, practical skill development and collaborative learning for our employees.
Teri French
EVP, Operations and Customer Care, Hydro One
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