Skills and Ideas Taught: The main conversation simulation game teaches players to become comfortable with focusing a conversation on a patient’s lifestyle and understanding how aspects of someone’s lifestyle drive lens recommendations most appropriate for the patient. The NBD process is reinforced through the game’s structure guiding the player through the correct stages of a dispensing conversation beginning with: introducing yourself, explaining the reason for the conversation, and asking permission to get more information and ending with delivering and processing the final sales recommendation. Throughout the conversation simulation, the player is reinforced on how open ended questions will result in more useful and informative answers.Reinforcement is also provided on how to apply the information gathered to recommending specific lens aspects (such as glare resistant lenses) and the correct way to present the price for the glasses and overcoming objections. Lastly the game reinforces specific language and terminology that lead to greater acceptance of recommendations.
Each minigame focuses on a specific skill:
The balloons minigame focuses on the player’s ability to categorize how different patient needs and activities match to specific lens features while under pressure. This skill is emphasized because trainees must be able to make these kinds of categorizations while carrying on a conversation with a patient.
The RISK Bridge game focuses on coaching the player on how to best phrase different types of statements. The player learns to recognize good statements to use versus phrasings to be avoided.
Goal or Challenge: For the gamified conversation simulation the challenge is to elicit and understand the needs of a patient who is purchasing new glasses and make sure they purchase the best possible lens given their unique needs. For the casual mini-games the challenge is to rapidly drill and practice the critical thinking skills necessary during a live patient encounter.
Primary Audience: Eye care professionals working in a retail setting who have been through the Needs Based Dispensing training in person or online. These individuals typically have a high school diploma and little specialized training.
Assessment Approach: Learning objectives govern the “proper” behavior at all phases of the conversation simulation. The scoring is calculated from a few categories of learning objective associated observable behaviors: the patient’s final mood, the proportion of the needs uncovered in the conversation, and if the player recommended a solution that matched the best possible solution for the current patient.The main conversation player dialog choices provided match to successful or unsuccessful accomplishment of specific learning objectives. Positive and negative statement use is recorded and categorized for later review both by the player and by trainers. Statement selection throughout the simulation alters the patient’s simulation of mood and acceptance of the price of the ideal lenses. In addition specific statements that correspond to very strong positive or negative behaviors map to achievement and demerit badges received live and collected for late feedback. At the conclusion of each conversation module, the player is provided with a score (comprised of several weighted factors), list of how many patient needs were uncovered (in relation to the total possible), a list of achievements and demerits and comprehensive statement based feed back of their performance tied to the learning objectives.
Each of the mini-games measure different skills. The Balloons minigame evaluates the player’s ability to categorize patient needs by asking them to focus on that task in isolation and under time pressure. Balloons generates a score based on the player’s overall performance. The Bridges mini-game measures the player’s ability to recognize correct versus incorrect phrasing of statements, by presenting a good and bad version of a category of statement to the player. Identification of proper statements increases an overall score.
Description: Vision was designed to allow eye care professionals to practice a needs based sales process for dispensing lenses for glasses called Needs Based Dispensing/RISK(NBD) which requires eliciting patient needs and matching them with recommended solutions. NBD is taught either in-person or via an e-learning course followed by a live facilitated role play and test component. Vision is designed to reinforce and/or replace the in-person role playing and testing. The game is launched and tracked by the Essilor LMS and includes a collection of gamified virtual patient conversation simulation modules and associated mini-games designed to reinforce core concepts.
Game Engine: Unity
Operating System: Windows 7
Platform: Personal computer
Special Hardware: None