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VisionThree

COMPANY
VisionThree
LOCATION
Indianapolis, IN
INDUSTRY
Education and Training, Finance and Insurance
SERVICES
  • Content strategy
  • Interactive storytelling design
  • Character concepting
  • Game scripting
  • Video scriptwriting

If you check VisionThree’s website, they’ll tell you that they “develop unique and powerful digital solutions that tell stories,” and they’re absolutely right. But since this is our case study, we can take that a step further and say that the designers and tech geniuses at this Indianapolis-based agency are straight-up wizards. It’s one thing to be a storyteller—I think we understand that pretty well—but it’s another thing all together to figure out how to take stories and complex ideas and fully immerse someone in them using digital technology. VisionThree are masters of this, combining video and audio production, interactive design, and tons of AR and VR know-how to produce immersive experiences you can’t help but want to touch.

A few years ago, Jake Leeman at VisionThree was bidding on a huge project that would require some outside assistance. The job sounded simple on the surface: produce an immersive, educational experience to help the customer service representatives at a national insurance company learn about empathy. This insurance company’s reviews were low when it came to the friendliness and human side of their customer support, and they were serious about helping to bring out the best in their reps, who were often responsible for speaking with insurance customers on their worst days. VisionThree themselves were pulled into the bid by an education company, which was already working with the insurance company to develop ongoing curriculum around the differences between sympathy and empathy, and the importance of empathy in customer relations.

For VisionThree’s part of the project, which would eventually take the shape of a mobile experience with several interactive stations, Jake knew he’d need some support on two fronts: first, from an experience design company who could literally handle the build out VisionThree’s of plans; and second, from a team of writers who could focus on developing clear narratives and content for the interactive exercises that would drive each station. Jake knew he needed more than a freelancer or two, so he started his search by looking online for writing agencies. He eventually found us, and was intrigued by our focus on hiring creative writers to work as a cohesive team on large projects like his. A few conversations and contract iterations later, we won a seat at the table and a chance to work with the entire project team to make this idea a reality.

For a period lasting roughly two months, Metonymy Media was all-hands-on-deck for this project, dedicating at least two full work days per week to developing characters, concepts, and scripts for the immersive experience. The first station was designed to test peoples’ prejudices, and help users learn how to trust certain instincts when speaking to strangers, but never jump to unfair conclusions based on someone’s appearance or voice. We developed several characters, their stories, and also the interactive questions users would answer. For the second station, we developed a series of mock phone calls, in which customer service representatives would be charged with navigating the conversation to the best possible emotional outcome for the caller. We imagined scenarios like a flooded house in Louisiana and a brutal car crash, and created a rather complex maze of branching storylines depending on responses the user provided. Users who displayed empathy would find the “best” ending, with some tension resolved, while users who didn’t would often wind up getting hung up on. Finally, the third station involved creating several long-term scenarios that would require users to keep track of information across several years’ worth of interactions with customers in an effort to give those customers a sense of continuity with their chosen insurance company.

In the end, we delivered hundreds of pages of character notes, backstories, script drafts, scoring systems, and more. It was a creative pleasure to collaborate all along with some of the smartest partners we’ve ever encountered in our work, and also to watch as the characters and stories we created slowly came to life on the screen. It’s not often that these big opportunities come around, but we’d be thrilled to do this kind of work again anytime.

…Please hire us to do this kind of work again. Anytime.

COMPANY
VisionThree
LOCATION
Indianapolis, IN
INDUSTRY
Education and Training, Finance and Insurance
SERVICES
  • Content strategy
  • Interactive storytelling design
  • Character concepting
  • Game scripting
  • Video scriptwriting

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