Challenge
Meta's Reality Labs was launching the Meta Quest 2 VR headset through Meta Store retail locations and field sales teams globally. Success required training hundreds of sales associates to demonstrate immersive VR experiences, address customer objections, and explain technical specifications-while the product category was still unfamiliar to most consumers.
Approach
Designed and delivered comprehensive multi-modal training that enabled field teams to confidently sell and demonstrate Meta's flagship VR product at scale.
Multi-Modal Content Development
- Created "Practice to Perfect: Meta Quest 2" instructor-led training materials covering product positioning, competitive differentiation, and technical specifications.
- Developed the "Meta Quest 2 Demo Experience" guide standardizing the hands-on demo approach-what to show, in what order, and how to handle common questions.
- Built device learning labs so sales associates could practice setup, troubleshooting, and customer guidance in realistic scenarios before going live on the sales floor.
- Authored interactive eLearning modules providing self-paced product knowledge with embedded videos, decision scenarios, and assessment checkpoints.
Experience Design Focus
- Designed demonstration scripts optimized for "wow moments"-the specific experiences (e.g., Beat Saber, First Steps) most likely to convert curious shoppers into buyers.
- Created "The Wonderwall Experience" training to show how in-store visual displays can be used for product storytelling even when a headset demo isn't possible.
- Built troubleshooting guides for common technical issues (tracking problems, controller pairing, account setup) with step-by-step resolution instructions.
Cross-Functional Collaboration
- Partnered with product teams to ensure accuracy on technical specifications, software updates, and roadmap features.
- Worked with operations teams to identify the highest-impact learning opportunities based on sales conversion data and customer feedback.
- Collaborated with the global training team to adapt content for regional differences in retail approach and customer expectations.
Supporting Additional Reality Labs Products
- Extended the training framework to Ray-Ban Stories (smart glasses) and Portal (video calling device), creating a consistent enablement approach across the Reality Labs product portfolio.
- Developed "The Portal Demo Experience," emphasizing privacy features and AI-powered camera capabilities that differentiate Portal from competing video devices.
Outcomes & Evidence of Impact
- Enabled global field sales teams across retail locations with standardized product knowledge and a consistent Quest 2 demo experience.
- Established a reusable training framework that was later adapted for subsequent Reality Labs product launches (Ray-Ban Stories, Portal).
- Created device learning labs that improved confidence and reduced on-floor errors by allowing associates to practice before serving customers.
- Standardized "wow moment" demonstrations so sales associates focused on the highest-impact experiences during limited customer interaction windows.
- Built a multi-modal content library-eLearning, instructor-led training, job aids, and experiential labs-to support different learning preferences and use cases.
Tools & Platforms
Articulate Rise, Articulate Storyline, Adobe Creative Suite, Meta internal LMS, PowerPoint, Asana, Workplace by Meta
Key Capabilities Demonstrated
Consumer electronics training, product launch enablement, multi-modal learning design, device learning labs, experiential training, retail sales enablement, cross-functional collaboration, global program coordination