A large natural gas utility needed to modernize and standardize how technicians are trained to conduct inside leak investigations and apply hazardous-condition tagging. The goals were to create consistent, policy-aligned practice; make training accessible across devices without disrupting operations; capture objective performance data to inform coaching; and keep content fresh and challenging through configurable scenario variations.
Mosaic co-designed and delivered an immersive training experience managed through its XR platform. Learners enter a virtual neighborhood, review a work order, and complete a full inside leak investigation—using virtual tools to detect and verify leaks, operate appliance and meter shutoffs, apply tape and red tags, and escalate appropriately based on gas concentration thresholds and customer safety considerations.
To ensure variability and realism, facilitators can configure scenario “deviations” from an admin console, including:
The platform tracks dozens of performance data points per session and provides user-level reporting for targeted debriefs. Delivery included a comprehensive facilitator guide (setup, safety, and coaching prompts), a train-the-trainer session, and a phased build approach—storyboarding, 3D asset creation, alpha/beta user testing, and final publishing—so the utility’s training team could manage scenarios day to day.
The result is a repeatable, measurable, and immersive program that strengthens safety culture and field readiness while giving the utility long-term control over content and configuration.