Finding Common Ground

LGBT Discrimination

Designed in Collaboration with a world leading bank in Australia

This experiences is based of a real life scenario that happened to an employee of the bank in their personal life. While to sign up to a gym member program with their partner, was met with harsh discrimination having wide spreading negative effects for the brand. This program is designed to share that experience with colleagues for two purposes

  • To understanding the feeling of discrimination

  • Practicing proactive behaviour expected from team.

Feeling Empathy

Bringing feeling back into banking

Partnering with a world leading bank to drive increased empathy and employee engagement


Traditional e-learning is not engaging and has proven ineffective at building empathy and changing perspectives


Using Virtual Reality training, “walk a mile in someone else’s shoes” to understand what it feels like to experience discrimination first hand.

The Result

Empathy - 99.2% of 161 participants understood and felt what it was like to be treated disrespectfully.

Step into the shoes of Jack. You are attempting to sign up to a gym with your partner Pierre under the partner membership deal that is currently running. You are about to experience discrimination based on your sexual orientation in a customer service situation.

Explore what it feels like to be discriminated and made to feel as though you don’t belong by a customer service agent. How does it feel when you are dismissed and refused membership?

This scenario explores how the following biases intersect with sexuality discrimination in an customer service environment:

Key Biases

  • Personal and organisational discrimination

  • Poor customer service

  • Bystander effect

Motivating Action

Testing the efficacy of VR to increase know-how, promote personal accountability, and create behavior change at one of the world’s leading banks.


Addressing a $1 Billion settlement, a world leading bank set out on a mission to empower employees to take personal responsibility, to question, and to act when they see something that doesn’t seem right.


VR training simulation based on a real lived experience of an employee, allowing you to make value-based decisions and practice taking action in the moment.

The Result

ACTION - 96% felt prepared to act if they were to see this behavior in the workplace.

KNOW-HOW - Over 99% understand the reporting options available to them.

Step into the shoes of Freddy. Freddy is a customer service representative for Fitness Front. When faced with a colleague discriminating against a customer, Freddy must make a choice on how to respond.

Practice what you would do when a colleague discriminates against a customer. How would you respond?

This scenario explores different responses to biases intersect with sexuality discrimination in an customer service environment:

Key Behaviors

  • Quick to jump in.

  • Passive and ignorant.

  • See how it plays out.

Final Thoughts

What can YOU do?

The conclusion of the app leaves the user with things to think about based on their experience.

Your impact

You can better control the potential negative impact on others by paying more attention to what you say, how you act and how you respond to other people, such as their appearance, their comments and actions.

We need to ensure that we treat all diversity with respect, whether it is diversity of thought, belief, appearance or behaviour, while also feeling empowered to speak up to ensure that our colleagues do the same.

What next?

Across the Group, we are working to assist you with your engagements with colleagues and customers. Our employee networks provide great training and resources to help you support you to have respectful conversations and understand the diverse needs of all our customers and colleagues.

We are also developing resources to help empower you to develop the strategies needed to realise the benefits of diverse points of view, as well as how to work with customers and colleagues in finding our common ground.

How am I making a difference?

When we think of others in how we act, we can create a more inclusive environment for both our customers and colleagues. However, we also need to reflect on how we assist our friends and colleagues to recognise the importance of having respectful conversations by calling out negative or disrespectful language or ideas when we see them at work.

Think about how you use language in your team and how certain words or comments could make people feel. What are you doing to help your colleagues feel comfortable expressing their diversity?

Case Study