It was a different scenario when the original iPod, iPhone, iPad and Apple Watch launched. Back in 2001, people were clamoring for new ways to listen to music on the go. The iPod gave them that. When the iPhone debuted in 2007, the appeal was obvious. And the iPad, at $499, was an immediate hit in 2010. Even the Apple Watch, which had a slower start, soon won over consumers with its health and fitness applications.
With these previous devices, shoppers didn’t require a lot of coaxing or coaching. They played with the products at stores and quickly decided if they wanted them or not. The Apple Watch was slightly more complicated — with the company offering brief demonstrations and try-ons — but most consumers had worn a watch before and didn’t need an introduction to the concept.
The Vision Pro will be
a different beast. Few consumers are accustomed to wearing a mixed-reality headset, and Apple’s model requires particular care. If the device isn’t fitted to someone’s head correctly — or is missing the right lenses — the entire experience could be ruined, potentially costing Apple a $3,499 sale forever.
So Apple has prepared its most sophisticated sales pitch ever, including a demo lasting up to 25 minutes — longer than it takes to watch your favorite sitcom.
To make sure retail staffers get everything right, Apple hosted several hundred employees at its offices this month in Cupertino, California, to walk them through the process.
The customer demos will begin at Apple’s US retail locations on the launch date, with sign-ups beginning at 8 a.m. local time. The company’s largest stores are planning to have more than a dozen demo units available at any one time, along with dedicated sit-down areas where the presentations will take place.
The demo begins with a retail worker scanning the user’s face with an app — in a similar fashion to setting up Face ID. This scan will tell the employee hosting the demo which light seal, foam cushion and band size the customer will need. The light seal, which keeps outside light from leaking in, comes in more than 25 shapes and sizes. The cushions, meanwhile, come in two sizes.
If a person is wearing glasses, the stores will have a device to scan the lenses for prescription information. The system will provide those numbers, and stores will have hundreds of lenses on hand for demos. The employee then gathers all of those details, and another worker in the store’s back room assembles the demo Vision Pro with the correct accessories.
Once the unit is in hand, the employee will explain how the interface works. That includes how to control the pointer using a user’s eyes, how to gesture to make selections and how to hold the headset. The staffer will also show how to adjust the so-called Fit Dial on the main headband and how to use the Digital Crown for moving between virtual and augmented reality. The employee will have an iPad to view what the user is seeing on the Vision Pro.
The retail employee will allow users to place the device on their own heads. Once the headset is on, customers will need to calibrate the device with various tracking and tapping exercises so it can follow their eyes and hands. That includes looking at circular dot patterns set at different brightness levels and a hand scan in the field of vision of the device.
After all that, the roughly 20- to 25-minute demo can begin:
- Users will be directed to the photos app to view still images that are similar to the ones preloaded on Apple’s other devices in retail stores. That’s followed by examples of panorama shots.
- Then the demo starts to get more interesting. The customer sees 3D images that Apple calls spatial photos (in this case, of a kid hitting a piñata) and a spatial video (footage of a birthday party).
- The next part of the demo shows how to use the device as a computer or iPad replacement. It explains how to position multiple app windows in space and scroll through webpages in the Safari browser.
- Customers are then shown 3D and immersive movies, including clips of wild animals, the ocean and sports. There is also a compelling scene that makes users feel as if they’re on a tightrope.
The Vision Pros in Apple retail stores also will be preloaded with various third-party apps that are launching with the device next month. The goal of the demos is giving users an experience that’s compelling but not exhausting — ideally leaving them itching for more.
Apple is asking the hundreds of employees trained in Cupertino to relay the process to their fellow co-workers. Retail employees will also get to try out the device on their own in the days before the release. That marks a shift from previous product launches.
Making sure customers stay comfortable in a Vision Pro is a key issue, and that’s harder to do the longer they wear it. Privately, several retail employees have said they felt their head was tired and sweaty after only about half an hour of use.
During the sessions at Apple’s headquarters, retail employees were shown the Vision Pro accessories, including a redesigned second band that is supposed to be more comfortable when the device is worn for longer stretches. The company isn’t using that band for in-store demonstrations, however.
The demo process will be slightly different than the actual buying experience. In that case, the face scan will be followed by a retail employee boxing together the correct light seal, band size and cushions at the point of sale — in a similar fashion to how an Apple Watch and its band are pieced together for buyers.
In addition to demonstration and sales areas, each Apple retail store will also have a dedicated table that shows the Vision Pro hardware. But customers won’t be able to wear those devices. Depending on the store size, each location will have about two to four units on display.
Customers will be encouraged to try the Vision Pro at a physical store. But if they buy the device online, they’ll get access to the face scan system. The product can then be bundled and shipped to them.
Apple also aims to ensure that product reviewers get the best experience. They’ll have to participate in two in-person sessions with Apple before being sent a device.
In other words, Apple is leaving nothing to chance with its first major new product launch in nearly a decade. And yet, none of that will ensure success within the
next year or two. The product is just too expensive and cumbersome to win over mainstream consumers.
But looking out a few years — once the price and weight go down, and there are more compelling features — Apple may have laid the groundwork for something big.