Abstract
This paper addresses the question whether an AR enabled remote service based on standard hardware offers benefits for remote support or not. To answer this question a lab experiment has been conducted with 66 participants to examine the current potential of AR for field service tasks. The authors compare the productivity of a pure video-based remote support system with the productivity of an AR enabled remote support system. The AR system offers real-time video sharing and additionally virtual objects that can be used by the remote experts as “cues” to guide the field engineer. Thirdly a system consisting of a head mounted display with cues has been tested. The results of the lab experiment show that the guided engineers could clearly benefit from AR based remote support. Nevertheless, the influence of both the engineer’s prior skillset as well as the remote experts’ ability to instruct is bigger than of the deployed tool.
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Notes
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Two additional experiments had been excluded, as they could not be completed to the set standards.
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Kohn, S., Schaub, M. (2021). The Potential of Augmented Reality for Remote Support. In: Chen, J.Y.C., Fragomeni, G. (eds) Virtual, Augmented and Mixed Reality. HCII 2021. Lecture Notes in Computer Science(), vol 12770. Springer, Cham. https://doi.org/10.1007/978-3-030-77599-5_33
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DOI: https://doi.org/10.1007/978-3-030-77599-5_33
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