1 Introduction
2 Related work
2.1 Remote expertise sharing and troubleshooting
2.2 ICT-supported remote troubleshooting and expertise sharing
2.3 Techniques for remote collaboration
3 Research gap and approach
4 Empirical pre-study
4.1 Methodology
4.2 Results
4.2.1 Terminology and conceptual barriers
4.2.2 Constructionist “hands-on” didactics
4.2.3 Expertise sharing within the community
4.2.4 Interplay of organizational and communal expertise sharing
4.2.5 Potential for remote support
5 Design challenges and implications from the literature and the empirical study
No. | Findings from Literature | Design Challenges | Design Implications |
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DI1 | Troubleshooting often simply relies on an audio channel, and experts have no way of knowing whether their instructions have been executed. | How to enhance the verbal communication through additional channels and provide experts with feedback about a help-seeker’s actions? | Provide a visual communication channel to enhance verbal communication and monitor help-seekers. |
DI2 | The physical, conceptual, and logical dislocation between the expert and help-seeker interferes with remote troubleshooting. | How to enable the expert and the help-seeker to collaboratively use different types of media, so both have access to the same underlying resources? | Provide functionality for sharing spaces and media and using them together collaboratively. |
DI3 | Gestures support the conversational grounding process. Deictic gestures are efficient for object identification, whereas iconic gestures are useful for procedural statements. | How to ensure that different types of gestures can support the grounding process? | Provide different types of gestural affordances and implement functionality to enable both the expert and the help-seeker to use gestures within their shared space. |
No. | Results | Design Challenges | Design Implications |
---|---|---|---|
DI4 | Finding expertise is achieved through ad-hoc communication and spontaneously asking someone for help. | How to enable ad-hoc communication with experts in remote locations? | Be able to ongoingly feed problems to a group of experts, so that an expert can decide if they can and will help. |
DI5 | The community maintains a messaging group for organizational announcements and chat-based remote troubleshooting. | How to give access to a pool of experts via already established communication channels, such as Telegram? | Integrate resources such as Telegram to let experts observe the work by offering contextualized information. |
DI6 | Over-the-shoulder learning is an important expertise-sharing practice. | How to support ad-hoc and visual over-the-shoulder learning from remote locations, where different angles are necessary? | Use a video-feed that is quick and easy to set up and capable of sharing different views. |
6 shARe-it: A prototypical AR-based remote troubleshooting application
6.1 Hardware and implementation
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Microsoft’s Mixed Reality Design Lab1 provides sample app projects that demonstrate how to use various types of common controls and patterns in Mixed Reality. The prefabs and scripts offered by this repository ease the creation of GUIs and establish a consistent visual impression with the rest of the OS, as well as the behaviours.
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Microsoft’s HoloToolkit-Unity2 offers scripts and components intended to accelerate the development of holographic applications targeting the Windows Holographic specifically for use in Unity. Among other things it includes prefabs for setting up input methods, offers interfaces for Air taps, clicks, voice commands or a cursor, as well as a HoloLens camera and assets for adding spatial mapping to a project.
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Microsoft’s HoloToolkit3 adds additional tools for the development of mixed reality applications which are not specifically for use in Unity. Apart from providing the code used in the Holotoolkit-Unity for spatial understanding and to identify surfaces, it contains the server application for sharing data between different mixed reality devices.
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Microsoft’s MixedReality Companion Kit4 contains helpful tools and resources for the development of mixed reality applications. However, these are not intended to run on the HoloLens itself. The majority of the provided tools revolve around sharing the HoloLens’ augmented view with someone else using another device.
6.2 Functionality of shARe-it
7 Initial testing
7.1 Method
No. | Role / Job | Educational Background | Experience of using HoloLens |
---|---|---|---|
P01 (G01) | Professor | PhD information systems | Supervised student work about AR supported hardware tutorials |
P02 (G01) | Research associate | Master’s degree information systems | Exploring VR possibilities in a research project |
P03 (G02) | Research associate | Master’s degree media business | Worked with the HoloLens during a project |
P04 (G02) | Research associate | Master’s degree mechanical engineering | AR and HoloLens use in research project, externally developed |
P05 (G03) | Master’s student HCI | Bachelor degree electrical engineering | No previous use of AR, use of VR for 360° pictures and videos |
P06 (G03) | Master’s student HCI | Bachelor psychology | Experienced with VR/AR, managing a VR lab. Mostly focused on VR |
P07 (G04) | Bachelor student information systems | High school | No previous use of AR or VR |
P08 (G04) | Bachelor student information systems | High school | No previous use of AR or VR |
P09 (G05) | Electrician | Vocational training | No previous use of AR or VR |
P10 (G05) | Nutritionist | Bachelor degree nutrition science | No previous use of AR or VR |
P11 (G06) | Industrial management assistant | Vocational training | No previous use of AR or VR |
P12 (G06) | Bank clerk | Vocational training | No previous use of AR or VR |
P13 (G07) | Apprentice in metal industry | High school | No previous use of AR or VR |
P14 (G07) | Machine Operator | Secondary school | No previous use of AR or VR |
7.2 Results
7.2.1 Establishing a common ground
P05: The pike points to the top right.P06: I’m not quite sure about the “pike to the top right.”P05: You have something like an “L,” and the pike of that is on the top right.(P05 draws an L shape in the air, stopping at the point that he refers to as “pike.”)P06: But what do you mean by “pike,” this part?(P06 holds the object up, so that P05 can see it over the cardboard boxes, and points at one end.)P05: No.P06: That one?P05: No. The other one.P06: That one?P05: Yes.P06: The corner?P05: Yes. Ok, then we will call it the “corner.”
7.2.2 Communicating object identification
P01: Next is the “L” which is on the top-left for you.P03: Then you’ve got a red brick, similar to a” T.”
P05: The “Tetris” thing is in the first row from the top, in the middle.P05: Take that brick and push it there.P05: I’ve marked one brick and that is the target.
P01: Next is the thing that lays on the top-left on your side; exactly this.(P02 points with his index finger at a LEGO brick.)P01: Some turquoise-colored, big, exactly that one.(P02 grabs a brick during the description.)
7.2.3 Communicating procedural statements
P03: That should go to the left in the uppermost row.
P05: In the first row, in the second column, counted from left.P05: The” Tetris” thing is in the first row in the middle.
P09: Each of them has to be on the outside edges, exactly.
P01: Where the dark-blue one was, there you put the white ones.
P03: The red one, in the second field from the left, in the same row the yellow one is in.P03: Next the yellow ‘L’ in the field diagonally below the red one.P03: Let’s start with the uppermost row, there we have the yellow ‘L’.
P13: Now we will go from the bottom to the top.
7.2.4 Communicating task status
P01: The little one has to go right there on the top, there on top of the blue one.P02: On top of this one?(P02 points at brick.)P01: Yes. Listen.(P02 places brick at the position.)P01: No, just a little bit higher. That’s right.
7.2.5 Prototype and hardware constraints
P01: You are a little bit out of the viewport, could you… ah thanks… that’s better.
P06: Can you see that when I look at it like that, or is it outside the viewport?P05: No, I cannot see it. Yes, that is better.P05: Could you please look up a bit.
P03: Oh, that is really shifted away from its intended position.P04: I would put it here now.P03: I should go on field to the left.P11: Where did the marker go now?