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Remote collaboration in maintenance contexts using augmented reality: insights from a participatory process

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Abstract

Problem solving in Industry 4.0 often requires collaboration among remote team members, which face increased complexity on their daily tasks and require mechanisms with adaptive capabilities to share and combine knowledge. Augmented Reality (AR) is one of the most promising solutions, allowing taking advantage from seamless integration of virtual and real-world objects, which can be used to provide a shared understanding of the task and context. In this regard, most research works, so far, have been devoted to explore and evolve the necessary technology. However, it is now important to revisit the subject of remote collaboration in relation with AR to understand how much of the collaborative effort can already be supported and identify gaps that should inform further research. In line with this mindset, we adopted a user-centered approach with partners from the industry sector, including participatory design and a focus group with domain experts to probe how AR could provide solutions to support their collaborative efforts. We focused on using tangible artifacts in the form of storyboards to create a shared understanding with target users in remote collaboration. Afterwards, we identify a set of requirements, which we materialize through the design and creation of a collaborative prototype based on sharing of enhanced AR annotations. Finally, we present and discuss the results from a case study on a maintenance context, which provides interesting insights that can be applied to other remote settings, thus facilitating the digitization of the industry sector.

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Acknowledgements

We would like to thank the reviewers for their thoughtful comments and suggestions towards improving on an earlier version of this manuscript. To everyone involved in case studies, and discussion groups, thanks for your time and expertise. The authors would like to acknowledge the support provided by Andreia Santos. This research was developed in the scope of the PhD grant [SFRH/BD/143276/2019], funded by FCT - Foundation for Science and Technology. The maintenance context of this research is based on an industrial collaboration under the Smart Green Homes Project [POCI-01-0247-FEDER-007678], a co-promotion between Bosch Termotecnologia S.A. and the University of Aveiro. It is financed by Portugal 2020 under the Competitiveness and Internationalization Operational Program, and by the European Regional Development Fund. It was also supported by IEETA - Institute of Electronics and Informatics Engineering of Aveiro, funded by National Funds through FCT, in the context of the project [UID/CEC/00127/2019].

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  1. IEETA, DETI, University of Aveiro, Aveiro, Portugal

    Bernardo Marques, Samuel Silva, João Alves, Paulo Dias & Beatriz Sousa Santos

  2. Bosch Thermotechnology S.A., Aveiro, Portugal

    António Rocha

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  1. Bernardo Marques
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Marques, B., Silva, S., Alves, J. et al. Remote collaboration in maintenance contexts using augmented reality: insights from a participatory process. Int J Interact Des Manuf 16, 419–438 (2022). https://doi.org/10.1007/s12008-021-00798-6

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