How Machines are Serviced - Design of a Virtual Reality-based Training System for Technical Customer Services

Training service provider is a crucial factor for high-quality service delivery. Due to the rise of new devices, reviving Virtual Reality (VR) offer great opportunities to overcome current training challenges. As various new interaction and visualization systems push into market, guidance on how to design VR-based training systems is necessary. The presented use case is based on technicians in technical customer services (TCS) who tackle increasing complexity of machines. We fill the research gap of design knowledge by (1) analyzing the domain in a multi-method approach to elicit meta-requirements, (2) proposing design principles, and (3) instantiating them in a prototype. The interaction of the user with the training system was identified as key aspect to foster learning. We follow a design science research approach (DSR) combing the build-phase with agile evaluation cycles obtaining focus groups and demonstration with a

[1]  Jan Pries-Heje,et al.  FEDS: a Framework for Evaluation in Design Science Research , 2016, Eur. J. Inf. Syst..

[2]  Manoel Jacobsen Teixeira,et al.  Virtual and stereoscopic anatomy: when virtual reality meets medical education. , 2016, Journal of neurosurgery.

[3]  Ivan E. Sutherland,et al.  A head-mounted three dimensional display , 1968, AFIPS Fall Joint Computing Conference.

[4]  T. P. Caudell,et al.  Augmented reality: an application of heads-up display technology to manual manufacturing processes , 1992, Proceedings of the Twenty-Fifth Hawaii International Conference on System Sciences.

[5]  Salvatore T. March,et al.  Design and natural science research on information technology , 1995, Decis. Support Syst..

[6]  Rémy Nizard,et al.  Effectiveness of Virtual Reality Training in Orthopaedic Surgery. , 2016, Arthroscopy : the journal of arthroscopic & related surgery : official publication of the Arthroscopy Association of North America and the International Arthroscopy Association.

[7]  Alan R. Hevner,et al.  The Three Cycle View of Design Science , 2007, Scand. J. Inf. Syst..

[8]  Samir Chatterjee,et al.  A Design Science Research Methodology for Information Systems Research , 2008 .

[9]  Janet Mancini Billson,et al.  Focus Groups: A Practical Guide for Applied Research , 1989 .

[10]  Johann Füller,et al.  Co-Creation in Virtual Worlds: The Design of the User Experience , 2011, MIS Q..

[11]  Rainer Stark,et al.  Augmented reality in a serious game for manual assembly processes , 2011, 2011 IEEE International Symposium on Mixed and Augmented Reality - Arts, Media, and Humanities.

[12]  Antonija Mitrovic,et al.  Intelligent Augmented Reality Training for Assembly Tasks , 2013, AIED.

[13]  Shu-Sheng Liaw,et al.  Exploring learner acceptance of the use of virtual reality in medical education: a case study of desktop and projection-based display systems , 2016, Interact. Learn. Environ..

[14]  Tomasz Arciszewski,et al.  Successful education for AEC professionals: case study of applying immersive game-like virtual reality interfaces , 2014 .

[15]  Alistair G. Sutcliffe,et al.  Heuristic evaluation of virtual reality applications , 2004, Interact. Comput..

[16]  Mark Mon-Williams,et al.  What does virtual reality NEED?: human factors issues in the design of three-dimensional computer environments , 1996, Int. J. Hum. Comput. Stud..

[17]  Tim Baines,et al.  Servitization of manufacture: Exploring the deployment and skills of people critical to the delivery of advanced services , 2013 .

[18]  M. Ott,et al.  ON IMMERSIVE VIRTUAL REALITY IN EDUCATION : STATE OF THE ART AND PERSPECTIVES , 2015 .

[19]  M. D. Myers,et al.  Qualitative Research in Business & Management , 2008 .

[20]  R. Satava,et al.  Virtual Reality Training Improves Operating Room Performance: Results of a Randomized, Double-Blinded Study , 2002, Annals of surgery.

[21]  Daniel R. Dolk,et al.  Design Principles for Virtual Worlds , 2011, MIS Q..

[22]  Judy M. Vance,et al.  Virtual reality for assembly methods prototyping: a review , 2011, Virtual Reality.

[23]  Philipp Mayring.  Qualitative Inhaltsanalyse : Grundlagen und Techniken , 2003 .

[24]  Sandeep Purao,et al.  Action Design Research , 2011, MIS Q..

[25]  Omar A. El Sawy,et al.  Assessing Information System Design Theory in Perspective: How Useful Was our 1992 Initial Rendition? , 2004 .

[26]  D. Morgan.  Focus groups as qualitative research / by Morgan, David L. , 1988 .

[27]  Holger Regenbrecht,et al.  Measuring the Sense of Presence and its Relations to Fear of Heights in Virtual Environments , 1998, Int. J. Hum. Comput. Interact..

[28]  Timo Engelke,et al.  An augmented reality training platform for assembly and maintenance skills , 2013, Robotics Auton. Syst..

[29]  Martin Bichler,et al.  Design science in information systems research , 2006, Wirtschaftsinf..

[30]  Howard Rheingold,et al.  Virtual Reality: Exploring the Brave New Technologies , 1991 .

[31]  Jan Marco Leimeister,et al.  Service-Systems-Engineering , 2014, Wirtschaftsinf..

[32]  Vijay K. Vaishnavi,et al.  A Framework for Theory Development in Design Science Research: Multiple Perspectives , 2012, J. Assoc. Inf. Syst..

[33]  Nirit Yuviler-Gavish,et al.  Task Analysis for Developing Maintenance and Assembly VR Training Simulators , 2013 .

[34]  Franco Tecchia,et al.  Design Guidelines for the Development of Virtual Reality and Augmented Reality Training Systems for Maintenance and Assembly Tasks , 2011 .

[35]  Frank Teuteberg.  Mobile Augmented Reality aus betriebswirtschaftlicher Sicht , 2005, HMD Prax. Wirtsch..

[36]  Jan vom Brocke,et al.  Evaluations in the Science of the Artificial - Reconsidering the Build-Evaluate Pattern in Design Science Research , 2012, DESRIST.

[37]  Alan R. Hevner,et al.  POSITIONING AND PRESENTING DESIGN SCIENCE RESEARCH FOR MAXIMUM IMPACT 1 , 2013 .

[38]  Jeff Sutherland,et al.  Manifesto for Agile Software Development , 2013 .

[39]  Michael Fellmann,et al.  Design of User-Oriented Mobile Service Support Systems - Analyzing the Eligibility of a Use Case Catalog to Guide System Development , 2015, Wirtschaftsinformatik.

[40]  Peter Mertens,et al.  Memorandum on design-oriented information systems research , 2011, Eur. J. Inf. Syst..