Factors emerged from empirical application
| Category | Interview excerpts (E) | Factors emerged from the empirical application |
|---|---|---|
| TASK | E1: “they take longer to open and consult the AR solution than to carry out the procedure itself” | Task Complexity |
| E2: “The time our technicians spend on repair is less than the time they would spend using the collaborative tool” | ||
| E3: “ … many service tasks can also be carried out remotely … an inspection and our physical presence on site is not necessary … ” | Remote Work | |
| E4: “it happens that there is a lack of codified technical documentation necessary to carry out our work' | Codification | |
| E5: “Sometimes the documentation of some dated machinery does not exist or is only on paper” | Recoverability | |
| E6: “Documentation is difficult to retrieve because it's on paper, especially for older machines' | ||
| WORKFORCE | E7: “ … it's good for the novice technician … I've all experienced technicians with several years of experience” | Practical/technical abilities |
| E8: “Many technicians do not use technical terminology … they are ‘thrown into the fray’” | ||
| E9: “sometimes it happens that the customer, seeing us wearing the smart glass, thinks that it’s just a game and that we make him waste time” | Theoretical technical competencies | |
| E10: “The client is often nervous because he wants to solve the problem for which he called us” | ||
| E11: “we've customers who were happy to receive help remotely and to have been able to solve the problem independently” | ||
| E12: “Customers seem more satisfied because I spend little time in solving their problems” | ||
| E13: “I made my clients autonomous in solving their problems simply by helping them remotely through the AR app” | ||
| E14: “in my work I do not consider the AR solution useful and of ‘added value’” | Technology Acceptance Level | |
| E15: “for experienced people like my team you don't need such a tool” | ||
| E16: “I was sceptical at first, but now I use it every time I need to connect with my colleagues while I'm to my customers” | ||
| CONTEXT | E17: “it happened that there could be problems related to access to the structure both for problems with timetables, the need for accompaniment, and for problems such as parking or tight spaces” | Accessibility |
| E18: “It often happens that we've to intervene in sites where there is poor Internet connection and brightness, such as galleries” | Connectivity | |
| E19: “in some environments I've difficulty to visualize the digital content” | Comfort | |
| E20: “I happened to do an intervention in a submarine where the environment is not comfortable, both in terms of space and connection” | ||
| E21: “in some environments I have low light and little connection, so I cannot use it” | ||
| E22: “remote customer support certainly allows us to avoid city traffic thus also reducing environmental pollution” | Environmental impact | |
| TECHNOLOGY | E23: “it makes the diagnosis easier and more accurate” | Ease of use |
| E24: “I see the instructions in a simple and clear way” | ||
| E25: “the AR solution I tested was easy and intuitive but it's necessary to improve the content shown” | ||
| E26: “in some contexts it cannot be adopted … often I have to use both hands so the tablet can only be an obstacle to operations” | Tool usability | |
| E27: “the level of maturity of the technology is still low” | Hardware and software characteristics | |
| E28: “we had problems integrating the AR solution with our existing internal systems” |
| Category | Interview excerpts (E) | Factors emerged from the empirical application |
|---|---|---|
| TASK | E1: “they take longer to open and consult the AR solution than to carry out the procedure itself” | Task Complexity |
| E2: “The time our technicians spend on repair is less than the time they would spend using the collaborative tool” | ||
| E3: “ … many service tasks can also be carried out remotely … an inspection and our physical presence on site is not necessary … ” | ||
| E4: “it happens that there is a lack of codified technical documentation necessary to carry out our work' | ||
| E5: “Sometimes the documentation of some dated machinery does not exist or is only on paper” | ||
| E6: “Documentation is difficult to retrieve because it's on paper, especially for older machines' | ||
| WORKFORCE | E7: “ … it's good for the novice technician … I've all experienced technicians with several years of experience” | Practical/technical abilities |
| E8: “Many technicians do not use technical terminology … they are ‘thrown into the fray’” | ||
| E9: “sometimes it happens that the customer, seeing us wearing the smart glass, thinks that it’s just a game and that we make him waste time” | Theoretical technical competencies | |
| E10: “The client is often nervous because he wants to solve the problem for which he called us” | ||
| E11: “we've customers who were happy to receive help remotely and to have been able to solve the problem independently” | ||
| E12: “Customers seem more satisfied because I spend little time in solving their problems” | ||
| E13: “I made my clients autonomous in solving their problems simply by helping them remotely through the AR app” | ||
| E14: “in my work I do not consider the AR solution useful and of ‘added value’” | Technology Acceptance Level | |
| E15: “for experienced people like my team you don't need such a tool” | ||
| E16: “I was sceptical at first, but now I use it every time I need to connect with my colleagues while I'm to my customers” | ||
| CONTEXT | E17: “it happened that there could be problems related to access to the structure both for problems with timetables, the need for accompaniment, and for problems such as parking or tight spaces” | |
| E18: “It often happens that we've to intervene in sites where there is poor Internet connection and brightness, such as galleries” | ||
| E19: “in some environments I've difficulty to visualize the digital content” | ||
| E20: “I happened to do an intervention in a submarine where the environment is not comfortable, both in terms of space and connection” | ||
| E21: “in some environments I have low light and little connection, so I cannot use it” | ||
| E22: “remote customer support certainly allows us to avoid city traffic thus also reducing environmental pollution” | ||
| TECHNOLOGY | E23: “it makes the diagnosis easier and more accurate” | Ease of use |
| E24: “I see the instructions in a simple and clear way” | ||
| E25: “the AR solution I tested was easy and intuitive but it's necessary to improve the content shown” | ||
| E26: “in some contexts it cannot be adopted … often I have to use both hands so the tablet can only be an obstacle to operations” | Tool usability | |
| E27: “the level of maturity of the technology is still low” | Hardware and software characteristics | |
| E28: “we had problems integrating the AR solution with our existing internal systems” |