Mobile Service Technician 4.0

Knowledge-Sharing Solutions for Industrial Field Maintenance

Eija Kaasinen, Susanna Aromaa, Antti Väätänen, Ville Mäkelä, Jaakko Hakulinen, Tuuli Keskinen, Joona Elo, Sanni Siltanen, Ville Rauhala, Iina Aaltonen, Juho Hella, Petri Honkamaa, Mikael Leppä, Antti Niemelä, Juha Parviainen, Markku Turunen, Jouni Törnqvist, Juha Valtonen, Charles Woodward

Research output: Contribution to journalArticleScientificpeer-review

Abstract

With the fourth industrial revolution, Industry 4.0, many work tasks are becoming knowledge intensive. At the forefront of the change are workers that are already mobile, working in the field with customers. We describe the human-centred design process that resulted in the Mobile Service Technician 4.0 concept. The concept illustrates how industrial field maintenance work could benefit from knowledge-sharing solutions based on Industry 4.0. The solutions utilize industrial internet, virtual and augmented reality as well as wearable technologies to improve mobile service technicians’ daily work performance and work satisfaction. The Mobile Service Technician 4.0 concept illustrates the user experience of future maintenance work: feeling competent, feeling connected to the work community, and feeling of success and achievement by being better prepared for maintenance visits, getting situationally relevant support in maintenance operations, sharing knowledge with peers, and making maintenance reports effortless.
Original languageEnglish
Article number1
Pages (from-to)6-27
JournalInteraction Design and Architecture(s)
Issue number38
Publication statusPublished - 30 Jan 2019
MoE publication typeA1 Journal article-refereed

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technician
Maintenance
Emotions
knowledge
Industry
work satisfaction
industrial revolution
industry
Job Satisfaction
Augmented reality
Internet
Virtual reality
customer
Technology
worker
community
performance
experience

Keywords

  • industrial field maintenance
  • knowledge sharing
  • User Experience
  • augmented reality
  • virtual reality
  • wearables
  • social media
  • user studies

Cite this

Kaasinen, Eija ; Aromaa, Susanna ; Väätänen, Antti ; Mäkelä, Ville ; Hakulinen, Jaakko ; Keskinen, Tuuli ; Elo, Joona ; Siltanen, Sanni ; Rauhala, Ville ; Aaltonen, Iina ; Hella, Juho ; Honkamaa, Petri ; Leppä, Mikael ; Niemelä, Antti ; Parviainen, Juha ; Turunen, Markku ; Törnqvist, Jouni ; Valtonen, Juha ; Woodward, Charles. / Mobile Service Technician 4.0 : Knowledge-Sharing Solutions for Industrial Field Maintenance. In: Interaction Design and Architecture(s). 2019 ; No. 38. pp. 6-27.
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abstract = "With the fourth industrial revolution, Industry 4.0, many work tasks are becoming knowledge intensive. At the forefront of the change are workers that are already mobile, working in the field with customers. We describe the human-centred design process that resulted in the Mobile Service Technician 4.0 concept. The concept illustrates how industrial field maintenance work could benefit from knowledge-sharing solutions based on Industry 4.0. The solutions utilize industrial internet, virtual and augmented reality as well as wearable technologies to improve mobile service technicians’ daily work performance and work satisfaction. The Mobile Service Technician 4.0 concept illustrates the user experience of future maintenance work: feeling competent, feeling connected to the work community, and feeling of success and achievement by being better prepared for maintenance visits, getting situationally relevant support in maintenance operations, sharing knowledge with peers, and making maintenance reports effortless.",
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Kaasinen, E, Aromaa, S, Väätänen, A, Mäkelä, V, Hakulinen, J, Keskinen, T, Elo, J, Siltanen, S, Rauhala, V, Aaltonen, I, Hella, J, Honkamaa, P, Leppä, M, Niemelä, A, Parviainen, J, Turunen, M, Törnqvist, J, Valtonen, J & Woodward, C 2019, 'Mobile Service Technician 4.0: Knowledge-Sharing Solutions for Industrial Field Maintenance', Interaction Design and Architecture(s), no. 38, 1, pp. 6-27.

Mobile Service Technician 4.0 : Knowledge-Sharing Solutions for Industrial Field Maintenance. / Kaasinen, Eija; Aromaa, Susanna; Väätänen, Antti; Mäkelä, Ville; Hakulinen, Jaakko; Keskinen, Tuuli; Elo, Joona; Siltanen, Sanni; Rauhala, Ville; Aaltonen, Iina; Hella, Juho; Honkamaa, Petri; Leppä, Mikael; Niemelä, Antti; Parviainen, Juha; Turunen, Markku; Törnqvist, Jouni; Valtonen, Juha; Woodward, Charles.

In: Interaction Design and Architecture(s), No. 38, 1, 30.01.2019, p. 6-27.

Research output: Contribution to journalArticleScientificpeer-review

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T1 - Mobile Service Technician 4.0

T2 - Knowledge-Sharing Solutions for Industrial Field Maintenance

AU - Kaasinen, Eija

AU - Aromaa, Susanna

AU - Väätänen, Antti

AU - Mäkelä, Ville

AU - Hakulinen, Jaakko

AU - Keskinen, Tuuli

AU - Elo, Joona

AU - Siltanen, Sanni

AU - Rauhala, Ville

AU - Aaltonen, Iina

AU - Hella, Juho

AU - Honkamaa, Petri

AU - Leppä, Mikael

AU - Niemelä, Antti

AU - Parviainen, Juha

AU - Turunen, Markku

AU - Törnqvist, Jouni

AU - Valtonen, Juha

AU - Woodward, Charles

PY - 2019/1/30

Y1 - 2019/1/30

N2 - With the fourth industrial revolution, Industry 4.0, many work tasks are becoming knowledge intensive. At the forefront of the change are workers that are already mobile, working in the field with customers. We describe the human-centred design process that resulted in the Mobile Service Technician 4.0 concept. The concept illustrates how industrial field maintenance work could benefit from knowledge-sharing solutions based on Industry 4.0. The solutions utilize industrial internet, virtual and augmented reality as well as wearable technologies to improve mobile service technicians’ daily work performance and work satisfaction. The Mobile Service Technician 4.0 concept illustrates the user experience of future maintenance work: feeling competent, feeling connected to the work community, and feeling of success and achievement by being better prepared for maintenance visits, getting situationally relevant support in maintenance operations, sharing knowledge with peers, and making maintenance reports effortless.

AB - With the fourth industrial revolution, Industry 4.0, many work tasks are becoming knowledge intensive. At the forefront of the change are workers that are already mobile, working in the field with customers. We describe the human-centred design process that resulted in the Mobile Service Technician 4.0 concept. The concept illustrates how industrial field maintenance work could benefit from knowledge-sharing solutions based on Industry 4.0. The solutions utilize industrial internet, virtual and augmented reality as well as wearable technologies to improve mobile service technicians’ daily work performance and work satisfaction. The Mobile Service Technician 4.0 concept illustrates the user experience of future maintenance work: feeling competent, feeling connected to the work community, and feeling of success and achievement by being better prepared for maintenance visits, getting situationally relevant support in maintenance operations, sharing knowledge with peers, and making maintenance reports effortless.

KW - industrial field maintenance

KW - knowledge sharing

KW - User Experience

KW - augmented reality

KW - virtual reality

KW - wearables

KW - social media

KW - user studies

M3 - Article

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EP - 27

JO - Interaction Design and Architecture(s)

JF - Interaction Design and Architecture(s)

SN - 1826-9745

IS - 38

M1 - 1

ER -