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

    Fingerprint

    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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    title = "Mobile Service Technician 4.0: Knowledge-Sharing Solutions for Industrial Field Maintenance",
    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.",
    keywords = "industrial field maintenance, knowledge sharing, User Experience, augmented reality, virtual reality, wearables, social media, user studies",
    author = "Eija Kaasinen and Susanna Aromaa and Antti V{\"a}{\"a}t{\"a}nen and Ville M{\"a}kel{\"a} and Jaakko Hakulinen and Tuuli Keskinen and Joona Elo and Sanni Siltanen and Ville Rauhala and Iina Aaltonen and Juho Hella and Petri Honkamaa and Mikael Lepp{\"a} and Antti Niemel{\"a} and Juha Parviainen and Markku Turunen and Jouni T{\"o}rnqvist and Juha Valtonen and Charles Woodward",
    year = "2019",
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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.

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    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

    SP - 6

    EP - 27

    JO - Interaction Design and Architecture(s)

    JF - Interaction Design and Architecture(s)

    SN - 1826-9745

    IS - 38

    M1 - 1

    ER -