Emerging technologies, such as smart glasses, offer new possibilities to support service processes. Specifically, in situations where a person providing a service, such as a technician, needs both hands to complete a complex set of tasks, hands-free speech-controlled information systems can offer support with additional information. We investigated this research field in a three-year consortium with partners from the agricultural technology sector. During the course of our research, we 1) analyzed the domain in a multi-method approach to develop (meta-)requirements, 2) proposed design principles, 3) instantiated them in a prototype, and 4) evaluated the prototype. We followed a design science research approach in which we combined the build phase with four evaluation cycles that comprised focus groups, a prototype demonstration, and, based on that demonstration, a survey with 105 domain experts. We address real-world problems in providing information at the point of service and contribute to the methodological knowledge base of IS design and service systems engineering by developing and implementing design requirements and principles for smart glasses-based service support systems.
Niemöller, Christina; Metzger, Dirk; Berkemeier, Lisa; Zobel, Benedikt; and Thomas, Oliver
"Mobile Service Support based on Smart Glasses,"
Journal of Information Technology Theory and Application (JITTA): Vol. 20
, Article 4.
Available at: https://aisel.aisnet.org/jitta/vol20/iss1/4