shARe-IT: Ad hoc Remote Troubleshooting through Augmented Reality

Abstract 10 years ago, Castellani et al. (Journal of Computer Supported Cooperative Work, vol. 18, no. 2–3, 2009, pp. 199–227, 2009) showed that using just an audio channel for remote troubleshooting can lead to a range problems and already envisioned future in which augmented reality (AR) could solve many these issues. In the meantime, AR technologies have found their way into our everyday lives such support collaboration has been widely studied within fields Human-Computer Interaction Computer-Supported Work. this paper, we contribute body research by reporting on extensive empirical study Fab Lab expertise sharing potential relevance articulation work realization. Based findings study, derived design challenges led AR-based concept, implemented as HoloLens application, called shARe-it. This application is designed through different communication channels interaction modalities. Early testing revealed novel modalities markers drawings play only minor role due various limiting factors. Instead, transmission shared view especially arriving at understanding situation prerequisite continue be decisive factors troubleshooting.