2010/047 - From Ethnographic Study to Mixed Reality: A Remote Collaborative Troubleshooting System
Jacki O'Neill, Stefania Castellani, Frédéric Roulland, Cornell Juliano, Liwei Dai, Nicolas Hairon
CSCW 2011 - The 2011 ACM Conference on Computer Supported Cooperative Work, March 19-23, 2011, Hangzhou, China. This paper received a SIGCHI "Best of CSCW" Award.
The purpose of this paper is to illustrate how we have moved from ethnographic findings to system design and implementation and then user testing and what we learnt from tests. We have built a Mixed Reality system, called LuCE (Lighthouse Collaborative Environment),to facilitate a real-world application, that of collaborative remote troubleshooting of broken office copiers and printers. The design of the system is based on findings of a case study conducted in a troubleshooting call center and has been validated through some usability tests of the implemented prototype. We show links between findings-corresponding features- test results and we discuss additional elements from tests.