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• Abstraction of activities and definition of use cases, to be collected in UML (Unified
Modelling Language) use case diagrams
• Elicitation of user, hardware, software and interaction requirements. The
requirements have been classified in different sub-categories, according to an adapted
version of the “Volere” approach [4]
• Identification of abstract services (Service Oriented Architecture) to be implemented
as software components and then integrated in the application [5]
• Deployment of several pre-prototypes for evaluation and assessment purposes, either
in lab test sessions or with the involvement of real users
• Refinement of the pre-prototypes up to the deployment of the first demonstrator.
IFAWC2006 March 15-16, Mobile Research Center, TZI Universität Bremen, Germany
Fig. 1. The design and development process.
Within this methodological framework three workplace studies with real maintenance
operators, each one followed by a design meeting, have been carried out in the first 18
months of the project lifetime.
Workplace Study 1 was performed at the beginning of the project and took place in
several maintenance sites (Air France, Airbus, EADS Sogerma). Between October and
November 2004 a significant group of maintenance operators (44) have been interviewed
and their daily activities observed. Participants of the survey were male with an experience
between 5 and 10 years. They were both technicians (77%) and expert maintainers. The aim
was to define an initial set of requirements for the maintenance application through the
observation of operators in their real working environment, questionnaires/interviews with
real operators and video recordings. Afterwards videos have been carefully inspected and
analysed in order to find relevant sequences suitable to help defining a task model,
identifying critical situations, pointing out specific environmental and/or organizational
constraints.
Workplace Study 2 was organized at EADS Sogerma in Bordeaux, after one year from
the project start. The main objectives were to both check wearable equipment users’
acceptance and have a first feedback on new content management and presentation
concepts and metaphors. A group of six operators tested a not-integrated pre-prototype in
non-real working conditions on a set of different devices (wearable PC, handheld, tablet
PC). Tests have been performed in a specific dedicated area in the maintenance facility.
Informative task-relevant contents displayed on the devices were an extract of a procedure
from an Aircraft Maintenance Manual. Original procedure has been fully re-designed
according to innovative presentation metaphors. At the end operators filled in a
questionnaire, to evaluate acceptance and provide suggestions. As a result, the requirements
set was extended and use cases refined.
Workplace Study 3 took place again in EADS Sogerma in October 2005, four months
after the previous study, and the same procedure was adopted. Three operators participated.
IFAWC2006 March 15-16, Mobile Research Center, TZI Universität Bremen, Germany
The first maintenance application prototype, a partially integrated functional demonstrator,
was tested. Outcomes from workplace study 2 were considered in order to improve the
information presentation and the ergonomicity of the wearable components, with a special
focus on different kinds of head-mounted displays (see-through, monocular, binocular).
Some communication features were tested, as well as a proposal for an innovative network
infrastructure. Social aspects have been taken into account as well and videos were
captured for further analyzing the behaviour of operators within the team. This allowed a
further refinement of the requirements as an input for next steps in application and services
development.
4. Analysis of scenarios
The processes of inspection, removal and installation and troubleshooting are all
information intensive and usually require careful and in-depth training. In order to perform
them the maintenance operators need to plan all the information/documentation needed in
advance, together with all the tools and consumables they need to use. In addition, all these
processes involve communication with experts in doubtful situations or with other team
members. In all the cases the maintenance operators need to perform proper job reporting
regarding all actions performed.
A basic assumption is that in a maintenance centre the activities are performed by
maintenance teams, i.e. physically distributed groups of users. This implies the availability
of functionalities for supporting collaborative work. From a different perspective, the
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