From troubleshooting to status reporting: insights from long-term use of an HMD remote support system in a craft company

Abstract Many German crafts companies are faced with the situation of increasing orders and a decreasing workforce. In this paper, we report on the use of an AR HMD-based remote support system in a craft company that aimed to reduce travel times and speed up problem-solving. We present findings from a long-term field study examining how the system influenced work organization in a small craft company. Over the course of 10 weeks, we observed how employees in a small craft business integrated the system into their daily work practices. Using qualitative interviews, video recordings, and system logs, we observed the evolution of communication and coordination practices. Instead of primarily supporting spontaneous problem solving, as initially expected, the system was adopted for structured status reporting and video documentation. This shift reduced the need for traditional end-of-day debriefings and changed both the timing and frequency of coordination. While the system complemented rather than replaced existing communication channels, its sustained use subtly reshaped collaboration and introduced new forms of workload due to increased expectations for real-time availability. Our findings provide insights into the appropriation of remote support systems in small, real-world organizations and highlight design considerations for remote collaboration tools.