Design and Evaluation of a Smart-Glasses-based Service Support System

The character of IT transformed from an attached commodity to the center of new products and services. Especially in technical customer services, new technologies such as smart glasses offer great opportunities to overcome current challenges. Due to the complexity of service systems engineering, guidance on how to design smart glasses-based service support systems is necessary. To overcome this complexity and fill the research gap of design knowledge, we (1) analyze the domain in a multi-method approach eliciting meta-requirements, (2) propose design principles, and (3) instantiate them in a prototype. We follow a design science research approach combing the buildphase with four evaluation cycles obtaining focus groups twice, demonstration with prototype and, based on that, a survey with 105 experts from the agricultural sector. We address real-world problems of information provisioning at the point of service and, thereby, contribute to the methodological knowledge base of IS Design and Service Systems Engineering.