Show me your living room: investigating the role of representing user environments in AR remote consultations

Abstract

The study reported here investigates AR based support for remote consultations, in which an on-site user is supported by a remote helper. In such situations, it is important for the remote helper (or, in our case, the consultant) to see the environment of the person asking for support in order to relate to it. Based on literature, we created and tested different mechanisms using a 2D video stream with a captured 2D/3D texturized virtual model of the room. In addition, we compared the often-used way of fixing the remote helper's view to the view of the on-site user with the possibility to move around freely in the 2D/3D model. The aim of the study was evaluating how to support an on-site user wearing an AR HMD. The study tested four conditions composed from these differences and with nine real furniture consultants. In the study, we compared four mechanisms in which the consultants were able to place furniture in the living room of a customer and advise the customer on their purchase. We found that there were hardly any differences in task load, social presence or perceived support between the four different conditions. However, participants had clear preferences for certain conditions and aspects of them. From our analysis, we provide recommendations for the design of mixed reality support for remote consultations.