Thomas Schirgi, Technical University, Austria

In contrast to the increasing degree of automation in the production industry, commissioning and maintenance activities will essentially be limited to manual activities. Production involves repetitive actions that are manageable and clearly defined as a process. Unlike this, commissioning and maintenance have to deal with uncontrollable, undefined, and non - standardized processes. The paper provides a framework for a multimedia assistance system for singletons. It was found that the paradigm has to consist of five key components to provide tailored assistance to customers. These key components are Expertise, Infrastructure, Application & Platforms, Security & Privacy and Business Process & Business Model. The resulting stack and the overlaying business model are called "CaRE – Custom Assistance for Remote Employees". With a user-centered approach, the needs of the target group were identified. Based on this, the framework was implemented in the form of a prototypical application. To check, whether the assumptions regarding a Multimedia Assistance System are correct, the prototypical developed application was tested with a remote-usability test.

Multimedia, Assistance, CaRE, Software.