Augmented Reality: A New Workforce Mobilization Paradigm Using advanced forms of AR, diverse teams and disciplines can be brought together to ensure faster product realization and higher quality at reduced costs.

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Executive SummaryInnovation is a constant in the information technology industry,

continuously changing the way services are delivered to the business

and to end users. From the mainframe era on to the Internet stage,

we’re now experiencing the fifth IT wave, an era in which social, mobile,

analytics and cloud (aka the SMAC Stack) are forming a new digital

foundation with which to power business. SMAC is already changing

how IT is being deployed across industries, and as business becomes

increasingly digital this new stack is expected to have a multiplying

effect on operational efficiency and productivity.1

Another constant throughout technology’s swift progression is the

exponential growth in computer processing power and the steady

increase in the number of computing devices and users. Augmented

and virtual-reality-based hardware devices are part of this growing

computing base. They leverage advancements in mobile technology and

big data analytics to offer new communications channels for enterprise

applications. Augmented and virtual reality is converging with SMAC

and, as a result, businesses across multiple sectors are now able to tap

their vast potential to help users visualize data and instructions that

overlay physical assets in real time.

Imagine a worker who is on the factory floor conducting a routine

equipment check for preventive maintenance and inspection activities.

He comes across a piece of equipment and realizes that something has

changed in the way he typically interacts with it. Earlier, the worker used

to carry a heavy manual or rely on his supervisor to instruct and guide

him through the inspection, but now he is empowered with a technology

AUGMENTED REALITY: A NEW WORKFORCE MOBILIZATION PARADIGM 3

that helps him to uniquely interact with this piece of industrial

equipment. This technology – augmented reality (AR) – is being deployed

to more effectively mobilize workers across multiple industries.

According to Gartner research,2 AR is poised to become an important

workplace tool. AR technology has matured to a point where

organizations can use it as an internal tool to complement and enhance

key business processes, workflows and employee training. Visualization

of content is among the many important business innovations that AR

can facilitate.

Many companies are increasingly applying AR tools to create effective

training programs that drive employee engagement and success in

the highly competitive global marketplace. Also, some companies

– manufacturing players among them – are not just seeking cost

savings but also trying to gain effective, in-time and quality training

methodologies that do not interfere with company operations or its

technological evolution.

Since AR technology operates in a real environment and provides

computer-generated aids to enhance the real world, the technology is

well positioned to transfer skills across the organization to a far greater

extent than old-style training methodologies, such as paper-based

manuals and DVDs.

This white paper explores different uses of AR in workforce-intensive

business environments and how companies can leverage AR to set up

their workforce for success.

AUGMENTED REALITY: A NEW WORKFORCE MOBILIZATION PARADIGM 3

Prehistory, soon after invention of the sail.

~1900Horse carriages

1958 1970s 1974-8 1988 1992+ 1999 2006 Now 20??

Sutherland/Sprouil, ‘68:

1st HMDs

Sailboat tell-tales

Rear-view mirrors

First jet fighter heads-up display

Commercial aviation

U.S. DoD air-combat testing

First car HUD: Cutlass Supreme

Dedicated tools begin;ARToolkit

UW HITLab

“Augmented Environments,”

sensor nets

“UbiComp;” Mark Weiser

Commercial helmet-mounted displays

Tom Caudell &

David Mizell

Hands-up displays

Context-aware software that “learns you”

Efficientpowerusage

Useful smart-phone ARNokia’s

MARA

Augmented Technology RevolutionAugmented reality provides information and entertainment that overlays on the physical world. The potential of augmented reality technology is wide but it remains in the development stage, with most potential applications bottled up in laboratories (see Figure 1 for a timeline). This technology has proved to be very comfortable and user friendly, as the hardware requirements to experience AR can be a smartphone or a tablet that users are familiar with. AR applications are not complicated to set up and, once installed, require minimal guidance.

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Progress of Augmented RealityAugmented reality uses are diverse. Key workflows and applications that numerous companies have built on various platforms include:

• Field service: Using AR technology, field service agents can access checklists and work manuals. With the help of wearable technology, they can interact hands-free. AR technology allows field service agents to interact with the system via voice and gesture commands, and with video and sharing support they can interact with other users to provide remote support.

• Energy and utilities: Energy and utility companies are exploring novel ways AR can be used to transform their businesses. The areas include asset inspection, reading meters, monitoring tasks remotely, and health and safety. The goal is to ensure that the workforce is endowed with tools that provide appropriate situ-ational acumen and facilitate timely task completion.

• Healthcare: AR technology helps users access medical records and important patient vitals. Nurses and clinicians can use AR technology to learn about upcoming surgeries, for modeling of organs and to explain medical procedures.

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Figure 1

Augmented Reality Timeline

AUGMENTED REALITY: A NEW WORKFORCE MOBILIZATION PARADIGM 5

AR technology also can be used to conduct training sessions on body parts and functionalities for medical students. The personalization of healthcare is among AR’s key value propositions.

• Automotive: This industry has used AR technology for over 10 years to visualize technical information.

4 Progressive manufacturers are now exploring various

established use cases for AR such as factory planning, product visualization, worker support and customer support. Players such as Metaio (which has been acquired by Apple) are leaders in this field.

• Industrial design: AR can help industrial designers experience a product’s design and operation before completion. Volkswagen, for example, uses AR for comparing calculated and actual crash test imagery.

5 AR can be used to visualize

a car body structure and engine layout. It can also be used to compare digital mock-ups with physical mock-ups for finding discrepancies between them.

In addition to the applications listed above, AR trials are multiplying in retail, education, tourism and gaming, (see Figure 2).

Augmented Reality for Workforce TrainingAR is considered a new experience for workforce training and development. Companies are increasingly deploying AR-based solutions and creating impactful training programs that improve employee engagement and productivity.

According to the American Society for Training and Development, investment in employee training enhances a company’s financial performance. An increase of $680 in training expenditures per employee generates, on average, a 6% improve-ment in total shareholder return.

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A Louis Harris and Associates poll reports that among employees with poor training opportunities, 41% planned to leave within a year. Only 12% planned to leave among those who considered their company’s training opportunities to be excellent, resulting in a retention rate more than two-thirds higher than average companies.

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AR Possibilities: Limited Only by Imagination

Field ServiceEnergy & Utilities

Healthcare Automotive

Industrial Design

RetailTourism

Figure 2

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Current Training MethodologiesTake an example of a classroom with 20 newly recruited manufacturing workforce members who are learning how to operate a machine. The trainer holds a 100-odd-page user manual that contains guidance on how to install, repair and uninstall a specific set of machine(s). Each machine part has umpteen procedures that must be followed; these instructions are verbally provided, with follow-up on-the-job training later on. The learning session is spread across multiple days, with a set of pages covered each day.

How many members of this team of 20 will understand what is being delivered and be able to apply it? Will the learning be uniform across the group? Will this learning instill confidence among the new workforce members as well as company managers responsible for their activities?

Today’s workforce is a cross-generational blend, including older workers, baby boomers, gen X-ers and millennials, with differing workforce expectations and learning styles. For instance, research by Casey Carlson and Deloitte & Touche showed that, as a group, baby boomers are more motivated by salary and do not handle negative feedback well, compared with millennials, who generally are more motivated by job security and do not believe performance feedback is necessary.

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Businesses have adapted to changing workforce dynamics, with the understanding that delivering on employee learning and development expectations is complicated and requires a variety of permutations to address workers’ wide array of needs. Training methods include face-to-face sessions, one-on-one tutorials, lectures, dem-onstrations, facilitated e-learning, self-paced e-learning and blended approaches. High-performing companies are employing a formula of 20% formal learning and 80% informal learning, with the gap continuing to widen.9

How Augmented Reality Can Enhance TrainingIf implemented effectively, AR improves speed and quality of training. A research study by Columbia University concluded, after a battery of testing, that users guided by AR complete the same task in 53% of the time and more accurately than previous forms of instruction.

10 They also found it to be a more natural and intuitive

way of learning.

The delivery mechanism of AR-based trainings can be handhelds such as phones and tablets. It is easy to implement hands-free AR learning as solutions can also be developed on custom-built head-mounted devices (HMDs) such as Meta or on AR goggles such as zSpace and Optivent, etc. Custom-built AR wearables have their own development kits that can be used to build AR solutions.

Delivering Training via ARLet us take the same case of the classroom filled with 20 newly recruited workers. Now instead of the 100-page manual, a prototype of the machine that workers need to be trained on is kept in the classroom. Each member of the workforce is equipped with a handheld device such as an iPad or a wearable such as Google Glass. The machine on the table acts as a marker, and each device is loaded with an application that can read this machine. When the employees (learners) direct their hardware on this machine, a realistic, 3-D, life-sized model of the machine is rendered into the physical world with information on each part of the machine and its role. Using gestures and touch, employees can see how each part of the machine works as if they are training on a real machine. Employees can turn on/off different elements on the screen so that all the parts of the machine and their locations can be clearly identified.

AUGMENTED REALITY: A NEW WORKFORCE MOBILIZATION PARADIGM 7

What if we can replicate this training across industries with equipment and machinery programmed to support AR?

Many say that instructor-led learning or learning via videos with the same animations can be unified into the course. The advantage of using AR-based training is that it retains the established training experience and also delivers improved under-standing of concepts with its interactivity. In the aforementioned case, for example, employees bring the same AR materials onto the production floor and continue to learn on the job. They carry the AR application for better comprehension.

Augmented Reality for Maintenance and InspectionWith AR, custom-designed training and maintenance solutions allow complex procedures to be animated directly on the equipment. With these animation-based instructions and reference materials overlayed directly on the physical equipment, workers can learn procedures more effectively and perform them more accurately.

Figure 4 (see next page) illustrates how AR technology can be leveraged to train service mechanics to work with a car engine system.

Content, hardware and software are the three elements that drive successful enterprise AR systems.

11 Context-aware and transformational hardware offers

augmentation to the workforce’s senses. Sophisticated software prepares the data and captures the interaction of the workforce with the assets. However, it is the spectrum of data that allows enterprises to extract the benefits of AR technology. What this means is it’s not just about introducing and equipping the workforce with technology but it is also about making machines more intelligent by using their metadata to communicate with the workforce. Gartner predicts

that “by 2018, the total cost of ownership for business operations will be reduced by 30% through the use of smart machines and industrialized services.”

12

Figure 3

Augmented Reality Training

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Research is already ongoing in this area on devices such as smart helmets, 3-D goggles, intelligent gloves, etc. – all of which have been prototyped and showcased at multiple AR industry conferences. These smart machines are not a futuristic sci-fi vision but rather they are systems that are available today for demo and can be adopted by businesses for trial runs.

Leveraging AR SolutionsService engineers come across numerous machine-related issues on the shop floor, and typically depend on user manuals or their supervisor to assist and resolve them. This problem is exacerbated when engineers and supervisors are remotely located, which extends resolution time and limits productivity.

The typical workflow is as follows (see Figure 5):

• User has a guideline book or a manual.

• User studies the information in the manual and tries to fix the faulty machine.

• When the user is unable to fix it, he refers the issue to his supervisor who goes through the manual again or uses his experience to fix an issue.

Engineers use the help manualfor each piece of equipment.

Engineers refers to help manuals or ask for assistance from supervisors

to rectify issues.

Engineers Help Manual Help Manual Machinery

User Medium Target

Figure 5

Typical Repair-Instruction Workflow

Figure 4

AR Training for Car Service Mechanics

AUGMENTED REALITY: A NEW WORKFORCE MOBILIZATION PARADIGM 9

With an AR-based solution, this dependency on hard copy instructions or user manuals is eliminated and the understanding of how to fix issues is increased as the solution is visually communicated to the engineer. A step-by-step, 3-D overlaid instruction manual guides engineers to fix critical machine-related issues – while keeping in mind issues of risk and safety (see Figure 6).

The new process flow does not just allow the engineer to understand the fix to the problem but also helps him to remember the steps, as visual communication is retained for a far longer period than any textual communication.

AR opens multiple doors through which users can interact with the equipment. Users can see various work procedures; using gestures or voice, they can maneuver the guide. The instructions are overlaid on the equipment, thus making trouble-shooting very intuitive.

A Workforce Mobilization Platform User Experience Lab is an interdisciplinary group of researchers and dedicated technologists that incubates disruptive technologies in disparate fields, including virtual presence, wearable computing, tangible interfaces and affective computing. In one such incubation process, the team built a workforce mobilization platform, called NeoSight.

NeoSight is a custom-designed training and maintenance platform that facili-tates interactive learning by animating procedural rules directly over the target equipment. Currently, NeoSight provides training using AR technology to overlay interactive visual instructions on real-world equipment. Interactive direct demon-stration simplifies learning. NeoSight facilitates the “do-and-learn” model that does not require any special skills as a prerequisite.

NeoSight FeaturesNeoSight allows users to consume computer-aided design (CAD) drawings and then prepare a step-by-step learning model. This platform is scalable and can accommo-date additional procedures over time or business requirements using a dedicated server or cloud computing space. The platform has a help screen through which the users can familiarize themselves with the solution’s interface. The users can also replay the entire procedure, or just a single step, to gain a thorough understanding.

Engineers use the handheld/wearable devices.

Handhelds/wearables are projected on the user manual or machinery.

Engineer uses AR technology and experiences the following actions.

Engineers WearableHandheld

Pro

cess

ing

HelpManual

3D model of the equipment comes alive on screen which allows user to experience the following:Machinery

Engineer Medium Target

WearableHandheld

Medium

Select Procedures

Overlay Instructions

Animated Instructions

Voice Control

Gesture Control

Repeat Procedures

✓

Figure 6

AR-Enabled Instructional Workflow

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Looking Forward: The Future of AR-Based TrainingAR has been around for decades but was seen more as “eye candy” rather than anything truly useful. However, AR is now viewed as a potential game changer, because it can produce experiences that can actually reduce hardware and people dependencies by delivering real-time information to inform user movements.

The global AR market is poised to grow at a CAGR of 96.52% by 2019.13 In parallel,

businesses are responding by investing in workforce development, with training budgets increasing 15% on average, to identify capability gaps and cultivate “into the future” skills.

14 Interactive learning is among the encouraging areas where AR is

expected to succeed. Voice and gestures are the strategic elements in learning and AR enables this interactivity, thus facilitating newer understanding. Since AR can be developed to align with situation-based learning, enterprises investing in workforce training should find this appealing.

Save Significant Amount of TimeLabels, circuit diagrams, document link, machine

history, error tracking, virtual laser points.

Remote SupportSend images, voice call with onsite support

team, spoken instructions, video sequences.

Step-by-Step InstructionsAccurate, diagrams, video guides.

Marketing and SalesHands on training, situation oriented

scenario create catalogs.

Appealing and FunBetter visualization, accurate, superimposed.

Inspection & MaintenanceOverlay of data, machine history, hands-free

troubleshooting, guided maintenance support.

NeoSight

Diagnostics

Training

SupportSafety

DisassemblyCost

Reduction

Figure 7

The Future of AR

AUGMENTED REALITY: A NEW WORKFORCE MOBILIZATION PARADIGM 11

Footnotes1 http://www.cognizant.com/latest-thinking/digital-business

2 “Gartner Says Augmented Reality Will Become an Important Workplace Tool.” http://www.gartner.com/newsroom/id/2649315

3 http://www.marketsandmarkets.com/ResearchInsight/augmented-reality-market.asp

4 “Will Augmented Reality enter to the automotive industry?” https://www.quora.com/Will-Augmented-Reality-enter-to-the-automotive-industry

5 “What’s Augmented Reality and how does it work?” http://www.appfutura.com/blog/whats-augmented-reality-and-how-does-it-work/

6 “Training and Education: Increase your ROI.” http://datacondental.com/sites/default/files/Datacon/NewsletterPDFs/2011/Aug11.pdf

7 Training/Continuing Education Critical to Potential Hires. http://www.marketwired.com/press-release/training-continuing-education-critical-to-potential-hires-1259823.htm

8 http://www.pm360online.com/augmented-reality-as-an-effective-training-strategy/

9 Ibid

10 “Augmented Reality: Ready for Training or in Its Infancy?” http://hwd3d.com/blog/augment-ed-reality-for-training/

11 “Three Key Elements of an Enterprise AR System.” http://thearea.org/three-key-elements-enterprise-ar-system/

12 “Gartner Reveals Top Predictions for IT Organizations and Users for 2015 and Beyond.” http://www.gartner.com/newsroom/id/2866617

13 Global Mobile Augmented Reality Market 2015-2019. http://globenewswire.com/news-release/2015/06/30/748468/0/en/Global-Mobile-Augmented-Reality-Market-2015-2019.html?utm_campaign=Contact+SNS+For+More+Referrer&utm_medium=twitter&utm_source=snsanalytics

14 The Corporate Learning Factbook 2014: Benchmarks, Trends, and Analysis of the U.S. Training Market. http://www.bersin.com/uploadedFiles/012714WWBCLF.pdf

References• http://blog.commlabindia.com/mlearning/will-augmented-training-fit-ilt-training

• http://augmera.com/wp-content/uploads/2014/10/on-the-run.jpg

• http://augmera.com/?p=214

• http://venturebeat.com/2014/05/29/augmented-reality-wheres-the-venture-capital/

• http://zugara.com/augmented-reality-finally-gaining-traction-wsj

• http://online.wsj.com/news/articles/SB10001424052702304585004579417612087615766

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About the AuthorsMahesh Venkatasubramanian is a Senior Business Analyst in the Cognizant Technology Lab. His core responsibilities include working in consulting projects in the immersive space across industries. Mahesh has 10+ years of progressive experience in business development and account management. He earned an M.B.A. with specialization in marketing from XIME, Bangalore. Mahesh can be reached at Mahesh.Venkatasubramanian@cognizant.com | https://twitter.com/maheshvs | https://www.linkedin.com/in/maheshvs.

Shipra Gupta is an Enterprise-Level Software Architect in the Cognizant Technology Lab with 15-plus years of IT industry experience in software architecture definition, design and development. She has earned her M.C.A. from IGNOU, Delhi. Shipra can be reached at Shipra.Gupta3@cognizant.com | https://www.linkedin.com/pub/ship-ra-gupta/9/aa7/a09.

Gyanendu Shekhar is a Technology Specialist in the Cognizant Technology Lab. He works with different immersive technologies and the .NET framework. Gyanendu earned his M.Tech. from IIT Mumbai. He can be reached at Gyanendu.Shekhar@cognizant.com | https://www.linkedin.com/pub/gyanendu-shekhar/48/643/b0.

AcknowledgementSpecial thanks to Ramesh Yechangunja, Principal Architect, User Experience Lab, for his invaluable feedback during the course of writing this paper.

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