ARinFLEX –Supporting Flexible Service Processing by Augmented Reality

Initial Situation

Augmented Reality as one of the leading technologies to enrich real life with contextual relevant background information provides useful areas of application. While there are various possibilities in the domain of health care and maintenance, technologies such as Google Glass or Vuzix M100 have not been applied to its full potential. Especially the area of flexible service processes in small and medium-sized entreprises has rarely been considered yet. Thus, using augmented reality a completely new application area arises: e.g. physicians and mechanics in their daily work are able to interact hands-free with patients and machines while being supported by up-to-date information of Smart Glass. However, with the implementation of technologies in this field, challenges regarding the use, acceptance and perceived helpfulness occur. Moreover, especially for small and medium-sized enterprises, possibilities of digitalisation of flexible service processes is currently lacking.

Project Aim

The project aim is to develop a method for digitalisation of flexible service processes (MethoDIG). Based on theoretical principles, a prototypical methodological framework is developed thus small and medium-sized enterprises are able to analyse, value and digitalise their service processes. Based on evaluation and field research in the domain of maintenance and health care, this method is validated and can be used for identification of demands, security and ethical devices.


To achieve the project aim, the current state of research is investigated and potential use-cases in the field of health care and maintenance are identified. Additionally, concepts and applications in both health care and maintenance are developed and validated in field studies. The results are evaluated and a method for introducing supporting information technologies is developed. The project is implemented in three successive iterations, each of them refining and improving the project results. In the first iterations, a prototypical implementation of smart glasses in maintenance is completed. The second implementation focuses on prototypical integration in the domain of health care. Finally, within the third iteration, an intersectoral method for digitalisation of flexible service processes is finalised. Throughout the whole project, a continuous communication phase ensures that all relevant stakeholders are informed of the realized project results.

Work Packages:

  • Project coordination and expert workshops
  • Demands on service digitalisation
  • Analysis of current state of flexible service processes in maintenance and health care 
  • Design and pilot test in maintenance and health care
  • Evaluation of results in maintenance and health care
  • Method for  introduction of supporting technologies (MethoDIG)
  • Exchange of knowledge and transfer of results


The project shows that Augmented Reality technologies can be adapted into flexible service processes. Resulting in an increase of competitiveness of small and medium-sized entreprises, the implementation of Augmented Reality technology moreover contributes to a reduction of skill shortage. Above that, further service enterprises are enabled to digitalise flexible service processes on their own.


Scientific Partners

Technische Universität München, Chair for Information Systems (Prof. Dr. Helmut Krcmar)

Technische Universität München Chair for Strategy and Organisation (Prof. Dr. Isabell Welpe)  

Universität Osnabrück, Division of Nursing Science (Prof. Dr. Hartmut Remmers)  

Business Partners

iTiZZiMO GmbH  

XENON Automatisierungstechnik GmbH

Associated Partners



Diakoniewerk Osnabrück

Die Johanniter

Flughafen München

Linde Material Handling

Pflegedienst am Schölerberg

SANA IT Services

St. Josef Stift


Research Funding

Bundesministerium für Bildung und Forschung

Funding reference: 01FJ15058

Additional Information


Prof. Dr. Helmut Krcmar

Dr. Manuel Wiesche (contact person)

Veronika Huck-Fries

Kai Klinker

Leonard Przybilla