Design Concepts TowardsCreating a TroubleshootingKnowledge Management System

Abstract: Despite the influential impact of knowledge transfer insuccess of industrial domains, organizations still struggle tomanage and maintain their experts’ knowledge andexpertise. In this work, I target remote support engineers,and propose a model that supports them in capturing,visualizing, validating and sharing their knowledge in away that is easily replicable in the future as well providingthe means to access the right expert with the requiredexpertise in case of shortage on documented knowledge.Based on field studies conducted, I identified remotesupport engineers’ needs for exchanging their knowledgeand experiences gained during troubleshooting tasks. Thedesign of the model was achieved by combining thetheories of knowledge acquisition and applying HCIvisualization tools. Finally, I conducted a participatoryevaluation with experts from industrial sites to evaluate themodel. The results of the evaluation indicate positivefeedback towards the model presented and potential forimproving the efficiency of troubleshooting procedures.