Designing a Field Service Management Application Using the Double Diamond Approach: A Usability Evaluation Study

Authors

  • Ikrar Adinata Arin Computer Science Department, BINUS Graduate Program-Doctor of Computer Science, Bina Nusantara University, Indonesia | Information Systems Department, School of Information Systems, Bina Nusantara University, Indonesia
  • Dina Fitria Murad Information Systems Department, BINUS Online Learning, Bina Nusantara University, Indonesia
  • Harco Leslie Hendric Spits Warnars Computer Science Department, BINUS Graduate Program-Doctor of Computer Science, Bina Nusantara University, Indonesia
  • Meyliana Information Systems Department, School of Information Systems, Bina Nusantara University, Indonesia
Volume: 15 | Issue: 5 | Pages: 27344-27356 | October 2025 | https://doi.org/10.48084/etasr.12691

Received: 11 June 2025 | Revised: 6 July 2025 and 20 July 2025 | Accepted: 23 July 2025 | Online: 6 October 2025


Corresponding author: Ikrar Adinata Arin

Abstract

Field Service Management (FSM) applications play an essential role in modern service operations, but many existing solutions have not effectively addressed the complex needs of field technicians. This study presents a systematic approach to designing and evaluating FSM applications using the Double Diamond methodology integrated with Digital Twin technology, applying a four-phase design process: Discover (field observation and interviews), Define (analysis of requirements and problem formulation), Develop (iterative prototyping with Digital Twin integration), and Deliver (implementation and usability evaluation). The evaluation involved 15 field technicians from three telecommunications service providers using the System Usability Scale (SUS) method. The results showed an average SUS score of 72.33, which falls into "good", with variations between service providers (technicians from service provider C provided the highest score of 89.5, and those from A and B provided 76.5 and 51.0, respectively). The item analysis showed that ease of use, frequency, and integration of functions had the highest scores. This study presents the first systematic application of the Double Diamond method to a Digital Twin-based FSM design, providing empirical evidence of its effectiveness through a comprehensive usability evaluation.

Keywords:

field service management, double diamond design, digital twin, usability evaluation, system usability scale, fiber optic infrastructure

Downloads

Download data is not yet available.

References

Z. Zhygalkevych, Y. Vorzhakova, Y. Koleshnya, and A. Dergachova, "Influence of the Digital Economy on the Innovative Development of Enterprises," in 2022 IEEE 3rd International Conference on System Analysis & Intelligent Computing (SAIC), Kyiv, Ukraine, Oct. 2022, pp. 1–8.

L. Banda, M. Mzyece, and F. Mekuria, "5G Business Models for Mobile Network Operators—A Survey," IEEE Access, vol. 10, pp. 94851–94886, 2022.

E. Oki, N. Wada, S. Okamoto, N. Yamanaka, and K. Sato, "Optical Networking Paradigm: Past, Recent Trends and Future Directions," IEICE Transactions on Communications, vol. E100.B, no. 9, pp. 1564–1580, 2017.

R. D. Chand, A. Kumar, A. Kumar, P. Tiwari, R. Rajnish, and S. K. Mishra, "Advanced Communication Technologies for Collaborative Learning in Telemedicine and Tele-care," in 2019 9th International Conference on Cloud Computing, Data Science & Engineering (Confluence), Noida, India, Jan. 2019, pp. 601–605.

L. S. Aji, "Feasibility Study of Fiber Optic Infrastructure Development Plan in Indonesia," Budapest International Research and Critics Institute-Journal (BIRCI-Journal), vol. 5, no. 3, Sep. 2022.

J. Peinado, A. R. Graeml, and F. Vianna, "Operations management body of knowledge and its relevance to manufacturing and service organizations," Revista de Gestão, vol. 25, no. 4, pp. 373–389, Oct. 2018.

A. Ehrhardt et al., "Maintenance and Deployment of Fibre Infrastructure in the Access Domain for FTTH Network," in Photonische Netze, Leipzig, Germany, Jul. 2012.

H. Väyrynen, "Improving IT Service of Delivering the Field Service Management Service and Device for Users in Company X," B.S. Thesis, Metropolia University of Applied Sciences, Finland, 2019.

G. J. Jose, S. PrasannaVenkatesan, and S. Kumanan, "Real time asset tracking in field services using barcode system: a case study," International Journal of Services Operations and Informatics, vol. 12, no. 1, 2022, Art. no. 40.

G. J. Jose, S. P. Venkatesan, and S. Kumanan, "Technicians selection and allocation in field services using a hybrid approach," International Journal of Services and Operations Management, vol. 43, no. 2, 2022, Art. no. 249.

F. N. Laukotka, C. Rennpferdt, and D. Krause, "Digital Twins and Product-Service Systems: A Synergy with Challenges and Opportunities," Proceedings of the Design Society, vol. 2, pp. 1639–1648, May 2022.

M. Grieves and J. Vickers, "Digital Twin: Mitigating Unpredictable, Undesirable Emergent Behavior in Complex Systems," in Transdisciplinary Perspectives on Complex Systems, F. J. Kahlen, S. Flumerfelt, and A. Alves, Eds. Springer International Publishing, 2017, pp. 85–113.

K. Schützer, J. D. A. Bertazzi, C. Sallati, R. Anderl, and E. Zancul, "Contribution to the development of a Digital Twin based on product lifecycle to support the manufacturing process," Procedia CIRP, vol. 84, pp. 82–87, 2019.

H. H. Hosamo, H. K. Nielsen, A. N. Alnmr, P. R. Svennevig, and K. Svidt, "A review of the Digital Twin technology for fault detection in buildings," Frontiers in Built Environment, vol. 8, Nov. 2022, Art. no. 1013196.

Í. A. Fonseca and H. M. Gaspar, "Challenges when creating a cohesive digital twin ship: a data modelling perspective," Ship Technology Research, vol. 68, no. 2, pp. 70–83, May 2021.

M. Bevilacqua et al., "Digital Twin Reference Model Development to Prevent Operators’ Risk in Process Plants," Sustainability, vol. 12, no. 3, Feb. 2020, Art. no. 1088.

D. X. Dong, N. T. Thu Huong, N. N. Bach, N. Q. Ninh, B. T. Duyen, and D. X. Dinh, "Application of the Digital Twin for Condition Monitoring and Energy Management of Electrical Loads in Greenhouses," Engineering, Technology & Applied Science Research, vol. 15, no. 3, pp. 24005–24012, Jun. 2025.

H. Q. Mutashar, S. M. Mahmoud, and H. A. Abu-Alsaad, "Cloud-based Digital Twin Framework and IoT for Smart Emergency Departments in Hospitals," Engineering, Technology & Applied Science Research, vol. 15, no. 3, pp. 22269–22277, Jun. 2025.

J. Meierhofer, L. Schweiger, and L. Schreuder, "Digital Twin Based Decision Support Services in Business Operations," in Smart Services Summit, S. West, J. Meierhofer, and C. Ganz, Eds. Springer International Publishing, 2021, pp. 117–129.

Z. Zhu, C. Liu, and X. Xu, "Visualisation of the Digital Twin data in manufacturing by using Augmented Reality," Procedia CIRP, vol. 81, pp. 898–903, 2019.

D. Sangaji, A. F. Mahatma, L. M. Fasha, I. Indrawanto, A. Budiyarto, and A. Budiyono, "Design, Manufacture and Testing of Unmanned Ground Vehicle for Field Service Operation," Journal of Unmanned System Technology, vol. 5, no. 2, pp. 31–35, Dec. 2017.

R. A. Iureva, A. S. Kremlev, V. Subbotin, D. V. Kolesnikova, and Y. S. Andreev, "Digital Twin Technology for Pipeline Inspection," in Intelligent Decision Technologies, vol. 193, I. Czarnowski, R. J. Howlett, and L. C. Jain, Eds. Springer Singapore, 2020, pp. 329–339.

C. T. A. Lai, W. Jiang, and P. R. Jackson, "Internet of Things enabling condition-based maintenance in elevators service," Journal of Quality in Maintenance Engineering, vol. 25, no. 4, pp. 563–588, Oct. 2019.

G. B. Ozturk, "Digital Twin Research in the AECO-FM Industry," Journal of Building Engineering, vol. 40, Aug. 2021, Art. no. 102730.

V. Venkatesh, S. A. Brown, and H. Bala, "Bridging the Qualitative-Quantitative Divide: Guidelines for Conducting Mixed Methods Research in Information Systems," MIS Quarterly, vol. 37, no. 1, pp. 21–54, Jan. 2013.

"The Double Diamond," Design Council. https://www.designcouncil.org.uk/our-resources/the-double-diamond/.

C. Wang, S. Z. Abidin, and N. M. P. Toyong, "Applying the Double Diamond Model to Enhance Service Design in Urban Family Kitchens," International Journal of Design & Nature and Ecodynamics, vol. 19, no. 2, pp. 433–440, Apr. 2024.

J. Brooke, "SUS: A ‘Quick and Dirty’ Usability Scale," in Usability Evaluation In Industry, CRC Press, 1996.

E. Kaasinen et al., "Mobile Service Technician 4.0 – Knowledge-Sharing Solutions for Industrial Field Maintenance," Interaction Design and Architecture(s), no. 38, pp. 6–27, Sep. 2018.

A. Pena-Rios, O. C. Bahceci, V. Gupta, A. Conway, and G. Owusu, "Work-in-Progress—A Web-based Virtual Reality Training Simulator for Field Service Telecommunications Engineers," in 2020 6th International Conference of the Immersive Learning Research Network (iLRN), San Luis Obispo, CA, USA, Jun. 2020, pp. 316–319.

I. A. Arin, R. Dhamacora, and B. Aditya, "The Adoption of Digital Twin Technology to Facilitate Resource and Asset Tracking in Field Service Management," in 2024 International Conference on ICT for Smart Society (ICISS), Bandung, Indonesia, Sep. 2024, pp. 1–6.

I. A. Arin, G. Z. Piereva, and D. Prihandoko, "Optimizing Field Technician Collaboration Through Implementing Digital Twin Technology in IT Service Management," in 2024 12th International Conference on Cyber and IT Service Management (CITSM), Batam, Indonesia, Oct. 2024, pp. 1–6.

Downloads

How to Cite

[1]
I. A. Arin, D. F. Murad, H. L. H. S. Warnars, and . Meyliana, “Designing a Field Service Management Application Using the Double Diamond Approach: A Usability Evaluation Study”, Eng. Technol. Appl. Sci. Res., vol. 15, no. 5, pp. 27344–27356, Oct. 2025.

Metrics

Abstract Views: 9
PDF Downloads: 3

Metrics Information

License

Copyright (c) 2025 Ikrar Adinata Arin, Dina Fitria Murad, Harco Leslie Hendric Spits Warnars, Meyliana

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Authors who publish with this journal agree to the following terms:

- Authors retain the copyright and grant the journal the right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.

- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.

- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) after its publication in ETASR with an acknowledgement of its initial publication in this journal.