Remote Assistance with Augmented Reality: A Flexible Accessibility Solution for Low Vision Museum Visitors

Augmented reality (AR) applications have been shown to improve accessibility for people with low vision by enhancing the visibility of surrounding objects. Yet, prior studies mostly examined controlled settings and often focused on developing solutions for specific functional challenges. A human remote assistant powered with AR capabilities may provide a flexible solution that addresses a variety of scenarios. To examine how AR-based remote assistance can help low-vision people in real-world settings, we examined the scenario of visiting a museum, which requires coping with a variety of tasks, from navigating between museum rooms to the accessibility of museum exhibits. We conducted a qualitative user study at an archeological museum with 11 low-vision participants who toured a predefined path while receiving real-time auditory explanations and AR annotations from a remote assistant. Our results reveal that the AR-based remote assistance improved the museum experience, assisting in mobility within the museum and the visibility of artifacts. The use of remote assistance proved to be dynamic and flexible, enabling real-time in-place annotations that helped guide low-vision participants, providing a stronger feeling of security. While acknowledging the transformative potential, participants highlighted challenges in accuracy and responsiveness, emphasizing the need to improve the design of real-time AR annotations. Our study is the first to examine the use of AR remote assistance in meeting the dynamic and diverse needs of people with low vision, illustrating both its potential and the challenges for this population.