Collaborative Knowledge Management in the Digitized Train Maintenance Workplace: A Case Study at the Dutch Railways

Abstract

Dutch train maintenance faces challenges due to workforce losses and skill gaps driven by rapid technological advancements. Effective knowledge management (KM) is vital to prevent knowledge loss and optimise total productive maintenance (TPM). Maintenance workers’ processes and knowledge-sharing behaviours are currently underexplored. Human-Computer Interaction (HCI) methods can reveal key challenges and opportunities for improvement. This study illustrates the use of contextual inquiry combined with affinity and ideation workshops, which led to valuable insights and concepts. Eight opportunities were identified and grouped into three clusters: Communication, information accessibility, and administration adequacy. Further ideation produced four concepts. Research in a complex, safety-critical environment like maintenance requires thorough preparation and expectation management. Despite these challenges, involving maintenance workers in the innovation process has proven highly valuable.