1

UNDERSTANDING INDIVIDUAL DIFFERENCES IN THE HMI ENVIRONMENT

Cue-based Processing

2

Outline

Interfaces in System Control

Situation Assessment and Diagnosis

Signature Cues and Diagnosis

Assessing Signature Cues

Implications for Interface Design

3

The Problem with HMI

Network •  Size •  Complexity •  Variability

Interface •  Usability •  Diagnostics

Users •  Skills •  Abilities •  Knowledge •  Attitudes

Procedures •  Relevance •  Accessible

Not mutually exclusive

Complex System

4

In Practice….

Cost Imperative (We have the money now”)

Familiarity Imperative (“The Same but different”)

Infrastructure Imperative (“We have to do it this way”)

5

The Result…

Increased Efficiency

Fewer Errors

No Change

Greater Errors

Less Efficiency

6

Evidence-Based Decisions

start

Needs Analysis

Scoping Report Capture As-Is

Review and Select

Interface

Compare As-Is to To-Be

Implement Necessary Changes

Deploy

end

Time

7

Options

Five Four Three Two One

Implement

Others’ Experience

To-Be Evaluation

As-Is Evaluation

Individual Differences

As-Is Evaluation

To-Be Evaluation

To-Be Evaluation

Others’ Experience

Others’ Experience

Others’ Experience

Implement Implement Implement Implement

8

The Importance of Interfaces

Operator System

Match

9

Humans and Interfaces

•  Capabilities •  Motivation •  Experience •  Skills

Influences the interpretation and response to information (Diagnosis)

10

What is Diagnosis?

Diagnosis

Sizing Up

Situation Assessment

Sensemaking

11

Diagnostic Accuracy

Bowling hand and arm cues were salient for experts (Muller et al., 2006)

Ball Type (Spin Bowler)

12

Grey Smoke

Smoldering

Diagnostic Skills

EXPERTS

Cues to deploy resources and safeguard firefighters

13

Diagnosis and Control Rooms

•  High Consequence environments •  ‘Distance’ from the operation •  Exercise control through a human-

machine interface •  Can be reliant on ‘remote diagnosis’

14

Why is Diagnosis Important?

•  Psychological Control

•  Terminates the search for additional information (memory)

•  Limits the search for items in memory (speed of response)

•  An accurate diagnosis is associated with an accurate response

Accuracy Efficiency

Anxiety Management

Search Termination

Compromise between efficiency and accuracy

15

Diagnosis in Practice

16

How do we form Diagnoses?

Environmental Feature

Event/ Object = Cue in Memory

Automatic/ Non-Conscious

17

The Problem with Diagnosis

Signature Cues

Difficult to Model

Individual Experience

Difficult to Standardise

18

Implications for Interface Design

•  Neglect Signature Cues •  Force a process Standardisation

•  Form of the Signature Cue •  Patterns of Cues Representation

•  Signature Cues are ‘hidden’

•  More information is ‘better’ Obscuration

19

Approaching the Problem

•  What information is important in making diagnoses?

Information

•  What are the differences in the way in which people use information to make diagnoses?

Operators

•  How can we quickly and efficiently compare ‘as-is’ and ‘to-be’ presentations of information that are used for diagnoses?

Comparison

20

Important Information

OBSERVATION/ EYE TRACKING

21

COGNITIVE INTERVIEW

Important Information (cont’d)

•  System Dynamics

•  Important Features

•  Predictive Capacity

•  Experience

•  Use of Automated Systems

•  Performance Shaping Factors

(Fatigue, Anxiety etc)

Normal

Moderate Tempo Emergency

High Tempo

22

Individual Differences

EXPERT INTENSIVE SKILLS EVALUATION

EXPERTise

Failure Identification

Background Knowledge

Problem Diagnosis

Information Acquisition

Communication

23

EXPERTise

24

EXPERTise (cont’d)

Novice

Competent

Expert

Potentially different forms of representation

25

Cue

s

Individual Differences

26

Benchmarking

Individual

Database

Organisation A Organisation B Organisation C

27

Proactive Comparison (Ideal)

Actual Simulated

Advantages •  Realistic •  Takes account of complexity

Disadvantages •  Costly •  Time-consuming •  Difficult to identify key issues

28

Proactive Comparison (Option)

EXPERT INTENSIVE SKILLS EVALUATION

Advantages •  Cost effect •  Focuses on key issues •  Takes account of individual differences •  Efficient

Disadvantages •  Less complex •  Issues may be missed

29

A Hybrid Solution

1.  Cognitive interviews are needed to identify specific ‘pinch points’

2.  Differences between operators’ skills and abilities need to be established

3.  A targeted, process tracing approach needs to be undertaken that compares the different options

30

To Sum Up

•  Diagnosis is a key skill in contemporary control rooms

•  Diagnosis relies on the recognition and response to features (cues)

•  Cues are highly individualised •  Developing new control rooms often depends on

‘judgement’, familiarity and others’ experience •  A full, comparative assessment of the safety and

efficiency of various options is both time-consuming and costly

•  A hybrid assessment process is necessary that enables an assessment of individual differences under different simulated conditions, and with different configurations.

ASHGATE SERIES GEN 55 AUTHOR Wiggins PPC BOARD 240X156MM

BLACK PMS 1795CDiagnostic Expertise in Organizational Environments

Diagnostic Expertise inOrganizational EnvironmentsEdited by

Mark W. Wiggins and Thomas Loveday

Diagnostic Expertise inOrganizational EnvironmentsEdited by Mark W. Wiggins and Thomas Loveday, Macquarie

University, AustraliaDiagnostic Expertise in Organizational Environments is designed to provide a state-of-

the art foundation for a new paradigm in expertise research. The focus on diagnostic

expertise highlights its important role in precipitating effective and efficient

performance in the context of a range of operational contexts, including aviation, rail,

forensic investigation, firefighting and medicine. The book is deliberately oriented

towards the application of the principles within professions, and it reflects the

combination of underlying theory and practice on which the manuscript is founded. The

chapter authors comprise both academics and highly skilled practitioners to further

emphasize the translation of sound theoretical principles into practice.

This volume will appeal to academics seeking to understand the nature of expertise

more generally and diagnostic expertise more specifically. However, the orientation of

the content towards technology-based professions will ensure its appeal amongst

practitioners seeking to improve the diagnostic performance of employees, and it will

also prove useful to students of psychology, cognitive science, education and/or

human-computer interaction. Ultimately, the book is intended to set the scene for

future initiatives involving the exploration of expertise that will yield demonstrable

improvements in productivity, reliability, and safety in the contemporary workplace.

Want to know more about diagnostic expertise? This is the book for you! It is a taken-

for-granted but little understood concept. Diagnosis comprises a special set of skills that

enables experts to judge a situation based on their past experience and training. Wiggins

and Loveday draw together theoretical perspectives with a broad range of practical

applications in one comprehensive book. The editors are to be congratulated for providing

a one-stop-shop for diagnostic expertise in organisations. This is a must read book for

what is an intriguing area that is ripe for research and application.Neville A. Stanton, University of Southampton, UK

This is a well-structured book. Early chapters on the cognitive mechanisms involved in

decision-making provide the theoretical background for chapters that deal with diagnosis

in specific organisational contexts, such as medicine, aviation, crime detection, fire-

fighting, and finance. This integrated structure, combined with an easy writing style and

frequent references to recent empirical findings and training applications, will make this

book an excellent resource for students, practitioners, and researchers.

Gerard J. Fogarty, University of Southern Queensland, Australia

Cover image: Michael Andrew González

Mark W

. Wiggins and

Thomas Loveday

xxmm

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Thank you END