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”)
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
9
Humans and Interfaces
• Capabilities • Motivation • Experience • Skills
Influences the interpretation and response to information (Diagnosis)
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
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
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
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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