Fit For Purpose? · Public Safety Public Transport Air Traffic Management Maritime Defence Fit For...

PublicSafety

PublicTransport

Air TrafficManagement

Maritime

Defence

Fit For Purpose?How to ensure acceptance in safety critical control rooms.

| © 2018 Frequentis AGConfidentialFit For Purpose|2

70 years of innovation in safety-critical applications

We set standards

PublicSafety

PublicTransport


Maritime

Defence

Control centres worldwide


Global market leader

1,697275 M EUR 12%

Headquarters Vienna

Solutions partners and regional offices in 50+ countries

95%Export

R&D

*) Science, Technology, Engineering, Math

Established

+

1947

75% STEM*

EmployeesTotal operating performance 2017*


BUSINESS PROCESS ANALYSIS & WORKING MODEL

The System is

SAFETY

SAFEThe System is

SECURE

SECURITY

FIT FOR PURPOSE!

HUMAN PERFORMANCE

HFcompliant

UXcompliant

The System is

• MIL-STD-1472G: Human Engineering (as of Sep.24,

2014)• MIL_HDBK_46855A: Human

Engineering Program Process and procedures• Defstan 00-250 :

Human Factors for Designers of Equipment, especially Part 7: Visual Displays, Part 13: HCI

• ISO 11064: Ergonomic Design Of Control Centres

• ISO 6385:2004: Ergonomic Principles In The Design Of Work Systems

• ISO 7000:2004: Graphical Symbols For Use On Equipment

• ISO 9241: Ergonomics of Human System Interaction (Parts 10-17 Software Ergonomics)

• ISO 13407: Human Centred Design Process for Interactive Systems

• HF-STD-002: Baseline Requirements for Color Use in Air Traffic Control Displays

• FAA-HFDS: Human Factors Design Standard

• EUROCONTROL HF Case: HF Case Guidance V3

• Various ICAO Standards and Guidelines, e.g. ICAO Human Factor Guidelines (2000), ICAO HF Guidelines for ATM Systems (Doc 9758/AN-966)


Business optimisation, user acceptance & risk management

Understand• Understanding business processes and KPIs

• Analyse and define necessary information streams for all stakeholders

• Analyse potential for improvement (Kaizen Flashes)

Design• Design solutions for each identified Kaizen Flash

Visualize• Prototype

Prove• Test & optimize the solution in iterations with users

Deliver• Identify social transition issues & benefits

• Deliver a “fit for purpose” solution

Human-centric and business process centric design


Actors

Systems

Media

Process steps

Decision points

Kaizen flash


▪ Design shall be visually appealing but no end in itself. Theusability of the product(s) is the main driver

▪ By continuous validation throughout the design phase Frequentisensures a balance between creativity and needs

▪ Results from validations are inputs to continuously improve thedesign

▪ This way the design will be driven with the goal to achieve ausable and visually appealing solution

Design Gut-feeling

FlavoursArt


Information stream mapping / analysis / design

Reduce overall workload, and let the operatorconcentrate on complex situations:▪ Reducing times for repetitive tasks

▪ Human Machine Interaction times

▪ Avoid non blocking tasks

▪ Automation of standard tasks

Analysis of process steps:

▪ Identify tasks to be further investigated

▪ Analysis of necessary input methods

▪ Design interactions and calculate needed time

▪ Optimise interaction values1.3 sec 2.5 sec 2.5 sec0.2 sec 0.2 sec 0.2 sec

+ + + + + = 6.9 seconds


▪ Prototyping enable an early testing of new concepts and design with limited effort

- End user can work with the system for the 1st time to test and verify concepts

▪ The maturity of the prototype depends on the test goals.

- Starting from paper prototypes for early feedback up to near product prototypes to simulate the real environment or real situation


The design of the working position is done following ergonomic principles still keeping all safety related aspects when using the system in mind. Via 3D renderings the console design will be visualized.


Ensure Fit for Purpose based on objective and subjective quality criteria

User Experience

UserEnvironment

Control RoomPerformance

UEUX CRP


Attractiveness: Overall impression of the product. Do users like or dislike the product?

Perspicuity: Is it easy to get familiar with the product? Is it easy to learn how to use the product?

Efficiency: Can users solve their tasks without unnecessary effort?

Dependability: Does the user feel in control of the interaction?

Stimulation: Is it exciting and motivating to use the product?

Novelty: Is the product innovative and creative? Does the product catch the interest of users?

Not really representative – 10 controllers interviewed


The SUS (System Usability Scale) gives an indication how the user rate the usability of the current system. A SUS

score of 63 relates to an „OK-System“


▪ Commercial product

▪ Usability testing tool

▪ Screen recording

▪ Face recording

▪ Tracking of time on task, key clicks, and others

▪ Observer markers

▪ Built-in feature for questionnaires

Morae can be a helpful tool within a usability test as it can record a variety of data. This could speed up the analysis of the captured data as some results are calculated automatically. Some characteristics of Morae:


▪ Eye Movement scan path

▪ Areas of interest heat maps, AOI chart

▪ Focus Points / Areas heat maps

▪ Statistics numbers


User involvement helps improve decision making and prioritize dev tasks.

Reduce development time

of projects fail due to lack of user acceptance

User acceptance and user adoption are critical. Projects fail without happy user.

effective user acceptance as key

70% 72%

3)4)

33-50%1)

Comparable objective and subjective quality criteria

Joy of work

User Satisfaction

Well-Being

Productivity

Users (i.e. controllers)

within safety-critical control rooms

of various industries / organisationsHuman Error

Ergonomic

user rejection = number 1 risk and potential cost driver in control room projects

Assurance that the project

will not suffer

from user rejection


Expertise Safety-critical control room

design

1995Established

Trusted partner in design and evaluation

Process analysts Human factors experts

User experience expertPsychologists

Designer Security expertsSafety experts


Control Room Consulting (CRC) stands for User & Business Process Centric Design. We generate evidencesproving new systems are fit for purpose - following international standards. Humans are in the Centre of our thinking, therefore wemake sure that they are included in the transition process from the very beginning. We all know: money you invest at the beginning ofa change (e.g. new control room) saves multitude investments at the end.

We define suitable information streams – supporting the business processes of our customers best– to enhance the basis for new systems and products. We provide Interaction Design, Control Room Design as well asPrototyping in order to visualize customer needs. Supported by Fit-For-Purpose Testing, it delivers the evidences that the productsare exploit ideally within our customers business process. Our Human Centric Design Process guarantees smooth transition of theuser through the change and beyond.

PublicSafety

PublicTransport


Maritime

Defence Theodor ZehDirector Control Room Consulting

[email protected].: +43 1 81150 - 1720

Mobil: +43 664 60850 - 1720

Fit For Purpose? · Public Safety Public Transport Air Traffic Management Maritime Defence Fit For...

Documents

Transcript of Fit For Purpose? · Public Safety Public Transport Air Traffic Management Maritime Defence Fit For...