behavioural meetup: barry davies on human factors
TRANSCRIPT
Behavioural Meetup
Guest Speaker: Barry Davies
Human Error vs Design Fail
Applied Behavioural Science Group –
What can Human Factors do for us?
Barry Davies
Principal Consultant / Human Factors Technical Lead
Lloyd’s Register Consulting
Nov 2013
Error
Between 70% and 90% of failures are attributable to human and organisational failure
Human & Organisational
failures Technical
failures
Error
Between 70% and 90% of failures are attributable to human and organisational failure
Human &
Organisational
failures
Technical
failures
“…people don’t make mistakes, they're just stupid…”
A Senior Air Traffic Controller
What is human factors?
• Anthropometrics
• Biomechanics
• Health and safety
• Physical Interfaces
• Work stations
Physical Ergonomics
• Human capabilities and limitations
• Recognise, decide, act
• Skilled performance (Cognitive
Task Analysis)
• Human error/reliability
Cognitive Ergonomics
Sociotechnical Ergonomics
The Sociotechnical ApproachA system comprises assets, processes and people, and the
interactions between these three components.
Plant
Technology
Equipment
People
Roles & responsibilities
Leadership
Competence
Culture
Processes
Procedures
Risk assessment
Communications
The interactions between:• People and people, • People and plant, and• People and processes
Are crucial to the success of the asset.
4 – man boat 5 – man lift
* For illustration only!!
*
HFI – get it wrong!
What is wrong with this design?
WARNING: Always
stand 15FT away
Which button for a ticket? Green or Red?
The RED! Human error or design?
Case Study 2 - Wayfinding
• Background
• London Underground
• Manchester Airport
• LHR T5
•Review of visual environment
•Cognitive model of passenger needs
Information is not seen because it is there but because it is needed.
Cognitive Model of Passenger
Behaviour
Cognitive Resources
Primary
Tasks
Resource
Allocation
Policy
Visual Scan
Selective
Attention
INFORMATION PROCESSING
Secondary
Tasks
TASK
SELECTION
DECISION EXECUTION
Confidence
Tiredness
Hunger
Importance
Emotional Arousal
Situational Awareness
Mental Workload
Temporal Demand
Experience
T
TT
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TTT T
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TTT
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TTT
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T T TT
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Much faster More time consuming
Is there a red T on display?
Little difference Processing is even slower
Increasing the number of distracters
A B
Visual response in different light levels
• This curve peaks at 555 nanometres.
• Under normal lighting, eye is most
sensitive to a greenish yellow colour
(photopic vision).
• Response changes significantly as shown
by the scotopic response curve
• In low light rods are most active and the
human eye is more sensitive to any
amount of light that is present, but is less
sensitive to the range of colour.
• At very low light level, sensitivity to blue,
violet, and ultraviolet is increased, but
sensitivity to yellow and red is reduced.
Visitors
Visitors
Visitors
Visitors
Visitors
Application of colour
Summary of Cognitive Model
Zone 2: Check In Hall
BusyRelatively low
confidence
Intently focused on
primary tasks
(checking in)Time pressured
High mental
workload
StressedNOT thinking about
secondary tasks
Focused on either:
• Navigating to correct
check in desk;
• Navigating to
departures hall or
security following check
in.
Check In Entrance Area:
Very high workload and mental demands; high
anxiety, higher temporal demand.
Main EntranceEntrance Entrance
Check In Desks Check In Desks
To Landside
Departures HallCheck In Queues:
Workload and anxiety levels
fall during queue. Begin to
think about secondary tasks
Zone 3: Landside Concourse
Primary tasks are
less important
Focused on
secondary tasks,
but less critical
Confidence is
building
Low temporal
demandLow anxiety
Low mental
workload
Cafes, bars, sitting areas:
Low workload, low anxiety,
‘open’ to new information.
In hall:
Initially, passengers are
less directed by specific
goals. Will ‘browse’ the
visual environment.
To T3
To T3
Food
Hall
Entrance Point
Decision about what task to
perform and how long to dwell
in landside hall.
Some passengers will
navigate straight to
security
To Security
Summary of Cognitive Model
AQUOS
advertisements
10%
Flight Information
Displays showing
gate information 9%
Departure sign 5%
Christmas
decorations 14%WHSmiths 5%
AQUOS
advertisements
10%
Flight Information
Displays showing
gate information 9%
Departure sign 5%
Christmas
decorations 14%WHSmiths 5%
Presentation order
This information
Then this
Stress
Time
Home Parking Check-in Outbound Control Gating Boarding
After Scholvinck, 2000.
I have fallen arches,
where do I go?
Thank youQuestions… Discussion
For more information, please contact:
Barry Davies
Principal Consultant
Human Engineering Services
Lloyd’s Register Consulting
T +44 117 917 7300
W www.lr.org/consulting
W www.riskspectrum.com
Lloyd's Register and Lloyd’s Register Consulting are trading
names of the Lloyd's Register Group Limited and its
subsidiaries.
For further details please see our web site www.lr.org/entities
http://www.meetup.com/behavioural/
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