ABSTRACT
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
Approaches to Design . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Cognitive Task Analyses and Cognitive
Walkthroughs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Work-Domain Analyses . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Approaches to Design-Summary . . . . . . . . . . . . . . . . . 249
Human Performance on
Decision-Making Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Errors and Cognitive Biases . . . . . . . . . . . . . . . . . . . . . . 250
Slips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
Mistakes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
Cognitive Biases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
Designer Error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
Systems Approaches to Error . . . . . . . . . . . . . . . . . . . . 251
Errors and Cognitive Biases-
Implications for Design . . . . . . . . . . . . . . . . . . . . . . . . 251
Human Expertise . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Descriptive Models . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Normative Optimal Models . . . . . . . . . . . . . . . . . . . . . 253
Human Expertise-Implications for Design . . . . . . . . 253
Additional Cognitive Engineering Considerations . . . . . 254
The Human Operator as Monitor . . . . . . . . . . . . . . . . 254
Complacency and Overreliance . . . . . . . . . . . . . . . . . . 254
Excessive Mental Workload . . . . . . . . . . . . . . . . . . . . . 254
Lack of Awareness or Understanding . . . . . . . . . . . . . . 254
Lack of Trust and User Acceptance . . . . . . . . . . . . . . . . 255
Active Biasing of the User’s Cognitive
Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
Distributed Work and Alternative Roles . . . . . . . . . . . . 255
Organizational Failures . . . . . . . . . . . . . . . . . . . . . . . . . 255
Case Studies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
Case Study A-Distributed Work in the National
Airspace System: Ground Delay Programs . . . . . . . . . . . 256
The Application Area . . . . . . . . . . . . . . . . . . . . . . . . . . 256
The Original Approach to Distributing
Work in a GDP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
An Alternative Approach to the
Design of GDPs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
Strategy for distributing work . . . . . . . . . . . . . . . . . . 256
Ration-by-schedule (RBS) . . . . . . . . . . . . . . . . . . . . . 257
Slot swapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Adapting to deal with uncertainty . . . . . . . . . . . . . . 259
Administrative controls . . . . . . . . . . . . . . . . . . . . . . . 259
Evaluation of the Implemented Solution . . . . . . . . . . . 260
Computers can assist decision makers in a variety of different ways. They can, for instance, provide improved access to information or more informative displays of this information, or support more effective forms of communication. They can also use algorithms to actively monitor situations and to generate inferences in order to assist with tasks such as planning, diagnosis, and process control. This chapter focuses on interaction design issues (Preece, Rogers, & Sharp, 2002; Scott, Roth, & Deutsch, 2005) associated with this latter role, in which the software uses numerical computations and/or symbolic reasoning to serve as an active decision-support system or DSS (Turban, Aronson, & Liang, 2004).
