ABSTRACT

This chapter reviews the theoretical and practical consequences of human error for the design, operation, and maintenance of interactive systems. The focus is on safety-critical applications, in industries ranging from aviation to healthcare. The chapter provides an overview of human error—for example by distinguishing between violations, slips, lapses, and mistakes. It points out the remarkable resilience that enables users to overcome and learn from the hundreds of small errors that characterize everyday interaction. The chapter looks at the consequences of error for the design and operation of complex user interfaces. It attempts to model human error and thereby to minimize the likelihood of slips, lapses and mistakes. The chapter also looks at the problems that arise when trying to validate predictions of particular errors rates in a given context of use. Increasing concerns over the environmental impact of safety-related applications has persuaded regulators to extend a lifecycle approach to the mitigation of operator error.