In response to growing concerns over the susceptibility of water distribution systems to contamination, this thesis presents the design and evaluation of an ecological display for an intelligent water monitoring system. Work Domain Analysis and Control Task Analysis were used to uncover the information requirements of the display. The work domain model in this thesis is one of a limited number of such models to include a representation of the automation. The resulting ecological display was evaluated in a comparative usability study against an alternative display based on a competitor’s product. Nine certified water operators participated. The displays were compared across three categories of usability measures: effectiveness, efficiency, and satisfaction. No significant differences were observed. The results, however, helped identify design changes for the display. The implications for the design of intelligent automation displays, and the challenge of designing displays in parallel with early development of automation systems, are discussed.

In response to growing concerns over the susceptibility of water distribution systems to contamination, this thesis presents the design and evaluation of an ecological display for an intelligent water monitoring system. Work Domain Analysis and Control Task Analysis were used to uncover the information requirements of the display. The work domain model in this thesis is one of a limited number of such models to include a representation of the automation. The resulting ecological display was evaluated in a comparative usability study against an alternative display based on a competitor’s product. Nine certified water operators participated. The displays were compared across three categories of usability measures: effectiveness, efficiency, and satisfaction. No significant differences were observed. The results, however, helped identify design changes for the display. The implications for the design of intelligent automation displays, and the challenge of designing displays in parallel with early development of automation systems, are discussed.

New social networking and social web tools are becoming available and are easing the process of customizing online social environments. With these developments in technology, core design efforts are being extended beyond usability for individual users and beginning to include notions of sociability for the engagement of communities of users. This thesis is an investigation of these developments. It is guided by the principal research question: how do you design for social engagement in an online social environment intended to facilitate interaction in a community of users? To address this question, this thesis presents a domain-community model developed from the communities of practice concept and the Work Domain Analysis model used in Cognitive Work Analysis. The domain-community model provides a basis for the design a composition of web components for an online social environment that will addresses issues of social engagement and domain effectiveness. In a case study, the domain-community model was used as a basis for the redesign of a social networking portal used by an international development leadership community called UCP-SARnet. A social network analysis of core members of UCP-SARnet was conducted before and after the portal was redesigned. From the social network analysis, it was concluded that the structure of UCP-SARnet was positively affected by the redesign: core group members reported they knew one another significantly more after the redesign of the website than before the redesign. User experience measures of the UCP-SARnet portal, website usage data, and a tally of website communication activity also changed significantly with the redesign of the website. This provided more evidence that a design informed by Cognitive Work Analysis and communities of practice produced a measurable effect on the structure of the UCP-SARnet online community. As such, this model can provide a basis for designers of online communities to more systematically account for social phenomena in relation to collective efforts in a given work domain. Furthermore, it is expected the effectiveness of the model can be taken forward with future work by refining the domain-community model, developing techniques to translate the model into interface concepts, and building practices for community-based research and design.

Cognitive Work analysis (CWA) as an analytical approach for examining complex socio-technical systems has shown success in modeling the work of single operators. The CWA approach allows room for social and team interactions, but a more explicit analysis of team aspects can reveal more information for systems design. CWA techniques and models do not yet provide sufficient guidance on identifying shared constraints, team strategies, or social competencies of team players. In this thesis, I explore whether a team approach to CWA can yield more information than a typical CWA. Team CWA techniques and models emerge and extend from theories and models of teamwork, past attempts to model teams with CWA, and the results of two sets of observational studies. The potential benefits of using Team CWA models in domains with strong team collaboration are demonstrated through the results of a two-week observation at the Labour and Delivery Department of The Ottawa Hospital and a fifteen-week observation at the IBM Ottawa Software Group.

This qualitative study aims to evaluate digital games as a learning tool, by reviewing the experiences of a number of teachers. The thesis investigates what aspects of digital games create prospects for learning, and what concepts need further improvement. Thus, the study distinguishes the effects of different approaches to game development, to benefit the actual end-users of the gaming systems: students as well as teachers. In a broader perspective, the results of the thesis illuminate a fraction of the digitalization process in the Swedish school system. Using a semi-structured interview methodology, interviewee responses from eight teachers working with children aged 7-12, were filtered through a modified version of Vicente’s (1999) theoretical framework Cognitive Work Analysis. Using the framework, some aspects within the games that the interviewees used were identified as normative, encapsulating unnecessary challenges for teachers. Such games were found to be limited, as well as limiting in its use, and tended to put emphasis on the more playful elements of the game sessions, rather than on learning. Other aspects were identified as descriptive, meaning they were based on current work practices, but failed to utilize the full, unexplored potential within the learning setting of the game. Both the normative and descriptive aspects of games were found to a higher extent in the category of educational games, rather than in serious games. In the game concepts where the more desirable formative approach could be identified, the aspects in question were inserted into a work domain analysis matrix, to decompose the cognitive main goals into smaller fractions and game components. Conclusions made from the analysis included the importance of AI and data collection, as well as the ability for teachers to adapt the games to their needs. Moreover, formatively developed digital games seem to contribute to a way of teaching that meets more individual needs. The cognitive work analysis proved to be a fitting tool when evaluating digital games used for learning. Modifications made to the framework included the delimitation to, and addition of cognitive values to, the work domain, as well as the exclusion of the last level of the workdomain matrix.

Developing complex sociotechnical systems often involves integrating new technology into existing systems by applying systems engineering processes. This requires an understanding of the problem space and the possible impact of the new technology. Systems engineering uses modelling to explore the structural, functional, and operational elements of the problem and solution space (Hitchins 2008). Historically, systems engineering has however struggled with complex sociotechnical systems projects, as it cannot cope with the dynamic behaviour of complex sociotechnical systems. The hypothesis of this thesis is that addressing the contribution of humans performing work in a complex, constrained and dynamic environment using modelling will result in a better understanding in the analysis phase; it should also lead to improved requirements, designs, selection of technologies, and implementation strategies, enabling sociotechnical systems to cope with complex operating environments. A sociotechnical system consists of humans applying technology to perform work through processes within a social structure (organisation) aimed at achieving a defined objective (Bostrom & Heinen 1977, Walker et al. 2009). Work can become complex due to non-linear and dynamic interaction among the people themselves, among people and technology, as well as among people and the environment. Complexity may lead to “wicked and messy” problems, as many unintended or unpredicted consequences may be experienced. The new technology may also lead to new task possibilities that evolve user requirements (Carroll & Rosson 1992). Systems engineering, as developed in the 1950s, forms the basis of developing systems, including sociotechnical systems. Classic systems engineering processes assume that problems can be isolated and decomposed, making the development of complex sociotechnical systems difficult. One way to improve the success of systems engineering is to ensure that the problem to be solved is properly understood. Analysis of the problem and solution space involves capturing and modelling the knowledge and mental models of the stakeholders, to support understanding the system’s requirements. A good description of the problem situation through a model is the first step towards designing and developing a solution. The aim of this study is to develop and demonstrate a modelling methodology for complex sociotechnical systems, in support of the systems engineering process. The two approaches used in the modelling methodology are cognitive work analysis and system dynamics. Cognitive work analysis is a framework for analysing the way people perform work in an organisation, while taking the environmental constraints into consideration. The outputs of cognitive work analysis are constructs or models that capture the structure of the problem. Functions provided by different technological elements are linked to the functional requirements of the system, to achieve its purpose (Lintern 2012). However, cognitive work analysis is limited in investigating the dynamic effect of decisions and policies on the system (Cummings 2006). The dynamic behaviour of complex sociotechnical systems can be analysed using system dynamics, which uses the structure of the system in simulation. System dynamics analyse the effect of feedback and delays on operating the system, as a result of decisions based on policies (Sterman 2000). The design science research framework, which also supports the research design of this thesis, is used to implement the modelling and structure the methodology. Design science research aims at creating technology for a human purpose, unlike the natural sciences, which are geared towards attempting to understand and define reality (March & Smith 1995). The proposed methodology is demonstrated in a case study using modelling and analysis of the impact of a new collaboration technology on command and control systems. Command and control is a good example of a complex sociotechnical system, as humans use technology to assemble and analyse information for situation assessment in support of planning operations (Walker et al. 2009). These systems are also used to control the successful implementation of plans in constrained and variable operating environments. The modelling methodology is demonstrated by modelling and assessing the effect of a new command and control technology for border safeguarding operations, anti-poaching operations and community policing forums. The new technology to be implemented in these complex sociotechnical systems is called “Cmore”. It is a web-based collaboration system that uses smartphones to capture information and track users. Even though the three demonstrations constitute similar systems, the different contextual situations result in diverse behaviour and issues to be investigated. The demonstrations centre on the functions of situation awareness and decision support. The different output models for the command and control systems are used in system dynamics simulations to assess the effect of new technology on the operating and effectiveness of a system. The case studies demonstrated that the modelling methodology support learning about the implementation of a new technology in various complex sociotechnical systems. The developed models and constructs also supported developing evaluation templates during the planning of experiments through identifying key issues. The system dynamics simulations used parametric inputs to investigate the behaviour of the system. In most cases, the simulation outputs identified interesting and counter-intuitive behaviour for deeper assessment. The community policing forum case study also gathered qualitative empirical evidence on the system's behaviour, during a field experiment. The outcomes are compared with the models and simulation outputs to improve the system behavioural models. The learning and improved understanding of the complex sociotechnical system behaviour gained through the modelling methodology, demonstrated its utility. / Thesis (PhD)--University of Pretoria, 2014. / tm2015 / Graduate School of Technology Management (GSTM) / PhD / Unrestricted

In the road transportation industry development is moving towards more advanced technology and the use of automation in the driving environment is increasing. Regarding the safety risks associated with an unconsidered use of a high degree of automation, it is expensive to develop automatic systems dealing with complex situations. As there is still much improvement to do in this area, this thesis aims to contribute to developing safe autonomic systems to assist truck drivers. The aim of the study was twofold, namely 1) to use Cognitive Work Analysis to identify opportunities for enhancing human-heavy vehicle system performance and 2) to contribute to improving the possibilities for identifying opportunities for enhancing system performance through the development of a method of prioritizing Activities using a Contextual Activity Template. To identify the opportunities for improvement, the first two phases of a Cognitive Work Analysis (CWA) – Work Domain Analysis (WDA) and Control Task Analysis (ConTA), were conducted. To complete the WDA, five hours of interviews were conducted with a senior technical adviser from Scania CV AB as well as a two hour interview with an experienced commercial driver. Additionally, an observation study was conducted during which three video cameras were used to capture sixteen hours of footage (per camera) from 35 hours (2500kms) of observation (one driver/day over a four day period). During the observation study, drivers were asked to talk out loud about the information needed, decisions made and to provide some rational for their behavior at that time with respect to their driving activities. A total of 40 minutes of talk out loud video data was collected per driver. Finally, around five hours of follow-up interviews were conduct-ed during which these drivers reviewed the videos collected during the observation study. The results from the WDA were presented in an Abstraction Hierarchy. The overall functional purpose of the system was defined as Goods Distribution via Road Transportation with the values and priorities being Effectivity and Efficiency, Safety, Comfort, Laws/regulations, Reputation, and Organizational Regulations. For the WDA in the current thesis, the AH was completed for the first three values listed above. In total the AH included 343 nodes (39 at the Purpose Related Functions level, 77 at the Object Related Processes level, and 211 at the Physical Objects level). The means by which the physical objects were used in different situations was described using a Contractual Activity Template. The object related processes defined in the AH were crosschecked with 42 situations identified during the observation study. Eight hours of further interviews were conducted with the previously-observed drivers to better understand the relationship between the object related processes and the situations. The object related process-situations matrix was then prioritized according to importance and frequency. On the basis of this prioritization, a set of potential improvement areas were identified, as for example communication and visibility during highway driving. / Transportindustrins utveckling går mot mer avancerad teknik och högre automationsgrad i förarmiljön. Det är kostsamt att utveckla automatiska system som klarar att hantera komplexa situationer på grund av de säkerhetsrisker som är förknippade med ogenomtänkt införande av automation. Eftersom det fortfarande finns mycket förbättring att göra inom området syftar denna studie till att bidra i utvecklingen av säkra autonoma system som stödjer lastbilschauffören. Studien hade ett tvåfaldigt syfte, nämligen 1) att använda Cognitive Work Analysis för att identifiera möjligheter att förbättra människa-fordonssystemsprestandan för tunga lastbilar och 2) att bidra till att förbättra möjligheterna att identifiera möjliga systemförbättringar genom utveckling av en metod för prioritering av aktiviteterna i en Contextual Activity Template. För att identifiera förbättringsmöjligheterna genomfördes de två första faserna av Cognitive Work Analysis – Work Domain Analysis (WDA) och Control Task Analysis (ConTA). För WDA utfördes fem timmar av intervjuer med en senior technical adviser från Scania VC AB och en två timmars intervju med en erfaren kommersiell lastbilschaufför. Utöver detta genomfördes en observationsstudie där tre videokameror användes för att samla 16 timmars inspelning (per kamera) från 35 timmars (2500 km) observation (en förare/dag under en fyradagarsperiod). Under observationsstudien berättade förarna högt om informationsbehov, beslut som tas och förklarade beteendet under de olika köraktiviteterna. Totalt 40 minuter av videodata när förarna berättade högt insamlades per förare. Slutligen genomfördes ungefär fem timmar av efterföljande intervjuer där samma förare fick återge körningen utifrån videomaterialet från observationsstudien. Resultatet från WDA presenterades i en abstraktionshierarki. Det övergripande funktionella syftet med systemet var definierat som godsdistribution via vägtransport med värdena och prioriteringarna Effektivitet, Säkerhet, Komfort, Lagar/Regler, Rykte och Organisatoriska regler. För WDA:n i detta examensarbete gjordes en AH för de tre första värdena nämnda ovan. Totalt bestod AH av 343 noder, (39 på nivån med syftesrelaterade funktioner, 77 på nivån med objektrelaterade processer och 211 på nivån med fysiska objekt). I vilka situationer de fysiska objektens funktioner användes beskrevs med en Contractual Activity Template (CAT; Naikar et al., 2006). De objektrelaterade processer definierade i AH:n undersöktes utifrån 42 situationer identifierade under observationsstudien. Åtta timmar av vidare intervju genomfördes med förarna från observationsstudien för att erhålla en bättre förståelse för förhållandet mellan de objektrelaterade processerna och situationerna. Matrisen med objektrelaterade processer och situationer prioriterades sedan enligt betydelse och frekvens. Baserat på prioriteringen identifierades ett antal potentiella förbättringsområden, exempelvis kommunikation och synlighet under landsvägskörning.

In the present study, the relationship between work identity (emotion and cognition components) and work-related stress was investigated, and if work-life balance (WLB) and its components family-work conflict (FWC) and work-family conflict (WFC), might mediate this relationship. The study included 104 participants recruited via Facebook. The results showed: (1) Positive relationship between the cognitive component in the work-related identity and work-related stress; and (2) Negative relationship between the emotional component of the work-related identity and work-related stress. WLB was also shown to mediate the relation between the cognitive component in the work-related identity and work-related stress, accounted for by the WFC-component of WLB.

To gain an understanding about what information requirements there are for future operators of autonomous drone swarms at airport, this study examined how work at airports is structured today, what staff at airports think about the potential implementation of autonomous drones, and what potential interface components that are necessary to be able to control these drones. Interviews and observations were made at five different airports and air traffic control towers with tower and ground staff. Based on the collected data a Cognitive Work Analysis (CWA) was made to understand the domain and a Thematic Analysis (TA) was made to understand the ideas regarding the drones. Finally, a workshop with fellow researchers was made to generate ideas about solutions and interface requirements, which was analyzed together with the CWA and TA. It was concluded that the main values of the system are to maintain Situational Awareness, Avoid collisions, and Keep time in order to ensure safe flight traffic. A major aspect to make this possible is communication. This was also a main factor for the implementation of autonomous drones, where it was considered important to know what the drones are doing and where they are. However, it was not always necessary for every person at the airport to have complete oversight and control over the drone, but having the possibility to gain that information was central. Having overview of the drones’ present activities, being able to see what they had done, being able to control them directly, and getting notified about relevant information were interface requirements identified. It was concluded that despite there being some constraints and challenges to implementing autonomous drones at airports, there are aspects that can be taken into account and information to be presented in the right way for the future operator to enable implementation of the autonomous drones at airports.

Being able to perform good data analysis is a fundamental part of running any business or organization. One way of enabling data analysis is with a data warehouse system, a type of database that gathers and transforms data from multiple sources and structures it in the goal of simplifying analysis. It is commonly used to provide support in decision-making. Although a data warehouse enables data analysis, it is also relevant to consider how well the system supports analysis. This thesis is a qualitative research that aims to investigate how work domain analysis (WDA) can be used to evaluate the design of a data warehouse system. To do so, a case study at the IT company Norconsult Astando was performed. A data warehouse system was designed for an issue management system and evaluated using the abstraction hierarchy (AH) model. The research done in this thesis showed that analysis was enabled by adopting Kimball’s bottom-up approach and a star schema design with an accumulating snapshot fact table. Through evaluation of the design, it was shown that most of the design choices made for the data warehouse were captured in the AH. It was concluded that with sufficient data collection methods, WDA can be used to a large extent when evaluating a data warehouse system.