Human Performance Engineering Considerations for Very Large Computer-Based Systems: The End User

Effective Human Performance Engineering (HPE) for a large-scale computer-based system involves many complex strategic and tactical decisions with regard to the computer system design, the target user's behavior, and the organization/environment. Descriptions of the more important performance considerations are presented. These are based primarily on the experience accrued during the last several years in 765 the building of Bell Laboratories centrally developed computer systems for use by telephone company loop operations personnel in assisting them to perform their job. Wherever possible, observations are compared to recent literature associated with other systems or experiments. The major in-place elements that affect human performance are the organization/environment and the behavioral considerations of the workers themselves. The introduction of a computerized support system adds another element. Presumably, the computer improves the effectiveness of the worker in performing the job. It also provides some design flexibility to counter some of the negative aspects of the other three existing elements. However, the computer system itself introduces serious behavioral effects on its users that may negate its benefits. The target population can be broken down into these distinct classes: end users, database maintainers, and data system support staff. This paper focuses on the end user with special emphasis on the Bell System Service Representative. Principal points made are as follows: · An understanding of the target population's attitude and behavior toward computers is necessary.