Do end users really have a place in the design arena when safe design is critical?

Abstract

There is a global trend towards more highly automated traffic management systems. Problematic to increased automation are the higher levels of system integration and associated complexity and uncertainty this brings. This study explored whether end-user participation in new project design and implementation can contribute to the smooth and effective introduction of these new systems for railway control rooms. Results showed that almost all participants agreed that end-user input is important to the success of new technology. However, experiences shared by interviewed controllers highlighted that end-user participation in major projects is underutilized and that certain types of involvement or action can actively hinder the implementation process. The authors anticipate that the experiences of controllers can enhance decision-making associated with end-user participation during the introduction of new traffic management systems. The authors also anticipate that end-user participation will advance improved human system integration.