Communicating expertise in system operation and fault diagnosis to non-experts

The use of systems that span many knowledge domains is becoming more common as technology advances, requiring expert-performance in a domain from users who are usually not experts in that domain. This study examined a means of communicating expertise (in system operation and fault diagnosis) to non-experts and furthering the understanding of expert mental models. It has been suggested that conceptions of abstract models of system-functions distinguish expert performance from non-expert performance (Hanisch, Kramer, and Hulin, 1991). This study examined the effects on performance of augmenting a simple control panel device with a model of the functions of the device, interacting with the model, and augmenting the device with graphically superimposed procedural indicators (directions). The five augmented display conditions studied were: Device Only, Device + Model, Device + Procedural Indicators, Interactive Model, and Interactive Model + Procedural Indicators. The device and displays were presented on a PC workstation. Performance measures (speed and accuracy) and subjective measures (questionnaires, NASA TLX, and structured interviews) were collected. It was expected that participants who interact with the device + procedural indicators would exhibit the shortest performance time and least errors; however, those who interacted with the simplest display (device only) were fastest and exhibited the least errors. Results of this study are discussed in terms of building a mental model and identifying situations that require a mental model.

Name thesis:degree_name

Ph. D.

Level thesis:degree_level

doctoral

Discipline thesis:degree_discipline

Industrial and Systems Engineering

Department dc:contributor.department

Industrial and Systems Engineering

Grantor dc:publisher

Virginia Tech

Year dc:date.issued

2003

Author dc:creator

• Staderman, William P.

Chair dc:contributor.committeechair

• Kleiner, Brian M.

Committee members dc:contributor.committeemember

• Smith-Jackson, Tonya L.
• Williges, Robert C.
• North, Christopher L.
• Hudlicka, Eva

• mental models
• device models
• augmented reality

Statement dc:rights

• In Copyright

Licence dc:rights.uri

• http://rightsstatements.org/vocab/InC/1.0/

Dc Identifier Other

etd-05012003-130105

OAI identifier oai:identifier

oai:vtechworks.lib.vt.edu:10919/27468