Human Problem Solving Performance in a Fault Diagnosis Task

Abstract

It is proposed that humans in automated systems will be asked to assume the role of troubleshooter or problem solver and that the problems which they will be asked to solve in such systems will not be amenable to rote solution. The design of visual displays for problem solving in such situations is considered, and the results of two experimental investigations of human problem solving performance in the diagnosis of faults in graphically displayed network problems are discussed. The effects of problem size, forced-pacing, computer aiding, and training are considered. Results indicate that human performance deviates from optimality as problem size increases. Forced-pacing appears to cause the human to adopt fairly brute force strategies, as compared to those adopted in self-paced situations. Computer aiding substantially lessens the number of mistaken diagnoses by performing the bookkeeping portions of the task.