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Trusting Automation: Designing for Responsivity and Resilience.
17864 Arizona State University, USA.
Human Factors
|April 28, 2021
Summary
Reframing human trust in automation is crucial. Focusing on automation responsivity, not just reliance, enhances cooperation and resilience in complex work environments.
Area of Science:
- Human-automation interaction
- Automation trust
- Complex work environments
Background:
- Increasingly capable automation and flatter hierarchies necessitate a new perspective on trust.
- Existing research often focuses on calibrating trust for appropriate reliance, overlooking relational dynamics.
Approach:
- A narrative literature review integrating publications on human trust and human-automation interaction.
- Adopting a relational framework for trust, considering situation, semiotics, interaction sequence, and strategy.
Key Points:
- The goal shifts from maximizing or calibrating trust to supporting the process of trusting through automation responsivity.
- Future research must consider reciprocal influence between humans and automation, and interdependent interactions.
- Automation responsivity and conflict resolution are key for resilient human-automation systems, more so than reliability.
Conclusions:
- A relational framing of trust is essential for designing future automation systems.
- A conceptual model (situation, semiotics, strategy, sequence) can guide research and design.
- This approach fosters automation responsivity and resilient human-automation systems.
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