Human factors in technology replacement: a case study in interface design for a public transport monitoring system

This paper describes ergonomic issues raised during a project to provide a replacement real-time bus route control system to a large public transport company. Task and system analyses highlighted several deficiencies in the original system architecture, the human-machine interfaces and the general approach to system management. The eventual live prototype replaced the existing original system for a trial evaluation period of several weeks. During this period a number of studies was conducted with the system users in order to measure any improvements the new system, with its ergonomic features, produced over the old. Importantly, the results confirmed that (a) general responsiveness and service quality were improved, and (b) users were more comfortable with the new design. We conclude with a number of caveats which we believe will be useful to any group addressing technology impact in a large organisation.