Human Factors and Airport Design and Operation

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1 +44 (0) Human Factors and Airport Design and Operation A Capability Statement from Human Engineering Limited SUMMARY Human Engineering Shore House 68 Westbury Hill Westbury-On-Trym Bristol BS9 3AA Human Engineering is a Human Factors consultancy. Our established team has experience of working with airlines, airport operators, Train Operating Companies, light rail operators, bus companies and regulators in providing ergonomic support to all transport matters. Tel: Fax: info@humaneng.co.uk Human Engineering Limited 2004 Page 1 Web:

2 +44 (0) Introduction to Human Engineering Who is Human Engineering Limited? Human Engineering is one of the world s largest independent human factors consultancies. Our established and respected team supports companies in the railway, aerospace, air traffic control, legal, shipping, defence, manufacturing and materials handling sectors. Our experience covers a wide range of human factors activities including behavioural analysis, usability testing, task analysis, performance and workload modelling, organisational development, job role definition, training/skills analysis, equipment design, expert testimony, human error analysis and workspace design. In support of our activities Human Engineering s staff use a wide range of techniques, software tools and reference sources. Human Engineering is skilled at providing human centred support to the client s project team in order to ensure that systems are intuitive, easy to use and provide the user with the most appropriate feedback and information. We routinely work as part of a design team and are comfortable working within cost and engineering constraints. Benefits of Human Factors / Ergonomics Human Factors / Ergonomics is the application of psychology and physiology to ensure that a product, system, or environment, is safe, easy to use and maximises human performance and understanding. We understand We address Psychology Mental and physical characteristics Human behaviour Human physiology Safety Intuitiveness Efficiency Ease of use Worker health Performance (employee and system) Logical working User friendliness Human Engineering Limited 2004 Page 1

3 +44 (0) How can Human Engineering add value to airline operation and the development of airports and associated transport facilities? Human Factors in Air Transport Human Factors is about shaping systems and technologies around the needs and expectations, and the capabilities and limitations of the people that use, or form part, of those systems. Using a combination of data collection techniques including questionnaires, interviews and passenger surveys, Human Engineering is able to build on high level user requirements to determine the detailed objectives, tasks and requirements that mean the difference between an integrated transport and public service solution that works effectively, efficiently and seamlessly in the real world as opposed to a solution that spurs complaints, inefficiencies and safety risks. Compliance with Standards Human Engineering is fully conversant with all relevant national and international standards concerning access, mobility, and fire safety and has direct experience in the application of such standards. Further, Human Engineering has developed a comprehensive set of standards for London Underground that are specifically concerned with improving the customer interface/ experience. A total of 42 Standards were developed covering a variety of areas including: Station signing for customers Provision and use of emergency help facilities Accessibility and Interchange for the interior of stations Accessibility and Interchange for station exteriors and approaches Interchange with other transport modes Sightlines, visual clutter and visual space planning Automated audio and visual information in public areas of stations and trains Audio and electronic visual information in public areas of stations and trains Station amenities and facilities Terminal Congestion, Risk Assessment and Hazard Identification Human Engineering has been involved in extensive work to do with the assessment of overcrowding risks within various transport facilities in the UK. This has involved the development of methods for the identification of overcrowding hazards. These methods focus on the interaction between people and their surroundings in a more detailed way than simply considering space occupancy and speed of movement. The variables considered include: Types of crowd (mix of people and objectives), Quality of signage and other guidance information, Visibility of signs, Types of physical space available and how it is occupied, Behavioural limiting factors on crowd density, Architectural interfaces with the crowd (doorways, passageways, stairways, moving-ways, and vendor units, etc), and Processes and people movement (i.e. movement speeds, process cycle times and queues). Human Engineering Limited 2004 Page 2

4 +44 (0) The overcrowding risk assessment method (OCRAM) compliments other pedestrian traffic flow models in the market-place because it adopts a more behavioural approach to understanding how space is actually used and how different lower level design solutions can help mitigate against the risks of overcrowding. Passenger Information Systems Appropriate design of passenger information (visual and Auditory) is central to ensuring that all different passengers are effectively and efficiently routed to where they want to go. By the application of human factors data on signage requirements to the specific user requirements in the context of the station and the surrounding area, information systems can be designed to optimise passenger orientation and navigation so that transport systems are safer and more efficient. Wherever there are people you need to apply ergonomics principles. We are skilled at predicting how humans will perform and behave in certain situations and can therefore assist operators, designers and engineers to specify the interface between the human and the environment. We have a detailed understanding of the best ways to transfer information between the environment/interface and the human, and vice versa. Essentially, we are concerned with how to best present information to the human in order to maximise understanding and performance. To achieve this, we combine our understanding of human behaviour and people s physical characteristics to ensure that the environment or system is safe and easy to use. This could be in the form of providing design recommendations or evaluating existing design concepts. Below are a few of the areas where Human Engineering can offer ergonomics support: Overall Airport Building Layout Movement of passengers and baggage Relative locations of all the different areas/zones Flight Check-in Area Queue management through design Signage - Effective use of graphics, location of signs, use of colour, etc Check-in desk design and layout Floor layout of check-in area - to avoid congestion and bottlenecks Manual handling and postural issues Performance / workload Baggage Handling Manual handling Design and assessment of baggage handling system Workplace set-up Shops / Restaurants / Duty Free Shop Layout Floor layout Signage Congestion Shelving design Checkout specification Equipment Assessment and Design Interface design Health & Safety issues Intuitiveness Control panel design / assessment Disability Issues Access Height issues Handles / rails Usability awareness Human Engineering Limited 2004 Page 3

5 +44 (0) Design and assessment of handling devices Ergonomics specification of workplaces / systems Control Room Design Room layout Console design Interface specification Control and display design CCTV / Facilities Monitoring Room Sitting posture Workload Human error analysis Workstation design Car Parking Intuitive layout and routing Clear signage that is understood by all nationalities Efficiency of pick-up and drop-off area Turnaround Issues Efficiency Critical path analysis Human issues affecting performance Health & Safety Workload Manning levels Training needs analysis Staff Facilities User requirements Space requirements Layout to improve ease of use Passenger Lounges / Waiting Areas Seating requirements Passenger requirements Announcements Information requirements Passenger safety awareness Aspects of the areas outlined above are illustrated in two case studies presented below. Case Study 1 London Luton Airport Feasibility Study of the Implementation of a Communications/Operations Centre Human Engineering was contracted to analyse and review roles, responsibilities and communication flows in order to better understand how London Luton Airport (LLA) could implement a Communications/Operations Centre for both normal operation and incident management. Human Engineering undertook to: Review and audit the communications and information flows for existing airport operations under normal conditions. Assess the feasibility of integrating key functions into one Communications/Operations Centre. Specify the requirements for introduction of the Communications/Operations Centre. Contribute to the development of an efficient Incident Management process. Human Engineering Limited 2004 Page 4

6 +44 (0) Data Collection Human Engineering ergonomists developed a Tabular Task Analysis (TTA) based on normal operations. The TTA was populated by discussion, observation and analysis of operating procedures with key personnel as identified in discussions with the management team at LLA. The aim of the Task Analysis was to develop a formal definition of the work processes as they were performed. The TTA described: the task task sequence role responsible information required systems utilised transaction output communications with other personnel The Task Analysis data were analysed and detailed the existing process for a passenger aircraft rotation (normal operations) through the following stages: Inbound Outbound 1. Monitor aircraft on approach 6. Check-in 2. Perform landing routine 7. Screen baggage 3. Perform aircraft on stand routine 8. Load baggage onto aircraft 4. Disembark passengers 9. Go to Departures 5. Co-ordinate baggage reclaim 10. Board passengers 11. Push-back 12. Clear to taxi Communication Flow Charts The Task Analysis data enabled flow charts to be developed, which represented the communication and information flows that must take place in order for a successful aircraft rotation to occur. The key stages of the process together with the roles/functions responsible and electronic systems utilised to support the process were represented. The challenge for our team was to understand the currency of LLA s operations in a very short space of time. This was achieved by development of the inbound and outbound turnaround information flows. These charts proved invaluable in understanding how local control fed into the airport operation as a whole. The LLA management team gained a tool that they utilise to drill down into the processes and redevelop procedures to plug gaps in billing and incident management. Human Engineering Limited 2004 Page 5

7 +44 (0) Process Review The Task Analysis was used to review the work processes and to identify the effects that the introduction of an integrated Communications Centre may have on the existing: Task Technology Structure People The TTA was annotated to highlight the areas that may be impacted upon as a result of a change in current work processes through introduction of the Communications/Operations Centre. The following were addressed: Task Would the Task be performed following the introduction of an integrated Communications/Operations Centre? Technology Would the relocation or integration of functions into a Communications Centre have an impact on current technologies used? Structure Personnel Would the structure of an airport function (eg, Apron Control) be affected by integration of functions into a Communications Centre? Would there be a change in the personnel charged with carrying out the task? The formal analysis processes provided the LLA management team with currency to make an informed decision on how the Communications/Operations Centre could be implemented and how their current procedures would need to change to maximise the efficiencies sought. Human Engineering Limited 2004 Page 6

8 +44 (0) Case Study 2 London Heathrow Human Factors Integration Support to Heathrow Terminal 5 Control Room Human Engineering is currently providing human factors integration support to the Systems Integration Team at Heathrow Terminal 5. The focus of this important work is to define the concept of operations, define the roles and responsibilities of the personnel controlling the new terminal, to specify manning levels, undertake workload studies and then design the work space itself. The control room will encompass both new and existing technologies and BAA intends that the design will act as a benchmark for all future control room developments. (Client: Ultra Electronics Airport Systems) Human Engineering Limited 2004 Page 7

9 +44 (0) Conclusion Human Engineering has the capability, experience and personnel to support a wide range of consultancy and research projects in the field of ergonomics / human factors. In addition, due to our large team of ergonomists and broad experience base, we are aware of best practice and proven methodologies used within a variety of sectors. For further information on Human Engineering please contact Barry Davies, on , on barry@humaneng.co.uk or visit Human Engineering Limited 2004 Page 8