Adding a strategic edge to human factors/ergonomics: Principles for the management of uncertainty as cornerstones for system design

Abstract

It is frequently lamented that human factors and ergonomics knowledge does not receive the attention and consideration that it deserves. In this paper I argue that in order to change this situation human factors/ergonomics based system design needs to be positioned as a strategic task within a conceptual framework that incorporates both business and design concerns. The management of uncertainty is presented as a viable candidate for such a framework. A case is described where human factors/ergonomics experts in a railway company have used the management of uncertainty perspective to address strategic concerns at firm level. Furthermore, system design is discussed in view of the relationship between organization and technology more broadly. System designers need to be supported in better understanding this relationship in order to cope with the uncertainties this relationship brings to the design process itself. Finally, the emphasis on uncertainty embedded in the recent surge of introducing risk management across all business sectors is suggested as another opportunity for bringing human factors and ergonomics expertise to the fore.