Sensor operators as technology consumers: What do users really think about that radar?

Abstract

Many companies rely on user experience metrics, such as Net Promoter scores, to monitor changes in customer attitudes toward their products. This paper suggests that similar metrics can be used to assess the user experience of the pilots and sensor operators who are tasked with using our radar, EO/IR, and other remote sensing technologies. As we have previously discussed, the problem of making our national security remote sensing systems useful, usable and adoptable is a human-system integration problem that does not get the sustained attention it deserves, particularly given the high- throughput, information-dense task environments common to military operations. In previous papers, we have demonstrated how engineering teams can adopt well-established human-computer interaction principles to fix significant usability problems in radar operational interfaces. In this paper, we describe how we are using a combination of Situation Awareness design methods, along with techniques from the consumer sector, to identify opportunities for improving human-system interactions. We explain why we believe that all stakeholders in remote sensing – including program managers, engineers, or operational users – can benefit from systematically incorporating some of these measures into the evaluation of our national security sensor systems. We will also provide examples of our own experience adapting consumer user experience metrics in operator-focused evaluation of currently deployed radar interfaces.