Cognitive engineering of a new telephone operator workstation using COGNET

Abstract Many cognitive engineering methodologies for user-centered design involve modeling procedural knowledge; others deal with domain semantics or conceptual models. COGnitive NEwork of Tasks (COGNET) is a framework for modeling human cognition and decision-making which provides an integrated representation of the knowledge, behavioral actions, strategies and problem solving skills used in a domain or task situation, yielding a powerful cognitive engineering tool. A case study of the design of the user interface for a new telephone operator workstation is presented to illustrate the derivation of the design from the components of the COGNET model. The model does not directly convey any specific feature of the interface design, but rather a formal representation of what the user must do with the resulting interface. This information is then evolved through a set of transformations which systematically move toward design features, in a fully traceable manner. Relevance to industry With the increasing prevalence of technical systems in complex work domains, cognitive engineering is necessary in designing the user interface for those systems to promote efficient integration of person and machine. The cognitive engineering methodology presented here addresses that need.