Making Our Tools Better
The more I interact with clients, the more I hear how they want to rely on asset protection technologies. They want automated access control, video surveillance, intercoms, intrusion detection, threat intel, and many other systems. What they soon realize is that each of the aforementioned systems comes with its own user interface (UI) and user experience (UX). While limited logical interfaces have been developed, none of the UIs are designed with operators in mind. NONE! All this while edge devices and signal data are becoming very sophisticated and potentially very useful.
Let’s take video surveillance for example. A video signal needs very smart algorithms and humans to evaluate and act on it competently and effectively. Granted, reliance on algorithm-based video analytics is growing very fast. Large organizations with extensive asset protection budgets can afford this because such a solution is not cheap. But where does this leave most other organizations? Some don’t even know what “video analytics” means. My experience is that video surveillance cameras have been installed in most environments without thoughtful planning and operational changes to optimize camera volume and distribution relative to analysis of signal by responsible users. Worse yet, design of video management software UIs continues to be more a detriment than a benefit. You’ll find small fonts, poorly labeled camera signal windows, and lack of intuitive functions / commands — all competing to tire and confuse operators. Nothing tells operators a story. They cannot easily build one either.
Now imagine yourself sitting in a “run-of-the-mill” command center. Is video the only signal coming to its operator(s)? Of course not! They’re inundated with noise of access and alarm notifications, video streams, phone calls, and various other content. How can they maintain expected levels of attention and communication? There’s neither command nor control in such an environment. Poor design of user interfaces and overall user experience inhibits facilitation of effective and proactive asset protection. It also widens the gap between expected and actual levels of protection. In other words, the sexier the look of the command center with all its “bells and whistles”, the less likely it is to deliver meaningful results.
For example, just a week ago I observed an event management screen from a very prominent global asset protection technology manufacturer. Alarm events were stacked one above another in small font in a single column without any visual prioritization. About 50% of the screen’s “real-estate” was unused. Individual alarm event lines did not produce a useful summary (including links to all available related signals and event entries) when hovering the cursor — users would need to click on each event line to get additional information. There were no automated correlation rules or workflows in the “off-the-shelf” software client. No visualization rules library available. All this just from 5–7 minutes of review.
Folks, it is 2019…
Let’s review some ways of improving our tools.
A. Manufacturers can:
- Hire proper UI and UX designers who will consider user feedback and go out into the real world to better understand real product applications and use cases.
- Collaborate with users on improving simplicity of products and system management software.
- Test new product and software prototypes on novice users to help simplify operation in the field and streamline training.
- Carefully monitor how product integrators deliver training to end-users to ensure optimal capacity building.
- Conduct follow-up assessments after product installations and deliver follow-up training.
B. Consultants can:
- Interrogate products more thoroughly on behalf of their clients in the interest of human-centric application.
- Study ISO11064 along with user experience (UX) and user interface (UI) innovations to help bridge gaps between client use cases and manufacturers’ software development decisions and product implementation support.
C. End-users can:
- Develop simple, operator-centric protocols for understanding what UX/UI features to expect before assessing and implementing tech.
- Work with both manufacturers and product integrators on optimizing UX/UI based on operator profiles and performance requirements.
- Offer tech operators the final choice in accepting implemented systems.
Finally, consider this: you still don’t know all the features of your mobile device despite it having a far better designed UI/UX. Imagine what operators of multiple industrial automation and environment monitoring systems have to deal with.
Soar above mediocrity!
