Human error analysis project (HEAP) - The fourth pilot study: verbal data for analysis of operator performance

This report is the second report from the Pilot study No. 4 within the Human Error Analyses Project (HEAP). The overall objective of HEAP is to provide a better understanding and explicit modelling of how and why ''cognitive errors'' occur. This study investigated the contribution from different verbal data sources for analysis of control room operator's performance. Operator's concurrent verbal report, retrospective verbal report, and process expert's comments were compared for their contribution to an operator performance measure. This study looked into verbal protocols for single operator and for team. The main findings of the study were that all the three verbal data sources could be used to study performance. There was a relative high overlap between the data sources, but also a unique contribution from each source. There was a common pattern in the types of operator activities the data sources gave information about. The operator's concurrent protocol overall contained slightly more information on the operator's activities than the other two verbal sources. The study also showed that concurrent verbal protocol is feasible and useful for analysis of team's activities during a scenario. (author)