Traffic service position system no. 1: Automated coin toll service: Human factors studies

Automated Coin Toll Service replaces operator handling on most toll calls paid for with coins and provides operator handling when customers fail to deposit. Human factors work on acts consisted of first documenting the range and frequency of existing operator interactions, then simulating various possible versions of machine-provided service, and last analyzing simulation results to provide service recommendations, performance estimates, and a list of important, but unanswered, questions. The simulation also led to the early development of operator practice and training materials, evaluation tools, and operational requirements, as well as timely discovery of potential problems.