A goal-oriented approach for designing decision support displays in dynamic environments

This paper reports on how the critical decision method, a cognitive task analysis technique, was employed to identify the goal states of tasks performed by dispatchers in a dynamic environment, the Sydney Ambulance Coordination Centre. The analysis identified five goal states: Notification; Situation awareness; Planning resource to task compatibility; Speedy response; Maintain history of developments. These goals were then used to guide the development of display concepts that support decision strategies invoked by dispatchers in this task environment.