University of Derby – Cognitive Psychology and Ergonomics – Task Evaluation Report

Certificate of Credit

COGNITIVE PSYCHOLOGY AND ERGONOMICS

TASK EVALUATION REPORT

University of Derby

Derby, United Kingdom

6th March 2023

by 100674810
 University of Derby – Cognitive Psychology and Ergonomics – Task Evaluation Report

Contents

1. Introduction..............................................................................................................................3

1.1 Psychological ergonomics.................................................................................................3

2. Analysis – Use of ATM............................................................................................................4

2.1 Hierarchical Task Analysis (HTA)....................................................................................4

2.2 Psychological Theory Underpinning the Performance of the Task...................................5

2.3 Breakdown of Psychological Concepts related to the HTA..............................................6

3. Conclusion..............................................................................................................................11

4. References..............................................................................................................................12
 University of Derby – Cognitive Psychology and Ergonomics – Task Evaluation Report

1. Introduction

For Proctor et al (2018), psychological ergonomics/human factors refer to the study of how people interact with
systems, products, and environments. The aim of this report is to critically evaluate the use of an Automated Teller
Machine (ATM) from a psychological ergonomics/human factors perspective. A Hierarchical Task Analysis diagram
of the ATM task will be included to provide a visual representation of the task.

This report will also discuss the psychological theory underpinning the performance of the tasks and how
psychological concepts impact on some tasks performance.

1.1 Psychological ergonomics

Psychological ergonomics, also known as human factors psychology, is a field of study that focuses on the
relationship between people and their environment, specifically in the design and use of products, systems, and
workplaces (Proctor et al, 2018). The goal of psychological ergonomics is to optimize the relationship between
people and their environment, in order to enhance human well-being, productivity, and safety. The field of
psychological ergonomics draws on principles and methods from a range of disciplines, including psychology,
engineering, computer science, and design. According to Proctor (2018), it involves the application of knowledge
and techniques from these disciplines to understand how people interact with their environment, and to design
systems and products that are optimized for human use.

For Hensch (2005), in order to achieve these goals, psychological ergonomics researchers and practitioners study a
range of topics, including human perception and cognition, attention, memory, learning, decision-making, and motor
skills. They also investigate how various environmental factors, such as lighting, noise, temperature, and layout,
impact human behavior and performance. According to Crain (2009), in practice, psychological ergonomics can be
applied to a wide range of settings, from designing user-friendly software interfaces to creating ergonomic office
furniture to improving workplace safety. It can also be used to evaluate and improve the usability and effectiveness
of products and systems in fields such as healthcare, transportation, and manufacturing.
 University of Derby – Cognitive Psychology and Ergonomics – Task Evaluation Report

2. Analysis – Use of ATM

The use of Automated Teller Machines (ATMs) is a common task in everyday life, but it requires a level of cognitive
effort and task proficiency. This report will explore the psychological aspects of the ATM task from a human factor’s
perspective, including memory, perception and mental models, attention, decision-making, error and reliability,
social psychology, organizational and occupational psychology, individual differences, and the psychology of health
and wellbeing. By examining the task using the Hierarchical Task Analysis diagram, this paper will evaluate the
cognitive and psychological demands of the ATM task and how they affect task completion.

2.1 Hierarchical Task Analysis (HTA)

For Stanton (2006), Hierarchical Task Analysis (HTA) is a method used in human factors and ergonomics to analyze
complex tasks by breaking them down into smaller, more manageable components. The author asserts that HTA is
often used in the design and evaluation of systems, products, and procedures, as it provides a structured approach for
understanding how people perform tasks and identifying potential areas for improvement.

According to Karwowski (2006), the basic structure of a HTA diagram consists of a hierarchy of tasks, with the most
general and abstract tasks at the top of the diagram and the most specific and concrete tasks at the bottom. Each task
is represented as a node on the diagram, and the relationships between tasks are represented by connecting lines.

For both Stanton (2006) and Karwowski (2006), the HTA diagram provides a visual representation of the structure
and sequence of tasks, allowing designers and evaluators to gain a better understanding of the complex interactions
between people and their environment, and to make informed decisions about how to optimize these interactions.
 University of Derby – Cognitive Psychology and Ergonomics – Task Evaluation Report

The Hierarchical Task Analysis diagram of the ATM task is shown below:

Figure 1 Hierarchical Task Analysis Diagram of ATM Task

The ATM task involves several sub-tasks that must be completed to withdraw cash successfully. First, the user must
approach the ATM and initiate the transaction by inserting their bank card. Next, the user must enter their PIN code
to access their account. Once inside their account, the user must select the transaction they wish to perform, such as
cash withdrawal or balance inquiry. Finally, the user must complete the transaction and retrieve their card and cash
from the machine.

2.2 Psychological Theory Underpinning the Performance of the Task

The ATM task requires the use of several cognitive processes, including memory, attention, and decision-making.
Memory is required to remember the PIN code and the steps involved in completing the transaction. Attention is
required to focus on the task and avoid distractions, such as people around the ATM or noise. Decision-making is
required to choose the correct transaction and enter the correct amount of cash to withdraw. The performance of
Automated Teller Machines (ATMs) is underpinned by several psychological theories, including cognitive load
 University of Derby – Cognitive Psychology and Ergonomics – Task Evaluation Report

theory, information processing theory, and human factors theory. Cognitive load theory suggests that individuals
have a limited capacity for processing information, and that cognitive load can be managed by designing systems
that reduce extraneous cognitive load and promote germane cognitive load. In the case of ATMs, this means
designing interfaces that are simple and easy to use, reducing the amount of information presented on the screen,
and providing clear and concise instructions.

Information processing theory suggests that humans process information in a series of stages, including perception,
attention, and memory. Effective ATM design considers these stages by ensuring that the interface is easy to
perceive, that attention is focused on the most important information, and that relevant information is stored in
memory for later use. Human factors theory is concerned with optimizing the interaction between people and their
environment. In the case of ATMs, this means designing interfaces that are intuitive and easy to use, considering the
physical and cognitive abilities of the users, and minimizing the risk of errors or accidents.

In addition to these theories, the design of ATMs is also influenced by principles of usability and user-centered
design. For Renshaw (2009) and Young (2015) usability principles focus on designing interfaces that are efficient,
effective, and satisfying for users, while user-centered design involves understanding the needs, preferences, and
behaviors of the users and incorporating these into the design process.

Overall, according to Judge (2001), psychological concepts such as cognitive load, user-centered design, and
ergonomic factors can impact the performance of ATMs in a variety of ways. By taking these factors into account
during the design process, designers can create interfaces that are more user-friendly, efficient, and effective,
ultimately leading to greater user satisfaction and better performance.

2.3 Breakdown of Psychological Concepts related to the HTA

Human-centered Design – Any of the tasks

The psychology of everyday things, also known as human-centered design, is an important aspect of the
psychological/cognitive aspects of using an ATM. For Norman (1988), design should be based on the user's needs
and capabilities, rather than forcing the user to conform to the design. In the context of using an ATM, this means
that the design of the machine should be intuitive and user-friendly. For example, buttons should be labeled clearly
and placed in logical locations. The user interface should be simple and easy to navigate. Additionally, the design
should consider the physical capabilities of the user, such as height and reach, to ensure that the machine is
accessible to all users. By considering the psychology of everyday things, designers can create ATMs that are user-
centered and promote efficient and safe use. According to Norman (1988), this approach also minimizes the
potential for user error and frustration, ultimately leading to a better overall user experience.
 University of Derby – Cognitive Psychology and Ergonomics – Task Evaluation Report

Memory – Task 1.4 Enter PIN

For Baddeley (2020), memory refers to the cognitive process by which information is encoded, stored, and retrieved.
As such, memory is another important aspect of the psychological/cognitive aspects of using an ATM. When using
an ATM, the user must remember their personal identification number (PIN), as well as the steps required to
complete the transaction. The design of the ATM should consider the limitations of working memory, which refers to
the amount of information that can be held in conscious awareness at any given time. To minimize the demands on
working memory, the design of the ATM should be simple and straightforward, with clear and concise instructions.
Additionally, the design should consider the user's long-term memory, which refers to the ability to remember
information over a longer period of time.

To promote efficient and safe use of the ATM, the design should ensure that the user's PIN is kept secure and not
easily forgotten. This may involve using memory aids, such as visual or verbal mnemonics, or providing feedback to
the user to reinforce the correct PIN. By considering the limitations of memory, designers can create ATMs that are
user-friendly, efficient, and promote safe and secure use.

Perception and mental models – Task 1.1 Check Machine Working

Perception and mental models are also important aspects of the psychological/cognitive aspects of using an ATM.
For Klein (2017) perception refers to the process by which we interpret and make sense of sensory information.
Mental models are our internal representations of how things work, which are based on our previous experiences
and knowledge. In the context of using an ATM, perception and mental models play a role in how the user interprets
the visual and auditory feedback provided by the machine. For example, the user must perceive the buttons and
screens on the ATM and interpret the feedback provided by the machine, such as audio prompts or visual cues.

For Page (2018) mental models come into play when the user tries to make sense of how a system (i.e. ATM) works.
The user's mental model of the ATM may be based on their previous experiences with similar machines, or on their
assumptions about how the machine should work. If the design of the ATM deviates too much from the user's mental
model, it can lead to confusion and errors. To promote efficient and safe use of the ATM, designers should ensure
that the machine aligns with the user's mental model of how an ATM works. This can be achieved by using visual
and auditory feedback that is consistent with the user's expectations. Additionally, the design should consider the
user's perceptual limitations, such as color blindness or visual impairments, to ensure that the machine is accessible
to all users. By considering perception and mental models, designers can create ATMs that are intuitive, user-
friendly, and promote efficient and safe use.
 University of Derby – Cognitive Psychology and Ergonomics – Task Evaluation Report

Attention – Task 3.0 Retrieve Materials

According to Kahneman (1973) attention refers to the cognitive process by which we select and focus on certain
stimuli while ignoring others. When using an ATM, the user must be able to maintain their attention on the task at
hand, despite potential distractions in the environment. For example, the user may be distracted by people passing
by, loud noises, or other external stimuli.

To promote efficient and safe use of the ATM, the design should minimize potential distractions and draw the user's
attention to the task at hand. This can be achieved by using visual and auditory cues to guide the user through the
transaction, and by designing the interface to be simple and easy to navigate. For Kahneman (1973), the use of clear
and concise instructions can also help to keep the user's attention focused on the task. Additionally, according to
Stanton (2006), the design should consider the user's cognitive load, which refers to the amount of mental effort
required to complete the task. A high cognitive load can lead to decreased attention and increased likelihood of
errors. To minimize cognitive load, the design should be simple and straightforward, with a limited number of
options and clear feedback to the user. By considering the role of attention in using an ATM, designers can create
machines that promote efficient and safe use, even in distracting environments.

Decision-making – Task 2.2 Choose cash option required

For Kahneman (2011), decision-making involves the process of selecting among various options or courses of action
based on available information and one's goals. When using an ATM, the user is required to make decisions about
the amount of money to withdraw, the account to use, and other options such as balance inquiries or depositing
money.

The design of the ATM interface can influence the user's decision-making process, by presenting information in a
clear and organized way, and providing options that are relevant and useful. According to Kahneman (2011), one
important factor in decision-making is the user's level of experience with the system (i.e. ATM). Novice users may
require more guidance and support in making decisions, while experienced users may prefer a more streamlined
interface that allows for quick and efficient transactions.

Another important factor is the presence of cognitive biases, which are systematic errors in thinking that can lead to
poor decision-making. For example, users may be influenced by framing effects, where the way options are
presented can influence their choices. To minimize the impact of cognitive biases, the ATM interface should be
designed to present options in an unbiased and neutral way.

Furthermore, the design of the ATM can also influence the user's sense of control and autonomy over their
transactions. According to Kahneman (2011) giving users a sense of control over their transactions can enhance their
decision-making and promote a positive user experience. By considering the role of decision-making in using an
 University of Derby – Cognitive Psychology and Ergonomics – Task Evaluation Report

ATM, designers can create interfaces that promote efficient and effective transactions, while minimizing the impact
of cognitive biases and supporting users of all levels of experience.

Error and reliability – All tasks

Error and reliability are an important aspect of the psychological/cognitive aspects of using an ATM. Errors can
occur at various stages of the ATM transaction process, including entering the wrong amount, selecting the wrong
account, or forgetting to take the cash or card. These errors can be caused by a variety of factors, such as
distractions, lack of attention, or confusion with the interface. To minimize the occurrence of errors, the design of
the ATM interface should be intuitive, with clear and concise instructions that guide the user through the transaction
process. The ATM should also provide feedback and confirmation at each stage of the transaction, to ensure that the
user is aware of the actions they are taking (perception).

For Raheja (2012), reliability is another important aspect of the system designing. The user needs to be confident
that the ATM will work reliably, and that they will not experience any issues such as card rejection or transaction
failure. Factors that can influence reliability include the quality of the ATM hardware, the software used to manage
the transactions, and the maintenance and servicing of the ATM. In addition, the reliability of the ATM system can
be influenced by external factors such as power outages or network connectivity issues. Therefore, ATM systems
should be designed with redundancy and backup systems to ensure continued operation even in the face of
unexpected issues. According to Raheja (2012), by understanding the types of errors that can occur and the factors
that influence reliability, designers can create interfaces that are intuitive and reliable, and that minimize the
occurrence of errors and transaction failures. This can enhance the user experience and build trust in the ATM
system.

Social psychology – Task 1.0 Identify Self

Social influence can occur in a variety of ways when using an ATM. For example, the presence of other people in
the vicinity of the ATM can influence a user’s behavior, as they may feel self-conscious or concerned about the
security of their transaction. Additionally, the design of the ATM interface can be influenced by social factors, such
as cultural norms or user expectations. To minimize the impact of social factors on user behavior, ATM designers
can incorporate features that enhance user privacy and security. For example, the ATM should be located in a well-lit
and secure area, with clear visibility to deter potential criminals.

For Myers (2019), social influence can also impact user behavior through the use of social norms and social proof.
For example, if a user sees a long line of people waiting to use the ATM, they may be more likely to feel the
pressure to complete their transaction quickly and may make mistakes or take unnecessary risks as a result. To
 University of Derby – Cognitive Psychology and Ergonomics – Task Evaluation Report

counteract the influence of social norms and social proof, ATM designers can create interfaces that emphasize the
importance of taking time to complete the transaction correctly and safely. This can be achieved through clear and
concise instructions, as well as visual cues that encourage users to take their time and pay attention to the details of
the transaction (perception). By understanding the impact of social factors on user behavior, ATM designers can
create interfaces that are intuitive and user-friendly, and that minimize the influence of social norms and social proof
on user decision-making. This can enhance the user experience and build trust in the ATM system.

Organizational and occupational psychology – Task 0 – Get Cash from ATM

Organizational factors that can impact the use of an ATM include the policies and procedures of the financial
institution that operates the ATM. For example, if the financial institution requires users to go through a series of
security checks before accessing their account, this may lead to increased user frustration and may decrease the
efficiency of the transaction process. For Colquitt (2019) the overcomplexity in processes has a direct correlation
with the people’s performance.

Additionally, the availability of ATMs in different locations can impact user behavior, as users may choose to use an
ATM that is more convenient, even if it is less secure or more crowded. Occupational factors that can impact the use
of an ATM include the training and skills of the user, as well as their level of experience with the ATM system. For
example, a user who has never used an ATM before may be more likely to make mistakes or become frustrated
during the transaction process. Additionally, users who have limited experience with the ATM system may be more
likely to make errors or take unnecessary risks, which can impact the reliability and safety of the system. To
minimize the impact of organizational and occupational factors on user behavior and performance, ATM designers
can incorporate features that enhance user training and support.

For example, the ATM interface can be designed to provide clear and concise instructions, as well as visual cues that
guide the user through the transaction process (perception). Additionally, financial institutions can provide user
training and support, such as online tutorials or customer service assistance, to help users navigate the system more
effectively.

Individual differences – All tasks

For Cervone (2019), individual differences refer to the psychological concept that individuals differ from one
another in various aspects, such as personality traits, cognitive abilities, learning styles, and emotional intelligence.
These individual differences can impact how people interact with and use technology, such as ATM. For example,
some people may have a more cautious and risk-averse personality and may be less likely to use certain features of
an ATM, such as the option to withdraw large sums of money. On the other hand, individuals who are more
impulsive or sensation-seeking may be more likely to take risks when using an ATM, such as using an unfamiliar
 University of Derby – Cognitive Psychology and Ergonomics – Task Evaluation Report

machine or using it in a risky location. Individual differences can also affect how people learn to use an ATM. Some
people may have a preference for visual or auditory learning, while others may prefer hands-on experience.
According to Cervone (2019) people with different cognitive abilities may also have different levels of difficulty in
understanding and remembering the steps involved in using a certain system. Additionally, individual differences in
emotional intelligence can impact how people react to ATM-related situations, such as encountering an error
message or experiencing a long wait time. People with higher emotional intelligence may be better able to regulate
their emotions and stay calm in these situations, while those with lower emotional intelligence may be more likely to
experience frustration or anger.

Psychology of health and wellbeing – All tasks

For Melchert (2015) psychology of health and wellbeing - The psychology of health and wellbeing focuses on how
psychological factors impact physical health and wellbeing. In the context of ATMs, the design of the machine can
impact the user's physical comfort, and the stress associated with using the machine can impact mental wellbeing.
Therefore, the design of ATMs must consider the potential impact on the user's health and wellbeing. Using an ATM
can be a stressful experience for some people, particularly if they are concerned about the security of their
transactions or if they struggle with anxiety in social situations.
 University of Derby – Cognitive Psychology and Ergonomics – Task Evaluation Report

3. Conclusion

The ATM task is a common task in everyday life, but it requires a level of cognitive effort and task proficiency. By
using the Hierarchical Task Analysis diagram and examining the psychological aspects of the task, we can evaluate
the cognitive and psychological demands of the task and how they affect task completion. The critical evaluation has
covered several units related to psychological ergonomics/human factors, such as memory, attention, decision-
making, error and reliability, social psychology, organizational and occupational psychology, individual differences,
and the psychology of health and wellbeing. By understanding these psychological concepts and their impact on the
ATM task, we can improve the design of the ATM interface, provide better training to users, and enhance the overall
user experience.

In summary, the critical evaluation of the ATM task from a psychological ergonomics/human factors perspective has
highlighted the importance of understanding the cognitive and psychological demands of the task. The Hierarchical
Task Analysis diagram has provided a comprehensive breakdown of the task and its sub-tasks, highlighting the
cognitive and motor skills required for each step. The discussion of psychological theory and concepts has shown
how memory, attention, decision-making, error and reliability, social psychology, organizational and occupational
psychology, individual differences, and the psychology of health and wellbeing can impact task performance.

Moreover, the critical evaluation has emphasized the need for user-centered design and the importance of
considering the user's cognitive and psychological needs when designing and implementing ATM interfaces. By
understanding the user's cognitive and psychological processes and limitations, we can design interfaces that are
easy to use, accessible, and efficient, thus improving the user experience and reducing the likelihood of errors.
Overall, the critical evaluation of the ATM task has demonstrated the importance of considering psychological
ergonomics/human factors when designing and evaluating everyday tasks. By taking a user-centered approach and
considering the user's cognitive and psychological needs, we can improve task performance, reduce errors, and
enhance the user experience.
 University of Derby – Cognitive Psychology and Ergonomics – Task Evaluation Report

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