Where is the lab?

Human factors research is focused on solving authentic end-user problems.  The first key to solving a problem is to define it and authentically understand the problem. The only way to do that is through engagement with end users and the problem domain. If I want to solve a problem related to amusement rides, then I have to spend time on the midway. I have to spend time not just looking at them but listening to them. If I focus on “efficiency” of the use of my time, I risk seeing them as the variables and comparing them to the norms I bring with me. If I want to solve their problems, I need to muster the generosity to spend enough time to understand what features of the midway are actually constants.

One constant: if an amusement ride is for children, then some riders will have the attributes of children. If a ride is for thrill seekers, riders will seek thrills. They come to the ride as children, as thrill seekers, for their purposes, not the carnival’s purposes or the amusement park’s purposes. They are not attracted to compliance with the structure of the planned experience. They are attracted to experiencing what is amusing to them. Their goal is not to use an amusement ride or device. Their goal is to experience amusement. Their choice of attractions and the way they will interact with the attraction will be based not only on posted instructions and warnings, but on the apparent form and properties of the attractions, observation of the appearance of other guests on or exiting the attraction, past experiences with the attraction, and even second-hand accounts of experiences, and their impressions of what will enable them to achieve their goal of experiencing amusement. The least promising way to solve human factors problems is to try to talk the people out of their goals.

Of course, there are duties to provide information to consumers, users, employees. When information is not applied at the right time, reinstruction is a common solution. Robust solutions to human factors problems can rarely be found in reinstruction. An authentic appraisal of the problem and the constants will often show that there is no room to carry any more instructions, no ability to “file” and “retrieve” those instructions from memory at the right time, no ability to perform as instructed, or that an inappropriate strategy seemed deceptively appropriate in the moment.

The rider will be drawn to the most obvious, appealing means to achieve her goals. The most promising way to solve human factors problems is to align the goals of the riders and the ride owners, designers, and operators. Our research focuses on identifying those solutions. We don’t need to fix what is “wrong” with the riders who get themselves into trouble. We need to identify what features of the ride and the show will guide the riders into success.

Where is the lab? We have a lovely little space where we have some scale models and even full size bits and pieces, but the THRILL Lab extends out to and includes the midway with the guests.