Human Factors Issues in Instructions, Warnings & Product Design* ICPHSO Training Seminar August 4,...
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Human Factors Issues in Instructions, Warnings & Product Design* ICPHSO Training Seminar August 4, 2011 Atlanta, GA Carol Pollack-Nelson, Ph.D. Independent
Human Factors Issues in Instructions, Warnings & Product
Design* ICPHSO Training Seminar August 4, 2011 Atlanta, GA Carol
Pollack-Nelson, Ph.D. Independent Safety Consulting
[email protected] 301-340-2912 *Slides may not be reproduced
without permission of the author. [email protected]
Slide 2
The Safety Hierarchy
Slide 3
Design Hazard Out
Slide 4
Guard Against Hazard: Lid locks before blade moves
Slide 5
Guard Against Hazard: Auto Shut-Off
Slide 6
Guard Against Hazard: CR Mechanisms
Slide 7
Instructions
Slide 8
#1 - Consumers typically do not seek out (nor do they read)
instructions for familiar and non-technical products especially if
instructions are not conspicuous
Slide 9
Example: Water Torpedo Toy
Slide 10
Employ conspicuous instructions placement, font size, color
contrast Redundancy on product & package, if possible Use a
pictorial to draw attention & facilitate comprehension
Slide 11
#2 - The exceptions: People will look for & read your
instructions if they feel uncertainty or concern Or, if they need
the information in order to use the product In that case, better be
sure they say what you want
Slide 12
Example: Plastic Piggy Bank
Slide 13
How to Get Money Out of the Piggy? Shaking coins out takes a
long time
Slide 14
The Answer: Cut to Open
Slide 15
#3 - Make sure instructions & marketing information that
relate to a potential hazard will be interpreted consistently
Slide 16
Example: Microwave-Safe Dishware
Slide 17
Microwave-Safe What does it mean?
Slide 18
#4 - Make sure your instructions do not promote unwanted
behaviors
Slide 19
Example: Eucalyptus Product
Slide 20
#5 - Make sure it is possible for consumers to comply and that
compliance removes the risk
Slide 21
Example: Tile Sealer AVOID BREATHING VAPORS. USE ONLY WITH
ADEQUATE VENTILATION. OPEN WINDOWS AND DOORS OR USE OTHER MEANS TO
ENSURE CROSS VENTILATION OF FRESH AIR DURING APPLICATION Aerosol
spray No mask suggested or provided Used in bathroom
Slide 22
Used as-needed Consumers are task- oriented Seek out specific
info Search by headings Pictorials to facilitate comprehension
Product design should support instructions Lock out incorrect
assembly Use on-product cuing #6 Consumers Don t Read Instruction
Manuals Like a Novel
Slide 23
Warnings
Slide 24
The hurdles Notice Read UnderstandRemember & Comply
Slide 25
Draw the User to the Warning Conspicuous location on product -
interfere with the task Use color, white space & size to
off-set the warning Present most important warning statements
first
Slide 26
Outline format or brief meaningful phrases Easy-to-read fonts
(e.g., Helvetica) and upper & lower-case print Legible at
likely reading distance Good color contrast between letters &
background Good spacing between words and lines Present Text In
Easy-to-Read Font & Format
Slide 27
Explicit warnings clearly state hazard & how to avoid it
Martin (2000) - Studied explicit vs non-explicit warnings on
products with Obvious Hazards - e.g., plastic bag, cigarettes
Hidden hazards - e.g., baby swing (strangulation); child s dresser
(tipover) For products with hidden hazards, explicit warnings
significantly increased understanding, perceptions of risk, injury
severity & injury probability Other studies - Explicit warnings
increase hazard recall Warning Must be Explicit
Slide 28
Consider Adding Symbols Draw attention May facilitate
comprehension Pre-test for comprehension Accompany symbols with
words
Slide 29
Warning Label Compliance Individual: Am I vulnerable? Perceived
risk based on product appearance, prior (benign) experience, hazard
knowledge Perceived control over the risk Risk taking tolerance
Situational Factors Competing stimuli, sensory overload Mental
workload Rushed Actions of others Cost of compliance time, $,
inconvenience
Slide 30
ANSI Standards NEMA (703) 841-3200 Z535.4 Product Safety Signs
and Labels Z535.6 Product Safety Information in Product Manuals,
Instructions, and Other Collateral Materials CPSC guidance
document: Manufacturers Guide to Developing Consumer Product
Instructions www.cpsc.gov
Slide 31
Thinking Outside the Box
Slide 32
Design Change Original bucket Handle similar to beach pail
except handle & bucket were weightier, made of more substantial
plastic Design Change Installed non-removable crossbar in bucket.
Reason they took this action Key trigger was the age of the child
Lifespan of item But received more complaints from consumers about
how the bucket could no longer be used for other things like a
beach pail, bucket for washing the car, etc. We kept that design
for several years Total redesign of bucket No handle, lighter
weight plastic and no crossbar needed
Slide 33
Design Change Original bucket Handle similar to beach pail
except handle & bucket were weightier, made of more substantial
plastic Design Change Installed non-removable crossbar in bucket.
Reason they took this action Key trigger was the age of the child
Lifespan of item But received more complaints from consumers about
how the bucket could no longer be used for other things like a
beach pail, bucket for washing the car, etc. Lego kept that design
for several years Total redesign of bucket No handle, lighter
weight plastic and no crossbar needed
Slide 34
Design Change Original bucket Handle similar to beach pail
except handle & bucket were weightier, made of more substantial
plastic Design Change Installed non-removable crossbar in bucket.
Reason they took this action Key trigger was the age of the child
Lifespan of item But received more complaints from consumers about
how the bucket could no longer be used for other things like a
beach pail, bucket for washing the car, etc. Lego kept that design
for several years Total redesign of bucket No handle, lighter
weight plastic and no crossbar needed
Slide 35
Whos Responsible for Safety?
Slide 36
Case Study: Snow Tube Should manufacturer provide a way to
steer the snow tube or slow it down? Will warnings adequately
convey the hazard? Are warnings necessary or is the risk with snow
tube riding in an area with trees obvious?
Slide 37
Water Torpedo Toy Was the hazard of throwing the toy above the
water obvious? Given that the manufacturer was aware of prior
injuries associated with throwing over the water, should they have
redesigned the product? Should the warning (embossed and in 3.6
point font size) been more prominent & explicit?
Slide 38
Microwave Safe Dishware: Aligning Manufacturer and Consumer
Expectations What was manufacturers responsibility in terms of
warnings, product design, and awareness of consumer expectations
for the product? Do consumers have a responsibility to test the
handle before grasping it? Should consumers know that heating an
object in the microwave may make it hot?
