Who Will Drive Automated Vehicles? - Usability Context Analysis and Design Guidelines for Future Control Centers for Automated Vehicle Traffic

Schwindt, Sarah; Heller, Adrian; Theobald, Nina; Abendroth, Bettina · 2023 · Crossref

DOI: 10.54941/ahfe1003796

archive: archived pipeline: cataloged verified

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Summary

This paper addresses the operational and design requirements for future Control Centers managing fleets of highly or fully automated vehicles (SAE Levels 4 and 5). Motivated by German legislative drafts introducing "Technical Supervision" as a mandatory fallback mechanism for automated driving, the study aims to define the necessary framework conditions, work processes, and human-machine interaction guidelines. Since physical Control Centers for these vehicles do not yet exist, the authors could not conduct empirical user studies. Instead, they employed a systematic literature review and an expert workshop with developers of automated vehicles and Human-Machine Interfaces (HMI) to analyze the context of use and derive design requirements. The research categorizes Technical Supervisor tasks into seven areas: Monitoring, Release and Deactivation, Indirect Control, Direct Control, Coordination, Communication, and Other Tasks. Based on these categories, the authors propose a division of labor into two distinct roles: the Dispatcher and the Teleoperator. The Dispatcher handles fleet monitoring, coordination, and communication with passengers, authorities, and other road users. The Teleoperator is responsible for vehicle control interventions, including releasing proposed maneuvers, indirect control (e.g., setting waypoints or trajectories), and direct control via actuators. The proposed workflow involves Dispatchers monitoring the fleet and forwarding complex incidents to Teleoperators, who resolve the issue and return control to the Dispatcher. The study outlines specific qualification and equipment requirements for these roles. Dispatchers require strong process coordination and communication skills, supported by HMIs that categorize fault messages by urgency and automate documentation. Teleoperators must possess the ability to rapidly build situational awareness from remote data and cope with high-stress, low-frequency workload patterns. Their workstations require comprehensive visual inputs, such as multiple monitors and camera feeds, along with control devices like steering wheels or joysticks. Regarding fleet management, the paper cites queueing models and industry estimates suggesting that one employee can manage approximately ten vehicles, though precise staffing depends on incident frequency and response times. The significance of this work lies in providing a structured framework for the human-centered design of automated vehicle Control Centers. By distinguishing between the cognitive, communicative tasks of Dispatchers and the technical, control-oriented tasks of Teleoperators, the paper offers actionable guidelines for HMI design and organizational structure. This role separation addresses the unique challenges of remote supervision, where personnel are not physically present in the vehicle, ensuring that future systems can effectively manage exceptions and maintain safety while maximizing the societal benefits of automated mobility.

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Topics

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• teleoperation remote driving
• driverless ads
• automation
• automation complacency bias
• automation surprise
• manual

Information type

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• Applied Guidance: design guidelines
• Theoretical Contribution: conceptual framework, computational model