The purpose of this applied project was to research potential methods for conducting performance and evaluation observations on users of Positive Train Control (PTC) and recommend the most effective measures of performance (MOPs) and measures of efficiency (MOEs) of those users. I conducted a study to collect and analyze what data could be observed and examined most effectively to produce causal explanations of behaviors when utilizing the PTC system. This study was done through literature review, interviews of PTC users and trainers, and through direct observations as I rode on trains watching crews interact with the system. Additionally, I researched several studies on human computer interface (HCI) usability studies of various software applications. Based upon the results, I recommend that direct-participant observations be employed and apply both the system and individual MOPs and MOEs identified in the report to track user’s proficiency. The data collected from these observations can be centralized and used to identify behavioral trends, drive corrective actions, create future policies as well as training content. These observations will address the need to have structured observations which allow observers to focus undistracted on the specific behaviors that affect train operations. This database would also identify employees that may need additional or refresher training.

Operational materials--the procedural guidelines provided to front line employees of Banner Bank--act as a guide to completing complex banking transactions. Being able to successfully navigate these materials and complete the complex transactions are essential to meeting both the client's expectations and maintaining federal regulations. However, employees have noted a lack of usability with these materials, resulting in confusion and frustration while trying to navigate the operational materials to successfully complete client requests. Employees who try to use these guides commit errors that result in negative client impact, as well as putting the bank at risk for being out of compliance with federal regulations. To analyze and address this situation, I designed a usability test and deployed a survey given to division branch management.

YourBrandPartner.com exists to provide content to those seeking specific advice and information on purchasing custom promotional items. For this investigation, I conducted a usability test with a select user group to identify user experience issues. The primary goal of this research was to conduct general usability testing through large group survey and a small in-person usability testing group. I designed surveys and tests to investigate if users experienced difficulties in finding the information they were looking for on the website. Based on the results of this study, I recommend reviewing the visual design of the website, increasing site speed, creating a better experience between the blog and e- commerce interactions, and creating an environment that is more accommodating of where the user is in the buying process. This full report includes expanded participant feedback, methodology behind the study, and full recommendations for improvement.