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One Work Analysis, Two Domains: A Display Information Requirements Case Study

Work domain analyses can be time consuming, requiring extensive interviews, documentation review, and observations, among other techniques. Given the time and resources required, we examine how to generalize a work domain analysis technique, namely the hybrid Cognitive Task Analysis (hCTA) method across two domains in order to generate a common set of display information requirements. The two domains of interest are field workers troubleshooting low voltage distribution networks and telecommunication problems. Results show that there is a high degree of similarity between the two domains due to their service call nature, particularly in tasking and decision-making. While the primary differences were due to communication protocols and equipment requirements, the basic overall mission goals, functions, phases of operation, decision processes, and situation requirements were very similar. A final design for both domains is proposed based on the joint requirements.