Human Error or Bad Design?

In our world, errors and accidents occur frequently. Some errors are fatal, while others are on a smaller scale. Errors generally happen for two reasons: human error or bad design. Studies show that 75% to 95% of errors can be attributed to one of these causes. But who is to blame—humans or the system’s design?  

Most likely, the culprit is bad design. Human error often occurs when individuals are forced to act unnaturally, going beyond their limitations. When systems compel people to behave in ways that feel uncomfortable or unintuitive, errors are bound to happen.  

How to Determine Whether It’s Human Error or Bad Design

1. Check the error frequency: If the error rate exceeds 10%, it is likely due to bad design.  

2. Investigate the root cause: Don’t stop once you identify human error. Treat it as the starting point for deeper investigation to understand what led to the error.  

How to Prevent Errors

1. Understand human limitations: Never design systems that force people to act unnaturally.  

2. Automate long-duration tasks: Reduce the chance of fatigue-induced errors.  

3. Provide sufficient reaction time: Humans are notoriously slow to act. Design systems that give users enough time to process and respond.  

4. Create standards: Consistency across systems minimizes confusion, even when switching machines or platforms.  

5. Design for clarity: Ensure the system is easy to understand and intuitive to use.  

6. Simplify complexity: If a system must be complex, involve experienced designers who can balance usability with functionality.  

Real-Life Example: The 2010 F-22 Crash  

In 2010, an F-22 fighter jet crash occurred. The initial investigation revealed that the pilot was unconscious, which led to the crash. The case was closed, attributing the accident to pilot error.  

However, this is where the investigation should have started—not ended. The pilot was highly trained and in good health, so why did he become unconscious? In 2013, the U.S. Inspector General reviewed the file and found the explanation insufficient. They sought to uncover why the pilot lost consciousness in the first place.  

Air Force: It was pilot error—the pilot failed to take corrective action.  

Inspector General: That’s because the pilot was probably unconscious.  

Air Force: So you agree, the pilot failed to correct the problem.  

This exchange highlights the failure to seek the root cause of the problem.  

Finding the Root Cause: The “5 Whys” Method  

The “5 Whys” is a technique developed by *Sakichi Toyoda* and widely used by Toyota. It involves asking “Why?” repeatedly to identify the root cause of an issue. Here’s how it could be applied to the F-22 crash:  

Q: Why did the plane crash?

A: Because it was in an uncontrolled dive.  

Q: Why didn’t the pilot recover from the dive?

A: Because the pilot failed to initiate a timely recovery.  

Q: Why was that? 

A: Because he might have been unconscious (or oxygen-deprived).  

Q: Why was that?  

A: We don’t know. We need to find out.  

And so on.  

Connecting It to UX/UI Design  

What does this have to do with UX/UI design or other fields? If you’re designing a product, it will be used by real people with specific needs and expectations. At the beginning of the process, you have the problem statement and product requirements. You design the product and deliver it to users.  

But if users fail to accomplish their desired tasks, you can use the “5 Whys” technique to diagnose the problem:  

– Ask why the user couldn’t complete the task.  

– Keep asking questions until you uncover the root cause.  

This approach often leads to solutions, but there are limitations. Some information may be lost, and both humans and technology have their constraints.  

Key Takeaways  

1. Fully understand your product, user behavior, technological limitations, and human limitations.  

2. Embrace these factors and work accordingly.  

3. Iterate your product with the best possible solutions.  

4. Stay informed about new technologies and evolving human behavior (as technology can shape behavior over time).  

By addressing root causes and designing systems that align with human capabilities, you can reduce errors and create better, more reliable systems.  

This approach isn’t just about fixing errors; it’s about creating a better experience for everyone