Fit the work to the people who do it.
A task gets difficult when the instructions, the information or the tools do not fit the conditions people use them in. We watch the job with the people doing it, work out what they need to notice, understand and decide, and re-design the task around that. Then we test it under normal working conditions.
When this can help.
How we work.
Identify who needs to notice, decide or act, what information they receive, and whether they have the authority and tools to respond.
Watch the work with the people doing it. Include time pressure, interruptions, handovers and the conditions that make the task harder.
Bring the relevant users and process owners together to improve the instructions, information, prompts or handover. Agree translation support where it is needed.
Use agreed walk-throughs or task trials to check whether people can use the changes. Record difficulties, revisions and any remaining limitations.
What you receive.
The proposal confirms the outputs, boundaries and responsibilities for your engagement.
Scope, and what this is not.
05 · Optional: the method behind the work
and
STAMP / STPA
The human-centred design principles in ISO 9241-210 inform the approach: understand the conditions of use, involve users, develop and evaluate possible changes, and revise them using what is learned. Here, those principles are applied to the design of work.
Systems methods such as STAMP and STPA help examine how decisions, actions and feedback interact. The diagram below illustrates six areas to question, including missing feedback and unclear coordination. It is an explanatory model, not a diagnosis of your organisation; the method is selected to fit the task and evidence.
The questions clients ask first.
The main focus is the task and the conditions around it, rather than a training course. Training may still be needed; we identify that alongside changes to instructions, information, tools or responsibilities.
Delivery is in English. Where procedures need Arabic, Hindi, Urdu or other working languages, we design the visual standard and work with your translators and your crews to test the result.
We agree the priority using your concerns and available evidence, such as repeat mistakes, task difficulty, incident records and the consequences of getting a step wrong.