An ergonomic analysis of dual-screen use

CNAV’s ergonomics team calls on us in a specific context. There is a debate about the possible need for a second 27-inch screen and the budget that would come with it.

To confirm the real needs before making a costly decision, the ergonomics team called on Akiani. As an agency specialised in behaviour, our goal is not to generate savings, but to describe actual usage in the field.

Our main mission was therefore to confirm usage, whether it leads to savings or not. The value of our work lies in the information we provide to CNAV to inform their decision.

To address the request, we decide to carry out an analysis of usage on site. It is conducted according to: the role; the activities; the workstation configuration; and the business tools involved.

This translates into 3 objectives:

• understand the needs or difficulties depending on the role;
• identify the constraints depending on the activities;
• map out the different working configurations.

To meet these objectives, we go on site and organise sessions built around two main methods: observation and interview. To take our notes, we use our printed templates, but also simplified illustrations of a workstation so we can quickly sketch how agents work, whether remotely or at the office.

During our presence, we plan observation phases that precede the interviews. This two-step approach allows us, on the one hand, to become aware of “unconscious” behaviours, and on the other hand to draw a parallel with the interviews.

Among other things, we were able to observe that, faced with long or complex files, agents are more inclined to use a second screen.

However, if this screen is too small and/or does not make reading easier, a single screen will be split.

The interviews allow us to dig into what we observed and to gather information about the activity, whether on site or at home. They also offer the opportunity to review each step of their task with the agents, to note the working configurations used, as well as the needs and difficulties encountered at each step.

We thus discover that, across different departments, a similar work process is used.

At the end of our analysis, we modelled the recurring tasks into a five-step process. This approach allowed us to build a matrix assessing the need for a second monitor as well as the usefulness of a 27-inch format for each mission.

Our observations reveal that only three departments require a dual screen for their main activities, so we recommend equipping the agents concerned. On the other hand, a 27-inch screen does not prove essential given the current practices observed in the field.

These results answer the study’s question by allowing our clients to build an efficient budget plan based on usage.

By giving a better view of real practices, the report will also allow CNAV to use this information to understand other aspects of its agents’ business processes in the future.