Behavior-shaping constraint
Encyclopedia
A behavior-shaping constraint, also sometimes referred to as a forcing function or poka-yoke
, is a technique used in error-tolerant design
to prevent the user from making common error
s or mistakes. One example is the reverse lockout on the transmission of a moving automobile
.
The microwave provides another example of a forcing function. In all modern microwaves, it is impossible to start the microwave while the door is still open. Likewise, the microwave will shut off automatically if the door is opened by the user. By forcing the user to close the microwave door while it is in use, it becomes impossible for the user to err by leaving the door open. Forcing functions are very effective in safety critical situations such as this, but can cause confusion in more complex systems that do not inform the user of the error that has been made.
When automobiles first started shipping with on-board GPS systems, it was not uncommon to use a forcing function which prevented the user from interacting with the GPS (such as entering in a destination) while the car was in motion. This ensures that the driver's attention is not distracted by the GPS. However, many drivers found this feature irksome, and the forcing function has largely been abandoned. This reinforces the idea that forcing functions are not always the best approach to shaping behavior.
These forcing functions are being used in the service industry as well. Call Centers concerned with credit card fraud
and friendly fraud
are using Agent-assisted Automation
to prevent the agent from seeing or hearing the credit card information so that it cannot be stolen. The customer punches the information into their phone keypad, the tones are masked to the agent and are not visible in the customer relationship management
software.
Poka-yoke
' is a Japanese term that means "fail-safing" or "mistake-proofing". A poka-yoke is any mechanism in a lean manufacturing process that helps an equipment operator avoid mistakes . Its purpose is to eliminate product defects by preventing, correcting, or drawing attention to human errors as they...
, is a technique used in error-tolerant design
Error-tolerant design
An error-tolerant design is one that does not unduly penalize user errors. It is the human equivalent of fault tolerant design that allows equipment to continue functioning in the presence of hardware faults, such as a "limp-in" mode for an automobile electronics unit that would be employed if...
to prevent the user from making common error
Error
The word error entails different meanings and usages relative to how it is conceptually applied. The concrete meaning of the Latin word "error" is "wandering" or "straying". Unlike an illusion, an error or a mistake can sometimes be dispelled through knowledge...
s or mistakes. One example is the reverse lockout on the transmission of a moving automobile
Automobile
An automobile, autocar, motor car or car is a wheeled motor vehicle used for transporting passengers, which also carries its own engine or motor...
.
The microwave provides another example of a forcing function. In all modern microwaves, it is impossible to start the microwave while the door is still open. Likewise, the microwave will shut off automatically if the door is opened by the user. By forcing the user to close the microwave door while it is in use, it becomes impossible for the user to err by leaving the door open. Forcing functions are very effective in safety critical situations such as this, but can cause confusion in more complex systems that do not inform the user of the error that has been made.
When automobiles first started shipping with on-board GPS systems, it was not uncommon to use a forcing function which prevented the user from interacting with the GPS (such as entering in a destination) while the car was in motion. This ensures that the driver's attention is not distracted by the GPS. However, many drivers found this feature irksome, and the forcing function has largely been abandoned. This reinforces the idea that forcing functions are not always the best approach to shaping behavior.
These forcing functions are being used in the service industry as well. Call Centers concerned with credit card fraud
Credit card fraud
Credit card fraud is a wide-ranging term for theft and fraud committed using a credit card or any similar payment mechanism as a fraudulent source of funds in a transaction. The purpose may be to obtain goods without paying, or to obtain unauthorized funds from an account. Credit card fraud is also...
and friendly fraud
Friendly Fraud
Friendly fraud, also known as friendly fraud chargeback, is a credit card industry term used to describe a consumer who makes an Internet purchase with his/her own credit card and then issues a chargeback through his/her card provider after receiving the goods or services...
are using Agent-assisted Automation
Agent-assisted automation
Agent-assisted automation is a type of call center technology that automates elements of 1) what the call center agent does with their desktop tools and/or 2) says to customers during the call...
to prevent the agent from seeing or hearing the credit card information so that it cannot be stolen. The customer punches the information into their phone keypad, the tones are masked to the agent and are not visible in the customer relationship management
Customer relationship management
Customer relationship management is a widely implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing,...
software.