As automation technology continues to transform various industries, achieving both high operational reliability and high efficiency emerges as a critical challenge in task delegation between humans and Automated Systems (ASs). This project, conducted in collaboration with the Royal Schiphol Group (RSG), investigates the intricate dynamics of Human-Automation Collaboration (HAC) in the context of Passenger Boarding Bridge (PBB) operations at the Amsterdam Airport Schiphol. The design goal is for organizations to strike a balance between the decision-making authority retained by humans, and that can be transferred to ASs. Through a combination of literature study, context research, in-depth interviews, and surveys, this study synthesizes insights to understand the changing nature of tasks, identify influential factors, and determine the appropriate level of human involvement with the main research question: “In the different PBB operation types (e.g., semi-auto controlled in a PBB, semi-auto controlled outside PBB), which tasks can be delegated to automated systems, and which tasks should be performed by humans?” The main insights indicate that high-precision tasks are identified as potential candidates for AS delegation, while tasks requiring clear communication and meticulous inspection align better with human management. The study underscores the significance of effective information exchange, emphasizing the multifaceted roles of humans beyond mere data exchange. To address this, two main outputs were introduced: one is a decision-making board game as a speculative probe called PBB, and the other one is a roadmap for RSG’s future vision, which can empower organizations with insights into the evolving nature of tasks for both humans and ASs. The PBB game is expected to allow diverse stakeholders to enact multiple scenarios in various decision pathways aligned with different levels of automation. Further, the roadmap will envision the optimal future scenario, leading to actionable plans for organizations with a holistic understanding of Human-Automation Collaboration (HAC).

This thesis aims to design the future roles of human operators in an autonomous bus system in Autonomous Airside Operations at Schiphol Airport. The research was conducted in collaboration with Delft University of Technology and Royal Schiphol Group, focusing specifically on the implementation of autonomous buses for passenger transportation between terminals and aircraft. The study employs a human-centered design approach since the successful integration of technology relies not only on its technical capabilities but also on human operators, who will work in and interact with an autonomous bus system. By placing humans at the center of the design process, a valuable future human operator role is created, that contributes to the successful implementation of an autonomous bus system in AAO. To emphathize with the current bus operations, context studies at Schiphol Airport are conducted with 3 key roles in the current bus operation. Additionally, 11 expert interviews were conducted to gather different perspectives on the future human operator role in AAO. The context research revealed 4 current operator responsibilities besides driving-related tasks. Additionally, based on the expert interviews, 5 future human operator responsibilities in an Autonomous Airside Operations are identified. Combinations between current and future responsibilities resulted in the design of 4 potential future scenarios, each with a different future human operator role. The study provides 4 human operator roles in potential future scenarios where human operators remain crucial in an autonomous bus system, which is: (1) the role of the safety driver to enable autonomous driving as an addition to manual operations; (2) the role of host/hostess or fleet coordinator to provide onboard assistance; (3) the role of the (de)boarding assistant to ensure a safe boarding and deboarding procedure; and (4) the role of the rescuer to immediately operate in case of an emergency. These scenarios are further developed into animation videos, which serve as speculative design artifacts to envision, reflect, and discuss potential future scenarios.