Differences between Experts and Novices in the Use of Aircraft Maintenance Documentation: Evidence from Eye Tracking

Abstract

Maintenance is a highly procedural activity requiring motor and cognitive engagement. The aim of this experimental study was to examine how expertise affects maintenance tasks, in particular, the use of procedural documents. A total of 22 aircraft maintenance technicians were divided into two groups according to their level of expertise. Helicopter maintenance was evaluated in a real work environment, using an eye tracker, a fixed camera, and NASA-TLX to measure workload. Both groups reported a high mental load. Novices showed elevated levels of effort and mental demand. Experts were faster at all levels of the task and spent less time consulting maintenance documentation. The acquisition of procedural information was greater at the start of the task, where the gap between groups was more pronounced. This may be related to the overall planning of the task, in addition, the task was atomized, with frequent back-and-forth between execution and information intake, for all participants. Novices had a longer document consultation duration, spread over a greater number of consultations, but did not have a higher average consultation time. The results indicate a higher mental load for novices, potentially linked to an increased atomization of the task, as shown by the frequency of consultations.