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Advanced Driver Assistance Systems (ADAS) warn, inform and perform monotonous tasks so that the strain on the driver's side is greatly reduced. They should lead to a further increase in customer mobility through greater comfort, efficiency and safety. As far as the theory goes - in practice, the comfort benefits addressed by the customer are not evident with all driver assistance systems. A previous study of the Lane Keeping Assistance System (LKAS) at Kempten University has shown that the physiological stress and perceived stress of the subjects using the LKAS during a test drive are significantly higher than if the same person refrains from using it. This finding clearly shows that the product "still" misses the purpose of comfort gain through relief. As a result, customer acceptance is very moderate. The motivation of this study was to identify requirements for the LKAS from the customer's point of view, to measure the degree of fulfilment in a competitive comparison and to learn from the customer assessments overall. By implementing these features, customer satisfaction with the LKAS is to be increased. The feeling of strain should lead to relief and consequently to an increase in the customer's acceptance of the product. Switching off or deactivating the system and the resulting increased safety risk should no longer occur in the future. The customer's wishes should be recognizable in the product specifications.
Claim and Reality? Lane Keeping Assistant: the Conflict Between Expectation and Customer Experience
(2018)
In a current customer study with over 50 subjects, the customer wishes/acceptance of the Lane Keeping Assistance System were tested, evaluated and compared over 4000 km in a real road test. As a result, a considerable amount of potential can be seen for improvement in terms of customer acceptance for all three Lane Keeping Assistance Systems tested. The feeling of safety is the most important criterion, followed by the HMI and the edge guide. Furthermore, specific properties can be derived from the study, which must be fulfilled from the customer's point of view in order to fulfil the customer's wishes. There was a clear "GAP" between the degree to which the criteria were met and their importance. Only 27 % of customers would finally buy the LKAS on the basis of the product quality they have experienced. The results show that, in addition to differentiated expectations, there are primarily knowledge and experience-based deficits. Although a large part of the ADAS is known, only a few of the drivers surveyed have system expertise. Furthermore, it becomes clear from the questions according to Kano that, in addition to the pure transfer of knowledge, above all the subjective experience of the systems contributes to the enthusiasm of the users and to the increase in acceptance, provided that the first contact with the Lane Keeping Assistance represents a successful experience. Therefore, more attention should be paid to the capabilities and needs of end-users when designing vehicles. ADAS have the potential to counteract people's performance limitations, to support you where people reach their limits. However, only under the condition that they find acceptance in the target group and are used safely. The system is only used if it has the system behavior expected by the driver and he can therefore trust the system. Arndt also points out that too little confidence in ADAS means that it is not used. However, in the same context, she stresses that too much confidence can tempt the driver into relying too much on the ADAS, leading to system abuse. In addition to technical feasibility, knowledge of the requirements, needs and wishes of drivers is indispensable for their acceptance and use. Therefore, the recommendation to automotive manufacturers and suppliers is to involve various user groups in the product development process as early as possible, for example using the QFD method. In this way, ADAS are developed that meet the expectations of the customers. Especially the emotional comfort experience of the users, like lack of system trust, fear of negligence, distraction, paternalism and loss of control, will gain importance with increasing degree of automation. In order to lay the foundation for the acceptance of current developments in the field of highly automated and autonomous driving, drivers must develop a comprehensive system understanding and trust in comparison with today's ADAS of level 2 functions. Acceptance and trust in ADAS depends largely on a suitable and transparent human-machine interface. This theory has been also proven in this study. The customer wants to be informed about the current status of the system at any time during the journey via an understandable display concept and to be clear. He wants a predictable system that gives him enough time to intervene in the event of a system crash due to system limitations. In current systems, the warning comes - if at all - at the time of the drop. The driver has often already crossed the lane limit. Taking human situational awareness into account, such a short-term warning is critical. In addition, users' expectations for a Lane Keeping Assistance System do not always match the system's functionalities. According to the participants, the current system design does not offer any added value, as the driver must be ready to intervene at all times. This means that the driver not only has the task of checking himself for his primary task of driving, but must also monitor the availability of the system and prepare himself for unforeseen, in some cases also unforeseen drops off of the system. Since human hands over control to the vehicle, trust and the associated acceptance plays a central role. Ultimately the break-out of automated driving will decide on customer acceptance. "If only the engineer realizes the differences and understands the system, the customer has no benefit". The findings of the study show that in ADAS/AD development, the human being, or rather the customer should be placed much more at the center of development. Furthermore, it is necessary to focus on driving attributes and the driving experience in the sense of an attribute-based development.