Human Factors: Investigating Intentional vs Unintentional Deviation on a Task

We see two types of deviation when people are performing tasks.

Unintentional deviation from a process or procedure is an inadvertent omission. We hear phrases such as, “I forgot,” “I didn’t know,” or “I overlooked that.”

Intentional deviation from a process is when there are either intended negative results (a malicious act) or intended positive results (the person had a “better” way).

Stopping at “complacency,” “human error,” or “procedure not followed” without digging to determine the causes behind the deviation will limit the effectiveness of your solution set.