Airport Security Screener Problem-Solving Knowledge and Implications

Objective This research investigates security screeners’ knowledge and the effect that differences in knowledge have on the performance of problem-solving activities. We argue that the development of problem-solving knowledge enables security screeners to perform effective problem-solving activity, which assists search and decision-making processes. Background Airport security screening research has investigated the many variables that affect security screeners’ search and decision making during simulated threat-detection tasks. Although search and decision making are essential aspects of security screening, few studies have investigated the problem-solving knowledge and activities that support security screening task performance. Method Sixteen more-experienced and 24 less-experienced security screeners were observed as they performed x-ray screening in the field at an Australian international airport’s departure security checkpoint. Participants wore eye-tracking glasses and delivered concurrent verbal protocol. Results When interacting with other security screeners, more-experienced screeners demonstrated situational knowledge more than less-experienced screeners, whereas less-experienced screeners experienced more insufficient knowledge. Lag-sequential analysis using combined data from both screener groups showed that situational knowledge facilitated effective problem-solving activity to support search and decision making. Insufficient knowledge led screeners to seek assistance and defer decision making. Conclusion This study expands current understandings of airport security screening. It demonstrates that security screeners develop knowledge that is specific to problem solving. This knowledge assists effective problem-solving activity to support search and decision making, and to mitigate uncertainty during the x-ray screening task. Application Findings can inform future security screening processes, screener training, and technology support tools. Furthermore, findings are potentially transferable to other domains.