Paving the way to future mobility, teleoperation of vehicles promises a reachable solution to effectively use the benefits of automated driving as long as fully automated vehicles (SAE 5) are not entirely feasible. Safety and reliability are assured by a human operator who remotely observes the vehicle and takes over control in cases of disturbances that exceed the vehicle automation’s skills. In order to integrate the vehicle’s automation and human remote-operation, we developed a novel user-centered human-machine interface (HMI) for teleoperation. It is tailored to the remote-operation of a highly automated shuttle (SAE 4) by a public transport control center and based on a systematic analysis of scenarios, of which detailed requirements were derived. Subsequently, a paper-pencil prototype was generated and refined until a click-dummy emerged. This click-dummy was evaluated by twelve control center professionals. The experts were presented the prototype in regular mode and were then asked to solve three scenarios with disturbances in the system. Using structured interview and questionnaire methodology, the prototype was evaluated regarding its usability, situation awareness, acceptance, and perceived workload. Results support our HMI design for teleoperation of a highly automated shuttle, especially regarding usability, acceptance, and workload. Participant ratings and comments indicated particularly high satisfaction with the interaction design to resolve disturbances and the presentation of camera images. Participants’ feedbacks provide valuable information for a refined HMI design as well as for further research.

Remote operation bears the potential to roll out highly automated vehicles (AVs, SAE Level 4) more safely and quickly. Moreover, legal regulations on highly automated driving, e.g., the current law on highly automated driving (SAE Level 4) in Germany, permit a remote supervisor to monitor and intervene in driving operations remotely in lieu of a safety operator on board AVs. In order to derive requirements for safe and effective remote driving and remote assistance of AVs and to create suitable human-centered design solutions for human-machine interfaces (HMIs) that serve this purpose, a set of 74 core scenarios that are likely to occur in public transport AVs under remote operation was compiled. The scenarios were collected in several projects on the remote operation of AVs across a variety of contexts including interviews with and observations of control center staff, video analyses from naturalistic road events, and interviews with safety operators of AVs. A hierarchical system that is based on interactions of central actors was used to structure the scenarios. The set explicates relevant cases in remote operation, which may help improve workplaces for remote operation both by combatting human factors issues such as distraction and fatigue, and by boosting usability, user experience, trust, and acceptance. As the catalogue of scenarios is not exhaustive, scenarios may be added as knowledge of the remote operation of AVs progresses. Further research is needed to validate and adapt the scenarios to specific conceptualizations of remote operations.