Why Use Cases Are Key to Command-and-Control Room Success

Written by Chuck Grothaus | May 20, 2025

Whether you’re managing the security operations of a bustling shopping center or overseeing the intricate systems that power a utility grid, there’s one thing every command-and-control room has in common.  

People.

Sure, these rooms can be packed with cutting-edge video walls, sophisticated control processors, and versatile KVM systems. However, the success of every command-and-control room AV implementation ultimately depends on how well you understand the operators’ tasks and challenges and how well the solution addresses them. 

We’ve been designing and implementing high-impact control rooms for 20 years. In that time, we’ve developed a proven process to ensure our solutions meet users’ needs and achieve your desired ROI.  

In this post, we share how use cases and user-centered design set you up for control room success. We also offer some criteria to help you assess command and control room AV vendors.

User-Centered Command and Control Rooms

The most crucial step when designing a command-and-control room is understanding – at an incredibly detailed level – how the space will be used. By focusing on use cases, you’re far more likely to:  

Narrow in on what adds value 
Meet the specific needs of your operation 
Ensure that your control room is purpose-built to support the people who rely on it every day

The number of potential use cases varies greatly depending on the complexity of your operation (i.e., how many variables are in play) and your industry (e.g., whether you’re highly regulated).  

Here’s an example scenario: A utility operator monitors the electricity grid during peak demand periods and identifies an imbalance caused by an unexpected spike in consumption. To address it, they follow this workflow:  

The operator receives an alert from a SCADA (Supervisory Control and Data Acquisition) system about a grid imbalance. 
Data from renewable energy sources (solar and wind farms) and traditional power plants are visualized on a DVLED video wall. 
The operator uses a KVM system to switch between the SCADA platform and predictive analytics software to evaluate potential power rerouting options. 
A control processor automates the prioritization of alerts, allowing the operator to focus on high-severity issues first.

Once you understand an operator’s daily tasks and challenges at this level of detail, then it’s time to consider additional factors such as:  

Ergonomics and operator comfort, which includes adjustable workstations, proper lighting, sight lines, noise control, and more.  
Intuitive interfaces that reduce cognitive load and provide easier access to all your data, such as simplified dashboards and clear alert prioritization. 
Seamless integration of workflows and tools that match real-world scenarios and your team’s dynamic.

Combining use cases with user-centered design principles creates an environment where operators can focus, perform, and excel—especially under pressure. (And they don’t need three, four, or five different keyboard and mouse layouts to do it.) 

“We have a lot of what’s called ‘tactical empathy’ for our clients,” says Nate Nice, Technical Services Manager at FORTÉ. “We know they have high-stress jobs, and we want to design solutions that make their lives a little easier. Our approach focuses less on the specific technologies and more on solving people’s problems.”

Questions to Ask Potential AV Partners

If you’re assessing AV systems integrators for your command-and-control room, make sure they prioritize detailed use cases and align every decision with your team’s real-world needs. Here are some questions you could ask:

How do you approach understanding our specific operational workflows and use cases? 
How do you ensure your design solutions align with operator needs and real-world scenarios? 
How do you involve end-users in the design process? And how do you incorporate their feedback throughout the design and implementation process? 
Can you provide examples of past projects where user experience was a key focus? 
Can you describe how you’ve designed systems tailored to unique cases in similar industries? 
How do you balance meeting current use case requirements with designing for future scalability?

Control Room AV Experts

When organizations approach us about their command-and-control room, they usually have a pressing pain point. As such, they tend to ask questions such as: Will a new solution meet our needs and expectations? Will the investment be worth it?   

In our experience, the only way to answer yes to those questions is to build a system around the user.  

Whether your legacy systems are struggling to keep up, your team needs more situational awareness, or you are facing cybersecurity concerns, our highly experienced team of control room AV experts can help. Contact us today to start the conversation. 

Need experts to assist with your control room or operations center technology? Contact us!

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