Bruno von Niman

Sophia Antipolis, 30-31/08/2005 ETSI User Group#24 1

Bruno von Niman

ETSI TC HF Vice Chairman &

STF285 Leader

STF285 (TC HF):

Enabling and improving the use of mobile e-services


Standards!


User experience of telecommunication 1876- 1993

Plain telephone calls to and from the one, wired device

Intelligent agent controlled through natural speech- the Operator

Feedback provided as context and location-related information

The major end user improvements: the handset and push buttons

After early 1990s: personal, mobile, converging, multimodal, universal


User experience of telecommunication 1993- 2005

ICT plays a key role in everyday life Number of mobile subscriptions larger than number of

fixed line subscriptions Capabilities emerge Growth driven by voice-centric users and mobile services Getting over hurdle of first installation and configuration Connectivity and interoperability Ever-smarter mobile devices Complexity e-Society


Address the needs of all users


Guidelines for generic user interface elements

for mobile terminals and services

ETSI Guide 202 132 (produced by STF231)

Document suggesting further work within the addressed areas


Background information- STF285 (1/2): Enabling and improving the use of mobile e-

services

Work started in April 2005, ready end 2006 Two ETSI Guides under development:

User education Setup procedures

Latest version of both draft EGs and STF details available at: http://portal.etsi.org/STFs/HF/STF285.asp

Public consultation September 2005: Workshop at Mobile HCI January 2006: Workshop (hosted by Siemens/BenQ) Numerous presentation, dissemination and consensus

building activities

http://portal.etsi.org/STFs/HF/STF285.asp




Background information- STF285 (2/2): Enabling and improving the use of mobile e-

services

Contracted experts representing Nokia, Siemens, Sony Ericsson and Independent consultants

Takes into account previous work Open, result-oriented, pro-active work based on

consensus All results agreed with key players in the industry ETSI Guide to be published in 2006 Presentation of draft ETSI Guides- pls see the

respective documents for details!


STF 285: Scope

Elaborate the previous work in two key areas: Set-up procedures User Education

Provide guidelines on both areas in order to support device and service design: Support users in first-time device and service set up Support users in using features and services Principles identifying minimum quality standards

Ensure a design-for-all approach (universal design) Outline solutions for ensuring access by the widest

possible range of users


Rationale for minimum standards in user guides (1/2)

User guides are frequently neglected by manufacturers.

Modern ICT devices are complex, miniaturised, evolving fast, used by novices, borrow inadequate UI concepts from computers, interact with other devices, have features based in device and others based in the network.

Bad user education leads to failure of feature set up, low or no service uptake, decreased trust in manufacturer and service provider.


Rationale for minimum standards in user guides (2/2)

The user guide is not complete (i.e. the information is not there);

The information cannot be found The language of the user guide is inadequate The structure of the guide is inadequate The explanation of how to use a feature is to abstract The information cannot be perceived adequately The functionality / software implementation is not

frozen at the time the user guide has to be completed


Areas Covered: User Guides

Legal and safety Localisation User characteristics User education in product

life cycle Factors influencing usage Generic guidelines Paper-based user guides User guides in the device

Web-based user guides User guides on CD-ROMs

Audio user guides User groups and for a User education and design

for all Evaluation of user

education


Rationale for minimum standards in set-up procedures

Failure to set up successfully mobile devices and services leads to low or no service uptake, decreased trust in manufacturer and service provider.

Mobile devices and services are complex and abstract, and cannot always be pre-installed by the manufacturer.

Trends that underline the importance of the issue: Changing population demographics Population mobility Increasing user expectations The deployment of advanced social services Access to services by all Increasing variability in the segmentation of customers


Areas Covered: Set-up Procedures

Importance of set up procedures

Previous work Initial set up and product

replacement Life cycle, user activity

and context of usage Use cases for set-up

activities

Generic set-up guidelines Terminal-specific set-up

guidelines e-service-specific set-up

guidelines Set-up procedures and

design for all Development and

evaluation of set-up procedures


Thank you!

Questions?


(http://portal.etsi.org/STFs/HF/STF231.asp, for the background reference)

Questions, details, contributions:[email protected]



Documents

Bruno von Niman