Download - 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
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Standards!
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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
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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
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Address the needs of all users
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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
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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
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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!
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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
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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.
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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
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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
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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
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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
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Thank you!
Questions?
http://portal.etsi.org/STFs/HF/STF285.asp
(http://portal.etsi.org/STFs/HF/STF231.asp, for the background reference)
Questions, details, contributions:[email protected]