Bruno von Niman

1
Bruno von Niman
STF285 (TC HF) Enabling and improving the use
of mobile e-services

• ETSI TC HF Vice Chairman
  
• STF285 Leader

2
Standards!
3
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

4
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

5
Address the needs of all users
6
Guidelines for generic user interface elements
for mobile terminals and servicesETSI Guide 202
132 (produced by STF231)Document suggesting
further work within the addressed areas
7
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/STF28
  5.asp
• Public consultation
• September 2005 Workshop at Mobile HCI
• January 2006 Workshop (hosted by Siemens/BenQ)
• Numerous presentation, dissemination and
  consensus building activities

8
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!

9
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

10
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.

11
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

12
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

13
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

14
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

15
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
• bruno_at_vonniman.com