Usage and usability considerations for SIRLAN solution success

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Usage and usability considerationsfor SIRLAN
solution success
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Objectives and MethodResults - residential
service usersResults - contractorsConclusion
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• Objectives concerning residential users
• Identify key factors in residential gateway
  context
• Identify main user activities
• Generic activities for all services
• Particular activity groups and interaction styles
• Provide recommendations for
• User acceptance
• UI design

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• Objectives concerning contractors
• Meaning of use
• Evaluate if the concept makes sense for
  contractors
• Anticipate potential acceptance
• Identify main issues to address in order to make
  the concept accepted

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• Objectives concerning contractors
• Analysis of practices
• Analyse contractor practices when installing and
  configuring a home automation system
• Anticipate activity evolutions
• Provide acceptance, design and HMI
  recommendations

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• Users
• Selection of representative subjects
• 18 residential service users
• 13 contractors (meaning of use diagnostic)
• 16 contractors (practices analysis)

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• Method for residential users
• Exploratory study

Simulated environment
Hypotheses elaboration (services, activities,
interactions) Scenarios Mock-ups Questionnaires
Observation of scenario execution Interviews
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• Method for contractors
• Meaning of use study (CAUTIC Method)
• Structured interviews around the presentation of
  the concept/product to be evaluated
• Evaluation based on predefined criteria
• User profiles

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• Method for contractors
• Analysis of practices
• Semi structured interviews
• Observations of scenario based execution of
  activities

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Objectives and MethodResults - residential
service usersResults - contractorsConclusion
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• Familial use of services
• Several individual profiles
• Identification for service access
• Individual VS familial subscription
• Payment methods

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• User identification
• Method adapted to the need
• Users require minimum of effort
• Variety of user preferences

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• Subscription to services
• Help users to find and select services
• Factors influencing subscription
• Information about the service
• Certification of service providers
• Price and parameters influencing the price
• Subscription terms
• Subscription feedback

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• Service payment
• Payment method adapted to context and user
• ex. classical methods for high amount
• ex. direct debit for monthly use
• ex. virtual account or smart card for family use
• part of the user profile
• Users do not want their card number being sent
  through network (even secured)

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• Main user concerns (1)
• Security
• Personal data (network, server, service
  providers)
• Transactions
• Home gateway access from the outside
• Confidentiality and preservation of private life
• Big brother feeling
• Data used as marketing means (consumer profiles)

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• Main user concerns (2)
• Quality of service
• Reliability and integrity of providers and
  operators
• Efficiency
• Control
• Parameters definition
• Service execution and life cycle
• Private environment

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• Interaction with services (1)
• Environment challenges
• User mobility
• Non traditional physical positions
• Multi-tasking activities
• Remote interaction from outside
• User attitude different in house environment

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• Interaction with services (2)
• Diversity in services and user activities
• Direct and postponed control
• Programming
• Information and data exchange (user-service)
• Communication (user-user)
• Transactions

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• Interaction with services (3)
• Interaction styles and devices
• User, context and task
• Existing technologies and products
• Project constraints (price, technical challenge,
  etc.)

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• Interaction with services (4)
• Separate UI for each service
• Clear and simple service access
• Need for combining some functions
• Lack of consistency

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Objectives and MethodsResults - residential
service usersResults - contractorsConclusion
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• Meaning of use study (CAUTIC Method)
• 15 criteria evaluating if the user can
• assimilate the new technique to its technical
  expertise
• integrate the innovation in its current practices
• appropriate the innovation to his private and
  professional identity
• adapt the innovation to his environment

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• Gateway installation and assistance service
  concepts
• General results
• Concepts difficult to understand
• Confusion between different levels

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• Gateway installation and assistance service
  concepts
• Difficulties
• Global system view
• WAN (security and reliability)
• Step by step assistance for installation (big
  brother feeling), especially for LAN part
• Confidential aspect of private life for users

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• Gateway installation and assistance service
  concepts
• Interests
• In the form of training for the first
  installations
• Hot line service during installation
• For WAN part only
• In the future
• A way to distinguish from competitors
• Quality certification

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• Analysis of contractor practices
• Different contractor profiles
• Domestic electrician
• Domoticist (Home Building automation
  specialist)
• Product specialist (alarm, window blinds, etc.)

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• Analysis of contractor practices

Small Systems
Advanced Systems
Remote services
Yes
No
Yes
Computer using
Yes
No
?
Interface (screen buttons)
No
Yes
?
Global system
Yes
No
No
Bus
No
Yes
?
Domestic Electrician
Domoticist
Product Specialist
? depends on speciality
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• Analysis of contractor practices
• Some common concerns
• Opinion about the residential user
• Expectation toward manufacturers

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• Analysis of contractor practices
• Installation activities
• Physical part (wiring, connecting, etc.)
• Configuration

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• Design considerations for configuration
• Language is an important issue
• Configuration activity similar to software coding
• Not an intuitive task
• Need for a global view of the configuration
• Need for tools to support the process
• Different styles and approach
• Selection of meaningful information

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Objectives and MethodResults - residential
service usersResults - contractorsConclusion
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• Address user/contractor concerns
• Ethic rules for service providers
• Quality certification
• User in control
• Security feeling
• Support user/contractor activities
• Speak the user language

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• User interfaces challenges
• Simplicity
• Adaptability and flexibility
• Consistency