2006-06-14ttec 2006 user experience design guidelines for telecare services (in development)...
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2006-06-14 TTeC 2006
User experience design guidelines for telecare services
(in development)
Torbjørn Sund ETSI STF 299 (Telecare User Experience)
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ETSI: European Telecommunications Standardisation Institute
ICT standards organization, private not for profit
Created 1988, is now an internationally recognized multinational SDO
Global membership (670+ Members, 80% industry, 20% overseas)
Worldwide industrial hits (fixed, mobile, broadcast)…
Favours partnerships (regional/technical)
Founding partner and home of the 3GPP (3rd Generation Partnership
project) (EU/US/China/Japan/Korea)
Broadcast (EBU/CLC)
Interoperability services (test specs, test
suites, interop testing-”PlugTests”)
All deliverables available free of charge
http://www.etsi.org
http://portal.etsi.org
What is ETSI?
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STF: Specialist Task Force
An STF is a team of experts working together over a pre-
defined period to draft an ETSI standard or technical report,
under the guidance of an ETSI Technical Body and with the
support of the ETSI Secretariat. The task of the STF is to accelerate the standardisation
process in areas of strategic importance and in response to urgent market needs.
STF work is normally done by the experts in common sessions in the ETSI premises of Sophia Antipolis.
Experts for STFs can be proposed by ETSI Members or supported by ETSI Members.
What is an STF?
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PartnershipsPartnerships
ETSI partnerships
ITU-TITU-T ITU-RITU-R JTC1JTC1
GTSC
GRSC
• WIMAX forum• NENA• CITEL• CCSA• DVB Project• EBU• GSMA• IEEE• IPv6 Forum• TETRA MoU• (70 altogether)
Internationalbodies
InterregionalCo-operation
CENELECCENELECCENEurope
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Global Standards Collaboration
Interregional collaboration on selected standardization subjects between
ISACC (Canada)
ATIS (USA)
TIA (USA)
ITU(International)
TTC(Japan)
TTA(Korea)
ACIF(Australia)
ARIB(Japan)
(China)
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ETSI focus on standards
Technical interoperability: Between systems (end-to-end interface, protocols) Between building blocks (system architecture) Between components (component design)
Reduce costs Component-based development Shorter development cycles Easy integration
Expand markets Enable competition Faster learning Create trust and confidence in products Testing:
Conformance tests Interoperability tests
Market validation Systems integration Project coordinator
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Open process
Open meetings: All stakeholders may participate in the standards development process
Consensus: All interests are discussed and agreement found
Due process: Balloting and appeal process may be used to find resolution
Open IPR: IPR holders must identify themselves during standards development process
Open access: Open access to all deliverables Open World: Same standard for the same function
world-wideOpen interfaces: Allow additional functions, public or
proprietary Open markets: Interoperability, users are not locked in
with one supplier or service provider
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TC EEEnvironmental
Engineering
TC ERMEMC and
Radio Spectrum Matters
Status: 2006-04-28
TC HFHuman Factors
JTC BroadcastEBU/CENELEC/ETSI
ECMATC32Standardizing information &
communication systems
TC TISPANTelecoms & Internet
converged Services & Protocols for
Advanced Networks
TC SESSatellite Earth Stations
& Systems
TC MTSMethods for Testing &
Specification
TC ESIElectronic Signatures
& Infrastructures
TC TETRATerrestrial
Trunked RADIO
TC DECTDigital Enhanced
CordlessTelecommunication
Technical Committees
TC SCPSmart Card Platform
TC ATAccess and Terminals
TC MSGMobile Standards Group
TC RTRailway
Telecommunications
TC TMTransmission
and Multiplexing
TC LILawful Interception
TC PLTPowerLine
Telecommunications
TC SafetyTelecommunications
Equipment Safety
TC STQSpeech processing
Transmission & Quality
TC BRANBroadband Radio Access Networks
TC healtheHealth and
Telecare in prep
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ETSI activities in Telecare
ETSI Technical Report:
Title: Telecare services; Issues and recommendations for
user aspects
Objective: To “set the scene” so that that human factors
aspects are duly considered in Telecare
Finished by: August, 2005
Available at: http://portal.etsi.org/STFs/HF/STF264.asp
Contents:
• Introduction to telecare
• Characteristics of telecare solutions
• Drivers, enablers and obstacles
• Stakeholders’ requirements and goals
• Human Factors recommendations for telecare solutions
• Conclusions and recommendations
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ETSI activities in Telecare
ETSI Guide (under development):
Title: User experience guidelines; Telecare services (e-
Health)
Objective: human factors and user experience design
guidelines for every lifecycle stage of Telecare
Started: February, 2006
To be finished by: End of 2007
Information: http://portal.etsi.org/STFs/HF/STF299.asp
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ETSI and e-health
The EU Commission has encouraged ETSI to continue its e-Health work and has already promised funding for 2007.
Creation of starter group to prepare a Technical Committee
Need for standardization: Basic level: by mid 2004, a European Health Identity
Card (EHIC) shall be introduced (already achieved). National level: by 2005, EU member states are required
to develop national and regional e Health strategies. Interoperability level: by 2006, national healthcare
networks should be well advanced in their efforts to exchange information, including client identifiers.
Networked level: by 2008, health information and services such as e-prescription, e-referral, telemonitoring and telecare, are to become commonplace, accessible over both fixed and mobile broadband networks.
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Why Telecare?
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Support Ratio 1 UK Long TermHealthcare Cost 2
1. Office for National Statistics, 2002.2. Royal Commission Report into Long Term Care, 1999.
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Telecare is…
ICT-enabled delivery of health and social care services to individuals within the home or a wider area, involving clients, carers and coordination agents.
A Business-to-Consumer (B2C) service model, including: information and communication services; safety and security monitoring; personal monitoring; electronic assistive technologies.
NOT telemedicine, a service offered to and used by healthcare professionals! a Business- to-Business (B2B) service model
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Evolution of Telecare Services
1st Generation Social alarms - dispersed panic alarm with pendant and
pull cords Addition of passive sensors for auto alerts An existing care intervention package
2nd Generation Telecare systems - adaptive, personalised but event
driven Exhibits aspects of reasoning An emerging care intervention package
3rd Generation Well-being analysis - pre-emptive, long term trend
analysis Migrates Telecare from a crisis safety net to an
assessment tool Will enable intervention outcome measures and
optimisation
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Rationale for our work
Telecare must move from the research phase to the commercial phase / real world, considering:
Intuitive and simple user interfaces Reliability Security and privacy issues Interoperability Business models
A user centred approach is required!
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User centred integration of telecare services
TELECARE INTEGRATED MODEL
METHODOLOGICAL APPROACH
PROVIDED SERVICES
ElectronicAssistive
Technologies
Home Safety &Security
Monitoring
USERSDisabled peopleElderly people
Carers
InformationProvisioning
PersonalMonitoring
Design for All Independent Living Ethics
PolicyMakers
StandardDevelopers
InfrastructureProviders
ServiceProviders
Device andApplicationDevelopers
EquipmentSuppliers
Sustainability
UNIFIED ACCESS POINTS ASSESMENT COORDINATION
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Some telecare scenarios
Scenario 1: Local authorities using a commercial telecare offering based on community matrons
Scenario 2:Retired engineer with a chronic heart disease and a new smartphone
Scenario 3:Pregnant woman with mildly elevated blood pressure (pre-eclampsia), needing surveillance
Scenario 4:Old male living alone, profoundly deaf and suffering from kidney malfunction
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Life-cycles and stakeholders
Life-cycles: Research Development Manufacturing Service provisioning
Stakeholders: Users: Clients, carers (professional and informal) Care service providers Buyers and procurers Developers Communication access providers
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Guideline example
Generic guideline G2: G2: Provide clear, easily understandable and accessible service instructions.
Guideline(s) to users:None
Guideline(s) to care service providers: G2.1: Avoid the use of medical jargon when possible.
Guideline(s) to buyers and procurers: G2.2: Require the availability of understandable user guides for the specific product version, translated to the languages used by the target user group, in the format preferred by them.G2.3: Require the elements of the telecare service provided to be configured and set up for access and use, including user parameters.
Guideline(s) to developers and access providers:G2.4: Provide understandable, usability-tested and accessibility-certified written instructions with readable and adjustable font sizes, in the user’s preferred languages.G2.5: Avoid the use of technical and medical jargon.…
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Thanks for your attention
Your input and comments are welcome
For more information:http://www.stf299.org
Comments and input :[email protected]
(STF Leader)