ETSI/OCG35(08)XX

Optimizing the (Basic) User Experience throughGuidelines for Generic 3G UI Elements

(ETSI DEG 202 972)

Matthias Schneider, Nokia GroupETSI TC Human Factors

STF322 ExpertUMTS Forum GA, London, 13th November 2008

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Outline

1. ETSI and TC Human Factors

2. Introduction and rationale: Generic UI elements and guidelines

3. ETSI EG 202 132 (2G Generic UI Guidelines)

4. ETSI DEG 202 972: Human Factors; User Interfaces; Guidelines for Generic User Interface Elements for 3G/UMTS Mobile Devices, Services and Applications

5. Q&A (even better: please interrupt!)

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ETSIThe home of the GSM standards

and ISDN, DECT, DAB, DVB, Relay services,

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ETSIand a founding Partner in

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What is ETSI?

ETSI, the European Telecommunication Standards Institute A European standards organization, active in all ICT areas Independent, non-profit, created in 1988 720 members from 67 countries on 5 continents Officially recognized and co-funded by the EU & EFTA Setting globally-applicable standards for:

Telecommunications (in general) Radio communications (especially mobile) Broadcasting, and Related topics

Offering direct participation of all members More than 20,000 publications

All available for free at www.etsi.org

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3GPPPlease visit http://www.3GPP.orgor contact 3GPPContact@etsi.org

3GPPPlease visit http://www.3GPP.orgor contact 3GPPContact@etsi.org

TISPANPlease visit http://www.TISPAN.orgor contact TISPANsupport@etsi.org

TISPANPlease visit http://www.TISPAN.orgor contact TISPANsupport@etsi.org

ETSIPlease visit http://www.ETSI.orgor contact helpdesk@etsi.org

ETSIPlease visit http://www.ETSI.orgor contact helpdesk@etsi.org

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Address the needs of all users

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ETSI TC HF (Technical Committee Human Factors)

Responsible for human factors issues in all areas of telecommunications

Responsibility to ensure ETSI takes account of the needs of all users

Produces standards, guidelines and reports that set the criteria necessary to ensure the best user

experience of converging ICT technologies

Chairman: Stephen Furner (BT, UK) Vice Chairmen: Bruno von Niman (ITS, Sweden)

Mike Pluke (Castle Consulting, UK)

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Some recent ETSI HF Deliverables Requirements for assistive technology devices in ICT Generic spoken commands for ICT (5/30 languages) Guidelines for ICT products and services: Design for All 12-key keypad characters: sorting orders and assignments

(28/101 languages) Multimodal interaction, communication and navigation Telecare User Experience design guidelines Enabling and improving the use of mobile e-Services: User

education and Setup procedure guidelines Multicultural aspects of ICT Accessibility requirements for public procurement (EC M376) Guidelines for generic UI elements of mobile terminals and

services (GSM/GPRS and now 3G/UMTS)

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Introduction and rationale: Generic UI elements and guidelines

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The Usability Gap Featurism - product complexity increasing Range of mobile technology users globally broadened

user specialisation

the "Usability Gap"

product complexity

time

low

high

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Decreasing the Usability Gap Possible ways to decrease complexity include:

understanding of user needs, excellent user interfaces, innovation, simplicity of setup and configuration, personalization capabilities, ease of operation.

Also the usability gap can be helped by: technological advances, e.g. natural interaction/direct manipulation

speech recognition, touch screens ICT maturity.

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Rationale for generic UI elements (1/3) Manufacturers differentiate their products through industrial and

screen design, feature sets and UIs Generic UI elements are accepted

in safety-relevant products (e.g. cars), for products to be used by many people (products in public or work

environments), and In UIs following de-facto standards (GUIs in PC software or musical

instruments).

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Rationale for generic UI elements (2/3)

Generic UI elements result from de-facto standards (e.g. GUIs), and from official standardisation (e.g. keypad arrangement on

public phones). Generic UI elements potentially benefit all,

end users, manufacturers, and service providers.

Can facilitate the uptake of new and emerging technologies and user interfaces, e.g.: ETSI ES 202 130 Character repertoires, ordering rules

and keypad assignment, or ETSI ES 202 076 Generic spoken command vocabulary

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Rationale for generic UI elements (3/3) Basic considerations of what makes a UI area a candidate for

generic UI elements: No barrier to innovation No obstacle to good product-specific user interfaces Only the semantic of a generic user-interface element should be

specified, not the actual design and implementation End-user aspects, such as learnability, familiarity, trust, configuration

and access Commercial aspects (quicker uptake of new technologies, larger user

base) Legal requirements and possible regulation

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Guidelines for generic UI elements? For mobile???

12-key keypad character repertoire, mapping and sorting (ES 202 130): Inconsistent, expensive, time-consuming Irrelevant as a mean for competition, Confusing to the user Industry initiative lead to ETSI Standard for 28 languages, expanded to 101

Spoken command vocabulary (ES 202 076) A considerable effort made together

better than anyone would have done it alone ETSI Standard for 5 languages, now expanded to 30

Accessibility design guidelines Multimodal design guidelines, et cetera Enabling and improving the use of mobile e-Services (EG 202 416 and

EG 202 417) Generic UI design guidelines

2G and GPRS 3G and HSPA (under developement)

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ETSI Guide 202 132: Generic UI elements for mobile devices and services (the 2G Guide)

Bruno von Niman(Ericsson; vonniman consulting, ITS Sweden)

Riitta Jokela Martin BckerNokia Siemens

Kristoffer berg Mike Pluke Sony Ericsson Telenor (supp.)

Matthias Schneider- Hufschmidt Siemens

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GSM and GPRS-specific Guidelines

1. Terminology, symbols, acoustic signals and user guides

2. Configuration for service access, interworking, portability and error handling (now superseded by EG 202 416 the Setup guidelines)

3. Terminal and network related generic UI elements (chapter 9)

4. Service and application specific UI elements (chapter 10)

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World Class StandardsTerminal and network related generic UI

elements (chapter 9)9.1 International access code9.2 Safety and security indicators9.3 Text entry, retrieval and control9.4 Accessibility and assistive terminal interfaces9.5 Common keys9.6 Language selection mechanisms9.7 Voice and speech user interfaces9.8 Users data privacy, security and access control9.9 Telephone number format and handling9.10 Universal addressing in converging networks9.11 Synchronization and back-up

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Service and application specific UI elements (chapter 10)

10.1 Emergency call services10.2 Voice call services10.3 Video call services10.4 Mobile browsing and Internet services10.5 Positioning-related services10.6 Service and content presence, availability and connectivity10.7 Payments, cost of services and content10.8 Messaging services10.9 Instant mobile messaging services

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ETSI STF 322 (developing the 3G Guide)

Co-funded by ETSI Members and EC/EFTA Leader and Experts:

Bruno von Niman (ITS (SE), vonniman consulting) STF Leader Matthias Schneider (Siemens/BenQ Mobile/Nokia Group) Pekka Ketola (Nokia) David Williams (Motorola/Majire/Asentio Design)

Follow up EG 202 132 (STF231), focus on the 3G-specific aspects Final draft DEG 202 972 under developement Available at http://portal.etsi.org/stfs/STF_HomePages/STF322/STF322.asp

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Scope of the 3G-centric work Expand the scope of EG 202 132 (August 2004) to 3G-specific issues

Address specific 3G key issues from the end user's perspective providing guidance for generic UI elements

Simplify end-user access to ICT through 3G/UMTS devices without restricting market players ability to develop their offering

Consider user requirements and integrate available results of standardisation work providing implementation-oriented guidance

Do not limit options to trademark UIs or profile the user experience of brand-specific UI implementations as a competitive edge

Adopt a Design-for-All approach Where reasonable and possible

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by the 3G work (in DEG 202 972) (1/2)

Introduction of the present draft Scope, methodology, topics Approach Requirement collection Consensus building through workshops and other activities

Infrastructure and device-related guidelines (chapter 5) 5.1 Managing quality of service and cost of connectivity 5.2 Internet access 5.3 Always-on, always on-line 5.4 Specialized UIs (Terminology, symbols and auditory signals updated)

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World Class StandardsReview of 3G/UMTS specifics addressed

by the 3G work (in DEG 202 972) (2/2) Guidelines for services, media and applications (chapter 6)

6.1 Data-intensive services and applications 6.2 Distributed, non-device-native (local and remote) UIs 6.3 Customization, personalization and operator-bundled packages 6.4 Services of public interest (societal services/ services to the public) 6.5 Mobile Internet development guidelines (Terminology, symbols and auditory signals)

Guidelines for other (related) areas (chapter 7) 7.1 Application installation and software updates 7.2 Computer access 7.3 IMS-based application guidelines 7.4 3G-enabled accessibility applications 7.5 Trust (security, privacy and integrity) issues 7.6 In-car use (Terminology, symbols and auditory signals)

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More information, input and comments Further details and latest draft available at:

http://portal.etsi.org/stfs/STF_HomePages/STF322/STF322.asp

Comments and input welcome: bruno@vonniman.com, bruno.vonniman@etsi.org

Final draft target date: November 24, 2008 Matter of feedback received ETSI TB approval and ETSI Membership Vote to follow ETSI Publication in February 2009

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Thank you!

QUESTIONS?

bruno@vonniman.com, bruno.vonniman@etsi.org ormsch@usability-labs.de

The work carried out here is co-financed by the EC/EFTA, in response to the ECs ICT Standardisation Work Programme.