1. Sophia Antipolis, 30-31/08/2005ETSI User Group#241 Bruno von Niman ETSI TC HF Vice Chairman & STF285 Leader STF285 (TC HF): Enabling and improving the use of mobile e-services

2. Sophia Antipolis, 30-31/08/2005ETSI User Group#242 Standards!

3. Sophia Antipolis, 30-31/08/2005ETSI User Group#243 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. Sophia Antipolis, 30-31/08/2005ETSI User Group#244 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. Sophia Antipolis, 30-31/08/2005ETSI User Group#245 Address the needs of all users

6. Sophia Antipolis, 30-31/08/2005ETSI User Group#246 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

7. Sophia Antipolis, 30-31/08/2005ETSI User Group#247 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.asphttp://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

8. Sophia Antipolis, 30-31/08/2005ETSI User Group#248 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. Sophia Antipolis, 30-31/08/2005ETSI User Group#249 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. Sophia Antipolis, 30-31/08/2005ETSI User Group#2410 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. Sophia Antipolis, 30-31/08/2005ETSI User Group#2411 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. Sophia Antipolis, 30-31/08/2005ETSI User Group#2412 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. Sophia Antipolis, 30-31/08/2005ETSI User Group#2413 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. Sophia Antipolis, 30-31/08/2005ETSI User Group#2414 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. Sophia Antipolis, 30-31/08/2005ETSI User Group#2415 Thank you! Questions? http://portal.etsi.org/STFs/HF/STF285.asp (http://portal.etsi.org/STFs/HF/STF231.asp, for the background reference)http://portal.etsi.org/STFs/HF/STF231.asp Questions, details, contributions: bruno@vonniman.com