1. 2006-06-14TTeC 2006 User experience design guidelines for telecare services (in development) Torbjørn Sund ETSI STF 299 (Telecare User Experience) torbjorn.sund@telenor.com torbjorn.sund@telenor.com

2. 2006-06-14 TTeC 2006 2  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?

3. 2006-06-14 TTeC 2006 3  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?

4. 2006-06-14 TTeC 2006 4 Partnerships ETSI partnerships ITU-T ITU-R JTC1 GTSC GRSC WIMAX forum NENA CITEL CCSA DVB Project EBU GSMA IEEE IPv6 Forum TETRA MoU (70 altogether) International bodies Interregional Co-operation CENELEC CEN Europe

5. 2006-06-14 TTeC 2006 5 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) (Chin a)

6. 2006-06-14 TTeC 2006 6 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

7. 2006-06-14 TTeC 2006 7 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-wide  Open interfaces:Allow additional functions, public or proprietary  Open markets:Interoperability, users are not locked in with one supplier or service provider

8. 2006-06-14 TTeC 2006 8 TC EE Environmental Engineering TC ERM EMC and Radio Spectrum Matters Status: 2006-04-28 TC HF Human Factors JTC Broadcast EBU/CENELEC/ETSI ECMATC32 Standardizing information & communication systems TC TISPAN Telecoms & Internet converged Services & Protocols for Advanced Networks TC SES Satellite Earth Stations & Systems TC MTS Methods for Testing & Specification TC ESI Electronic Signatures & Infrastructures TC TETRA Terrestrial Trunked RADIO TC DECT Digital Enhanced Cordless Telecommunication Technical Committees TC SCP Smart Card Platform TC AT Access and Terminals TC MSG Mobile Standards Group TC RT Railway Telecommunications TC TM Transmission and Multiplexing TC LI Lawful Interception TC PLT PowerLine Telecommunications TC Safety Telecommunications Equipment Safety TC STQ Speech processing Transmission & Quality TC BRAN Broadband Radio Access Networks TC health eHealth and Telecare in prep

9. 2006-06-14 TTeC 2006 9 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

10. 2006-06-14 TTeC 2006 10 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

11. 2006-06-14 TTeC 2006 11 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.

12. 2006-06-14 TTeC 2006 12 Why Telecare? 2.0 2.5 3.0 3.5 4.0 4.5 1995200520152025203520452055 Year Ratio Persons Aged 16-64 to 65+ 10 15 20 25 30 35 40 45 50 UK Long Term Healthcare Cost (£B) Support Ratio 1 UK Long Term Healthcare Cost 2 1.Office for National Statistics, 2002. 2.Royal Commission Report into Long Term Care, 1999.

13. 2006-06-14 TTeC 2006 13 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

14. 2006-06-14 TTeC 2006 14 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

15. 2006-06-14 TTeC 2006 15 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!

16. 2006-06-14 TTeC 2006 16 User centred integration of telecare services TELECARE INTEGRATED MODEL METHODOLOGICAL APPROACH PROVIDED SERVICES Electronic Assistive Technologies Home Safety & Security Monitoring USERS Disabled people Elderly people Carers Information Provisioning Personal Monitoring Design for AllIndependent LivingEthics Policy Makers Standard Developers Infrastructure Providers Service Providers Device and Application Developers Equipment Suppliers Sustainability UNIFIED ACCESS POINTS ASSESMENT COORDINATION

17. 2006-06-14 TTeC 2006 17 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

18. 2006-06-14 TTeC 2006 18 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

19. 2006-06-14 TTeC 2006 19 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. …

20. 2006-06-14TTeC 2006 Thanks for your attention Your input and comments are welcome For more information: http://www.stf299.org Comments and input : post@stf299.org http://www.stf299.org post@stf299.org or bruno@vonniman.com (STF Leader)