1. About CEN TC 224 WG 6 Convenor Adam Balfour ©HFS 2005 JTC 1 SWG-A N 002

2. Adam Balfour 2005 Goals and Agenda Goals Inform you about: TC 224 WG 6 Ask for advice: updating / new work Invite collaboration Agenda About Self service Issues related to access CEN TC 224 WG 6 - Scope, Deliverables & Work Items Concluding remarks 2 CEN TC 224 WG 6

3. Adam Balfour 2005 Self Service Society - User interface 3 CEN TC 224 WG 6 Person - person Replaced by Man-Machine: Challenges to communication / user interface

4. Adam Balfour 2005 Key societal services: self service 4 CEN TC 224 WG 6 Consequences - cannot use system? + learning

5. Adam Balfour 2005 User interface Elements: Colour 5 CEN TC 224 WG 6

6. Adam Balfour 2005 Input devices 6 CEN TC 224 WG 6

7. Adam Balfour 2005 UI Elements: Physical Accessibility 7 CEN TC 224 WG 6

8. Adam Balfour 2005 Lack of standardised users ! 8 CEN TC 224 WG 6

9. Adam Balfour 2005 User interface Elements 9 CEN TC 224 WG 6

10. Adam Balfour 2005 Scope Scope TC 224 Identifiacation Card Systems ”cross border, inter-sector interoperability - smart cards and card reading devices” Scope WG 6 Standardise ” Man-Machine Interface” to make it accessible 10 CEN TC 224 WG 6

11. Adam Balfour 2005 Membership TC 224 WG 6 11 CEN TC 224 WG 6 France - banking France - equipment supplier UK - User organisation UK- BSI Greece - Telecoms Norway - Consultant Norway - Standards organisation Sweden - Medical Poland - Card supplier

12. Adam Balfour 2005 Approaches 12 CEN TC 224 WG 6 Detailed design specification Dseign process Test methods Principles Usability Adaptable user interfaces

13. Adam Balfour 2005 Deliverables TC 224 WG 6 13 CEN TC 224 WG 6 EN 1332-1 User interface Dialog design principles EN 1332-2 Location & dimensions of a Tactile Identifier EN 1332-3 Keypads EN 1332-4 Coding of user requirements prEN 1332-5 Tactile marking - services Technical Specification ”Access ”

14. Adam Balfour 2005 Basis - work on TC 224 WG 6 14 CEN TC 224 WG 6 Software house - observation, video, task analysis, assessment of user interface (1989) Nordic User Requirements 1994 - Observation/ interview, task analysis EU TIDE Project 1040 SATURN - User Requirements - interviews, observation, scenario analysis, task analysis + 300 in 3 countries EN 1332-1 User interface - Amendent 1 - testing N +300 EN 1332-2 Tactile Identifier - 100 users, statistically sig. prEN 1332-5 Tactile marking - services Technical Specification ”Access ” - EU funded Project

15. Adam Balfour 2005 Part One: User Interface Dialog design 15 CEN TC 224 WG 6 Approach: User Interface Principles - entering, navigating, exiting system. Annex with icons, symbols, pictograms Status -to be revised/updated from 1995. Issues Take account of new handheld technologies/applications What is generic, application specific, vendor solution Take account of Universal Access

16. Adam Balfour 2005 Part Two: Tactile identifier 16 CEN TC 224 WG 6 Approach: Define locations and dimensions of notch. Basis for ETSI & ITU standard. Status -not subject to revision - highly controversial. Issues Highly controversial -challenge to technolgy/ space on card

17. Adam Balfour 2005 Part Three: Keypads 17 CEN TC 224 WG 6 Approach: Define locations of 0-9 and function keys on pad. Status subject to revision - controversial. Issues Controversial -challenge to different country standards/ application area standards/ suppliers Real user issues not covered - but to be included in revision Size of keypads & keys: handheld vs public terminals.

18. Adam Balfour 2005 Part Three: Layout variations 18 CEN TC 224 WG 6

19. Adam Balfour 2005 Part Three: Keypads ECBS/TC1/ WG 11 19 CEN TC 224 WG 6

20. Adam Balfour 2005 Part Three: Keypads - issues 20 CEN TC 224 WG 6 Size of keys Distance between keys Differentiation between keys Differentiating different types of keys Forces required to activate keys (2N- 20 N) Feedback - key activation - visual, tactile, sound Discriminability of key legends - visual, tactile Comprehensibility of icons, symbols, pictograms on keys (Mis)use of colour/ lighting Keys on screen (touch screens) Location of keys

21. Adam Balfour 2005 Part Three: Keypads - approaches 21 CEN TC 224 WG 6 Which approach? Define details in standard (e.g. Forces) Develop a test method Develop usability criteria Develop a design process standard Combination of above

22. Adam Balfour 2005 Part Four: Coding of users needs 22 CEN TC 224 WG 6 Approach: Adaptable user interfaces Code requirements on tag e.g. All information in English, Larger text, grey tone scale only, etc Code need - not users characteristics Could be stored on card, in PC, phone, terminal, host, etc Issues ? How to identify new requirements before new technologies mature Testing - does it work

23. Adam Balfour 2005 Part Five: Tactile marking of services 23 CEN TC 224 WG 6 Approach: Define tactile markings for services. Confirms which card you have. Different services - different embossing Status: CEN Vote Issues No input from ISO - now want to get involved. Controversial - technological, space, How to update card with new services? Multifunction cards

24. Adam Balfour 2005 Part ”Six”: TS ”Access to cardsystems” 24 CEN TC 224 WG 6 Approach: Define criteria for accessibility to card reading devices - physical, visual, acoustic. Based on EU funded project team. Status: CEN Vote Issues Highlly Controversial - legally binding - costly to implement Only TS - not standard -therefore not enforceable Different countries - /application areas - different codes Will need regular updating, ++

25. Adam Balfour 2005 Future activities 25 CEN TC 224 WG 6 Coding of user requirements on smart cards Electronic signatures – MMI Interactive TV, UMTS ? European Citizens Card Multi function card Revision of existing standards /reflect interactivity Self configurable smart cards (applications/services) Ubiquitous user interfaces

26. Adam Balfour 2005 Future activities 26 CEN TC 224 WG 6 ?

27. Adam Balfour 2005 Summary 27 CEN TC 224 WG 6 Self service Issues for consumers Scope of TC 224 WG 6 work Indicated areas where collaboration is required Invite collaboration Thank you for listening

28. Adam Balfour 2005 28 Contact details of the convenor: Adam Balfour HUMAN FACTORS SOLUTIONS Jernbaneveien 4 1400 Ski Norway + 47 64 91 44 40 Email: adam@hfs.no CEN TC 224 WG 6