1. 2006-05-18Tuxtla Gutierrez Seminar 1 User experience design guidelines for telecare services (under development) Torbjørn Sund ETSI STF 299 (Telecare User Experience) team member torbjorn.sund@telenor.com Team leader: Bruno von Niman bruno@vonniman.com

2. 2006-05-18 Tuxtla Gutierrez Seminar 2

3. 2006-05-18 Tuxtla Gutierrez Seminar 3 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.

4. 2006-05-18 Tuxtla Gutierrez Seminar 4 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

5. 2006-05-18 Tuxtla Gutierrez Seminar 5 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

6. 2006-05-18 Tuxtla Gutierrez Seminar 6 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!

7. 2006-05-18 Tuxtla Gutierrez Seminar 7 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

8. 2006-05-18 Tuxtla Gutierrez Seminar 8 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

9. 2006-05-18 Tuxtla Gutierrez Seminar 9 ETSI activities in Telecare (ctd) ETSI Guide (in 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 Approach for ETSI Guidelines includes consideration of: All parts of lifecycle: R&D, manufacturing, service provision Human factors: Interaction, operational and service issues, privacy and security, reliability, interoperability Stakeholders: policy makers, designers and developers, manufacturers, service providers, carers Service: Emergency services, Physiology monitorisation, Videoconference based consultation, etc,

10. 2006-05-18 Tuxtla Gutierrez Seminar 10 Telecare services Thanks to the smarter home, a home help is required only twice a year- to adjust the clock!

11. 2006-05-18Tuxtla Gutierrez Seminar 11 Your input and comments are WELCOME! For more information: http://portal.etsi.org/STFs/HF/STF299.asp To work with us: bruno@vonniman.com (STF Leader)

12. 2006-05-18Tuxtla Gutierrez Seminar 12 ETSI

13. 2006-05-18 Tuxtla Gutierrez Seminar 13 telenor