1. Slide 1© 2006 Human Factors Solutions ISO/IEC JTC 1 Special Working Group on Accessibility (SWG-A) JTC 1 SWG-A N 251 2007-04-23 DocumentPresentation Type : Title:CEN TC 224 WG 6 Presentation on Universal Access for Self Service:Options for New Work Item Source:Mr. Adam Balfour, CEN TC 224 WG 6 Convener RequestedFor consideration at the April 2007 SWG-A meeting. Action: JTC 1 SWG on Accessibility Secretariat ITI/INCITS 1250 Eye Street NW, Suite 200, Washington, DC 20005 jgarner@itic.org jgarner@itic.org

2. Setting tomorrow’s human factors standards, today © 2006 Human Factors Solutions Universal Access for Self Service: Options for New Work Item Adam Balfour, Knut Lindelien and Andrew Lilley

3. Slide 3© 2006 Human Factors Solutions Goals and Agenda Goals  Inform you about CEN TC 224 WG 6/ understand ISO SWG  Ask for advice NWI - Which approach? What exists already? What work is ongoing - could be deployed in short term?  Invite collaboration Agenda  CENTC 224 WG 6 - Background /Scope, Deliverables & Work Items  NWI - 3 Approaches  Your views CEN TC 224 WG 6

4. Slide 4© 2006 Human Factors Solutions Self Service Society - User interface CEN TC 224 WG 6 Person - person Replaced by Man- Machine: Challenges to communication / user interface

5. Slide 5© 2006 Human Factors Solutions Key societal services: self service CEN TC 224 WG 6 Consequences - cannot use system? Voluntary vs complusory ?

6. Slide 6© 2006 Human Factors Solutions Input devices CEN TC 224 WG 6

7. Slide 7© 2006 Human Factors Solutions UI Elements: Physical Accessibility CEN TC 224 WG 6

8. Slide 8© 2006 Human Factors Solutions Lack of standardised users ! CEN TC 224 WG 6

9. Slide 9© 2006 Human Factors Solutions Scope Scope TC 224 Identification Card Systems ”cross border, inter-sector interoperability - smart cards and card reading devices” Scope WG 6 ”Human System Interface” Standardise ” Man-Machine Interface” to make it accessible BY EVERYONE CEN TC 224 WG 6

10. Slide 10© 2006 Human Factors Solutions Deliverables TC 224 WG 6 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  EN 1332 - 5 Tactile marking - services  Technical Specification “Access”  Technical Specification “eURI”

11. Slide 11© 2006 Human Factors Solutions Approaches - User requirements CEN TC 224 WG 6 What we have:  Detailed design specifications  Principles  Adaptable user interfaces What we do not have:  Design Process  Test methods  Usability

12. Slide 12© 2006 Human Factors Solutions Areas future work  Security at the Man-Machine Interface  Validation and Verification in realtion to design process  Presentational techniques of HMI of card operated devices  Biometrics  Icons, symbols, pictograms for Biometrics  Multi-application cards / convergence  Contactless cards  Micro payments  Smart media and tokens  Route identification for transport applications CEN TC 224 WG 6

13. Slide 13© 2006 Human Factors Solutions Status/background - NWI  Public procurement - requirements for universal access - now - support legislation (development ongoing)  Need to specify what is required - wrt universal access  Problem: What is required - context sensitive  Need to verify appropriate involvement + documentation of end users in design process  Need to objectively validate solutions - universal access - transparent - holistic  Choice of approach - based on Norwegian Standards (NORSOK) experience from another industry (Oil + Gas)  Initiative by Standards Norway + Convenor WG 6

14. Slide 14© 2006 Human Factors Solutions NWI - possible approaches 1.Design process 2.Design guidance 3.Evaluation methods 4.CIF Usability 5.Combination

15. Slide 15© 2006 Human Factors Solutions Option 1: Design process Content:  Rationale for adopting universal design process  Principles for universal design  Planning the universal design process  Universal access design process activities:  Understand and specify context of use  Specify user and organisational requirements  Produce design solutions  Evaluate designs against requirements  Annex: Sample procedure for demonstrating conformance to this standard

16. Slide 16© 2006 Human Factors Solutions Option 1: Design process Advantages:  Emphasis on design process – getting the framework in place for appropriate design and evaluation  Design process tailored to self service systems  Separate document is easier to work with Disadvantages:  General design process is already covered in depth in ISO 13407  Design guidance and evaluation methods for self service systems are either in separate standards or are not available

17. Slide 17© 2006 Human Factors Solutions Option 2: Design guidance Content:  Rationale and benefits of implementing accessibility  Characteristics of those with special requirements  Design guidance:  Software  Hardware

18. Slide 18© 2006 Human Factors Solutions Option 2: Design guidance Advantages:  Design guidance is specific to self-service devices – both software and hardware  Separate document is easier to work with Disadvantages:  Accessibility guidance is covered in ISO 9241 Parts 20 and 171 + ETSI TC HF documents  Software side of the design (for general interfaces) is covered in ISO 16071  Design process and evaluation methods for self service systems are either in separate standards or not available

19. Slide 19© 2006 Human Factors Solutions Option 3: Evaluation methods Content:  Planning for evaluation  Methods  Why  When  What  Involvement of end users  Annex: Example structure of usability evaluation report

20. Slide 20© 2006 Human Factors Solutions Option 3: Evaluation methods Advantages:  In-depth description of the methods available  Methods tailored to design of self service systems  Separate document is easier to work with Disadvantages:  Methods are already covered in other standards (e.g. ISO 16982, ISO 13407)  Choice of methods/ performance requires expertise  Design process and design guidance for self service systems are either in separate standards or are not available  Evaluation needs to be seen in design process context

21. Slide 21© 2006 Human Factors Solutions Option 4: CIF for usability test report  Common Industry Format (CIF) for usability test report, tailored to self service and universal access  Similar to ISO/IEC 25062, which is general  Standardises the information recorded and reported  Improves understanding between supplier and customer  Simplifies supplier’s task  Template provides standard structure for contents

22. Slide 22© 2006 Human Factors Solutions Option 4: CIF for usability test report Standard used by:  Supplier:  Usability professionals to create reports in format required by customers  Customer:  Usability professionals to evaluate accessibility of product  Technical managers and decision makers

23. Slide 23© 2006 Human Factors Solutions  Advantages:  Tailored to self service and universal access  Disadvantages:  Goes against the principle of ISO/IEC 25062 - which is the industry standard Option 4: CIF for usability test report

24. Slide 24© 2006 Human Factors Solutions Option 5: Combined Content:  Rationale for adopting universal design process  Principles for universal design  Planning the universal design process  Universal design process activities  Rationale and benefits of implementing accessibility  Characteristics of those with special requirements  Design guidance  Evaluation methods  Annex: Sample procedure for demonstrating conformance to this standard  Annex: Example structure of usability evaluation report

25. Slide 25© 2006 Human Factors Solutions Option 5: Combined Advantages:  A ‘one-stop’ standard – all information in one place  Methods tailored to design and evaluation of self service systems Disadvantages:  Standard could be large and difficult to manage  Time to market for standard  Process and methods are already covered in other standards (e.g. ISO 16982, ISO 13407)

26. Slide 26© 2006 Human Factors Solutions Your views?  Which approach?  What exists already?  What work is ongoing - could be deployed in short term?  Establishment of liaisons/ input/ collaboration

27. Slide 27© 2006 Human Factors Solutions Contact details of the CEN TC 224 WG 6 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 Contact details