ETSI DEG 202 416 V 0.0.4 (2005-04-28) Early DRAFT ETSI Guide
Your comments and input is welcome - please e-mail them to the STF285 Leader, [email protected]
Human Factors; User Interfaces; Setup procedure design guidelines for mobile terminals and e-services
2 ETSI DEG 202 416 V 0.0.4 (2005-04-28)
Reference
Keywords
ETSI
650 Route des Lucioles F-06921 Sophia Antipolis Cedex - FRANCE
Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16
Siret N° 348 623 562 00017 - NAF 742 C Association à but non lucratif enregistrée à la Sous-Préfecture de Grasse (06) N° 7803/88
Important notice
Individual copies of the present document can be downloaded from: http://www.etsi.org
The present document may be made available in more than one electronic version or in print. In any case of existing or perceived difference in contents between such versions, the reference version is the Portable Document Format (PDF). In case of dispute, the reference shall be the printing on ETSI printers of the PDF version kept on a specific network drive within ETSI Secretariat.
Users of the present document should be aware that the document may be subject to revision or change of status. Information on the current status of this and other ETSI documents is available at http://portal.etsi.org/tb/status/status.asp
If you find errors in the present document, please send your comment to one of the follwoing services: http://portal.etsi.org/chaircor/ETSI_support.asp
Copyright Notification
No part may be reproduced except as authorized by written permission. The copyright and the foregoing restriction extend to reproduction in all media.
© European Telecommunications Standards Institute yyyy. All rights reserved.
DECTTM, PLUGTESTSTM and UMTSTM are Trade Marks of ETSI registered for the benefit of its Members. TIPHONTM and the TIPHON logo are Trade Marks currently being registered by ETSI for the benefit of its Members. 3GPPTM is a Trade Mark of ETSI registered for the benefit of its Members and of the 3GPP Organizational Partners.
ETSI 3 ETSI DEG 202 416 V 0.0.4 (2005-04-28)
Contents
Intellectual Property Rights...... 5 Foreword...... 5 Introduction...... 5 1 Scope...... 8 2 References...... 8 3 Definitions, symbols and abbreviations...... 10 3.1 Definitions...... 10 3.2 Symbols...... 10 3.3 Abbreviations...... 10 4 Background and motivation...... 10 4.1 Why are setup procedures important in mobile environments?...... 10 4.2 What is a mobile setup activity?...... 11 4.3 Bridging the digital divide...... 11 4.4 Known problems and sources of this information...... 11 5 Previous work on setup procedures...... 12 5.1 Low-level setup activities...... 12 6 Non-exhaustive description of use cases and scenarios...... 13 6.1 Introduction to the use-case approach...... 13 6.1.1 Why employ use-cases?...... 13 6.1.2 What use cases do not describe...... 13 6.1.3 High-level versus low-level setup use cases...... 13 6.1.4 A template for defining use cases...... 14 6.2 From use cases to guidelines: the process...... 17 6.3 A framework to ensure use-case coverage...... 18 6.3.1 Usage, context and lifecycle...... 18 6.3.2 Positioning use cases within the framework...... 19 6.4 Use-Case Brainstorm...... 19 7 End user requirements...... 21 7.1 Generic users...... 21 7.2 Other users...... 21 8 Design guidelines for the setup of terminals...... 21 9 Design guidelines for the setup of e-services...... 21 10 Specific Design-for-all user interface guidelines for setup procedures...... 21 11 Concluding remarks and future work...... 21 Annex A (informative): List and detailed aalysis of use cases considered...... 21 A.1 Setup of voice-mail box...... 21 A.2 Settings of MMS services...... 22 Annex B (informative): Title of informative annex...... 22 B.1 First clause of the annex...... 22 B.1.1 First subdivided clause of the annex...... 22
ETSI 4 ETSI DEG 202 416 V 0.0.4 (2005-04-28)
Annex N (informative): Bibliography...... 23 Temporary reminder reference: What’s been done in EG 202 132...... 24 8 Configuration and guidance for terminal and service access, interworking, portability and error handling...... 24 8.1 General configuration procedures for service access...... 24 8.1.1 Generic configuration...... 24 8.1.2 Pre-configuration...... 27 8.1.3 Guided configuration...... 27 8.1.4 Manual configuration...... 29 8.2 Configuration procedures for access to specific services...... 29 8.3 Interworking and portability...... 30 8.4 Error handling guidance...... 31 History...... 33
ETSI 5 ETSI DEG 202 416 V 0.0.4 (2005-04-28)
Intellectual Property Rights IPRs essential or potentially essential to the present document may have been declared to ETSI. The information pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found in ETSI SR 000 314: "Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in respect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web server (http://webapp.etsi.org/IPR/home.asp). Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web server) which are, or may be, or may become, essential to the present document.
Foreword This ETSI Guide (EG) is being produced by ETSI Technical Committee Human Factors, Specialist Task Force 285, during March 2005- September 2006.
The ETSI Membership Voting Procedure is foreseen to take place during September-November 2006; the published version is anticipated for December 2006.
Intended users of the present document are user experience and interaction design professionals, developers of mobile terminals, services and applications, mobile network and system providers, terminal approvers and standard writers and developers.
Introduction Already today, information and communication technologies (ICT) play a key role in the daily activities of many people. The mobile telephone is a highly successful device that also corresponds to a deep human communication urge. New applications and services are increasingly used to perform necessary and entertaining tasks. With the technical development offering seamless and more continuous access to broadband networks, the vision of a world where ICT resources around us improve the quality of our lives is more realistic than ever.
Connectivity and interoperability between telecommunications networks, personal computing, the Internet and ever-smarter mobile devices and services offer enormous potential for improving life, if used as intended and used by all. However, there is concern about whether these new products, services and their content will be fully accessible to all people, including children, ageing and disabled users. An effective eSociety relies on the fact that all citizens are granted access. Users who cannot get over the hurdle of the first installation and set-up of their devices and configuration of services and integrated or additionally offered applications will be perpetually excluded from the eSociety. Ensuring access to mobile communication for all is a common goal of vendors, operators, service providers, user associations, as well as politicians, often talking about the creation of the e- inclusive information society.
In the past, the question of the “digital divide” defined the “haves” and “have-nots” mainly in economic terms, dividing those who can afford new technology from those who cannot. As technological progress in network and infrastructure deployment and manufacturing and economy-
ETSI 6 ETSI DEG 202 416 V 0.0.4 (2005-04-28) of-scale effects in household availability and service provision make access to services affordable to the largest proportion of the European society, a new facet of a possible “digital divide” becomes visible, namely the one that is related to the comprehension of how to use new devices and services. This latter aspect of the “digital divide” has direct economic and societal consequences as the uptake of mobile services will only be at a successful level if the new devices and services can actually be accessed, set up and used by the European citizens.
Most users of mobile communication solutions experience serious difficulties trying to access data services like e-mail, Internet or messaging (SMS, MMS, Voicemail) through their mobile devices. Users lack the expertise necessary to configure and set up their devices, services and applications appropriately. Furthermore, even the configuration of device properties to the desired behaviour is often beyond the users’ abilities. Many settings can be stored on the SIM card or the USIM of the mobile device, or in a future, managed by the communication system as user profiles. Even so, problems are abundant when new services are introduced, when moving from one network provider to another, when SIM or USIM cards reach a certain age and the stored information becomes outdated or when a user changes service provider. While many settings may be achieved through “Over-The-Air” (OTA) or “Over-The-Line” (OTL) configuration, there is still a problem of individualization and personalization and, moreover, the problem of inadvertent resetting of individual parameters through OTA or OTL procedures. Other open issues are the matters of privacy and security, e.g. if the service provider is able to control specific parameters and to which grade these should provide trusted and fully functional solutions for the end user.
It has to be recognized that many existing services (both broadband and narrowband) cannot be fully utilized by many users due to problems in either installing and configuring services on their devices or understanding the full potential of these services. These obstacles to a full use of broadband services are even more emphasized by a number of developments in society: Changing population demographics: The number of elderly people and people with special needs is growing rapidly, requiring additional support and dedicated efforts for those unable to cope with every day’s technology. Population mobility: As more and more people access services from mobile devices only offering limited user interface capabilities, it is required to optimize the user experience of terminals with focus on service access and use of the accessed services themselves. Increasing user expectations: Users are getting used to plug-and-play systems with fully configured components. Similar, natural expectations are automatically projected to mobile e- services and must therefore be addressed. Advanced services deployed with a social interest (e.g. Telecare services) without a certain level of pre-requisites these often advanced services build on (e.g. comfort of use, development of a trusted relation, basic skills and familiarity), such services will not be able to launch. Access to services by all: In order to close the accessibility gap between technology-aware and conservative or less skilled user groups, it is necessary to offer access to services for everyone. Increasing variability in the segmentation of customers: from children at the age of 6 or 7 years to senior users aged over 80, members of the entire community will develop specific reasons and request access to broadband e-services.
ETSI 7 ETSI DEG 202 416 V 0.0.4 (2005-04-28)
User’s inability and lack of interest to cover important (but in a normal, user-centred, functionality-oriented scenario, less relevant) aspects of their communication such as security aspects: according to recent reports (Gartner Group Conference 2004: IT Security Summit), more than two thirds of the successful hacker attacks on wireless clients are due to unsatisfactory configuration of access points and clients. Human resource limitations: The complexity of mobile services exceeds the ability of many users while personal assistance and support cannot be easily afforded at an affordable cost. As the hurdle to using remote services is the highest for first-time users with limited pre-requisites, it is required that first access to services is simplified as far as possible and clear guidance on how to configure and use a service, as well as a description of features and limitations of specific services are made available.
Therefore, understandable set-up procedures and the availability of educational material become very important. Even with fully automated set-up procedures, user guides and quick reference guides will be necessary for day-to-day use, as fully self-explanatory user interfaces are far from becoming reality on today’s devices with their user interface restrictions and limitations. Furthermore, human memory is far from perfect - users will always have a tendency to forget already learned usage procedures or specific subsets of them (e.g. passwords or commands) over time.
The major goal of this document is to provide clear guidance on the design, implementation and provision of set-up procedures for devices and services such that those can be set up and used by the largest possible range of users, with a continuity of access and use. In particular, the present work shall help to define, specify and design configuration procedures for user groups with special requirements (including young, elderly and disabled users) to configure and use their devices and services at their potential, with maximum efficiency, as stipulated in the e- Inclusion Action 13 in the mid-term review (“guidelines …. To increase access to and widen use of e-Services”).
Furthermore, the work will “put priority on the use of the potential of new technologies to foster the economic and social integration of people with disabilities, promote e-Accessibility and (help to) avoid “info-exclusion”, as required by the eEurope mid-term reviews Commission Staff Working Background Paper.
ETSI 8 ETSI DEG 202 416 V 0.0.4 (2005-04-28)
1 Scope The present document develops and presents user interface design guidelines for the implementation of setup procedures for narrowband and emerging broadband services, with an emphasis on mobile access to these services. It identifies best-practice solutions for configuration of devices and services throughout the product and service life-cycle. Based on these solutions, the document develops guidelines which can be used to develop systems usable to every user.
Wherever possible, a design-for-all approach has been adopted, taking special needs of children, elderly users or users with physical, cognitive, or sensory impairments into account. When appropriate, specific guidelines for these groups are presented, otherwise exisiting guideline documents are referenced.
The design guidelines provided by the present document are focused towards mass-market consumer services and devices. They are, however, equally applicable to professional services and users. For the purpose of the present document, access to these services is achieved through handheld devices which are typically characterized by limited screensize, a 12 key-keypad plus possibly some additional function keys or, alternatively, a stylus and/or touchscreen.
2 References The following documents contain provisions which, through reference in this text, constitute provisions of the present document. References are either specific (identified by date of publication and/or edition number or version number) or non-specific. For a specific reference, subsequent revisions do not apply. For a non-specific reference, the latest version applies.
Referenced documents which are not found to be publicly available in the expected location might be found at http://docbox.etsi.org/Reference.
[1] ETSI EG 202 132: "Guidelines for generic user interface elements for mobile terminals and services".
[2] ETSI TR 102 125: "Human Factors (HF); Potential harmonized UI elements for mobile terminals and services".
[3] ETSI ETS 300 907: "Digital cellular telecommunications system (Phase 2+) (GSM); Man-Machine Interface (MMI) of the Mobile Station (MS) (GSM 02.30 version 5.7.1 Release 1996)".
[4] ETSI TR 102 068: "Human Factors (HF); Requirements for assistive technology devices in ICT".
[5] ETSI ES 202 076: "Human Factors (HF); User Interfaces; Generic spoken command vocabulary for ICT devices and services".
[1] ETSI ES 202 130: "Human Factors (HF); User Interfaces; Character repertoires, ordering rules and assignments to the 12-key telephone keypad".
ETSI 9 ETSI DEG 202 416 V 0.0.4 (2005-04-28)
[2] ETSI EG 202 116: "Human Factors (HF); Guidelines for ICT products and services; "Design for All"".
[3] ETSI TR 102 133: "Human Factors (HF); Access to ICT by young people: issues and guidelines".
[4] ETSI SR 002 180: "Requirements for communication of citizens with authorities/organizations in case of distress (emergency call handling)".
[5] ETSI ETR 297: "Human Factors (HF); Human Factors in Video telephony".
[11] ETSI EG 202 191: "Human Factors (HF); Multimodal interaction, communication and navigation guidelines".
[62] ETSI EG 201 379: "Human Factors (HF); Framework for the development, evaluation and selection of graphical symbols".
[13] ETSI TR 101 767: "Human Factors (HF); Symbols to identify telecommunications facilities for deaf and hard of hearing people; Development and evaluation".
[74] ETSI ES 201 381: "Human Factors (HF); Telecommunications keypads and keyboards; Tactile identifiers".
[15] ETSI ETR 095: "Human Factors (HF); Guide for usability evaluations of telecommunications systems and services".
[16] ETSI ETR 329: "Human Factors (HF); Guidelines for procedures and announcements in Stored Voice Services (SVS) and Universal Personal Telecommunication (UPT) ".
[17] ETSI TS 122 101: "Universal Mobile Telecommunications System (UMTS); Service aspects; Service principles (3GPP TS 22.101 version 5.13.0 Release 5)".
[8] ETSI ETR 187: "Human Factors (HF); Recommendation of characteristics of telephone services tones when locally generated in telephony terminals".
[19] ETSI TR 101 041-1: "Human Factors (HF); European harmonization of network generated tones; Part 1: A review and recommendations".
[20] ETSI EN 301 462: "Human Factors (HF); Symbols to identify telecommunications facilities for the deaf and hard of hearing people".
[21] ETSI EG 201 013: "Human Factors (HF); Definitions, abbreviations and symbols".
[22] will be added, be sure!
ETSI 10 ETSI DEG 202 416 V 0.0.4 (2005-04-28)
3 Definitions, symbols and abbreviations
3.1 Definitions For the purposes of the present document, the [following] terms and definitions [given in ... and the following] apply: 3.2 Symbols
4 Background and motivation
4.1 Why are setup procedures important in mobile environments? Users change devices, services, providers, location Operators change services, networks, protocols; new non-voice services are emerging Interaction between various devices and centralised services, issue of “minimal UI” service access.
Without good setup of services uptake of mobile services will be blocked/delayed
ETSI 11 ETSI DEG 202 416 V 0.0.4 (2005-04-28)
Non-use of user guides requires: automation?, information in the device/service.
Automated setup as “promotion” for a service
4.2 What is a mobile setup activity?
For the purposes of these guidelines, a setup procedure is defined as:
“an end-user/system activity which sets a parameter in the service/device/network that allows the satisfactory completition of end-user tasks"
The user interaction related to setting up a device or service may occur at a number of points in device usage which correspond to our Life-Cycle ideas. The device life-cycle can be defined in the following steps.
initial setup / reparameterisation of a device/bearer/service
- when a device/service is first purchased, e.g. set up MMS - a preloaded setting which is reparameterised, e.g. change IM nick-name
a problem occurs during normal use of a device/service OR user paramerisation is required
- identified by the user, e.g. user wants to select a lower cost version of service. user wants to change home page - identified by the system, e.g. tell user to activate GPS unit before being able to use LBS.
phase-out
- the termination/transfer to a new device of data or a service, e.g. user changes phone, user cancels service subscription
4.3 Bridging the digital divide Setup procedures should not be designed for experts; haves and have-nots of digital services Overcome initial user frustration if service access fails on first try. 4.4 Known problems and sources of this information Call and support centers get contacted because of setup failures: service not activiated, variables not set correctly, underlying services not available or not properly configured.
Perceived cost of services: users do not try to use/setup a service since they do not know the actual cost of a service: interviews with users, questionnaires.
Problems in the phone UIs: statement from operators.
Inconsistency between services, handsets, contracts.
Inconsistent language and terminology (across devices and services)
Missing online help and information.
ETSI 12 ETSI DEG 202 416 V 0.0.4 (2005-04-28)
5 Previous work on setup procedures
Extrapolate from other technologies, professional domains.
Consider Pekka’s article, including the references.
5.1 Low-level setup activities
It is likely that the same low-level setup "buidling-blocks" will be required in multiple use-cases. In addition, generic guidelines can be extrapolated, e.g. the "user authentifaction" setup will require security guidelines for presentation and encoding. Many of these low level activities should be completed by "preconfiguration" but there may be cases where user intervention is required.
Examples "building-blocks" are as follows:
Setup related to Network/Bearer , e.g .GSM, UMTS, GPRS, CDMA, MobileTV, Bluetooth, GPS
- data-rate - name - accuracy - cost thresholds - band
Setup related to Server , e.g. MMS, SMS, IM, Blog, Email, WAP, HTTP
- user name - password - nickname - server name/address - address
Set up related to Service
- user authentification - cost requirement - quality of service requirement
Setup related to User Profile
- skin - credit card number/payment method - physical address - likes/dislikes - image - email - location - home page - permissions/certificates/contracts
Setup related to user Data
- contacts - multimedia
ETSI 13 ETSI DEG 202 416 V 0.0.4 (2005-04-28)
6 Non-exhaustive description of use cases and scenarios
6.1 Introduction to the use-case approach
6.1.1 Why employ use-cases? Use-cases provide a common non-technical language for investigating user activities and their relation to system behaviours. By focusing on a “functional view” of the user-system interaction they allow special focus on situations where “ideal” or “happy days” interaction breaks down. By focusing on such non-ideal cases, guidelines can be extrapolated from the use cases to improve the design of set-up interactions.
Thanks to their clarity, use cases are easily understood UI designers and marketing experts who would most likely benefit from this report.
Finally, use-cases clearly present the motivation behind the guidelines presented in this report.
6.1.2 What use cases do not describe
As already mentioned, use-cases rely on a “functional” view of users and systems. If one considers a user interface to be constituted by the following:
1 .Information architecture: the underlying information constructs controlled by the user and system. The schematic of information in the visual, auditory or haptic media.
2. Interaction design: the dynamic aspect of the user system dialogue. In particular the interaction elements handled by the user and system ( menus, points, dialogues, etc.), the task sequence and allocation of tasks to user, device or network,.
3. Presentation design: the “rendering” of the user interface in the visual, auditory and haptic media.
Use cases provide guidance predominantly in area 1 and 2 but have little to say about area 3.
HOW TO ADDRESS PRESENTATION GUIDELINES??
6.1.3 High-level versus low-level setup use cases In Section 4 the range and current problems of setup activities were described. It is clear that setup activities can form part of any mobile task and are rarely an end in itself.
In the rare cases where setp-up is the main task, e.g. configuring a new service, automated set up is preferred thus the use case becomes very simple.
Use cases should therefore be addressed at high-level goals rather than low-level set-up activities.
ETSI 14 ETSI DEG 202 416 V 0.0.4 (2005-04-28)
Each low-level use cases shown in Table 1 is likely to form part of the resolution of many high- level tasks. It is therefore more productive to address a number of high-level use cases which may ultimately result in similar set-up activities.
Example High-Level Use-Cases Low-level Use Cases and Categories
MARTIN HAS TAKEN A PICTURE AND WANTS TO Setup related to Network/Bearer , e.g .GSM, UMTS, SEND IT TO HIS FRIEND. GPRS, CDMA, MobileTV, Bluetooth, GPS
SOPHIE WANTS TO "CHAT" WITH HER BEST - data-rate FRIEND - name - accuracy SIMON WANTS TO RETRIEVE AN MMS A FRIEND - cost thresholds HAS SENT TO HIM - band
JANE WANTS TO POST TO HER DAILY BLOG. HER Setup related to Server , e.g. MMS, SMS, IM, Blog, POSTING INCLUDES TEXT IMAGES AND AUDIO. Email, WAP, HTTP SHE IS MOBILE - user name CINZIA WANTS TO UPDATE THE ADDRESS ON - password HER E-BOOK SERVICE - nickname - server name/address - address - community name
Set up related to Service
- user authentification - cost requirement - quality of service requirement
Setup related to User Profile
- skin - credit card number/payment method - physical address - likes/dislikes - image - email - location - home page - permissions/certificates/contracts
Setup related to user Data
- contacts - multimedia
6.1.4 A template for defining use cases A number of use-case templates have been proposed (Refs: Daiper, Green, etc.). The selected template was defined by Cockburn [Pls provide full reference 1997!]. A number of beneifits of this template were idenitified:
1) Simplicty: the use case can be tabulated or written in prose form
ETSI 15 ETSI DEG 202 416 V 0.0.4 (2005-04-28)
2) Error Handling: The “EXTENSIONS” sections gives a straightforward way to define error cases 3) Industry Acceptance: The method has been used with success by industrial UI teams.
USE CASE 1 Goal in Context Scope & Level Preconditions Success End Condition Failed End Condition Primary, Secondary Actors Trigger DESCRIPTION Step Action (Main success 1 scenario) 2 3
EXTENSIONS in user Step Branching Action. actions These are also potential problem and error cases (Potential problem and 1 error cases) 2 3
VARIATIONS in the Branching Action. phone states and These are also behaviour potential problem and error cases 1 2 3
Figure xx: Cockburn’s (1997) use-case template
Use Case: high-level goal which is often not connected with a setup activity, e.g. "Bob wants to send an MMS", not "Bob wants to setup MMS" Goal in Context/preconditions: here we can define when the setup issue occurs (initial, normal use, end of life) and user location/motion, as well as the state of the user/device/system. Description: the ideal flow in sufficient detail to have jump-off points for exceptions/subflows Exceptions/sub flows: here we can define different kinds of problems that can occur related to set-up, For example, problems might be:
User Problems
Out of range of network/bearer/service Feature not activated, e.g. bluetooth Permissions not available SIM card lost Password lost Doesnt understand terminology Lost in menu Entered wrong value Do not know value User doesnt know what is wrong
System Problems
Hardware problem with device/network/service Server and device out of sync so correct value is rejected
ETSI 16 ETSI DEG 202 416 V 0.0.4 (2005-04-28)
Value(s) missing User not recognised User does not have permissions Device cannot display content Not enough memory Reparameterisation required User has not paid
To demonstrate Cockburn’s template, an example is shown below.
Use Case Recover phonebook and picture content that was stored on a lost mobile phone and place on new mobile phone that has recently been purchased.
Goal in Context
User had owned the phone for 1 year before the phone was lost. The user has a contract with their service provider (likely to be UK).The phone allows syncronisation of content with a PC.
Preconditions 1. user had stored 100 numbers on the phone and/or SIM card 2. user had stored 40 pictures taken with the phones camera. some pictures were attached to phonebook entries 3. the new mobile phone chosen is a different brand from the original phone
Success End Condition.: User has new phone with all old contact number and photo data
Failed End Condition: User has new phone without old data.
Primary Actor: End user
Trigger: phone lost
DESCRIPTION
0. User realises that phone is lost 1. User goes to service provider POS 2. User selects new phone of different brand 3. User explains that old phone was lost but that content was synchronised on PC. User has memory stick with content on it. 4. Assistant checks compatability between old phone and new phone data format 5 Data uploaded onto new phone
Extensions
1a1. User has a second phone of a different brand and remembers how to make a back-up thanks to annimated avatar in old phone 1a2. User access operator WAP site and navigates to "back up" 1a3 User enters account name and password 1a4 user enters phone type and is notified that a subset of information can be downloaded 1a5 User downloads content
3a.1 Content was backed up on network. 3a.2 Asssistant access operator network and obtains user data
3b.1 Content was not backed-up 3b.2 User leaves store with new phone but no data (FAIL)
4a.1 Format of data is not compatible with new phone/tool 4a.2 Assistant converts data into standard format but loses picture/phone number connection. 4a.3. Assistant is able to explain exactly what has been restored and what has not
ETSI 17 ETSI DEG 202 416 V 0.0.4 (2005-04-28)
4a.4 User choses another phone that is compatible??
Variations
1a2a1 User does not know WAP address of back-up service 1a2a2 user access operator website on-line with PC
1a2b1 User cannot find back up menu item 1a2b2 goes on line with PC and accesses website with PC
1a2c1 User doesnt know how to make a backup 1a2c2 user goes to service centre
1a3a1 user does not have an account 1a3a2 user goes to service centre
1a4a1 phone type is not available 1a4a2 user goes to service centre
RELATED INFORMATION (optional) Priority: high for user Performance Target: 10 minutes at POS Frequency: rare (IF RARE - PERHAPS WE SHOULDNT CONSIDER IT??) Superordinate Use Case: Setting up BACK UP Channel to primary actor: web, face to face Secondary Actors: POS assistant,back up system, file conversion tools Channel to Secondary Actors: web, face to face
6.2 From use cases to guidelines: the process The generation of use cases and resulting guidelines will be an iterative task based on expert knowledge, data sources and industry-expert feedback. A high-level process is define in Figure xx.
Brainstorm relevant uses cases within a framework (see 6.1.3) (motivated by expert experience, real data from call-centres, etc) | Draft descriptions focusing on error cases. | Define initial user requirements/guidelines | Consult with service providers and user representatives | Revise use case list and requirements/guidelines.
Figure x : From Initial Use-Cases to Requirements/Guidelines
ETSI 18 ETSI DEG 202 416 V 0.0.4 (2005-04-28)
Extropolation from user-cases to guidelines is not a schematic process but requires expert insight. For example, use use case defined earlier could generate the following guidelines (refernce to use case step is shown in brackets).
User Requirements (with reference to use cases)
All phones should have SIM backup facility to network or POS (3a1) Service providers should have POS facility for back-up (1) Service providers should train personnel (4a2, 4a3) Manufactures should use common data structures to allow data transfer (4a2) Users should be prompted for periodic back-ups to network or POS. If approved backup process should be automatic (1a1) Backup setup should be part of phone purchase or subscription (1a1) Mobile and Web content should support each other (1a2a1)
6.3 A framework to ensure use-case coverage
6.3.1 Usage, context and lifecycle
Given that high-level use cases will be considered, the next step is to ensure the choice of use cases gives the coverage necessary to capture the most important set-up problems that are experienced by users.. To ensure coverage, an initial framework is proposed. The framework tasks into account a number of dimensions that have already been addressed in Section 5.
Figure xx: Use-Case Space
a) The Life-cycle of device usage
initial setup / reparameterisation of a device/bearer/service
a problem occurs during normal use of a device/service OR user paramerisation is required
phase-out b) Types of User Activities *
ETSI 19 ETSI DEG 202 416 V 0.0.4 (2005-04-28)
Communication - person to person
Communication - person to community
Communication - person to service
Communication - service to person
Filling "Grey-time"/Fun (non-communication)
Free Content gathering,
M-Commerce (including content)
Personalising (can be done without network)
* Emerging services and technologies should also be considered, e.g. video call and download, music, community c) The Context of Usage
Mobile, e.g. walking, stading
Static but in transit, e.g. train
Static sitting, e.g. airport/home/hotel
With PC/Latop (??)
6.3.2 Positioning use cases within the framework
Use cases should widely populate this space. For example, the use-case: “MARTIN HAS TAKEN A PICTURE AND WANTS TO SEND IT TO HIS FRIEND” can be positioned on the “user activity” axis as “communication person to person”. In addition, the use-case could be a “first use” or “normal use” position with a variety of “usage contexts”.
The Context section of the use-case can be used to place the use-case on the other axis. For example, the context description we might say: “Martin has recently purchased a new telephone and SIM card [first use]. Travelling sitting on a train [context of use]”
6.4 Use-Case brainstorm Using the “user activty” dimension defined in the previous section, an initial use case brainstorm provided the following use-cases (in capitals). a) Communication - person to person
- SMS/multimedia messages - single message vs. IM/chat - Local networking, e.g. Bluetooth/WiFi
ETSI 20 ETSI DEG 202 416 V 0.0.4 (2005-04-28)
MARTIN HAS TAKEN A PICTURE AND WANTS TO SEND IT TO HIS FRIEND. SOPHIE WANTS TO "CHAT" WITH HER BEST FRIEND SIMON WANTS TO RETRIEVE AN MMS A FRIEND HAS SENT TO HIM b) Communication - person to group
- SMS/multimedia messages
PETER WANTS TO SHARE THE DETAILS OF A NEW BAR WITH HIS FRIENDS WHO MIGHT BE INTERESTED MARCO WANTS TO FIND OUT WHERE HIS FRIENDS ARE d) Communication - person to service (BLOG)
- SMS/multimedia messages
JANE WANTS TO POST TO HER DAILY BLOG. HER POSTING INCLUDES TEXT IMAGES AND AUDIO. SHE IS MOBILE CINZIA WANTS TO UPDATE THE ADDRESS ON HER E-BOOK SERVICE d) Communication – service to person
DAVID WANTS TO RECEIVE NEWS HEADLINES EVERY DAY FOR HIS SPECIALIST FIELD e) Filling "Grey-time"/Fun (non communication)
- playing games - browsing
FABIO IS RIDING ON THE SUBWAY ON THE WAY HOME. HE WANTS TO PLAY A GAME THAT A FRIEND HAS SENT TO HIM. STEPHANIE WANTS TO BROWSE THE INTERNET FOR THE FIRST TIME f) Free Content gathering, e.g. games, apps, news, ring tones, music, services...
- browse - select - download content
WHILST TRAVELLING, SIMONA WANTS TO FIND THE LATEST NEWS HEADLINES IN HER HOME COUNTRY PETER IS LOOKING FOR INFORMATION ON AN MP3 PLAYER HE WOULD LIKE TO BUY THIBAULT WANTS TO FIND AND DOWNLOAD A SAMPLE FROM A NEW ALBUM
- moving data between phones
JESPER WANTS TO TRANSFER DATA FROM HIS OLD PHONE TO HIS NEW PHONE ARNOD WANTS TO BACKUP HIS DATA ON HIS SERVICE PROVIDORS NETWORK g) M-Commerce (including content)
ARCHIBALD WANTS TO BUY A BOOK HE HAS HEARD ABOUT JURGEN WOULD LIKE TO CHANGE HIS CREDIT CARD DETAILS ON AN E-SHOPPING SITE
- browse - select - identify myself - pay
ETSI 21 ETSI DEG 202 416 V 0.0.4 (2005-04-28) h) Personalising (can be done without network)
- device - services
LOTHER WANTS TO SET THE RING TONE OF HIS PHONE MIKE WANTS TO SHARE A CONTACT VIA BLUETOOTH DANIELA WANTS TO CHANGE HER NETWORK VOICEMAIL GREETING
7 End user requirements
7.2 Other users Elderly, children, disabled, less literate, other cultures, etc.
8 Design guidelines for the setup of terminals
9 Design guidelines for the setup of e-services Define e-services (mobile, web, fixed, profiles?, etc)
10 Specific Design-for-all user interface guidelines for setup procedures If we don’t have good input, we may delete this chapter
11 Concluding remarks and future work Reference to E-Europe, propose follow-up activities: e.g. PC-based setup of services provided. Has to typically go to an Annex!
Annex A (informative): List and detailed aalysis of use cases considered
Each annex shall start on a new page (insert a page break between annex A and B, annex B and C, ...). Use the Heading 8 style for the title and the Normal style for the text.
A.1 Setup of voice-mail box
ETSI 22 ETSI DEG 202 416 V 0.0.4 (2005-04-28)
A.2 Settings of MMS services
......
Annex B (informative): Title of informative annex
Each annex shall start on a new page. Use the Heading 8 style for the title and the Normal style for the text.
B.1 First clause of the annex
ETSI 23 ETSI DEG 202 416 V 0.0.4 (2005-04-28)
Annex N (informative): Bibliography
The annex entitled "Bibliography" is optional. Each annex shall start on a new page. Use the Heading 8 style for the title and B1+ or Normal for the text.