Bruno von Niman

User experience design guidelines for telecare (e-health) services

telecare can be defined as the use of ICT to support the delivery of care directly to people outside of conventional care centers, such as hospitals or residential homes. A telecare system can be as simple as providing a person with the means to alert a remote care provider of their need for assistance. More advanced systems might automatically detect the need for assistance by monitoring activity or lack of it, using ambient or body-worn sensors. Evidence suggests that telecare can reduce care costs [3]; nevertheless it has yet to become a serious alternative to hospital or residential care. The telecare installations which do succeed tend to be on a relatively small scale, and led by committed individuals with a thorough understanding of the end user (i.e. carers and their clients) needs, resulting in a system tailored to the intended user group. We believe that in order for telecare to become a successful mainstream service all stakeholders within the telecare delivery chain must pay similar strong attention to the user needs and the user experience. An ETSI (European Telecommunications Standards Institute) STF (Specialist Task Force) has produced an EG (ETSI guide) [1] designed to help telecare stakeholders develop and deliver telecare systems which provide a positive end user experience. What follows is a brief description of the methodology used in developing the EG together with some examples and discussion.

Enabling and improving the use of mobile e-services

The present workshop addresses ongoing standardization issues for user education and setup procedures, enabling and improving the startup and use of mobile e-services.

Human factors: user experience design guidelines for telecare services

The present paper introduces user experience guidelines addressing trust, user interaction (including usability and accessibility) and service aspects applicable to the research, design, development and deployment of telecare services. The work, co-funded by the European Commission and EFTA, is performed formed in ETSI and is entering its final phase of development. An ETSI Guide with the above title will be published in December 2007.

Enabling and improving the use of mobile services: the role of user experience standards and interoperability

This special session Panel will present and discuss the importance and potentials of user experience, based on the insight and results achieved through recent standardization efforts in the European Telecommunication Standards Institute (ETSI), Technical Committee Human Factors (TC HF). The work was sponsored by the European Commission and the European Free Trade Association, under the eEurope 2005 action plan. The work focused on enabling and improving the use of mobile services through improved, more usable and consistent user education [8], mobile setup procedures [7] and an optimized user experience, applied to the user experience optimization and interoperability of the 3G/UMTS and mobile broadband environment [9].

A User-Centered Terminology for Existing and Upcoming ICT Devices, Services and Applications

Users who are unfamiliar with the terms used in ICT devices, services, or applications may be reluctant to use those features, thereby missing out on the potential benefits of those features and preventing manufacturers and service providers from making revenue from the uptake of those features. The Human Factors Technical Committee (TC HF) of the European Telecommunication Standards Institute (ETSI) has initiated work, co-funded by the European Commission, to develop the freely available ETSI Guide EG 203 499 [2] addressing this need.

Develop a user-centered, accessible and harmonized terminology for mobile ICT - freely available in five languages - with us!

Users, unfamiliar with the terminology, technical meaning or intended functionality of mobile ICT may be reluctant to use them and miss out on potential benefits. This also prevents from exploiting the true potential of ICT and hinders the uptake and use of services, including those of societal relevance. We present an alternative focusing on improving the overall user experience and accessibility through the provision of recommendations for a harmonized terminology, covering basic, commonly used ICT features in English, French, German, Italian and Spanish. Technical Committee Human Factors (TC HF) of the European Telecommunication Standards Institute (ETSI) has initiated this ongoing work, to develop a freely available to be published in August 2019.

Cognitive Accessibility to Mobile ICT

Persons with cognitive impairments form a diverse group, with limitations in one or more types of mental tasks such as conceptualizing, planning, remembering and understanding numbers and symbols. It has been recognized that current accessibility guidelines provide limited support for these persons and that more work is needed. ETSI has established a team of experts, STF 488, which intends to produce (1) a set of usage needs of persons with cognitive impairments when using mobile devices and applications and (2) a set of guidelines to develop mobile ICT with cognitive accessibility. This paper describes the ongoing work of STF 488, its approach, current results and the future work of the team.

Requirement and input collection: Development of guidelines to allow people with cognitive disabilities to exploit the full potential of mobile ICT

There is an urgent, real need to better understand how mobile ICT products and services can be designed to better meet the needs of persons with cognitive disabilities (including older users), and to develop and update standards to ensure that they recommend solutions that are beneficial to this group of users to exploit the true potential of mobile information and communication technologies (ICT). An ETSI (European Telecommunication Standards Institute) expert team is currently developing such guidelines, in collaboration with other standardization bodies (including ISO and W3C), during an 18-month period. The work started in March 2015. At the Mobile HCI 2015 Workshop#3 focused on Mobile Cognition, we intend to present, share and discuss our topic, approach, classification, insight and early draft design recommendations that extend over all five workshop topics. Additionally, we plan to raise issues and topics of common interest with expert colleagues working in the field and invite those interested to collaborate with us during the later phases of the work, to exploit the true potential of mobile ICT, to support people with cognitive disabilities. Last but not least, we would also like to invite leading researchers to guide and assist our work, possibly through direct participation in a reference group.

Gadgets are here to stay

had the ability to amaze you? Believe again.” I do— and you probably should too! The difference is technology is much more human this time around. You’re reading the second special section on (musthave) gadgets and there’s a reason: Gadgets and services are all around (and on!) us. They’re changing the way we live, work, enjoy, expect, and behave. Information and Communication Technologies (ICT) play an increasingly important role in the

Do as I Say! . But Who Says What I Should Say - or Do? On the Definition of a Standard Spoken Command Vocabulary for ICT Devices and Services

This paper describes the development of a new ETSI Standard (ES): Generic spoken command vocabulary for ICT devices and services. Its basic approach focuses on simplifying the learning procedure for end-users, thereby allowing for reuse of basic knowledge between different terminal devices and services, leading to a faster and easier adoption of new technologies. The availability of common, basic interactive elements increases the transfer of learning between devices and services and improves the overall usability of the entire interactive mobile environment. Such a transfer becomes even more important in a world of ubiquitous devices and services. In particular, the paper discusses the importance of involving potential users of such products in this process, rather than relying on expert judgment alone to determine what the standard commands should be.