User experience design guidelines for telecare services (in development) Torbjørn Sund ETSI STF 299 (Telecare User Experience) [email protected] What is ETSI?. ETSI: European Telecommunications Standardisation Institute ICT standards organization, private not for profit
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User experience design guidelines for telecare services(in development)Torbjørn SundETSI STF 299 (Telecare User Experience) [email protected]
Interregional collaboration on selected standardization subjects between
Access and Terminals
TC TISPANTelecoms & Internet
converged Services & Protocols for Advanced Networks
Radio Spectrum Matters
Methods for Testing &
Satellite Earth Stations
eHealth and Telecare in prep
Transmission & Quality
Mobile Standards Group
information &communication systems
Smart Card Platform
Support Ratio 1
UK Long TermHealthcare Cost 2
UK Long Term Healthcare Cost (£B)
Ratio Persons Aged 16-64 to 65+
1. Office for National Statistics, 2002.2. Royal Commission Report into Long Term Care, 1999.
Telecare must move from the research phase to the commercial phase / real world, considering:
A user centred approach is required!
Home Safety &
UNIFIED ACCESS POINTS ASSESMENT COORDINATION
Design for All
METHODOLOGICAL APPROACHUser centred integration of telecare services
Local authorities using a commercial telecare offering based on community matrons
Retired engineer with a chronic heart disease and a new smartphone
Pregnant woman with mildly elevated blood pressure (pre-eclampsia), needing surveillance
Old male living alone, profoundly deaf and suffering from kidney malfunction
Generic guideline G2:
G2: Provide clear, easily understandable and accessible service instructions.
Guideline(s) to users:
Guideline(s) to care service providers:
G2.1: Avoid the use of medical jargon when possible.
Guideline(s) to buyers and procurers:
G2.2: Require the availability of understandable user guides for the specific product version, translated to the languages used by the target user group, in the format preferred by them.
G2.3: Require the elements of the telecare service provided to be configured and set up for access and use, including user parameters.
Guideline(s) to developers and access providers:
G2.4: Provide understandable, usability-tested and accessibility-certified written instructions with readable and adjustable font sizes, in the user’s preferred languages.
G2.5: Avoid the use of technical and medical jargon.