User experience design guidelines for telecare services
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User experience design guidelines for telecare services (in development) Torbjørn Sund ETSI STF 299 (Telecare User Experience) [email protected] PowerPoint PPT Presentation


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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 torbj rn sund etsi stf 299 telecare user exper

User experience design guidelines for telecare services(in development)Torbjørn SundETSI STF 299 (Telecare User Experience) [email protected]

TTeC 2006


User experience design guidelines for telecare services in development torbj rn sund etsi stf 299 telecare user exper

What is ETSI?

  • ETSI: European Telecommunications Standardisation Institute

  • ICT standards organization, private not for profit

  • Created 1988, is now an internationally recognized multinational SDO

  • Global membership (670+ Members, 80% industry, 20% overseas)

  • Worldwide industrial hits (fixed, mobile, broadcast)…

  • Favours partnerships (regional/technical)

    • Founding partner and home of the 3GPP (3rd Generation Partnership project) (EU/US/China/Japan/Korea)

    • Broadcast (EBU/CLC)

  • Interoperability services (test specs, test suites, interop testing-”PlugTests”)

  • All deliverables available free of charge

    http://www.etsi.org

    http://portal.etsi.org

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User experience design guidelines for telecare services in development torbj rn sund etsi stf 299 telecare user exper

What is an STF?

  • STF: Specialist Task Force

  • An STF is a team of experts working together over a pre-defined period to draft an ETSI standard or technical report, under the guidance of an ETSI Technical Body and with the support of the ETSI Secretariat.

  • The task of the STF is to accelerate the standardisation process in areas of strategic importance and in response to urgent market needs.

  • STF work is normally done by the experts in common sessions in the ETSI premises of Sophia Antipolis.

  • Experts for STFs can be proposed by ETSI Members or supported by ETSI Members.

TTeC 2006


User experience design guidelines for telecare services in development torbj rn sund etsi stf 299 telecare user exper

GTSC

GRSC

ETSI partnerships

International

bodies

ITU-T

ITU-R

JTC1

Partnerships

Interregional

Co-operation

  • WIMAX forum

  • NENA

  • CITEL

  • CCSA

  • DVB Project

  • EBU

  • GSMA

  • IEEE

  • IPv6 Forum

  • TETRA MoU

  • (70 altogether)

CENELEC

Europe

CEN

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User experience design guidelines for telecare services in development torbj rn sund etsi stf 299 telecare user exper

Global Standards Collaboration

Interregional collaboration on selected standardization subjects between

ARIB(Japan)

(China)

TTC(Japan)

ISACC (Canada)

TTA(Korea)

TIA (USA)

ITU(International)

ATIS (USA)

ACIF(Australia)

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Etsi focus on standards

ETSI focus on standards

  • Technical interoperability:

    • Between systems (end-to-end interface, protocols)

    • Between building blocks (system architecture)

    • Between components (component design)

  • Reduce costs

    • Component-based development

    • Shorter development cycles

    • Easy integration

  • Expand markets

  • Enable competition

  • Faster learning

  • Create trust and confidence in products

  • Testing:

    • Conformance tests

    • Interoperability tests

  • Market validation

  • Systems integration

  • Project coordinator

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Open process

Open process

  • Open meetings:All stakeholders may participate in the standards development process

  • Consensus:All interests are discussed and agreement found

  • Due process:Balloting and appeal process may be used to find resolution

  • Open IPR:IPRholders must identify themselves during standards development process

  • Open access:Open access to all deliverables

  • Open World:Same standard for the same function world-wide

  • Open interfaces:Allow additional functions, public or proprietary

  • Open markets:Interoperability, users are not locked in with one supplier or service provider

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User experience design guidelines for telecare services in development torbj rn sund etsi stf 299 telecare user exper

Status: 2006-04-28

Technical Committees

TC AT

Access and Terminals

TC DECT

Digital Enhanced

Cordless

Telecommunication

TC TISPANTelecoms & Internet

converged Services & Protocols for Advanced Networks

TC ERM

EMC and

Radio Spectrum Matters

TC EE

Environmental

Engineering

TC TETRA

Terrestrial

Trunked RADIO

TC MTS

Methods for Testing &

Specification

JTC Broadcast

EBU/CENELEC/ETSI

TC ESI

Electronic Signatures

& Infrastructures

TC LI

Lawful Interception

TC BRAN

Broadband Radio

Access Networks

TC SES

Satellite Earth Stations

& Systems

TC Safety

Telecommunications

Equipment Safety

TC HF

Human Factors

TC health

eHealth and Telecare in prep

TC TM

Transmission

and Multiplexing

TC STQ

Speech processing

Transmission & Quality

TC PLT

PowerLine

Telecommunications

TC RT

Railway

Telecommunications

TC MSG

Mobile Standards Group

ECMATC32

Standardizing

information &communication systems

TC SCP

Smart Card Platform

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Etsi activities in telecare

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

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Etsi activities in telecare1

ETSI activities in Telecare

  • ETSI Guide (under 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

    • Information: http://portal.etsi.org/STFs/HF/STF299.asp

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Etsi and e health

ETSI and e-health

  • The EU Commission has encouraged ETSI to continue its e-Health work and has already promised funding for 2007.

  • Creation of starter group to prepare a Technical Committee

  • Need for standardization:

    • Basic level: by mid 2004, a European Health Identity Card (EHIC) shall be introduced (already achieved).

    • National level: by 2005, EU member states are required to develop national and regional e Health strategies.

    • Interoperability level: by 2006, national healthcare networks should be well advanced in their efforts to exchange information, including client identifiers.

    • Networked level: by 2008, health information and services such as e-prescription, e-referral, telemonitoring and telecare, are to become commonplace, accessible over both fixed and mobile broadband networks.

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Why telecare

Why Telecare?

4.5

50

Support Ratio 1

UK Long TermHealthcare Cost 2

45

4.0

40

35

3.5

UK Long Term Healthcare Cost (£B)

Ratio Persons Aged 16-64 to 65+

30

3.0

25

20

2.5

15

2.0

10

1995

2005

2015

2025

2035

2045

2055

Year

1.Office for National Statistics, 2002.2.Royal Commission Report into Long Term Care, 1999.

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Telecare is

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

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Evolution of telecare services

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

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Rationale for our work

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!

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User centred integration of telecare services

TELECARE INTEGRATED MODEL

PROVIDED SERVICES

Infrastructure

Providers

Policy

Makers

Electronic

Assistive

Technologies

Information

Provisioning

Standard

Developers

Service

Providers

USERS

Disabled people

Elderly people

Carers

Home Safety &

Security

Monitoring

Personal

Monitoring

Device and

Application

Developers

Equipment

Suppliers

UNIFIED ACCESS POINTS ASSESMENT COORDINATION

Design for All

Independent Living

Sustainability

Ethics

METHODOLOGICAL APPROACH

User centred integration of telecare services

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Some telecare scenarios

Some telecare scenarios

Scenario 1:

Local authorities using a commercial telecare offering based on community matrons

Scenario 2:

Retired engineer with a chronic heart disease and a new smartphone

Scenario 3:

Pregnant woman with mildly elevated blood pressure (pre-eclampsia), needing surveillance

Scenario 4:

Old male living alone, profoundly deaf and suffering from kidney malfunction

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Life cycles and stakeholders

Life-cycles and stakeholders

  • Life-cycles:

    • Research

    • Development

    • Manufacturing

    • Service provisioning

  • Stakeholders:

    • Users: Clients, carers (professional and informal)

    • Care service providers

    • Buyers and procurers

    • Developers

    • Communication access providers

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Guideline example

Guideline example

Generic guideline G2:

G2: Provide clear, easily understandable and accessible service instructions.

Guideline(s) to users:

None

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.

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Thanks for your attention your input and comments are welcome

Thanks for your attentionYour input and comments are welcome

For more information:http://www.stf299.orgComments and input :[email protected]

or

[email protected]

(STF Leader)

TTeC 2006


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