Final Draft ETSI EG 202 416 V0.0.8

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DRAFT ETSI EG 202 416 V 0.0.9 (2005-06-21)

Early DRAFT ETSI Guide

Your comments and input is welcome - please e-mail them to the STF285 Leader,

Human Factors;

User Interfaces;

Setup procedure design guidelines

for mobile terminals and e-services

DRAFT ETSI EG 202 416 V 0.0.9 (2005-06-20)

Reference

Keywords

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Contents

Intellectual Property Rights 6

Foreword (BvN) 6

Introduction (BvN) 6

1 Scope (All) 9

2 References (BvN) 9

3 Definitions and abbreviations (BvN) 10

3.1 Definitions 10

3.2 Abbreviations 11

4 Background and motivation (MSch) 12

4.1 The importance of setup procedures in a mobile environment 12

4.2 What is a mobile setup activity? 13

4.3 Bridging the digital divide 13

5 Previous work on setup procedures 13

5.1 Out-of-the-box experience (OOBE) 13

5.1.1. Packaging and unpacking 14

5.1.2. Hardware setup 14

5.1.3. Power-on 15

5.1.4. Configuration 15

5.1.5. Initial use 16

5.1.6. Doing work 16

5.1.7. Further assistance 17

5.1.8 Product extension 17

5.1.9. Replacement of terminals 17

5.1.10. OOBE testing and metrics 18

5.2 Generic setup issues from related domains 20

5.2.1 PC and peripheral setup 20

5.2.2 Complex home appliance setup 20

5.2.3 Telephone-based service setup 20

5.3 Previous work on mobile setup 20

5.3.1 Mobile out-of-thebox experience 21

5.3.2 Generic mobile guidelines/requirements 21

5.4 Summary of main setup problems 21

5.5 Moving forward: Dimensions for considering mobile setup activities 21

5.5.1 Life cycle 22

5.5.2 Context of usage 22

5.5.3 User activity 22

6 Use cases for setup activities (All) 23

6.1 Why we employ use cases 23

6.2 A template for cataloguing use cases 23

6.3 Ensuring use case coverage 24

6.4 From use cases to guidelines: a process 24

6.5 Target use cases 24

7 Generic setup guidelines 24

8 Terminal-specific setup guidelines 26

8.1 Example 26

9 e-service specific setup guidelines 26

9.1 Example 27

10 Setup procedures and design for all 27

11 Development and evaluation of setup procedures 27

Annex A (normative): Collective table of all recommendations (BvN) 28

Annex B (informative): Use cases (All) 29

B.1 Use Cases for setup activities 29

B.1.1 High level vs. low level use cases 30

B.1.2 A template for defining use cases 31

B.1.3 Potential problems that users may encounter in setup activities 31

B.1.4 Example use cases using Cockburn's template 33

B.1.5 Moving from use cases to guidelines 34

B.1.6 Use case brainstorm 34

B.1.6.1 Setup of voice-mail box 35

B.1.6.2 Settings of MMS services 35

B.1.6.2.1 Use case #1: Marja receives birthday greeting movie from Jaakko 36

B.1.6.2.2 Use case #2: Marja again? 37

Temporary reference: Done in EG 202 132 (will be removed) (All) 39

8 Configuration and guidance for terminal and service access, interworking, portability and error handling 39

8.1 General configuration procedures for service access 39

8.1.1 Generic configuration 39

8.1.2 Pre-configuration 41

8.1.3 Guided configuration 42

8.1.4 Manual configuration 43

8.2 Configuration procedures for access to specific services 44

8.3 Interworking and portability 44

8.4 Error handling guidance 46

History 47

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 ETSISR000314: "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 ETSISR000314 (or the updates on the ETSI Web server) which are, or may be, or may become, essential to the present document.

Foreword (BvN)

This ETSI Guide (EG) is being produced by ETSI Technical Committee Human Factors, Specialist Task Force 285, during March 2005 - September 2006.

The development of this EG is coordinated with the drafting of EG 202 417, …

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 (BvN)

Mobile devices play a key role in the daily activities of many people. The mobile telephone, as an example, is a highly successful device which meets a deep human need to communicate. However, new mobile applications and services are increasingly used to perform, not just basis communication, but a variey of tasks such as commerce and entertainment. Moreover, with technical developments 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, the ageing population, 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, configuration of services, and integrated or additionally offered applications may 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 einclusive information society.

In the past, the question of the "digital divide" defined the "haves" and "have-nots" mainly in economic terms, describing those who could afford new technology from those who could not. As technological progress in network and infrastructure deployment and manufacturing and economy-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 set up, configure and 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 European citizens.

Many users of mobile services experience serious difficulties trying to set up, configure and 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 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:More people are accessing services from mobile devices offering limited user interface capabilities.

· Increasing user expectations: Users are becoming accustomed to plug-and-play systems with fully configured components. Therefore users will have similar expectations of mobile products and e-services.

· The deployment of advanced social services (e.g. telecare services): These will require a complex level of interaction between the user and the service over and above voice and text messages increasing the requirement for a high level of user interface design also involving a trusted relationship between service operator and customer.

· Access to services by all: There is an increasing accessibility gap between technology-aware and less skilled user groups.

· Increasing variability in the segmentation of customers: as mobile devices become mass market products the diversity of users and their capabilities and limitations has increased. Children as young as 6 to senior aged over 80 now make up the cuctomer base of the ICTmarket.

· 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.

· EU Policy: The eEurope 2005 Action plan aims to ... give everyone the opportunity to participate in the global information society. Specifically, the new EU Commisioner for Information Society and Media, Viviane Reding, has stated in the European Parliament:

- "Ultimately, the development of the new technologies must be to the benefit of citizens and of their welfare. It is therefore essential to move towards a more people-centred approach where technologies are used by and for citiazens. Three aspects are fundamental here: combating the digital divide, stimulating the quality of life and encouraging participation".

All of the above dynamics in society mean that now, more than ever, there is a need to address the needs of all people when designing and developing mobile products and services.

As the hurdle to using remote services is the highest for first-time users with limited capabilties, there is a need to simplify first access to services as much as possible, provide clear guidance on configuration and use, as well as providing a clear description of service features and the limitations of specific services.

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 by the European Commission 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.

1 Scope (All)

The present document provides user interface design guidelines for the implementation of setup procedures with an emphasis on mobile access to these services. It identifies bestpractice solutions for configuration of devices and services throughout the product and service life-cycle. Based on these solutions, the document provides guidelines which can be used to develop systems usable to every user.