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ETSI DEG 202 417 V 0.0.17 (2005-06-26)

DRAFT ETSI Guide

Human Factors;

User education guidelines for

mobile terminals and e-services

ETSI DEG 202 417 V 0.0.17 (2005-06-26)

3

Reference

<DEG/HF-00070>

Keywords

< e-Inclusion, Guidelines, Human Factors, MMI, Technical communicator, Terminals, User guide, User education, User experience, User manual, User Interface >

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Contents

Intellectual Property Rights 6

Foreword 6

Executive summary 6

Introduction 6

1 Scope 9

2 References 9

3 Definitions, symbols and abbreviations 12

3.1 Definitions 12

3.2 Symbols 13

3.3 Abbreviations 13

4 The role of user education in ICT products and services 13

4.1 The increasing relevance of good user education 13

4.2 Legal and safety considerations 15

4.3 Cost-benefit trade offs 16

4.4 Localization 16

4.5 Analysis of user education for today’s ICT products and services 17

5 Principles of user education 17

5.1 “Know thy user” 17

5.1.1 User segmentation by adoption style of new technology 18

5.1.2 Other ways to user segmentation 19

5.1.2.1 Segmentation by region, gender, age and other criteria 19

5.2 User education in products and e-services life cycle 19

5.3 Factors influencing the usage of user education supports 20

5.3.1 User education support generic overview 20

5.3.2 Factor influencing the usage of user education 22

5.3.2.1 Offer related influence factors 22

5.3.2.2 User related influence factors 23

5.3.3 Usage behaviour toward documentation 24

6 Generic guidelines 24

6.1 Content 24

6.1.1 Generic content guidelines 24

6.1.2 Existing recommendations 25

6.1.3 Setup of terminals and e-services 25

6.2 Process 25

6.3 Illustrations 26

6.3.1 General 26

6.3.2 Existing recommendations 26

6.4 Content management 27

7 Paper-based UGs 27

7.1 General 27

7.1.2 Contact with publishers 27

7.2 Formats 28

7.2.1 Formats subclause 28

7.3 Formal structure 28

7.3.1 General 28

7.3.2 General recommendations 28

7.4 Consistency and logical structure 29

7.5 Main and secondary guides 29

7.6 Legal and regulatory issues (safety and security) 30

7.6.1 General 30

7.6.2 Existing recommendations 30

8 UG in the device (Support In the Device, SID) 30

8.1 Help texts 30

8.2 Demonstrations 31

8.3 Interactive tutorials, assistants, avatars 32

8.4 Audio guides (see above) 32

8.5 Links to online guidance 32

9 Web-based UGs 32

9.1 Adavantages and disadvantages of Web based information 32

9.1.1 Advantages of the screen 33

9.1.2 Disadvantages of the screen 33

9.2 Writing for the screen 33

9.3 Organising the screen 34

9.2.1 Text 34

9.2.2 Space 34

9.2.3 Graphics 34

9.3 Keeping updated 34

9.4 Text-based, tutorials, try-me’s 35

10 User guides on CD-ROM 35

10.1 Adavantages of CD-based information 35

11 Audio UGs 36

11.1 On CD or on the web or in the devices 36

11.2 DfA (see below) or to be used in the car / on the train 36

12 Other ways of providing information 36

12.1 User groups and forums 36

13 User education and design for all 36

13.1 User education for elderly users 36

13.2 User education for visually-impaired users 36

13.3 User education for hearing-impaired users 36

13.4 User education for users with cognitive impairments 36

13.5 User education for users with communication impairments 36

13.6 User education for children 36

14 Evaluation of user education 37

14.1 Background 37

14.1.1 General 37

14.1.2 Usability and accessibility of user guidance 37

14.2 Method 38

14.2.1 General 38

14.2.2 Test tasks 38

14.2.3 Materials 38

14.2.4 Sample 38

14.2.5 Analysis and reporting 39

14.2.6 Conclusion 39

15 Other issues 39

15.1 Terminology 39

15.2 Handling operator specific needs in user guidance 39

15.3 Special issues for guidance on e-services 39

15.3.1. Packaging and unpacking 40

15.3.2. Hardware setup 40

15.3.3. Power-on 40

15.3.4. Configuration 41

15.3.5. Initial use 42

15.4 What is the current research on user guides? What can we learn from there? 42

15.5 The future of user education 42

Annex A (normative): Collective table of all guidelines 43

A.1 Collective table of all guidelines 43

A.2 Guideline examples- just for now 44

A.2.1 Terminal-specific guidelines 44

A.2.1.1 Example guidelines 44

A.3 Terminology- just for now 44

Annex B (informative): If any 45

B.1 First clause of the annex 45

B.1.1 First subdivided clause of the annex 45

Annex N (informative): Bibliography 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 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 EG is being produced in coordination with EG 202 416, “Human Factors; User Interfaces; Setup procedure design guidelines for mobile terminals and e-services”.

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 technical communicators, user experience and interaction design professionals, developers of mobile terminals, e-services and applications, mobile network and system providers, terminal approvers and standard writers and developers.

Executive summary

This clause will provide a full listing of user education meta-guidelines (if applicable) or a subset of the main guidelines, applicable for mobile terminals and e-services (also avaiting ETSI editorial clarifications).

Introduction

Information and communication technologies (ICT) play a key role in the everyday life of many people and mobile communication services are a mass market (in 2004, at least 80% of EU citizens were using them) [25].

New applications and e-services are increasingly used to perform necessary or entertaining tasks. Connectivity and interoperability between telecommunications networks, personal computing, the Internet and ever-smarter mobile devices and e-services offer enormous potential for improving life, if used as intended and used by all. Users who cannot understand and learn how to efficiently use their devices, e-services and integrated or additionally offered applications will be permanantly 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 policy makers, 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. Technological progress in network and infrastructure deployment and manufacturing and economy-of-scale effects in household availability and service provision make access to e-services affordable to the largest proportion of the European society. In the mean time, 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 e-services. This latter aspect of the “digital divide” has direct economic and societal consequences as the uptake of mobile e-services will only be at a successful level if the new devices and e-services can actually be accessed, set up and used by the European citizens.

It has to be recognized that many existing e-services (both broadband and narrowband) cannot be fully utilized by many users due to difficulties in either installing and configuring e-services on their devices or understanding the full potential of these e-services. These obstacles to a full use of fixed and mobile broadband ICT e-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 e-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 e-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 e-services deployed with a social interest (e.g. telecare services) without a certain level of pre-requisites these often advanced e-services build on (e.g. comfort of use, development of a trusted relation, basic skills and familiarity), such e-services will not be able to launch.

· Access to e-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 e-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.

· 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 e-services exceeds the ability of many users while personal assistance and support cannot be easily offerred at an affordable cost.

As the hurdle to using remote e-services is the highest for first-time users with limited skills, experiences and previous knowledge, it is required that first access to e-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 e-services are made available.

From the perspective of digitally networked homes and society and in order to be able to make proper use of the smart solutions and devices deployed, it becomes more important than ever that users are enabled to understand access and use the offered capabilities. Future architectures assume that users will select service providers independently of the access mechanism, roam between delivery networks, based upon their subscription profiles and define their service needs with regard to the quality, security, privacy and cost of the service. We believe this goal is nearly impossible to achieve, if the generic user knowledge level is not increased and the complexity of set-up and configuration procedures not reduced.

This document provides a clear set of guidelines on how user instructions ought to be provided, taking into account the requirement of different user groups (e.g. young, elderly, disabled and less literate users) and the possibilities offered by different media.

The guidelines provided in the present document have a strong practical focus on the most common difficulties and problems faced by ICT users. The recommendations provided also take into consideration the constraints faced by the ICT industry in the provision of user education e-services.

The improved user education helps end users to discover, understand and make use of new and existing e-services. Consequently, this also benefits service and network operators through increased service uptake. In addition, this will also benefit society as a whole by ensuring improved access to mobile information and communications technologies (ICT) for consumers who might otherwise be excluded (e.g. elderly users or users with impairments).

Operators of e-services and applications will benefit directly, as many features that are under-used today may generate more ARPU in the future if better user instructions help users to discover these features. Furthermore, the necessity for user support is expected to be reduced.

The obvious benefits for all end users will be reflected by a reduced digital divide, opening up access to and the use of the potential of future systems and e-services in the information society for all.

The target of work is to emphasize opportunities for simple but generic solutions that are commercially attractive to network operators and equipment and service providers for delivery as a sustainable revenue generating activity, which opens access to information and communications technologies to consumers who might otherwise be excluded.

This will also ensure that users will receive user instructions and other guidance that are:

· appropriate for the user’s level of expertise and cognitive abilities;

· using media or a combination of media that benefits the largest range of users; and

· are structured in a way to offer good navigation throughout the guide.

The guidelines have been developed by and discussed and agreed with key players of the ICT industry in a consensus-oriented way. They have also been presented aty various key events and consensus building workshops.

This last paragraph of the Intro will introduce the stucture of the document.

1 Scope

The present document provides guidelines for the development, presentation, and evaluation of user education such as paper-based user guides or digital help systems for mobile terminals and e-services. The aim of the present document is to provide generic guidelines, based on broad consensus, that help increase the uptake and usage of mobile e-services for available and emerging mobile infrastructures.