User experience design guidelines for telecare services (in development) Torbjørn Sund ETSI STF 299 (Telecare User Exper

1. User experience design guidelines for telecare services(in development)Torbjørn SundETSI STF 299 (Telecare User Experience) torbjorn.sund@telenor.com TTeC 2006

2. 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 TTeC 2006

3. 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

4. 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 TTeC 2006

5. 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) TTeC 2006

6. 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 TTeC 2006

7. 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 TTeC 2006

8. 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 TTeC 2006

9. 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 TTeC 2006

10. 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 TTeC 2006

11. 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. TTeC 2006

12. 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. TTeC 2006

13. 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 TTeC 2006

14. 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 TTeC 2006

15. 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! TTeC 2006

16. 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 TTeC 2006

17. 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 TTeC 2006

18. 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 TTeC 2006

19. 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. … TTeC 2006

20. Thanks for your attentionYour input and comments are welcome For more information:http://www.stf299.orgComments and input :post@stf299.org or bruno@vonniman.com (STF Leader) TTeC 2006