Next Generation Internet and Quality of Experience

1. Next Generation Internet and Quality of Experience Kalevi Kilkki EuroFGI IA.7.6 Workshop on Socio-Economic Issues of NGISantander, Spain 28-29 June 2007

2. Content • What is Quality of Experience? • How could we analyze it?

3. Historical perspective: Papers in IEEE databaseQoS vs. QoE Terms in abstract Relative share of QoS papers with the keyword1 = average share of QoS papers over all networking papers Too many QoS papers is bad for any networking technology because the scope of QoS is too narrow

4. Very brief literature study about Quality of Experience • Quotations from QoE papers • Liu Li-yuan, et al, 2006 • “The function of quality of experience (QoE) evaluation includes two aspects: to monitor the experience of user on-line, then to control and justify the service based on the QoE to ensure that the quality of service can highly meet the requirements of the user.” • Lopez, et al, 2006 • “Quality of experience (QoE) has been defined as an extension of the traditional quality of service (QoS) in the sense that QoE provides information regarding the delivered services from an end-user point of view.” • Some more references in extra slides

5. What does QoE mean? • Definition = meaning (not purpose) • It is questionable to define QoE as an extension of something (QoS), or through a specific goal (optimization of service). • Wikipedia • In business terminology QoE is also known as "Quality of User Experience," and is a subjective measure of a customer's experiences with a vendor. • QoE as regards telecommunications networks is a purely subjectivemeasure from the user’s perspective of the overall value of the service provided. • Obviously some confusion about the genuine meaning of QoE • Let us take a somewhat broader view

6. Communications ecosystem is immensely complex To manage the complexity, it can be divided into three areas Human behavior Business analysis Technical performance Ultimate goal is to give credible estimates about benefits obtainedby persons, user and customer behavior, and business opportunity (€) € The big picture: Ecosystem modeling Person Groupmember Application User Device Customer Devicevendor Contentowner Serviceprovider Networkoperator Network

7. Person with different roles Person when thinkingabout fundamental needsand overall satisfaction User when using applications orservices Customer when selecting and buying products and services Group member when interacting with others Quality of Experienceis related to all roles Modeling human behavior MOSMean Opinion Score QoE Person Groupmember Application User QoS Network Customer Marketing Vendor / Provider

8. Dictionary approach • Dictionary • Experience: the totality of a person's perceptions, feelings, and memories • Quality: the basic character or nature of something • QoE: the basic nature of a person's perceptions, feelings, and memories • far-reaching definition, hard to apply in a concrete analysis • Still, we may keep QoE as the most generic concept, and then define additional terms for each role • From modeling viewpoint that is the most reasonable approach QoE Person

9. What are the sub-concepts? • Quality of User Experience (QUE) • Quality of Customer Experience (QCE) • Quality of Group Experience (QGE)? • Quality of xxx Experience (Q?E) • Google hits • Quality of Experience 383 000 • Quality of User Experience 13 400 • Quality of Customer Experience 32 300 • Quality of Group Experience 9 • Quality of Service 28 300 000 • Mean Opinion Score 104 000 QoE MOS QGE ? QUE Person Groupmember Application User QoS Network Customer QCE

10. 36€/month current cost per session(time * effort + money) 50 An approach to model QUE QUEmeasure Perceivedvalue Userexperience Person Application User Motivation Userbehavior Pricing Serviceprovider

11. End-user model – improving quality The value of service is deemed 30% higherbecause of improved display properties Perceivedvalue Userexperience Person Application User Motivation Userbehavior Pricing +30% Serviceprovider +19 € +10 sessions

12. End-user model – improving usability Service is easier to use (30 s/session)  cost of session is decreased by 0.2 € Perceivedvalue Userexperience Person Application User Motivation Userbehavior Pricing Serviceprovider +12 € +16 sessions -0.2 €/session

13. End-user model – improving network Service availability is improved from 80% to 90% Perceivedvalue Userexperience Person Application User Motivation Userbehavior Pricing Network Serviceprovider success rate +12% +4 € +6 sessions

14. Summary • Quality of Experience • Key concept when we try to understand what the Next Generation Internet is able to provide to end-users (to us!) • Covers all relevant aspectsthat define how satisfieda person is with a service • Shall be divided into sub-concepts (because analysismust be modular in any case) • The ultimate objective is to assesshow users and customers behave with new service e.g. provided by Next Generation Internet • A lot work is needed to accomplish this task QoE MOS QUE QGE ? Person Groupmember Application User QoS Network Customer QCE

15. Comments orquestions?

16. Abstract • Quality of Service (QoS) was the Term ten years ago. Particularly QoS was the answer to the question why should telecom operators and providers rely on ATM rather than on best effort Internet. Obviously, a network with QoS was able to provide better service than a network without QoS. However, this QoS viewpoint was pretty technical, while end-users are not usually at all bothered about technical performance. What they really care about is the experience they are able to obtain, and Internet provided, even without any QoS mechanisms, a lot of new experiences, like web-browsing, e-mail and search engines. • Thus if and when we want to make realistic analysis what network technologies and services will succeed, we must consider very seriously what are the real issues that define the real behavior of end-users. Quality of Experience (QoE, sometimes QoX) is a key term in this task. QoE is a subjective measure from the user's perspective of the overall value of the service provided. QoS is just one, often minor ingredient of Quality of Experience analysis. Other essential issues include the expectations of the end-users, the content of the service, the importance of service for the end-user, the characteristics of the device, and the price of the service. The challenging task of QoE research is to create a framework that is able combine these diverse aspects under a common umbrella in a way that we are able to somehow predict the behavior of end users when new services are offered to them. The talk will discuss about how this task can be carried out. • Kalevi Kilkki • Principal ScientistNokia Siemens Networkskalevi.kilkki(at)nsn.com • Selected publications available at http://kilkki.net/3

17. Quality of Experience in some papers (IEEE) • Heddaya, A.S., An economically scalable Internet, Computer, Vol. 35, Issue 9, Sept. 2002, p. 93 – 95 • For example, downloading a two-hour movie to a home entertainment system or PC for later viewing can yield high QoE for the movie-viewing experience, even if the available bandwidth is of low quality in terms of packet loss, packet delay, and bandwidth variation. • Pereira, F., A Triple User Characterization Model for Video Adaptation and Quality of Experience Evaluation, 7th Workshop on Multimedia Signal Processing, Oct. 2005. • The notion of 'quality of service' has to evolve to something more encompassing like 'quality of experience' where user satisfaction considers not only the sensorial and perceptual dimensions but also the important emotional dimension. • Liu Li-yuan; Zhou Wen-an; Song Jun-de, The Research of Quality of Experience Evaluation Method in Pervasive Computing Environment. 1st International Symposium on Pervasive Computing and Applications, 3-5 Aug. 2006, p.178 - 182 • The function of quality of experience (QoE) evaluation includes two aspects: to monitor the experience of user on-line, then to control and justify the service based on the QoE to ensure that the quality of service can highly meet the requirements of the user. • Zapater, M.N. et al., A Proposed Approach for Quality of Experience Assurance of IPTV, 1st Int. Conf. on the Digital Society, Jan. 2007. • There is a need to ensure quality on an end-to-end basis and at a higher abstraction layer by combining QoS and QoE in one integrated framework. • Lopez, D.; Gonzalez, F.; Bellido, L.; Alonso, A., Adaptive multimedia streaming over IP based on customer oriented metrics, International Symposium on Computer Networks, 16-18 June 2006, p. 185 - 191 • Quality of experience (QoE) has been defined as an extension of the traditional quality of service (QoS) in the sense that QoE provides information regarding the delivered services from an end-user point of view. • Siller, M.; Woods, J.C., QoS arbitration for improving the QoE in multimedia transmission, Int. Conf. on Visual Information Engineering, 7-9 July 2003 p. 238 - 241 • This contribution presents a Quality of Experience (QoE) framework. It evaluates QoE using QoS metrics, network feedback, and dynamic user requirements. and proposes a definition for QoE. In (3) QoE is considered as all the perception elements of the network and performance relative to expectations of the users/ subscribers. • Patrick, A.S. et al, A QoE sensitive architecture for advanced collaborative environments, First International Conference on Quality of Service in Heterogeneous Wired/Wireless Networks, 2004, p. 319 - 322 • Quality of Experience can be defined as the characteristics of the sensations, perceptions, and opinions of people as they interact with their environments.