Enabling and Improving the Use of Mobile e -Services

1. Enabling and Improving the Use of Mobile e-Services Workshop @ Human-Computer Interaction with Mobile Devices and Services (“Mobile HCI MDS”) 2005 Salzburg, Austria September 19, 2005 Mobile HCI 2005 WS

2. Agenda • 9:00- 10:30: Introduction • to the work and the common parts • 11:00- 12:30: Breakout session #1 • User education and Setup tracks • 12:30- 14:00 Lunch • 14:00- 15:30: Breakout session #2 • User education and Setup tracks • 16:00- 17:00 Sum-up, conclusions and close of day • 18:00 Workshop participants’ drink Coffee and convenience breaks will be flexible Mobile HCI 2005 WS

3. STF285 • Present: • Bruno von Niman, ITS (vonniman consulting) • Martin Böcker, Siemens • Matthias Schneider-Hufschmidt, Siemens • Margareta Flygt, Sony Ericsson • Pekka Ketola, Nokia • David Williams, Motorola (majire) • Absent with a good reason: • Pascale Parodi, Nokia • Michael Tate, BT Mobile HCI 2005 WS

4. Why standards? Mobile HCI 2005 WS

5. The GSM Footprint GSM coverage No GSM coverage Mobile HCI 2005 WS

6. Background to ETSI • Founded 1988, not-for-profit • Officially recognised telecommunications ESO in Europe • Based in Sophia Antipolis, south of France • ~700 Members from ~60 countries from exactly 5 continents • Manufacturers, network operators and service providers, administrations, research bodies and users providing a forum in which all key players can contribute • http://www.etsi.org/ Mobile HCI 2005 WS

7. Background to ETSI Service Providers & Others 24% Manufacturers Users 51% 4% Administrations 8% Network Operators 13% Mobile HCI 2005 WS

8. ETSI success stories and work programme Virtual Networks EMC Security WAN Video on demand Multimedia A/D Terminal Equipment Public safety SES TM Powerline PTS NA ISDN B-ISDN SPS TFTS SDH TMN BRAN UPT DECT HF Hiperlan VSAT ONP DSRR GSM EE TETRA RLAN SEC Intelligent Networks RLL HDTV ATM FITL UMTS (3G) Cordless Terminal Mobility STQ Corporate Networks Teleworking DTV A/D Access ERM DAB CTM DVB CT2 VoIP Testing Methods Mobile HCI 2005 WS

9. ETSI TC Human Factors • Responsible for human factors issues in all areas of telecommunications and ICT • Responsibility to ensure ETSI takes account of the needs of all users- generic, older, young, disabled, etc. • Produces standards, guidelines and reports that set the criteria necessary to ensure the best possible user experience • Chairman: Stephen Furner (BT, UK) • Vice Chairmen: Bruno von Niman (ITS, Sweden) Lutz Groh (Siemens, Germany) Mobile HCI 2005 WS

10. The user experience of ICT:1876~ 1990 • Intelligent agent-assisted, natural speech-controlled calls and text messages to and from unique wired devices • Safe, secure, always-on • Positioning services, context and location-sensitive • Computers processed by specialists • First Apples and PCs • Major improvements: • design; • increasing number of users; • HW: the handset, handsfree and push-button keys; • technology advances. Mobile HCI 2005 WS

11. Consumer experience of ICT:1990- Future Generation • ICT plays a key role in everyday life - eSociety; • Mobile, multimodal, personal, universal, converging, always-on, ever-smarter; • Capabilities evolving further; • More mobile than fixed; • Growth driven by: • Technology; • voice-centric users, data adapters and mobile services; • user experience. • Complexity, interoperability and connectivity issues Mobile HCI 2005 WS

12. Everyday life- e-Society Mobile HCI 2005 WS

13. One-stop authentication • Voice communication services • Calendar • Phone and address book • Multi-messaging • Web content • Business applications • Professional, personal, private • Entertainment • … Mobile Fixed Mixed Multiple access to information and communication PC Mobile HCI 2005 WS

14. The “Usability Gap” • “Featurism” - product complexity increasing • Range of ICT users broadening – children, older, disabled people Mobile HCI 2005 WS

15. Decreasing the “Usability Gap” • Possible ways to decrease complexity include: • understanding of user needs; • excellent user interfaces; • simplicity of configuration, operation and maintenance; • personalization capabilities and • ease of operation. • Also helpful: • technological advances (e.g. better speech recognition); • a maturing ICT industry. Mobile HCI 2005 WS

16. Standards- starting with the user experience! Mobile HCI 2005 WS

17. The eEurope Initiative • Launched by the European Commission in 2000: “eEurope 2002 – An Information Society For All” • Intended to accelerate positive change in the EU • Aims to: • secure equal access to digital systems and services for all of Europe's citizens • promote computer literacy and • create a partnership environment between the users and providers of systems, based on trust and enterprise • Ultimate objective: bring everyone in Europe on-line • Successful • Building on this success, in June 2002 the initiative was extended into eEurope Action Plan 2005 Mobile HCI 2005 WS

18. eEurope "action lines" • Accessible and cheaper Internet • eResearch • eSecurity • eEducation • eWorking • eAccessibility • eCommerce • eGovernment • eHealth • eContent • eTransport Mobile HCI 2005 WS

19. ETSI HF Specialist Task Forces - Requirements for assistive technology devices in ICT - Generic spoken command vocabulary for ICT devices and services - Guidelines on the multimodality of icons, symbols and pictograms - Guidelines for ICT products and services:Design for All - Access to ICT by children; Issues and guidelines - Alphanumeric characters in European languages: sorting orders and assignment to the 12-key telephone keypad - Human Factors of work in call centers - Multimodal interaction, communication and navigation - Maximizing the usability of UCI based systems - Guidelines for generic UI elements of mobile terminals and services - Telecare in and outside of intelligent homes - User profile management - Guidelines for the design and use of ICT by children • Duplex universal speech and text communication • Multicultural aspects of ICT • Etc. Mobile HCI 2005 WS

20. STF285: User Education and Set-up Procedures • Contracted experts representing • Nokia, • Siemens, • Sony Ericsson and • Independent consultants • Takes into account previous work • Open, result-oriented, pro-active work based on consensus • All results agreed with key players in the industry • ETSI Guide to be published in 2006 Mobile HCI 2005 WS

21. STF 285: Scope • Elaborate the previous work in two key areas: • Set-up procedures • User Education • Provide guidelines on both areas in order to support device and service design: • Support users in first-time device and service set up • Support users in using features and services • Principles identifying minimum quality standards • Ensure a design-for-all approach (universal design) • Outline solutions for ensuring access by the widest possible range of users Mobile HCI 2005 WS

22. Rationale for minimum standards in user guides • User guides are frequently neglected by manufacturers • Modern ICT devices are complex, miniaturised, evolving fast, used by novices, borrow inadequate UI concepts from computers, interact with other devices, have features based in device and others based in the network • Bad user education leads to failure of feature set up, low or no service uptake, decreased trust in manufacturer and service provider Mobile HCI 2005 WS

23. Rationale for minimum standards in user guides • The user guide is not complete (i.e. the information is not there) • The information cannot be found • The language of the user guide is inadequate • The structure of the guide is inadequate • The explanation of how to use a feature is to abstract • The information cannot be perceived adequately • The functionality / software implementation is not frozen at the time the user guide has to be completed Mobile HCI 2005 WS

24. Legal and safety Localization User characteristics User education in product life cycle Factors influencing usage Generic guidelines Paper-based user guides User guides in the device Web-based user guides User guides on CD-ROMs Audio user guides User groups and for a User education and design for all Evaluation of user education Areas covered: user guides Mobile HCI 2005 WS

25. User education guidelines for mobile terminals and e-services Workhop held as part ofMobile HCI 2005 Salzburg, Austria 19.9.2005 Mobile HCI 2005 WS

26. The general image… Mobile HCI 2005 WS

27. Why bother? • User Guides matter: • They are a part of the overall user experience • They contribute to the user’s perception of the product quality • They are one of the means for expressing brand values and messages • A function that is not known or understood will not generate ARPU • They are required (legaland regulatory requirements) Mobile HCI 2005 WS

28. Who needs them? • No need for user guides if the UI is sufficiently self explanatory. • But Mobile ICT products: • are highly complex • are difficult to set up • have miniaturized input and output devices • become even smaller even if screen resolution increases • evolve fast • are used by non experts Mobile HCI 2005 WS

29. Who needs them? • No need for user guides if the UI is sufficiently self explanatory. • But: • UI concepts are inadequately borrowed from PCs • They interact with PCs and other devices (e.g. for synchronization) • Many feature concepts aren’t understood • Services are often presented seamlessly • The source of errors (device, service, network) is often unclear Mobile HCI 2005 WS

30. Who needs them? • Users are heterogeneous • Previous knowledge about features and UI concepts differs • The range from power users to one-feature-only users • Users differ in their physical and psychological needs and abilities (e.g. immigrants with limited local-language skills, low-literacy users, elderly or handicapped users) Mobile HCI 2005 WS

31. When is user education needed? • User education is needed throughout the product life cycle Mobile HCI 2005 WS

32. Wider problem context • Further problmens: • Users fail to set up their device • Users don’t know about their personal subscription • User guides are needed in first-time set up and in error situations • Some features (e.g. Call Forwarding) are complex and have consequences • Little or no information available on tariffing for services Mobile HCI 2005 WS

33. Wider problem context • Problems with current user guidance: • User guide is incomplete • The information cannot be found • The language used is inadequate • The structure of the guide is inadequate • The explanation is too abstract • The information cannot be perceived adequately • The functionality or SW implementation is not frozen at the time the user guide has to be completed • The technical writer describes a product s/he doesn’t really know Mobile HCI 2005 WS

34. Cost-benefit trade-offs • Some relevant cost-benefit trade-offs related to providing user education are: • Frustration with failure to fully being able to use a product leads to reduced ARPU and low brand loyalty • Insufficient user education can lead to costs in customer care centres • Written user guides are often not up to date at time of print • Sometimes even the product is out of date at time of shipping (SW updates) • Products are sent in as faulty because users don’t understand how they work Mobile HCI 2005 WS

35. Current practice • In spite of cost-benefit trade-offs: • Cheapest, minimum effort solutions • Very small fonts for cost saving • Symbols to save space for text and costs for translating • Reduced volume to save paper and reduce box sizes • Wrong assumptions about what the users know • User-guide related activities are outsourced • No effort spent of user education for handicapped users • Too little time for adjusting user guides to product changes • Not all procedures are mentioned in detail • Functions are described without preconditions • Usability tests of user guides are the exceptions • Same text different target groups and products Mobile HCI 2005 WS

36. What to think of when writing user guides • Legal requirements • Customers’ needs and expectations • Management - Service Providers requirements • Internal and external processes (defined, managed, repeatable) Mobile HCI 2005 WS

37. General guidelines for better user information • Write style guides for language, illustrations and information structure for consistency • Conduct usability studies not only for mobile terminals, but also for user education • Use experienced staff for writing, lay-out, translation and usability testing – well aware of the customers’ needs. • Include lessons learnt for comming products Mobile HCI 2005 WS

38. To think of • Localization – the user guide is used worldwide • Write style guides and conduct validations for translations • Terminology – use simple and clear, consistent language, industry-standard and user-friendly terms (invisible, intuitive, logical in its context, easy to understand, avoid jargon or abbreviations) • Lay-out – simple and clear • Illustrations – as information bearer • Information structure - consistent Mobile HCI 2005 WS

39. Information to include • Product description – not how it works, but how to use it! • Safety information • How to use (turn on/off) • Troubleshooting • Maintenance & service • Recycling & disposal • If not complete – where can you find more information Mobile HCI 2005 WS

40. Paper based User Guide + • Still the most required and used kind of UG • Often the master UG on which other medias are built on • Required for legal reasons and legal texts - • Long leadtimes (translation and print) Contact publishers and check their capabilities and restrictions of production in advance Mobile HCI 2005 WS

41. Paper based User Guide Mobile HCI 2005 WS

42. When do you want which information? • Quick guide – to get started • Paper based user guide – basic learning • Support in device (on the run, start-up wizards, tips, avatars) • Web – extended versions and further explanations, FAQs, Support, product information Recommendation: Decide which information is useful for which media. Mobile HCI 2005 WS

43. User guide in the device / SID (Support in the Device) • Support in the device is available in many forms: • Help texts • Demonstrations • Interactive tutors / avatars • Tips • Setup / configuration wizards Mobile HCI 2005 WS

44. Advantages Content can be updated in real time Text can be read in the dark Text can be searched for easily Text can be varied in size for partially sighted users The reader can be automatically led through the text The screen can be interactive Disadvantages Everyone can read a book Computers are not always available for use Computers are not always connected to the web Computers are normally in a fixed location Prolonged reading can produce eye strain Readers scan information rather than read in a linar fashion as they do with text Web-based user guides Mobile HCI 2005 WS

45. Web-based user guides Mobile HCI 2005 WS

46. Web-based user guides Mobile HCI 2005 WS

47. Other ways of providing user education • User guides on CD-ROM • Audio user guides • User groups and fora Mobile HCI 2005 WS

48. User education and Design for All • User eduation for • Elderly users • Visually-impaired users • Hearing-impaired users • Users with cognitive impairments • Users with communication impairments • Children Mobile HCI 2005 WS

49. Open Issues • Which media for which users / products / situations? • The future of user education? • User education and the need for cost cutting? • User education in a perfect world? • Feeding back lessons learnt to the designers Mobile HCI 2005 WS

50. Which media for which users / products / situations? Mobile HCI 2005 WS