Towards a Framework for QoE

1. Towards a Framework for QoE Sergio Beker and Frédéric Guyard Orange Labs, Sophia-Antipolis, France

2. What is this evasive beast we call Quality of Experience ? • Psychologist : "QoE is a multidimensional construct that consist of emotional, motivational and cognitive aspect of experience" Orange Labs Workshop on QoE – September 18th 2009 Towards a Framework for Perceived Quality Notions

3. What is this evasive beast we call Quality of Experience ? • Psychologist : "QoE is a multidimensional construct that consist of emotional, motivational and cognitive aspect of experience" Orange Labs Workshop on QoE – September 18th 2009 Towards a Framework for Perceived Quality Notions

4. What is this evasive beast we call Quality of Experience ? • Psychologist : "QoE is a multidimensional construct that consist of emotional, motivational and cognitive aspect of experience" • ITU-T P10/G100: QoE is "the overall acceptability of an application or service, as perceived subjectively by the end-user" Orange Labs Workshop on QoE – September 18th 2009 Towards a Framework for Perceived Quality Notions

5. What is this evasive beast we call Quality of Experience ? • Psychologist : "QoE is a multidimensional construct that consist of emotional, motivational and cognitive aspect of experience" • ITU-T P10/G100: QoE is "the overall acceptability of an application or service, as perceived subjectively by the end-user" Orange Labs Workshop on QoE – September 18th 2009 Towards a Framework for Perceived Quality Notions

6. Orange Labs Workshop on QoE – September 18th 2009 Towards a Framework for Perceived Quality Notions

7. What is this evasive beast we call Quality of Experience ? • Psychologist : "QoE is a multidimensional construct that consist of emotional, motivational and cognitive aspect of experience" • ITU-T P10/G100: QoE is "the overall acceptability of an application or service, as perceived subjectively by the end-user" • TMF SLA Handbook: "QoE is a collective term to form a measure of the quality of a service or product and includes all aspects of service: its performance,level of customer satisfaction in the total experience, pre and post sales, and the delivery of its product and services" Orange Labs Workshop on QoE – September 18th 2009 Towards a Framework for Perceived Quality Notions

8. What is this evasive beast we call Quality of Experience ? • Psychologist : "QoE is a multidimensional construct that consist of emotional, motivational and cognitive aspect of experience" • ITU-T P10/G100: QoE is "the overall acceptability of an application or service, as perceived subjectively by the end-user" • TMF SLA Handbook: "QoE is a collective term to form a measure of the quality of a service or product and includes all aspects of service: its performance,level of customer satisfaction in the total experience, pre and post sales, and the delivery of its product and services" Orange Labs Workshop on QoE – September 18th 2009 Towards a Framework for Perceived Quality Notions

9. What is this evasive beast we call Quality of Experience ? • Psychologist : "QoE is a multidimensional construct that consist of emotional, motivational and cognitive aspect of experience" • ITU-T P10/G100: QoE is "the overall acceptability of an application or service, as perceived subjectively by the end-user" • TMF SLA Handbook: "QoE is a collective term to form a measure of the quality of a service or product and includes all aspects of service: its performance, level of customer satisfaction in the total experience, pre and post sales, and the delivery of its product and services" • ETSI 202-534: QoE is "the performance of a user when using what is presented by a communication service or application user interface" Orange Labs Workshop on QoE – September 18th 2009 Towards a Framework for Perceived Quality Notions

10. What is this evasive beast we call Quality of Experience ? • Psychologist : "QoE is a multidimensional construct that consist of emotional, motivational and cognitive aspect of experience" • ITU-T P10/G100: QoE is "the overall acceptability of an application or service, as perceived subjectively by the end-user" • TMF SLA Handbook: "QoE is a collective term to form a measure of the quality of a service or product and includes all aspects of service: its performance, level of customer satisfaction in the total experience, pre and post sales, and the delivery of its product and services" • ETSI 202-534: QoE is "the performance of a user when using what is presented by a communication service or application user interface" • ETSI 102-274: Fitness-for-purpose is "the correct balance between technological performance and human performance, such that the interaction is both sufficient and beneficial to person-to-person communication and consistent with human expectation from face-to-face communication" Orange Labs Workshop on QoE – September 18th 2009 Towards a Framework for Perceived Quality Notions

11. Communication Ecosystem + Quality of experience, perceived quality, quality of user experience, quality of customer experience, fitness-for-purpose, user satisfaction …. • What are we speaking about? • Who is concerned? • What do we want to do with this? A QoE Framework Service Model • QoS and QoE definition • Context • Actors and Roles • Interfaces Orange Labs Workshop on QoE – September 18th 2009 Towards a Framework for Perceived Quality Notions

12. SLA SLA From K. Kilkki, “Quality of experience in communication ecosystems,” J. of Universal Computer Sciences, vol. 14, no. 5, pp. 615–624, 2008. An example of Communication Ecosystem Quality of Experience Group user person customer service provider SLA SLA network application SLA Orange Labs Workshop on QoE – September 18th 2009 Towards a Framework for Perceived Quality Notions

13. An Example of Service Model Adapted from B. Bauer and A. Patrick 2004 HCI OSI Orange Labs Workshop on QoE – September 18th 2009 Towards a Framework for Perceived Quality Notions

14. An Example of Service Model Adapted from B. Bauer and A. Patrick 2004 HCI – Human Computer Interaction Display: keyboard, headphone, screen … Context: task requirements, environmental Human: psycho-physics performance; history, social … HCI OSI Orange Labs Workshop on QoE – September 18th 2009 Towards a Framework for Perceived Quality Notions

15. quality indicator At level L measure function YL: Non-measured parameters XL: measured parameters Layer L SLA YL-1: Non-measured parameters XL-1: measured parameters Layer L-1 Notions of quality ? Orange Labs Workshop on QoE – September 18th 2009 Towards a Framework for Perceived Quality Notions

16. QoUE QoDisplay QoDesign Actor : User HCI OSI Orange Labs Workshop on QoE – September 18th 2009 Towards a Framework for Perceived Quality Notions

17. Behavioral psychologists, psychophysics User HCI Ergonomists Application Telecommunications Experts OSI Network Orange Labs Workshop on QoE – September 18th 2009 Towards a Framework for Perceived Quality Notions

18. Questions • Can we define unambiguously QoE • Can we build a simple workable model to encompass notions of context and of perceived quality Orange Labs Workshop on QoE – September 18th 2009 Towards a Framework for Perceived Quality Notions