ETSI TR 102 972 V1.1.1 (2009-10)

Human Factors (HF); User Interfaces; Generic user interface elements for 3G/UMTS mobile devices, services and applications

DTR/HF-00080

General Information

• Status: Published
• Publication Date: 22-Oct-2009
• Technical Committee: HF - Human Factors
• Current Stage: 12 - Completion
• Due Date: 23-Oct-2009
• Completion Date: 23-Oct-2009

Standards Content (Sample)

ETSI TR 102 972 V1.1.1 (2009-10)
Technical Report


Human Factors (HF);
User Interfaces;
Generic user interface elements for 3G/UMTS
mobile devices, services and applications

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2 ETSI TR 102 972 V1.1.1 (2009-10)



Reference
DTR/HF-00080
Keywords
HF, ICT, interface, MMI, mobile, service,
telephony
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3 ETSI TR 102 972 V1.1.1 (2009-10)
Contents
Intellectual Property Rights . 4
Foreword . 4
Introduction . 4
1 Scope . 5
2 References . 5
2.1 Normative references . 6
2.2 Informative references . 6
3 Definitions and abbreviations . 9
3.1 Definitions . 9
3.2 Abbreviations . 10
4 Approach and introduction to 3G-specific aspects . 11
4.1 Development and innovation . 11
4.2 User aspects and requirements . 11
4.3 Mobile network operator aspects and requirements . 12
4.4 Service aspects . 12
4.5 Device aspects . 13
4.6 Media aspects . 13
4.7 Application aspects. 14
4.8 Internet service and Web access aspects . 14
4.9 System performance aspects. 15
4.10 Setup and configuration aspects . 16
4.11 Costs and tariffs aspects . 16
5 Recommendations for networks and devices . 17
5.1 Managing Quality of Service (QoS) and costs of connectivity . 17
5.2 Internet connectivity and access . 19
5.2.1 Internet connectivity . 19
5.2.2 Internet access . 20
5.2.3 Computer-based Internet connectivity and access . 20
5.2.4 Embedded access . 20
5.3 Always-on, always on-line . 22
5.4 Specific (dedicated) UIs . 24
6 Recommendations for services and applications . 24
6.1 Data-intensive services and applications . 24
6.2 Distributed (non-device-native) UIs . 28
6.3 Customization, personalisation and bundled packages. 29
6.4 Corporate use . 30
6.5 Application installation and software updates . 31
7 Recommendations for other areas . 33
7.1 IMS-based applications . 33
7.2 In-car use . 34
7.3 Accessibility applications (enabled through 3G) . 37
7.4 Trust (security, privacy and integrity) issues . 39
8 Recommendations for terminology, symbols, auditory signals and user education and product
reference documentation . 41
8.1 Terminology . 41
8.2 Symbols . 43
8.3 Auditory signals . 44
8.4 User education and product reference documentation . 45
Annex A: A listing of all recommendations . 46
History . 66

ETSI

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4 ETSI TR 102 972 V1.1.1 (2009-10)
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 Technical Report (TR) has been produced by ETSI Technical Committee Human Factors (HF).
Intended users of the present document include user experience, interface and interaction design professionals,
developers of mobile devices, services and applications, mobile network and service providers, terminal approvers,
standard writers and developers and others.
NOTE: Due to ever-evolving organizational and operational differences in professional responsibilities and roles,
a stricter limitation of the intended users would be improper.
Introduction
ICT plays an increasingly important role in the daily activities of most people and promises a world where ICT
resources improve further the quality of life. It is therefore increasingly important to ensure that ICT products are
developed and designed in a usable and accessible manner, so that anyone, regardless of their abilities or age, can use
and profit from them in the best possible way.
The global number of mobile subscriptions continues to grow and is now estimated to nearly 4 billion. According to the
latest available subscriber data (sources: GSM Association, http://www.gsmworld.com/newsroom/market-
data/market_data_summary.htm, the UMTS Forum, http://www.umts-forum.org/) and the CDMA Development Group,
http://www.cdg.org/), the total number of global mobile subscribers by the end of 2008 is approximately 4 billion, with
3 billion GSM subscribers, 450 million 3G subscribers (and an additional 450 million CDMA2000 subscribers). GSM
and W-CDMA stands for nearly 90 % market share of mobile communication subscriptions worldwide.
The mobile telephone has become the most successful and most widely spread personal ICT device. The user
experience of mobile communication has become one of the decisive factors for the uptake and use and thus, the
success of the service offering to a global user community. The capabilities offered by mobile solutions have evolved
considerably during the past two decades, from basic telephony to video telephony to mass-market broadband access
and services such as integrated, real-time data applications like navigational services or instant access to on-line,
personalized media content and applications and have become a commodity of everyday life. "Consumers and business
users are quickly getting used to megabit speeds on the move. And now the mobile broadband genie is out of the
bottle…the new value chain we confidently predicted that 3G would create a decade ago is a flourishing reality" [i.28].
The "consumerisation" of ICT is increasingly driving ICT markets and development. This trend, strengthened by ever-
increasing global penetration and the provision of access to information and communication services is leading to a
continuous technology development and innovation to expand to all social spaces.
Connectivity and interoperability between telephony networks, personal computing, the Internet, and ever-smarter
mobile devices and services offer a considerable potential for improving life. However, there is concern about whether
these new products, services and their content will be fully accessible and efficiently usable to all people, including
children, aging and disabled users. An effective e-society relies on the fact that as many citizens as possible are granted
access. Users who i.e. cannot get over the hurdle of the first installation of their devices and services may perpetually be
excluded from the e-society [i.23].
ETSI

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5 ETSI TR 102 972 V1.1.1 (2009-10)
1 Scope
The present document addresses the user interfaces of 3G/UMTS-enabled devices, services and applications from the
end users' perspective, and provides generic design, development, deployment and evaluation recommendations.
The applicability of the present document expands beyond EG 202 132 [i.1] and TR 102 125 [i.2], by taking into
consideration some important, although not always technically unique characteristics of the 3G/UMTS mobile
communication ecosystem, as experienced by the end users during their interaction with the technology (e.g. device UI
characteristics, seamless connectivity between different kinds of networks, quality and continuity of services and their
provisioning and the data-intensive service and application offering).
The user requirements and rationale for generic UI elements provided in [i.1] and [i.2] remain applicable to the systems
and services addressed in the present document, as also the technologies covered by [i.1] remain an integral part of the
3G mobile communication environment. Furthermore, the present document, in the same way as [i.1], does only
provide recommendations for UI elements and does not address complete UI designs, nor their implementations.
The present document does by any means not intend to restrict the ability of market players to define, develop or
differentiate their products, nor does it in any way intend to limit their options to trademark UI designs and
implementations, UI blocks or position the user experience of any (e.g. brand-or service-specific) UI designs or
implementations as a competitive edge.
Wherever possible, a Design-for-All philosophy and inclusive design principles have been applied, taking the need of
all users, including young and older people and users with sensory and functional limitations into account.
The considerations listed in the present document are intended to contribute to further improvements of the user
experience of the future mobile communication environment, by complementing specifications from 3GPP, ETSI,
OMA and others, with the intention to be considered during current and future development and deployment processes.
The addressing of costs and tariffs is outside the scope of the present document. However, as these closely relate to the
establishment of end user trust in the mobile ecosystem, enabling more use in cases where uncertainties may lead to
undesired user behaviors (e.g. no use), some advisory considerations are listed.
Any recommendations provided in the present document should without any exception be superseded by 3GPP
specifications, in the case of any uncertainties or possible conflicts with current mobile standards and specifications.
Ergonomic issues related to hardware design and machine-to-machine interfaces are outside the scope of the present
document.
2 References
References are either specific (identified by date of publication and/or edition number or version number) or
non-specific.
• For a specific reference, subsequent revisions do not apply.
• Non-specific reference may be made only to a complete document or a part thereof and only in the following
cases:
- if it is accepted that it will be possible to use all future changes of the referenced document for the
purposes of the referring document;
- for informative references.
Referenced documents which are not found to be publicly available in the expected location might be found at
http://docbox.etsi.org/Reference.
NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee
their long term validity.
ETSI

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6 ETSI TR 102 972 V1.1.1 (2009-10)
2.1 Normative references
The following referenced documents are indispensable for the application of the present document. For dated
references, only the edition cited applies. For non-specific references, the latest edition of the referenced document
(including any amendments) applies.
Not applicable.
2.2 Informative references
The following referenced documents are not essential to the use of the present document but they assist the user with
regard to a particular subject area. For non-specific references, the latest version of the referenced document (including
any amendments) applies.
[i.1] ETSI EG 202 132: "Human Factors (HF); User Interfaces; Guidelines for generic user interface
elements for mobile terminals and services".
[i.2] ETSI TR 102 125: "Human Factors (HF); Potential harmonized UI elements for mobile terminals
and services".
[i.3] ETSI TS 122 011: "Digital cellular telecommunications system (Phase 2+); Universal Mobile
Telecommunications System (UMTS); LTE; Service accessibility (3GPP TS 22.011)".
[i.4] ETSI TS 122 101: "Universal Mobile Telecommunications System (UMTS); LTE; Service
aspects; Service principles (3GPP TS 22.101)".
[i.5] ETSI TS 122 071: "Digital cellular telecommunications system (Phase 2+); Universal Mobile
Telecommunications System (UMTS); LTE; Location Services (LCS); Service description;
Stage 1 (3GPP TS 22.071)".
[i.6] ETSI EG 202 116: "Human Factors (HF); Guidelines for ICT products and services; "Design for
All"".
[i.7] ETSI TR 102 612: "Human Factors (HF); European accessibility requirements for public
procurement of products and services in the ICT domain (European Commission Mandate M 376,
Phase 1)".
[i.8] ETSI TR 102 068: "Human Factors (HF); Requirements for assistive technology devices in ICT".
[i.9] ETSI ES 202 130: "Human Factors (HF); User Interfaces; Character repertoires, orderings and
assignments to the 12-key telephone keypad (for European languages and other languages used in
Europe)".
[i.10] ETSI ES 202 076: "Human Factors (HF); User Interfaces; Generic spoken command vocabulary
for ICT devices and services".
[i.11] ETSI EG 202 487: "Human Factors (HF); User experience guidelines; Telecare services
(eHealth)".
[i.12] ETSI TR 102 133: "Human Factors (HF); Access to ICT by young people: issues and guidelines".
[i.13] ETSI EG 202 191: "Human Factors (HF); Multimodal interaction, communication and navigation
guidelines".
[i.14] ETSI ETR 329: "Human Factors (HF); Guidelines for procedures and announcements in Stored
Voice Services (SVS) and Universal Personal Telecommunication (UPT)".
[i.15] ETSI EG 202 416: "Human Factors (HF); User Interfaces; Setup procedure design guidelines for
mobile terminals and services".
[i.16] ETSI EG 202 417: "Human Factors (HF); User education guidelines for mobile terminals and
services".
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7 ETSI TR 102 972 V1.1.1 (2009-10)
[i.17] ETSI EG 202 421: "Human Factors (HF); Multicultural and language aspects of multimedia
communications".
[i.18] ETSI EG 202 423: "Human Factors (HF); Guidelines for the design and deployment of ICT
products and services used by children".
[i.19] ETSI EG 202 534: "Human Factors (HF); Guidelines for real-time person-to-person
communication services".
[i.20] ETSI EG 202 745: "Human Factors (HF); Guidelines on the provision of ICT services to young
children".
[i.21] ETSI SR 002 180: "Emergency communications; Requirements for communication of citizens
with authorities/organizations in case of distress (emergency call handling)".
[i.22] ETSI ETR 297: "Human Factors (HF); Human Factors in Video telephony".
[i.23] Europe 2005: "An information society for all; Action Plan presented at the Sevilla European
Council".
NOTE: Replaced by "i2010 - A European Information Society for growth and employment", see
http://europa.eu.int/information_society/eeurope/2005/all_about/action_plan/index_en.htm, now replaced
by http://ec.europa.eu/information_society/eeurope/i2010/index_en.htm.
[i.24] GSM Association Official Document DG.11: "Field Trial Guidelines", version 4.9,
September 2008.
NOTE: http://www.gsmworld.com/documents/DG11_4_9.zip.
[i.25] GSM Association Official Document IR.65: "IMS Roaming and Interworking Guidelines".
November, 2006.
NOTE: http://www.gsmworld.com/documents/ir65_36.pdf.
[i.26] European Commission, Europe's Information Society Thematic Portal: "eSafety Website".
NOTE: http://ec.europa.eu/information_society/activities/esafety/index_en.htm.
[i.27] TCeurope SecureDOC (2004): "Usable and safe operating manuals for consumer goods - A
Guideline".
NOTE: http://www.tceurope.org/index.php/projects.html.
[i.28] UMTS Forum: "Annual Report 2007 and Directions for 2008".
NOTE: www.umts-forum.org.
[i.29] Tafazolli, R.(Ed.): "Technologies for the Wireless Future". Volume 2, Wireless World Research
Forum (WWRF), 2006.
[i.30] W3C Mobile Web Initiative to Define Best Practices and "mobileOK" Trustmark.
NOTE: http://xml.coverpages.org/ni2005-05-10-a.html.
[i.31] W3C: "Web Security Experience, Indicators and Trust: Scope and Use Cases".
NOTE: http://www.w3.org/TR/wsc-usecases/.
[i.32] ETSI TS 123 057: "Digital cellular telecommunications system (Phase 2+); Universal Mobile
Telecommunications System (UMTS); LTE; Mobile Execution Environment (MExE); Functional
description; Stage 2 (3GPP TS 23.057)".
[i.33] 3GPP Service requirements for the Internet Protocol (IP) multimedia core network subsystem
(IMS); Stage 1.
NOTE: http://www.3gpp.org/ftp/Specs/html-info/22228.htm.
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8 ETSI TR 102 972 V1.1.1 (2009-10)
[i.34] Cosquer, M.: "Design Guidelines for IMS User Interfaces". In Proceedings of the 21st Human
Factors in Telecommunication Symposium, 2008.
NOTE: http://www.hft2008.org/images/paper/hft08.cosquer.pdf.
[i.35] Chincholle, D., Björn, M., Norlin, C. and Lindqvist, M.: "Chat on a phone, not a PC clone:
IMS-based mobile community service".
NOTE: http://www.ericsson.com/ericsson/corpinfo/publications/review/2008_01/files/2_Chat_on_phone.pdf.
[i.36] "IP Multimedia Subsystem in OMA (IMS in OMA)".
NOTE: http://www.openmobilealliance.org/technical/release_program/ims_v1_0.aspx.
[i.37] Apple, Inc: "Voluntary Product Accessibility information refers to the Apple iPhone".
NOTE: http://images.apple.com/accessibility/pdf/iPhone_vpat.pdf.
[i.38] Hjälpmedelsintsitutet (HI): "User testing of 3G telephones- based on the needs of the deaf, the
hearing impaired and the deaf-blind (2007)".
NOTE: http://www.hi.se/Global/pdf/2007/07375-pdf.pdf.
[i.39] ITU Activities on IMT-2000.
NOTE: http://www.itu.int/home/imt.html.
[i.40] ESOP 2006, AMI-C-4002 2003, and AAM 2002.
[i.41] ESOP 2006: Updated version of the "European Statement of Principles for Human-Machine
Interaction (HMI) for in-vehicle information and communication systems".
[i.42] AMI-C-4002: "AMI-C requirement and specifications for Human Machine Interfaces v 1.00".
(AMI-C: Automotive Multimedia Interface Collaboration), 2003.
[i.43] AAM 2002: "Statement of Principles, Criteria and Verification Procedures on Driver Interactions
with Advanced In-Vehicle Information and Communication Systems".
[i.44] W3C: "Mobile Web Best Practices 1.0 Basic Guidelines".
NOTE: http://www.w3.org/TR/mobile-bp/.
[i.45] W3C: "MobileOK Basic Tests 1.0".
NOTE: http://www.w3.org/TR/mobileOK-basic10-tests/.
[i.46] W3C: "Relationship between Mobile Web Best Practices (MWBP) and Web Content Accessibility
Guidelines (WCAG)".
NOTE: http://www.w3.org/TR/mwbp-wcag/.
[i.47] W3C Mobile Web Initiative homepage.
NOTE: http://www.w3.org/Mobile/.
[i.48] W3C Mobile Web Best Practices Working Group.
NOTE: http://www.w3.org/2005/MWI/BPWG/.
[i.49] ITU-T Recommendation E.800: "Definitions of terms related to quality of service".
[i.50] ETSI ETR 095: "Human Factors (HF); Guide for usability evaluations of telecommunications
systems and services".
[i.51] ISO 9241-11: "Ergonomic requirements for office work with visual display terminals (VDTs) -
Part 11: Guidance on usability".
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9 ETSI TR 102 972 V1.1.1 (2009-10)
[i.52] ETSI ETR 116: "Human Factors (HF); Human factors guidelines for ISDN Terminal equipment
design".
[i.53] ISO/IEC 8802.11: "Information technology - Telecommunications and information exchange
between systems - Local and metropolitan area networks - Specific requirements - Part 11:
Wireless LAN Medium Access Control (MAC) and Physical Layer (PHY) specifications".
[i.54] IEEE 802.16-2009: "IEEE Standard for Local and metropolitan area networks Part 16: Air
Interface for Broadband Wireless Access Systems".
3 Definitions and abbreviations
3.1 Definitions
For the purposes of the present document, the following terms and definitions apply:
design for all: design of products to be usable by all people, to the greatest extent possible, without the need for
specialized adaption
device: physical device which interfaces with a telecommunications network, and hence to a service provider, to enable
access to a telecommunications service
NOTE: A device also provides an interface to the user to enable the interchange of control actions and
information between the user and the device, network or service provider.
end user: person who uses a telecommunications device to gain access to and control of a telecommunications service
or application
NOTE: The user may or may not be the person who has subscribed to the provision of the service or owns the
device. Also, the user may or may not be a person with impairments.
generic: generalized set or general purpose set, often in the sense of basic or ordinary
ICT devices and services: devices or services for processing information and/or supporting communication, which has
an interface to communicate with a user
Quality of Experience (QoE): user perceived experience of what is being presented by a communication service or
application user interface
Quality of Service (QoS): collective effect of service performance which determines the degree of satisfaction of a user
of the service
NOTE: See ITU-T Recommendation E.800 [i.49].
spoken command: verbal or other auditory dialogue format which enables the user to input commands to control a
device, service or application
usability: effectiveness, efficiency and satisfaction with which specified users can achieve specified goals (tasks) in a
specified context and particular environments
NOTE 1: See ETR 095 [i.50] and ISO 9241-11 [i.51].
NOTE 2: In telecommunications, usability should also include the concepts of learnability and flexibility; and
reference to the interaction of more than one user (the A and B parties) with each other and with the
devices and the telecommunications system (see ETR 116 [i.52]).
User Interface (UI): physical and logical interface through which a user communicates with a telecommunications
device or via a device to a telecommunications service (also called man-machine interface, MMI)
NOTE: The communication is bi-directional in real time and the interface includes control, display, audio, haptic
or other elements, in software or hardware.
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10 ETSI TR 102 972 V1.1.1 (2009-10)
user requirements: requirements
...