ETSI TR 103 438 V1.1.1 (2019-02)

User Group; User centric approach in Digital Ecosystem

DTR/USER-0046

General Information

• Status: Published
• Publication Date: 12-Feb-2019
• Technical Committee: USER - User Group
• Current Stage: 12 - Completion
• Due Date: 14-Feb-2019
• Completion Date: 13-Feb-2019

Standards Content (Sample)

ETSI TR 103 438 V1.1.1 (2019-02)






TECHNICAL REPORT
User Group;
User centric approach in Digital Ecosystem

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2 ETSI TR 103 438 V1.1.1 (2019-02)



Reference
DTR/USER-0046
Keywords
IoT, M2M, QoS, USER
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3 ETSI TR 103 438 V1.1.1 (2019-02)
Contents
Intellectual Property Rights . 5
Foreword . 5
Modal verbs terminology . 5
Introduction . 5
1 Scope . 7
2 References . 7
2.1 Normative references . 7
2.2 Informative references . 7
3 Definition of terms, symbols and abbreviations . 8
3.1 Terms . 8
3.2 Symbols . 8
3.3 Abbreviations . 8
4 Nowadays User context . 9
4.0 Introduction . 9
4.1 Evolution of the context with the concept "user centric" . 9
4.2 User at the heart of the architecture that leads us to "as a service". 10
5 User experience . 11
5.0 Introduction . 11
5.1 User maturity . 12
5.2 User expectations . 12
6 Overview of the perimeter of the addressed problematic . 13
6.0 Introduction . 13
6.1 Overview . 13
6.2 User-Centric approach in digital ecosystem: Guide and Reports objectives . 16
7 Ecosystem digital identification . 16
7.0 Introduction . 16
7.1 Digital Ecosystem Context . 17
7.2 Use cases . 19
7.2.0 Introduction. 19
7.2.1 Use Case: Smart Meters . 19
7.2.1.0 Introduction . 19
7.2.1.1 Services for Smart Meters . 20
7.2.1.2 Process for Smart Meters . 20
7.2.1.3 Actors for Smart Meters . 21
7.2.2 User Interaction within the Smart City . 21
7.2.2.1 Services for User Interaction within the Smart City . 21
7.2.2.2 Process for User Interaction within the Smart City . 21
7.2.2.3 Actors for User Interaction within the Smart City . 22
7.2.3 Use Case: Travel Management . 22
7.2.3.0 Introduction . 22
7.2.3.1 Services . 22
7.2.3.2 Process for Travel management . 23
7.2.3.3 Actors for Travel Management . 23
7.2.4 Use Case: Video on Demand for Home monitoring . 24
7.2.4.0 Introduction . 24
7.2.4.1 Services for Video on Demand for Home monitoring . 24
7.2.4.2 Process for Video on Demand for Home monitoring . 24
7.2.4.3 Actors for Video on Demand for Home monitoring . 25
7.2.5 Use Case: Surveillance of pets . 25
7.2.5.0 Introduction . 25
7.2.5.1 Services for surveillance of pets. 25
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7.2.5.2 Process for surveillance of pets . 26
7.2.5.3 Actors of surveillance of pets . 26
7.3 Generic model . 26
8 New vision of digital use cases for Composition of Personalized Services and Interactions . 27
8.0 Introduction . 27
8.1 Use Case A: eHealth Independent Living . 28
8.1.0 Introduction. 28
8.1.1 Daily cares and day-to-day activities . 29
8.1.2 Patient monitoring . 31
8.2 Use Case B: User interaction within multi-device environment . 33
9 Conclusions . 34
Annex A: Description of the survey . 35
Annex B: Additional Use Cases . 36
B.0 Introduction . 36
B.1 User Interaction with IoT Devices . 36
B.1.1 Services . 36
B.1.2 Process model of User Interaction with IoT . 36
B.1.3 Actors of User Interaction with IoT . 37
B.2 Use Case: SmartHome Entertainment Services . 37
B.2.1 Services . 37
B.2.2 Process for Home Entertainment Services . 37
B.2.3 Actors of Home Entertainment Services . 38
Annex C: Bibliography . 39
Annex D: Authors & contributors . 40
History . 41

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5 ETSI TR 103 438 V1.1.1 (2019-02)
Intellectual Property Rights
Essential patents
IPRs essential or potentially essential to normative deliverables 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 (https://ipr.etsi.org/).
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.
Trademarks
The present document may include trademarks and/or tradenames which are asserted and/or registered by their owners.
ETSI claims no ownership of these except for any which are indicated as being the property of ETSI, and conveys no
right to use or reproduce any trademark and/or tradename. Mention of those trademarks in the present document does
not constitute an endorsement by ETSI of products, services or organizations associated with those trademarks.
Foreword
This Technical Report (TR) has been produced by ETSI User Group (USER).
Modal verbs terminology
In the present document "should", "should not", "may", "need not", "will", "will not", "can" and "cannot" are to be
interpreted as described in clause 3.2 of the ETSI Drafting Rules (Verbal forms for the expression of provisions).
"must" and "must not" are NOT allowed in ETSI deliverables except when used in direct citation.
Introduction
The present document has been produced by the STF 543 experts.
The concept of the full Project is to define 5-dimension model called "ACIFO" The 5-dimension model is based on
5 sub-models defined as:
• Architectural Model "Acifo": defines the global structure, including semantics and is optimized for the stated
objectives.
• Communication (Relational) Model aCifo: defines the exchange protocols, including HMIs (User) and APIs
(provider) exchange and management protocols over three planes:
- Management (Monitoring)
- Control
- Usage
• Information Model acIfo: defines the different Profiles (User, device, service). The information covers the
whole ecosystem (equipment, network, applications, services, HMIs, User, etc.) from the offer to the resources
availability for Users, Providers and any other partners. It is a knowledge data base representing the whole
ecosystem.
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6 ETSI TR 103 438 V1.1.1 (2019-02)
• Functional Model aciFo: defines services and service composition. The functionalities (the process) to
compose any service based on "micro-service".
• Organization Model acifO: defines the role of any actor and which actor is responsible of each action. ("Who
is doing what?").
These five dimensions should be shared by the user and the supplier/provider. For the user, it should be possible to
define (or to choose) the level of autonomy and control for the personalized composition of services.
The four deliverables produced by STF 543 define the different dimensions:
• ETSI TR 103 438 (the present document) focuses on the Architecture and the Organization:
- It includes the use cases and the results of the survey.
• ETSI EG 203 602 [i.5] focuses on the information and the functionalities:
- It is dedicated to the user. It provides analysis and recommendations from the information and
functionalities.
• ETSI TR 103 603 [i.6] addresses all the dimensions to the supplier, in order to produce the APIs according to
the user expectations and whatever the number and types of additional suppliers.
• ETSI TR 103 604 [i.7] focuses on the communication and in particular on the HMIs.
For example, for Energy (production, distribution, consumption), the supplier will create an API for the user. The
information will be exchanged between the supplier and the user but will not be used only by the supplier: the user will
have access to all the information and will be able to use this information to optimize their energy consumption. This
data base is a source to provide new services and new applications (for the user and for the supplier). One major
challenge and constraint is to ensure that all the private data may be checked and monitored by the user (the contract
needs to define clearly these points). The data are not used only by the supplier, the user should have access to the data
 an interaction "cursor" between the user and the supplier defines the
and may refuse that the data be used or known
freedom (GDPR [i.8]).
The present document presents a new user environment based on a composition of personalized services. The structure
of the present document is following:
• User context evolution to user at the heart of architecture (clause 4).
• User experience, maturity and expectations (clause 5).
• Overview, guide and reports objectives (clause 6).
• Ecosystem digital identification based on typical use-cases (clause 7).
• New vision illustrated by digital use cases for personalized Service composition and Interactions (clause 8).
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1 Scope
The digital ecosystem includes all sectors of activity in which the user through smartphone, and objects are connected,
that is to say capable, in addition to their main function, to send or receive information via a telecommunication
network which allows to extend or diversify the functions of the smartphone and the object.
Connected objects fall, for example, in the fields of transport (connected vehicle), health (connected self-measurement),
industry (connected tools), home automation (interactive electricity meter) or even daily life (connected watch).
This is why the notion that interests us in the digital ecosystem is that of considering that the user is at the heart of the
architecture.
The present document focuses on the Architecture and the Organization dimensions of ACIFO, including User's QoE.
The present document details the following aspects to achieve a generic model:
• Overall results of the survey intended to collect information about user's experience, expectations and
behaviours.
• User centric usages in digital ecosystem.
• New vision of digital "use cases".
2 References
2.1 Normative references
Normative references are not applicable in the present document.
2.2 Informative references
References are either specific (identified by date of publication and/or edition number or version number) or
non-specific. For specific references, only the cited version applies. For non-specific references, the latest version of the
referenced document (including any amendments) applies.
NOTE: While any hyperlinks included in this clause were valid at the time of publication, ETSI cannot guarantee
their long-term validity.
The following referenced documents are not necessary for the application of the present document, but they assist the
user with regard to a particular subject area.
[i.1] ETSI EN 301 549: "Accessibility requirements suitable for public procurement of ICT products
and services in Europe".
[i.2] ETSI TR 103 304: "CYBER; Personally Identifiable Information (PII) Protection in mobile and
cloud services".
[i.3] ETSI TR 103 309: "CYBER; Secure by Default - platform security technology".
[i.4] ISO 20000-1: "Service management system requirements".
[i.5] ETSI EG 203 602: "User Group; User Centric Approach: Guidance for users; Best practices to
interact in the Digital Ecosystem".
[i.6] ETSI TR 103 603: "User Group; Guidance for providers and standardization makers".
[i.7] ETSI TR 103 604: "User Group; User centric approach Qualification of the interaction with the
digital ecosystem".
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[i.8] Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the
protection of natural persons with regard to the processing of personal data and on the free
movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).
3 Definition of terms, symbols and abbreviations
3.1 Terms
For the purposes of the present document, the following terms apply:
ACIFO: 5-dimension model, based on recommendations and common objectives for Users and Providers, giving the
capability for the User to compose the needed services
NOTE: The 5-dimension model creates one unique and integrated solution.
micro-service: basic and simple service (with SoA properties) that be combined for the composition of services as
expected by the User
NOTE: The basic concept behind this term is that each service performs a unique feature (e.g. for security,
"authentication" is a micro-service, for discovery, "find" is a micro-service).
user-centric: user who is the heart of the ecosystem
NOTE: This means that the user constrains the whole environment, unlike other contexts where that is the
application (application-centric), or network (network-centric) or the system (system-centric) which
constrains the context.
3.2 Symbols
Void.
3.3 Abbreviations
For the purposes of the present document, the following abbreviations apply:
2FA Two Factors Authentication
ACIFO Architecture, Communication, Information, Functionality, Organization
API Application Programming Interface
BYOD Bring Your Own Device
CCTV Closed-Circuit TeleVision
CES Customer Effort Score
DNS Domain Name System
GDPR General Data Protection Regulation
GPS Global Positioning System
GSM Global System for Mobile communications
HMI Human Machine Interface
HTTPS HyperText Transfer Protocol Secure
IoT Internet of Things
IP Internet Protocol
IT Information Technology
ITS Intelligent Transportation System
M2M Machine to Machine
NFC Near Field Communication
NGN New Generation Network
OS Operating System
Paas Platform "as-a-service"
PC Personal Computer
QoE Quality of Experience
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QoS Quality of Service
TV TeleVision
UX User eXperience
VM Virtual Machine
WIFI WIreless FIdelity
WLAN Wireless Local Area Network
4 Nowadays User context
4.0 Introduction
The digital ecosystem should respond to new user requirements: "anywhere, anytime, anyhow, every service,
everyone". The following question is asked: what are the conditions to achieve maximum agility and flexibility of
services?
The evolution of architecture to "user centric" (clause 4.1) and to the new paradigm "as a service" in digital ecosystem
(clause 4.2) defines a new user digital context.
4.1 Evolution of the context with the concept "user centric"
The first important notion of the context of the present document is that of "User-Centric" in a digital ecosystem. That is
to say that this user is above all elements. First, the users want to be able to connect to several seamless heterogeneous
networks to access the services. Connectivity does not stop at link establishment, connectivity does not just mean
maintaining the link, but it should allow the user to be easily connected at all times during their moving, to any network
for which having the rights of access and from any terminal.
The main impact of this approach is that the ecosystem is in the service of the user, unlike other approaches where the
user should comply with different processing constraints (System Centric) or application (Application Centric), or more
connections (Network Centric).
Indeed:
• "System Centric" (figure 1, (a)) is based on the OS (Operating System) supported by the hardware where it is
installed. The applications run parallel on this OS thanks to the "Compiler" which makes the translation and
the static optimization to have a better execution of service. Although today, it should be noted that to avoid
re-translations for an application because of OS changes, virtualization (VM - Virtual Machine) is proposed to
hide the heterogeneity of OS. With this middle layer (Hypervisor), applications can be used on any OS.
• "Application Centric" (figure 1, (b)) focuses on the application and considers it as the starting point. The whole
process takes place, from the point of view of the application, without taking into account the preferences and
changes of the different actors. Only options are considered.
• "Network-Centric" (figure 1, (c)) implies that the infrastructures of the network are at the heart of the
architecture, they condition all requests for services. The heterogeneity of the network imposes different
solutions for a requested service through a connection support.
• With a "User Centric" approach (figure 1, (d)), it is the user who is at the centre of the architecture, they
should be able to personalize their services, access them dynamically through the accesses offered during their
actions, according to the QoS (Quality of Service) desired. These are the properties that the digital ecosystem
should offer.
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To ensure all kinds of personalization, such as tracking the mobility of the user, take into account the user's preferences
according to the location, adapted to the profile, designers can no longer be satisfied with a "client/server" application
architecture with options. The designers need to build a chain of services with a personalized service logic. But this
service logic can only be achieved if designers have composable services. It is therefore important to have a good
approach to the service. A service is neither an application nor a transaction, let alone a system. ISO 20000-1 [i.4]
defines it as "a composable service that should be a source of value for the consumer and the supplier".
Designers need to think about services differently. By having an architecture allows the user to do, if they wish, their
own composition of service, with dynamic changes according to the proposals made to them, throughout moving.
In conclusion, today's user moves and changes environment (network access), changes terminals, desires seamless
service continuity and end-to-end service QoS. The digital ecosystem should respond to "anywhere, anytime, anyhow,
every service, everyone", with a concern for transparency and automation.

Figure 1: Evolution of the context, from System Centric to User Centric
4.2 User at the heart of the architecture that leads us to "as a
service"
What does "as a service" mean?
Firstly, it means that the user should be able to request any service in the digital ecosystem. But how to do this, when
the ecosystem is very heterogeneous. Indeed, service providers have the equipment (PC, smartphone, tablet), which
allow the access to the ecosystem; or the connected objects (sensors, etc.), which monitor the user. Then service
providers have the networks, which allow the ability to optimize the delivery of the ecosystem.
The user should therefore first position
...