ETSI TR 102 849 V1.1.1 (2010-11)

Human Factors (HF); Inclusive eServices for all; Background analysis of future interaction technologies and supporting information

DTR/HF-00127

General Information

• Status: Published
• Publication Date: 28-Nov-2010
• Technical Committee: HF - Human Factors
• Current Stage: 12 - Completion
• Due Date: 30-Nov-2010
• Completion Date: 29-Nov-2010

Standards Content (Sample)

Technical Report
Human Factors (HF);
Inclusive eServices for all;
Background analysis of future interaction technologies
and supporting information
2 ETSI TR 102 849 V1.1.1 (2010-11)

Reference
DTR/HF-00127
Keywords
accessibility, design for all, interaction, interface,
user
ETSI
650 Route des Lucioles
F-06921 Sophia Antipolis Cedex - FRANCE

Tel.: [phone]  Fax: [phone]

Siret N° 348 623 562 00017 - NAF 742 C
Association à but non lucratif enregistrée à la
Sous-Préfecture de Grasse (06) N° 7803/88

Important notice
Individual copies of the present document can be downloaded from:
http://www.etsi.org
The present document may be made available in more than one electronic version or in print. In any case of existing or
perceived difference in contents between such versions, the reference version is the Portable Document Format (PDF).
In case of dispute, the reference shall be the printing on ETSI printers of the PDF version kept on a specific network drive
within ETSI Secretariat.
Users of the present document should be aware that the document may be subject to revision or change of status.
Information on the current status of this and other ETSI documents is available at
http://portal.etsi.org/tb/status/status.asp
If you find errors in the present document, please send your comment to one of the following services:
http://portal.etsi.org/chaircor/ETSI_support.asp
Copyright Notification
No part may be reproduced except as authorized by written permission.
The copyright and the foregoing restriction extend to reproduction in all media.

© European Telecommunications Standards Institute 2010.
All rights reserved.
TM TM TM TM
DECT , PLUGTESTS , UMTS , TIPHON , the TIPHON logo and the ETSI logo are Trade Marks of ETSI registered
for the benefit of its Members.
TM
3GPP is a Trade Mark of ETSI registered for the benefit of its Members and of the 3GPP Organizational Partners.
LTE™ is a Trade Mark of ETSI currently being registered
for the benefit of its Members and of the 3GPP Organizational Partners.
GSM® and the GSM logo are Trade Marks registered and owned by the GSM Association.
ETSI
3 ETSI TR 102 849 V1.1.1 (2010-11)
Contents
Intellectual Property Rights . 4
Foreword . 4
Introduction . 4
1 Scope . 5
2 References . 5
2.1 Normative references . 5
2.2 Informative references . 5
3 Definitions and abbreviations . 6
3.1 Definitions . 6
3.2 Abbreviations . 7
4 Conceptual framework . 7
5 From eServices to user interaction technologies . 9
5.1 eService clusters and their components (step 1) . 10
5.2 Interaction Modalities and their mapping to eService Components (step 2) . 13
5.3 Technologies supporting Interaction Modalities (step 3) . 15
6 Assessing the accessibility of UI technologies . 15
7 Levels of uncertainty in future-related work . 16
7.1 General . 16
7.2 Study of the future: Proceed with caution! . 17
7.3 Development and Innovation as dynamic process . 17
8 Outlook / future work . 18
History . 20

ETSI
4 ETSI TR 102 849 V1.1.1 (2010-11)
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).
Introduction
As a response to the fact that new products and services are frequently being offered that do not take sufficiently into
account the needs of people with mild or severe impairments, ETSI has published EG 202 848 [i.1] listing forthcoming
user interaction technologies, and identifying for each technology likely accessibility issues and possible solutions that
rectify those shortcomings.
The present document complements EG 202 848 [i.1] by providing additional information related to the approach taken
for and results of that document.
In particular, the following issues are addressed:
• the focus of the EG on 'atomic' user interface technologies as opposed to higher-level user interaction concepts
is explained;
• the application of the user interaction technology roadmaps is illustrated giving guidance on how to identify
relevant user interaction technologies for any given eService;
• the approach for assessing accessibility issues of forthcoming user interaction technologies is explained;
• the question of inevitable insecurities in predictions and their outcome is addressed.
In order to identify user interaction technologies and Design for All solutions, a combination of data gathering and
analysis methods has been applied, including:
• desktop research;
• specialist interviews and visits to company laboratories;
• workshops with stakeholders (e.g. representatives of organisations for elderly and/or disabled people,
industrial key players and scientists);
• presentation of papers and information gathering at international conferences.
While the intention when developing EG 202 848 [i.1] was to establish findings with long-lasting applicability,
continuing innovations in the field may require the updating of that document at a later stage.
ETSI
5 ETSI TR 102 849 V1.1.1 (2010-11)
1 Scope
The present document complements EG 202 848 [i.1] by providing additional information related to the approach taken
for and the results provided by that document.
It explains the focus of EG 202 848 [i.1] on 'atomic' user interaction technologies as opposed to higher-level user
interaction concepts, illustrates the application of the user interaction technology roadmaps identified in
EG 202 848 [i.1], and explains the approach for assessing accessibility issues of forthcoming user interaction
technologies.
Furthermore, the question of inevitable insecurities in predictions and their outcome is addressed and the combination
of data gathering and analysis methods employed for EG 202 848 [i.1] are presented.
The guidelines mentioned in the present document are to be found in EG 202 848 [i.1] and are outside of 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 specific references, only the cited version applies. For non-specific references, the latest version of the
reference document (including any amendments) applies.
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.
2.1 Normative references
The following referenced documents are necessary for the application of the present document.
Not applicable.
2.2 Informative references
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 EG 202 848: "Human Factors (HF); Inclusive eServices for all: Optimizing the accessibility
and the use of upcoming user-interaction technologies".
[i.2] ITU-T Next-Generation Networks (NGN) Focus Group (FG). Proceedings. Part II. ITU, 2005.
[i.3] ITU-T Recommendation F.703 (2000): "Multimedia conversational services".
[i.4] ETSI EG 202 116: "Human Factors (HF); Guidelines for ICT products and services; "Design for
All"".
[i.5] ISO/IEC TR 29138-1: "Information technology - Accessibility considerations for people with
disabilities - Part 1: User needs summary".
[i.6] ISO/TR 22411: "Ergonomics data and guidelines for the application of ISO/IEC Guide 71 to
products and services to address the needs of older persons and persons with disabilities".
[i.7] Linstone, Harold L., Turoff Murray (2002): "The Delphi Method: Techniques and Applications".
NOTE: Available at http://is.njit.edu/pubs/delphibook/ (last visited: August 2010).
ETSI
6 ETSI TR 102 849 V1.1.1 (2010-11)
[i.8] OECD and Eurostat (2005), Oslo Manual: "Guidelines for collecting and interpreting innovation
data", 3rd edition.
[i.9] Schumpeter, Joseph (1942): "Capitalism, Socialism and Democracy", Taylor & Francis e-Library,
2003.
[i.10] Schumpeter, Joseph (1965): "The Theory of Economic Development: an Inquiry into Profits,
Capital, Credit, Interest, and the Business Cycle", London, Oxford University Press.
[i.11] Utterback, J.M., Abernathy, W.J. (1975): "A dynamic model of process and product innovations",
Omega, 3, 639-659.
[i.12] Edquist, Charles. (1997): "Systems of innovation approaches - their emergence and characteristics'
in Edquist, C. (ed.) (1997) Systems of Innovation: Technologies, Institutions and Organizations",
London: Pinter/Cassell.
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 accessible and usable by all people, to the greatest extent possible, without the
need for specialized adaptation
eService: See service.
eService cluster: collection of multiple (electronic) services aggregating into one (joint, often more abstract) eService
eService component: constituent part of or set of eService functions that enable an electronic service (eService)
haptic: passive perception through the sense of touch
input modality: sense or channel through which a human can receive the output of an ICT device or service
EXAMPLE: Visual modality.
interaction modality: input modality or output modality
interaction technology: See user interaction technology.
modality: See interaction modality.
output modality: channel through which a sensor, device, or service can receive the input from the human
EXAMPLE: Kinesthetic modality.
service: complete capability, including terminal equipment functions, for communication between users, systems and
applications, according to agreed protocols
tactile: perception through the sense of touch while actively moving parts of the body
user interaction technology: any instrument, equipment, or technical system enabling a user to interactively
communicate with a device or service
user interface: physical and logical interface through which a user communicates with a device or service
ETSI
7 ETSI TR 102 849 V1.1.1 (2010-11)
3.2 Abbreviations
For the purposes of the present document, the following abbreviations apply:
CSCW Computer-Supported Co-operative Work
ICT Information and Communication Technologies
OECD Organisation for Economic Co-operation and Development
PSTN Public Switched Telephone Network
4 Conceptual framework
The present document explains the conceptual background of EG 202 848 [i.1]. That document collects and lists
guidelines for the user interaction design of ICT (information and communication technologies) devices and eServices
that are likely to become available for large-scale rollout to consumers in the next five to ten years. In particular, that
ETSI Guide identifies provisions that have to be made in order to ensure that forthcoming interaction technologies
deployed in devices and eServices will be usable by all users including older people and/or people with impairments.
The scope of the technical roadmaps presented in [i.1] is focussed on user interaction technologies, i.e. technologies
employed in the user interfaces of ICT devices for access to and delivery from eServices.
Figure 4.1 illustrates the conceptual framework and rationale for this approach. The underlying scenario is that of a user
accessing an eService through ICT devices. In this scenario two distinct contexts can be identified:
• a user context which consists of the user with his or her intentions, abilities, and further characteristics; and
• a service context which consists of an eService with its characteristics and functional components, and the
requirements that are put on the interface of the communication enabling device.

Figure 4.1: Conceptual framework of eService access
ETSI
8 ETSI TR 102 849 V1.1.1 (2010-11)
The communication enabling device itself mediates between those two contexts and can itself be divided into two
separate groups of components, the functional components and the user interaction components.
The functional components comprise all software, hardware, and communication components enabling the eService
with the exception of those 'atomic' components that make up the user interface and comprise the interaction
components of the communication enabling device.
While a number of different levels of abstraction can be identified in describing user interaction (e.g. ranging from a
simple button to a complex touch screen interface) the technology roadmaps in [i.1] focus on atomic user interaction
technologies because:
• all upcoming user interaction concepts will consist of distinct configurations of those atomic user interaction
technologies; and
• the characteristics of these atomic user interaction technologies strongly influence the accessibility of
upcoming interaction concepts and thereby of the user interfaces of eServices.
It is worthwhile to mention that the usability and accessibility of user interfaces for eServices are affected by other user
interface design issues (e.g. cognitive workload) which are not covered by the present document or [i.1].
5 From eServices to user interaction technologies
Inclusive eServices require accessible user interaction technologies. This clause explains in detail how eServices are
related to future interaction technologies. This mapping process (see figure 5.1) consists of three steps:
1) Identification of current and future eService clusters, e.g. eLearning, their eService components, e.g. voice
conversation, and their relationship.
2) Identification of user interaction modalities, e.g. audio input and audio output, and their mapping to eService
components.
3) Identification of user interaction technologies, e.g. sound beam, supporting interaction modalities.

Figure 5.1: Relation of eService clusters to interaction technologies
The process of these steps is illustrated in figure 5.1. As a first step, current and future eService clusters (denoted "S1",
"S2", …) are identified; each of these eService clusters is making use of one or many eService components (abbreviated
"SCo1", "SCo2", …). These eService components comprise categories of telecommunications services such as total
conversation, text telephony, and file sharing.
ETSI
9 ETSI TR 102 849 V1.1.1 (2010-11)
The second step starts off by identifying interaction modalities (in figure 5.1 shown as "IM1", "IM2", … for input
modalities and "OM1", "OM2", … for output modalities). Following this, the previously identified eService
components are mapped onto these interaction modalities.
It is now, as the last step, possible to specify interaction technologies ("T1", "T2", …) that support the interaction
modalities identified and related to the eService components and eService clusters.
Readers who are interested in either a specific eService cluster or eService component may follow the process just
described to identify applicable interaction technologies. A description of each of those interaction technologies is
available in [i.1].
These steps are explained in greater detail in the following clauses. Each step in the process described is also annotated
with a simple example to show how this process can be applied to the eService cluster of home automation services,
more specifically to a smart homes eService.
5.1 eService clusters and their components (step 1)
The following list provides generally-accepted clusters of eServices and an explanation about the included services as
examples. The eService clusters have been selected to cover a wide range of services:
• eGovernment services: eGovernment services include authentication services, electronic application for
id-cards, passports, driver's licenses etc., remote payment of supplies like energy and water, as well as eTax
services that include the electronic filing of tax forms, electronic payment of taxes, and communication with
tax offices.
• eHealth services: eHealth services are, among others telecare services, remote health monitoring, access to
patient data, remote diagnosis and electronic prescription services.
• Social services delivered through electronic means: Social services delivered through electronic means
comprise remote supervision of people in need, ICT-supported caretaking (incl. robotics applications), social
communities, electronic support for old people in need, messaging services, sharing services for pictures,
video and music, ICT supported access to personalized human assistance.
• Home automation services: Home automation services supply services, energy management, light and
entertainment management in the house, remote building control, or other "Smart Home" services.
• eBanking services: eBanking requires secure transmission and transaction services, remote authentication
services as well as data- and secure information delivery to customers (e.g. for bank statements).
• Electronic purchasing services: Electronic purchasing services include and require electronic payment,
authentication services, information and database search, and secure transactional communication, electronic
travel booking and management, download of electronic content (music, video) and applications (app stores).
• Information services: Including news, sports results, and information retrieval.
• eLearning services: Remote access to school and university databases, virtual classrooms and remote teaching,
remote access to museums.
• Mobile office applications and services: Mobile office applications include remote access to office data,
Computer Supported Co-operative Work (CSCW) environments, electronic publishing services, remote
translation services, messaging services, remote conference services, mobile email access, remote storage of
personal data, etc.
• eGames and entertainment services: eGames and Entertainment comprise all sorts of interactive games played
with remote partners of communication networks, delivery of information and entertainment content to
customers, electronic pets, and remote support and monitoring of activities like exercising.
EXAMPLE 1: The eService cluster 'home automation' covers individual "Smart Home" eServices.
The eService clusters were analyzed to identify eService components (see table 5.1). For doing so, a classification
produced by ITU [i.2] was adapted.
ETSI
10 ETSI TR 102 849 V1.1.1 (2010-11)
Table 5.1: Definition of eService components
Service components Explanation
Person-to-entity communication

Voice conversation A connection and call that conveys only a speech component.
Total conversation An audiovisual conversation eService providing bi-directional symmetric real-time
transfer of motion video, text and voice between users in two or more locations
(see [i.3]).
Instant messaging/chat Peer-to-peer communications over the internet that may also provide the ability to
make calls to the PSTN or to receive calls from the PSTN; differs from email
primarily in that its primary focus is substantially immediate end-user delivery.
Text telephony An audiovisual conversation service providing bi-directional real-time transfer of
text and optionally audio between users in two locations. Audio may be
transmitted alternating with text or simultaneously with text (see [i.3]).
Push to talk Synchronous one-to-many voice messaging.
Telepresence Task involving communication with or awareness of other users.
Multiparty communication
Voice conferencing Connection between two or more terminals, exchanging audio, text. and graphic
information only.
Video conferencing Connection between two or more terminals, exchanging audio, video, text and
graphic information only.
Collaborative editing Connection between two or more terminals for the joint editing of shared data.
Messaging
E-mail exchange Service to pass messages automatically from one computer user to another, often
through computer networks and/or via modems over telephone lines.
Text messaging Person-to-person text communication that is non-simultaneous.
Multimedia messaging Person-to-person multimedia communication that is non-simultaneous.
Content-related applications
Information browsing Moving from place to place on the Internet searching for topics of interest.
Form filling A process in which a user inserts data into a system-originated interactive form.
File sharing File sharing is the practice of distributing or providing access to digitally stored
information, such as computer programs, multimedia (audio, video), documents,
or electronic books.
Application/data download/upload Transfer of (executable) data between a network node and a server over a
communication network.
Interactive digital broadcast Digitally transmitted video or audio broadcast in combination with bi-directional
communication means.
Context-related applications
Identification-related applications Applications and services based on the identity of a user or a group of users.
Presence/context-related Applications and services based on data representing the status and availability of
applications a user or a group of users.
Location-related applications An information or entertainment service, accessible with mobile devices through
the mobile network and utilizing the ability to make use of the geographical
position of the ICT device.
EXAMPLE 2: Within an envisioned "Smart Home" eService (as part of the home automation eService cluster),
two eService components will be developed: First, the presence of a user in the home will be
sensed (presence/context-related and location-related application) and secondly, the Smar
...