ETSI EG 202 487 V1.1.2 (2007-12)
Human Factors (HF); User experience guidelines; Telecare services (eHealth)
Human Factors (HF); User experience guidelines; Telecare services (eHealth)
DEG/HF-00087
Človeški dejavniki (HF) - Smernice za uporabniške izkušnje - Storitve zdravstvene oskrbe na daljavo (e-Zdravje)
General Information
Buy Standard
Standards Content (Sample)
Final draft ETSI EG 202 487 V1.1.2 (2007-12)
ETSI Guide
Human Factors (HF);
User experience guidelines;
Telecare services (eHealth)
---------------------- Page: 1 ----------------------
2 Final draft ETSI EG 202 487 V1.1.2 (2007-12)
Reference
DEG/HF-00087
Keywords
Design for All, Health, HF, intelligent homes &
buildings, interface, MMI, user
ETSI
650 Route des Lucioles
F-06921 Sophia Antipolis Cedex - FRANCE
Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16
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 2007.
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.
ETSI
---------------------- Page: 2 ----------------------
3 Final draft ETSI EG 202 487 V1.1.2 (2007-12)
Contents
Intellectual Property Rights.5
Foreword.5
Introduction .5
1 Scope.6
2 References.6
2.1 Normative references.6
2.2 Informative references.8
3 Definitions and abbreviations.9
3.1 Definitions.9
3.2 Abbreviations.10
4 Approach and structure.10
4.1 Definition, approach and methodology .10
4.2 Document and guidelines structure .11
5 User centred design and testing.13
5.1 Generic.13
5.2 Research, design and development.14
5.3 Service provision.14
6 Privacy and confidentiality guidelines .14
6.1 Generic.15
6.2 Research, design and development.15
6.3 Service provision.15
7 Ethics guidelines .16
7.1 Generic.17
7.2 Research, design and development.17
7.3 Service provision.18
8 Guidelines for legal aspects.19
8.1 Generic.19
8.2 Research, design and development.20
8.3 Service provision.20
9 Availability and reliability guidelines .21
9.1 Generic.21
9.2 Research, design and development.21
9.3 Service provision.22
10 Integrity guidelines.23
10.1 Generic.23
10.2 Research, design and development.23
10.3 Service provision.23
11 Safety guidelines .24
11.1 Generic.24
11.2 Research, design and development.24
11.3 Service provision.25
12 Usability and accessibility guidelines .25
12.1 Generic.26
12.2 Research, design and development.26
12.3 Service provision.30
13 User education guidelines .31
13.1 Generic.31
13.2 Research, design and development.32
ETSI
---------------------- Page: 3 ----------------------
4 Final draft ETSI EG 202 487 V1.1.2 (2007-12)
13.3 Service provision.32
14 Localization, customization and personalization guidelines .32
14.1 Generic.33
14.2 Research, design and development.33
14.3 Service provision.34
15 Guidelines for organizational aspects.34
15.1 Generic.34
15.2 Research, design and development.35
15.3 Service provision.35
16 Servicing and maintenance guidelines .35
16.1 Generic.36
16.2 Research, design and development.36
16.3 Service provision.36
Annex A (normative): Four collective guideline listings.37
A.1 Collective list of all guidelines.37
A.2 Collective list of all generic guidelines.56
A.3 Collective list of all research, design and development guidelines .61
A.4 Collective list of all service provisioning guidelines.70
Annex B (informative): Bibliography.76
History .77
ETSI
---------------------- Page: 4 ----------------------
5 Final draft ETSI EG 202 487 V1.1.2 (2007-12)
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 ETSI Guide (EG) has been produced by ETSI Technical Committee Human Factors (HF), and is now submitted
for the ETSI standards Membership Approval Procedure.
Intended users of this ETSI Guide are the stakeholders involved in the design, development, procurement and
deployment of telecare services. The individual end users (telecare clients) are the ultimate beneficiaries of the
guidelines, as their application should lead to telecare services of a higher quality, offering a better user experience.
Introduction
Telecare, defined as the provision of health and social care services to individuals within or outside of their homes with
the support of systems enabled by ICT, has been identified as a strategic enabler of independent living.
The demographic trends within Europe indicate a development towards a population getting older and living longer
than ever before. Therefore, the market for telecare solutions is poised to expand rapidly over the coming years, in order
to address the ever growing population with functional limitations [23] and [24].
The aging of our society has unveiled the problem of dependency, as the number of dependant citizens is increasing,
especially at the higher levels of the population pyramid. The majority of the dependant population receives informal
care, but the population of informal carers is decreasing and aging. These facts may be causing a decrease in the family
support to older people and people with disabilities and therefore demand new paradigms to provide support to
dependency and independent living.
The maintained delivery of traditional health care services to these user groups would lead to a considerable cost
increase, at a questionable quality, as these clients expect freedom of choice, mobility and personal attention, see
TR 102 415 [41]. As communication technologies mature and the average user knowledge level is on the increase, these
clients may more often have experience and trust in the use of ICT products and services.
The user experience of telecare services depends on a large number of elements. Much is known about human factors
(ergonomics) in general and their application within the domain of ICT, however, little has been published within the
area of e-Health. This work fills some of the gap, by collecting in a single document, human factors guidelines relevant
for the research, design, and deployment phases of telecare products and services. It is the intention that the application
of the guidelines shall lead to the best possible user interface and accessibility implementations, leading to an improved
user experience of telecare services and thereby increasing the acceptance and adoption of telecare.
ETSI
---------------------- Page: 5 ----------------------
6 Final draft ETSI EG 202 487 V1.1.2 (2007-12)
1 Scope
The present document provides user experience guidelines, applicable to the research, design, development and
deployment of telecare services. The focus of the guidelines is grouped along three main themes: trust, usability and
accessibility, and service provisioning, addressed through a user-centric approach. Principles of design for all, adaptive
design and assistive technologies are applied throughout the present document.
The present document builds on the recommendations provided in TR 102 415 [41], defining telecare as the provision
of health and social care services to individuals, within or outside of their homes, with the support of systems enabled
by ICT.
Intended users of the present document are the stakeholders involved in the design, development, procurement and
deployment of telecare services. The individual end users (telecare clients) are the ultimate beneficiaries of the
guidelines, as their application should lead to telecare services of a higher quality, offering a better user experience.
Telemedicine, diagnosis and other medically related user aspects 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.
For online referenced documents, information sufficient to identify and locate the source shall be provided. Preferably,
the primary source of the referenced document should be cited, in order to ensure traceability. Furthermore, the
reference should, as far as possible, remain valid for the expected life of the document. The reference shall include the
method of access to the referenced document and the full network address, with the same punctuation and use of upper
case and lower case letters.
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 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.
[1] Void.
[2] ETSI EG 202 132: "Human Factors (HF); User Interfaces; Guidelines for generic user interface
elements for mobile terminals and services".
[3] ETSI EG 202 116: "Human Factors (HF); Guidelines for ICT products and services; "Design for
All"".
[4] Void.
ETSI
---------------------- Page: 6 ----------------------
7 Final draft ETSI EG 202 487 V1.1.2 (2007-12)
[5] Void.
[6] ETSI TS 102 511: "Human Factors (HF); AT Commands for Assistive Mobile Device Interfaces".
[7] ETSI EG 202 423: "Human Factors (HF); Guidelines for the design and deployment of ICT
products and services used by children".
[8] ETSI ES 202 076: "Human Factors (HF); User Interfaces; Generic spoken command vocabulary
for ICT devices and services".
[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)".
[10] Void.
[11] ETSI EG 202 191: "Human Factors (HF); Multimodal interaction, communication and navigation
guidelines".
[12] Void.
[13] ETSI EG 202 048: "Human Factors (HF); Guidelines on the multimodality of icons, symbols and
pictograms".
[14] Void.
[15] ETSI EG 202 421: "Human Factors (HF); Multicultural and language aspects of multimedia
communications".
[16] ETSI EG 202 416: "Human Factors (HF); User Interfaces; Setup procedure design guidelines for
mobile terminals and services".
[17] ETSI EG 202 417: "Human Factors (HF); User education guidelines for mobile terminals and
services".
[18] Void.
[19] ETSI EG 201 472: "Human Factors (HF); Usability evaluation for the design of
telecommunication systems, services and terminals".
[20] ETSI EG 202 325: "Human Factors (HF); User Profile Management".
[21] Void.
[22] Void.
[23] Communication from the Commission to the European Parliament, the Council, the European
economic and social committee and the committee of the regions: "Ageing well in the Information
Society - An i2010 Initiative - Action Plan on Information and Communication Technologies and
Ageing" {SEC(2007)811}.
NOTE: Available at http://eur-lex.europa.eu/LexUriServ/site/en/com/2007/com2007_0332en01.pdf.
[24] ITU-T Recommendation H. Sup.1: "Application profile - Sign language and lip-reading real-time
conversation using low bit-rate video communication".
[25] ISO 13407 (1999): "Human-centered design processes for interactive systems".
[26] ISO 17799 (2005): "Information technology - Security techniques - Code of practice for
information security management".
[27] The Care Services Improvement Partnership (CSIP): "Telecare Implementation Guide"
Department of Health, UK, 2005.
NOTE: Available at http://icn.csip.org.uk/telecare/.
ETSI
---------------------- Page: 7 ----------------------
8 Final draft ETSI EG 202 487 V1.1.2 (2007-12)
[28] NIST Special Publication SP 800-30 (July 2002): "Risk Management Guide for Information
Technology Systems", G. Stoneburner, A. Goguen and A. Feringa.
NOTE: Available at http://csrc.nist.gov/publications/nistpubs/800-30/sp800-30.pdf.
[29] Sawyer, D. (1996): "Do it by design. An introduction to Human Factors in medical devices". US
department of health, food and drug administration".
NOTE: Available at www.fda.gov/cdrh/humfac/doitpdf.pdf.
[30] Cooper, A., Reimann, R. M.: "About Face 2.0. The essentials of Interaction Design" John Wiley &
Sons; 2002.
NOTE: Available at http://www.amazon.com/About-Face-2-0-Essentials-
Interaction/dp/0764526413/ref=pd_sim_b_img_1.
[31] Integrating Community Equipment Services (ICES) (January 2005): "Telecare".
NOTE: Available at
http://www.changeagentteam.org.uk/_library/docs/Housing/Telecare/Telecare_gettingstarted.pdf.
[32] J. Gill: "Accessibility of Biometrics: Dimensioning the Challenges and Opportunities".
NOTE: Available at http://www.tiresias.org/phoneability/accessible_biometrics_proceedings/gill.htm.
[33] B. Dodson, D. Nolan: "Reliability Engineering Handbook".
[34] Reliasoft Corp (2007): "System Analysis Reference: Reliability, Availability and Optimization".
NOTE: Available at www.weibull.com/systemrelwebcontents.htm
[35] ISO/IEC JTC1 SWG-Accessibility: "User Needs Summary".
[36] J.M. Winters, M.F. Story: "Medical Instrumentation: Accessibility and Usability Considerations".
[37] ISO/FDIS 9241-20: "Ergonomics of human-system interaction - Part 20: Accessibility guidelines
for information/communication technology (ICT) equipment and services".
[38] The Unicode 5.0 Standard".
NOTE: Available at http://unicode.org/.
[39] ISO/FDIS 9241-171: "Ergonomics of human-system interaction - Part 171: Guidance on software
accessibility".
[40] World Medical Association Declaration of Helsinki: "Ethical Principles for Medical Research
Involving Human Subjects".
NOTE: Available at http://www.wma.net/e/policy/b3.htm.
2.2 Informative references
[41] ETSI TR 102 415: "Human Factors (HF); Telecare services; Issues and recommendations for user
aspects".
[42] ETSI TR 102 068: "Human Factors (HF); Requirements for assistive technology devices in ICT".
[43] ETSI TR 102 133: "Human Factors (HF); Access to ICT by young people: issues and guidelines".
[44] ETSI ETR 095: "Human Factors (HF); Guide for usability evaluations of telecommunications
systems and services".
[45] ETSI ETR 329: "Human Factors (HF); Guidelines for procedures and announcements in Stored
Voice Services (SVS) and Universal Personal Telecommunication (UPT)".
[46] IEEE 802.11: "Handbook - A Designer's Companion".
ETSI
---------------------- Page: 8 ----------------------
9 Final draft ETSI EG 202 487 V1.1.2 (2007-12)
3 Definitions and abbreviations
3.1 Definitions
For the purposes of the present document, the following terms and definitions apply:
accessibility: usability of a product, service, environment or facility by people with the widest range of capabilities
(according to ISO 9241-171 [39])
assistive technologies: any product, instrument, equipment or technical system used by a disabled person to prevent,
compensate, relieve or neutralize an impairment, disability or handicap
assistive technology device: device used by a disabled person to prevent, compensate, relieve or neutralize any
resultant handicap and which has the ability to interface to an ICT device
carer: individual who provides health or social care to the client
NOTE: Both professional and informal carers are included in this category.
child: defined for the purpose of the present document as a person up to the age of 12 years
client: individual receiving the telecare service, to support independent living and/or using telecare services for the care
of his or her own health
coordinator (coordination agent): individual who coordinates the delivery of care through the use of the telecare
service
NOTE: Coordination agents will need to be able to use the telecare services efficiently and will have human
factors needs that should be addressed.
design for all: design of products to be usable by all people, to the greatest extent possible, without the need for
specialized adoption
disability: person's activity limitation or participation restriction
NOTE: Disability is conceived as a dynamic interaction between health conditions (diseases, disorders, injuries,
traumas, etc.) and contextual factors (i.e. personal and environmental factors).
domiciliary (home) care: care arranged by social services and delivered to persons in their own homes and can include
assistance with personal care (e.g. washing, dressing, going to and getting out of bed) and a range of practical/domestic
tasks
emergency service: service, recognized as such by the EU Member State that provides immediate and rapid assistance
in situations where there is a direct risk to an individual's life or limb, public health or safety, private or public property,
or the environment, but not necessarily limited to these situations
end user: See client, carer and coordination agent.
health/care professionals: professionals (e.g. clinicians, doctors, occupational therapists, social workers) involved in
the assessment of clients and delivery of more specialist care than that provided by carers
health/care managers: professionals (typically working in the public sector) who control budgets and direct resources
within their local area and who will have direct contact with health care professionals but not with carers or their clients
ICT devices and services: devices or services for processing information and/or supporting communication
impairment: any reduction or loss of psychological, physiological or anatomical function or structure (such as a
significant deviation or loss)
informal carers: relatives, neighbours, friends or volunteers providing care for the person in need
interactive voice response: technology that allows a computer to detect voice and touch tones in a call and provide
output using pre-recorded or synthesized speech
ETSI
---------------------- Page: 9 ----------------------
10 Final draft ETSI EG 202 487 V1.1.2 (2007-12)
mobility: See personal (user) mobility and service mobility.
residential care: personal and/or nursing care that is provided to a person in a managed care home, in which the person
is also provided with accommodation that includes appropriate staffing, meals, cleaning services, furnishings and
equipment, for the provision of that care and accommodation
roaming: availability of a service at a location other than the home location, where the service was originally registered
service mobility: possibility for services to be accessed and delivered independently of network, service provider,
terminal or geographical location attributes
telecare service: delivery of health and social care to individuals within the home or wider community, with the
support of systems enabled by ICT
NOTE: Additional components of the concept also include safety and security monitoring services and Electronic
Assistive Technologies (EAT).
telecare service providers: public sector body (e.g. a local health authority) which has purchased a telecare system
from a manufacture and uses it to provide a telecare service to their citizens; or a private sector company or charity,
which has been contracted by the authority to provide a te
...
SLOVENSKI STANDARD
SIST-V ETSI/EG 202 487 V1.1.2:2008
01-julij-2008
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Human Factors (HF) - User experience guidelines - Telecare services (eHealth)
Ta slovenski standard je istoveten z: ETSI EG 202 487 V1.1.2 (2008-02)
ICS:
35.240.80 Uporabniške rešitve IT v IT applications in health care
zdravstveni tehniki technology
SIST-V ETSI/EG 202 487 V1.1.2:2008 en
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
---------------------- Page: 1 ----------------------
SIST-V ETSI/EG 202 487 V1.1.2:2008
---------------------- Page: 2 ----------------------
SIST-V ETSI/EG 202 487 V1.1.2:2008
ETSI EG 202 487 V1.1.2 (2008-02)
ETSI Guide
Human Factors (HF);
User experience guidelines;
Telecare services (eHealth)
---------------------- Page: 3 ----------------------
SIST-V ETSI/EG 202 487 V1.1.2:2008
2 ETSI EG 202 487 V1.1.2 (2008-02)
Reference
DEG/HF-00087
Keywords
Design for All, Health, HF, intelligent homes &
buildings, interface, MMI, user
ETSI
650 Route des Lucioles
F-06921 Sophia Antipolis Cedex - FRANCE
Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16
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 2008.
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.
ETSI
---------------------- Page: 4 ----------------------
SIST-V ETSI/EG 202 487 V1.1.2:2008
3 ETSI EG 202 487 V1.1.2 (2008-02)
Contents
Intellectual Property Rights.5
Foreword.5
Introduction .5
1 Scope.6
2 References.6
2.1 Normative references.6
2.2 Informative references.8
3 Definitions and abbreviations.9
3.1 Definitions.9
3.2 Abbreviations.10
4 Approach and structure.10
4.1 Definition, approach and methodology .10
4.2 Document and guidelines structure .11
5 User centred design and testing.13
5.1 Generic.13
5.2 Research, design and development.14
5.3 Service provision.14
6 Privacy and confidentiality guidelines .14
6.1 Generic.15
6.2 Research, design and development.15
6.3 Service provision.15
7 Ethics guidelines .16
7.1 Generic.17
7.2 Research, design and development.17
7.3 Service provision.18
8 Guidelines for legal aspects.19
8.1 Generic.19
8.2 Research, design and development.20
8.3 Service provision.20
9 Availability and reliability guidelines .21
9.1 Generic.21
9.2 Research, design and development.21
9.3 Service provision.22
10 Integrity guidelines.23
10.1 Generic.23
10.2 Research, design and development.23
10.3 Service provision.23
11 Safety guidelines .24
11.1 Generic.24
11.2 Research, design and development.24
11.3 Service provision.25
12 Usability and accessibility guidelines .25
12.1 Generic.26
12.2 Research, design and development.26
12.3 Service provision.30
13 User education guidelines .31
13.1 Generic.31
13.2 Research, design and development.32
ETSI
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SIST-V ETSI/EG 202 487 V1.1.2:2008
4 ETSI EG 202 487 V1.1.2 (2008-02)
13.3 Service provision.32
14 Localization, customization and personalization guidelines .32
14.1 Generic.33
14.2 Research, design and development.33
14.3 Service provision.34
15 Guidelines for organizational aspects.34
15.1 Generic.34
15.2 Research, design and development.35
15.3 Service provision.35
16 Servicing and maintenance guidelines .35
16.1 Generic.36
16.2 Research, design and development.36
16.3 Service provision.36
Annex A (normative): Four collective guideline listings.37
A.1 Collective list of all guidelines.37
A.2 Collective list of all generic guidelines.56
A.3 Collective list of all research, design and development guidelines .61
A.4 Collective list of all service provisioning guidelines.70
Annex B (informative): Bibliography.76
History .77
ETSI
---------------------- Page: 6 ----------------------
SIST-V ETSI/EG 202 487 V1.1.2:2008
5 ETSI EG 202 487 V1.1.2 (2008-02)
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 ETSI Guide (EG) has been produced by ETSI Technical Committee Human Factors (HF).
Intended users of this ETSI Guide are the stakeholders involved in the design, development, procurement and
deployment of telecare services. The individual end users (telecare clients) are the ultimate beneficiaries of the
guidelines, as their application should lead to telecare services of a higher quality, offering a better user experience.
Introduction
Telecare, defined as the provision of health and social care services to individuals within or outside of their homes with
the support of systems enabled by ICT, has been identified as a strategic enabler of independent living.
The demographic trends within Europe indicate a development towards a population getting older and living longer
than ever before. Therefore, the market for telecare solutions is poised to expand rapidly over the coming years, in order
to address the ever growing population with functional limitations [23] and [24].
The aging of our society has unveiled the problem of dependency, as the number of dependant citizens is increasing,
especially at the higher levels of the population pyramid. The majority of the dependant population receives informal
care, but the population of informal carers is decreasing and aging. These facts may be causing a decrease in the family
support to older people and people with disabilities and therefore demand new paradigms to provide support to
dependency and independent living.
The maintained delivery of traditional health care services to these user groups would lead to a considerable cost
increase, at a questionable quality, as these clients expect freedom of choice, mobility and personal attention, see
TR 102 415 [41]. As communication technologies mature and the average user knowledge level is on the increase, these
clients may more often have experience and trust in the use of ICT products and services.
The user experience of telecare services depends on a large number of elements. Much is known about human factors
(ergonomics) in general and their application within the domain of ICT, however, little has been published within the
area of e-Health. This work fills some of the gap, by collecting in a single document, human factors guidelines relevant
for the research, design, and deployment phases of telecare products and services. It is the intention that the application
of the guidelines shall lead to the best possible user interface and accessibility implementations, leading to an improved
user experience of telecare services and thereby increasing the acceptance and adoption of telecare.
ETSI
---------------------- Page: 7 ----------------------
SIST-V ETSI/EG 202 487 V1.1.2:2008
6 ETSI EG 202 487 V1.1.2 (2008-02)
1 Scope
The present document provides user experience guidelines, applicable to the research, design, development and
deployment of telecare services. The focus of the guidelines is grouped along three main themes: trust, usability and
accessibility, and service provisioning, addressed through a user-centric approach. Principles of design for all, adaptive
design and assistive technologies are applied throughout the present document.
The present document builds on the recommendations provided in TR 102 415 [41], defining telecare as the provision
of health and social care services to individuals, within or outside of their homes, with the support of systems enabled
by ICT.
Intended users of the present document are the stakeholders involved in the design, development, procurement and
deployment of telecare services. The individual end users (telecare clients) are the ultimate beneficiaries of the
guidelines, as their application should lead to telecare services of a higher quality, offering a better user experience.
Telemedicine, diagnosis and other medically related user aspects 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.
For online referenced documents, information sufficient to identify and locate the source shall be provided. Preferably,
the primary source of the referenced document should be cited, in order to ensure traceability. Furthermore, the
reference should, as far as possible, remain valid for the expected life of the document. The reference shall include the
method of access to the referenced document and the full network address, with the same punctuation and use of upper
case and lower case letters.
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 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.
[1] Void.
[2] ETSI EG 202 132: "Human Factors (HF); User Interfaces; Guidelines for generic user interface
elements for mobile terminals and services".
[3] ETSI EG 202 116: "Human Factors (HF); Guidelines for ICT products and services; "Design for
All"".
[4] Void.
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7 ETSI EG 202 487 V1.1.2 (2008-02)
[5] Void.
[6] ETSI TS 102 511: "Human Factors (HF); AT Commands for Assistive Mobile Device Interfaces".
[7] ETSI EG 202 423: "Human Factors (HF); Guidelines for the design and deployment of ICT
products and services used by children".
[8] ETSI ES 202 076: "Human Factors (HF); User Interfaces; Generic spoken command vocabulary
for ICT devices and services".
[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)".
[10] Void.
[11] ETSI EG 202 191: "Human Factors (HF); Multimodal interaction, communication and navigation
guidelines".
[12] Void.
[13] ETSI EG 202 048: "Human Factors (HF); Guidelines on the multimodality of icons, symbols and
pictograms".
[14] Void.
[15] ETSI EG 202 421: "Human Factors (HF); Multicultural and language aspects of multimedia
communications".
[16] ETSI EG 202 416: "Human Factors (HF); User Interfaces; Setup procedure design guidelines for
mobile terminals and services".
[17] ETSI EG 202 417: "Human Factors (HF); User education guidelines for mobile terminals and
services".
[18] Void.
[19] ETSI EG 201 472: "Human Factors (HF); Usability evaluation for the design of
telecommunication systems, services and terminals".
[20] ETSI EG 202 325: "Human Factors (HF); User Profile Management".
[21] Void.
[22] Void.
[23] Communication from the Commission to the European Parliament, the Council, the European
economic and social committee and the committee of the regions: "Ageing well in the Information
Society - An i2010 Initiative - Action Plan on Information and Communication Technologies and
Ageing" {SEC(2007)811}.
NOTE: Available at http://eur-lex.europa.eu/LexUriServ/site/en/com/2007/com2007_0332en01.pdf.
[24] ITU-T Recommendation H. Sup.1: "Application profile - Sign language and lip-reading real-time
conversation using low bit-rate video communication".
[25] ISO 13407 (1999): "Human-centered design processes for interactive systems".
[26] ISO 17799 (2005): "Information technology - Security techniques - Code of practice for
information security management".
[27] The Care Services Improvement Partnership (CSIP): "Telecare Implementation Guide"
Department of Health, UK, 2005.
NOTE: Available at http://icn.csip.org.uk/telecare/.
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[28] NIST Special Publication SP 800-30 (July 2002): "Risk Management Guide for Information
Technology Systems", G. Stoneburner, A. Goguen and A. Feringa.
NOTE: Available at http://csrc.nist.gov/publications/nistpubs/800-30/sp800-30.pdf.
[29] Sawyer, D. (1996): "Do it by design. An introduction to Human Factors in medical devices". US
department of health, food and drug administration".
NOTE: Available at www.fda.gov/cdrh/humfac/doitpdf.pdf.
[30] Cooper, A., Reimann, R. M.: "About Face 2.0. The essentials of Interaction Design" John Wiley &
Sons; 2002.
NOTE: Available at http://www.amazon.com/About-Face-2-0-Essentials-
Interaction/dp/0764526413/ref=pd_sim_b_img_1.
[31] Integrating Community Equipment Services (ICES) (January 2005): "Telecare".
NOTE: Available at
http://www.changeagentteam.org.uk/_library/docs/Housing/Telecare/Telecare_gettingstarted.pdf.
[32] J. Gill: "Accessibility of Biometrics: Dimensioning the Challenges and Opportunities".
NOTE: Available at http://www.tiresias.org/phoneability/accessible_biometrics_proceedings/gill.htm.
[33] B. Dodson, D. Nolan: "Reliability Engineering Handbook".
[34] Reliasoft Corp (2007): "System Analysis Reference: Reliability, Availability and Optimization".
NOTE: Available at www.weibull.com/systemrelwebcontents.htm
[35] ISO/IEC JTC1 SWG-Accessibility: "User Needs Summary".
[36] J.M. Winters, M.F. Story: "Medical Instrumentation: Accessibility and Usability Considerations".
[37] ISO/FDIS 9241-20: "Ergonomics of human-system interaction - Part 20: Accessibility guidelines
for information/communication technology (ICT) equipment and services".
[38] The Unicode 5.0 Standard".
NOTE: Available at http://unicode.org/.
[39] ISO/FDIS 9241-171: "Ergonomics of human-system interaction - Part 171: Guidance on software
accessibility".
[40] World Medical Association Declaration of Helsinki: "Ethical Principles for Medical Research
Involving Human Subjects".
NOTE: Available at http://www.wma.net/e/policy/b3.htm.
2.2 Informative references
[41] ETSI TR 102 415: "Human Factors (HF); Telecare services; Issues and recommendations for user
aspects".
[42] ETSI TR 102 068: "Human Factors (HF); Requirements for assistive technology devices in ICT".
[43] ETSI TR 102 133: "Human Factors (HF); Access to ICT by young people: issues and guidelines".
[44] ETSI ETR 095: "Human Factors (HF); Guide for usability evaluations of telecommunications
systems and services".
[45] ETSI ETR 329: "Human Factors (HF); Guidelines for procedures and announcements in Stored
Voice Services (SVS) and Universal Personal Telecommunication (UPT)".
[46] IEEE 802.11: "Handbook - A Designer's Companion".
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3 Definitions and abbreviations
3.1 Definitions
For the purposes of the present document, the following terms and definitions apply:
accessibility: usability of a product, service, environment or facility by people with the widest range of capabilities
(according to ISO 9241-171 [39])
assistive technologies: any product, instrument, equipment or technical system used by a disabled person to prevent,
compensate, relieve or neutralize an impairment, disability or handicap
assistive technology device: device used by a disabled person to prevent, compensate, relieve or neutralize any
resultant handicap and which has the ability to interface to an ICT device
carer: individual who provides health or social care to the client
NOTE: Both professional and informal carers are included in this category.
child: defined for the purpose of the present document as a person up to the age of 12 years
client: individual receiving the telecare service, to support independent living and/or using telecare services for the care
of his or her own health
coordinator (coordination agent): individual who coordinates the delivery of care through the use of the telecare
service
NOTE: Coordination agents will need to be able to use the telecare services efficiently and will have human
factors needs that should be addressed.
design for all: design of products to be usable by all people, to the greatest extent possible, without the need for
specialized adoption
disability: person's activity limitation or participation restriction
NOTE: Disability is conceived as a dynamic interaction between health conditions (diseases, disorders, injuries,
traumas, etc.) and contextual factors (i.e. personal and environmental factors).
domiciliary (home) care: care arranged by social services and delivered to persons in their own homes and can include
assistance with personal care (e.g. washing, dressing, going to and getting out of bed) and a range of practical/domestic
tasks
emergency service: service, recognized as such by the EU Member State that provides immediate and rapid assistance
in situations where there is a direct risk to an individual's life or limb, public health or safety, private or public property,
or the environment, but not necessarily limited to these situations
end user: See client, carer and coordination agent.
health/care professionals: professionals (e.g. clinicians, doctors, occupational therapists, social workers) involved in
the assessment of clients and delivery of more specialist care than that provided by carers
health/care managers: professionals (typically working in the public sector) who control budgets and direct resources
within their local area and who will have direct contact with health care professionals but not with carers or their clients
ICT devices and services: devices or services for processing information and/or supporting communication
impairment: any reduction or loss of psychological, physiological or anatomical function or structure (such as a
significant deviation or loss)
informal carers: relatives, neighbours, friends or volunteers providing care for the person in need
interactive voice response: technology that allows a computer to detect voice and touch tones in a call and provide
output using pre-recorded or synthesized speech
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10 ETSI EG 202 487 V1.1.2 (2008-02)
mobility: See personal (user) mobility and service mobility.
residential care: personal and/or nursing care that is provided to a person in a managed care home, in which the person
is also provided with accommodation that includes appropriate staffing, meals, cleaning services, furnishings and
equipment, for t
...
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