SIST-V ETSI/EG 202 848 V1.1.1:2011

SLOVENSKI STANDARD
SIST-V ETSI/EG 202 848 V1.1.1:2011
01-julij-2011

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Human Factors (HF) - Inclusive eServices for all: Optimizing the accessibility and the use

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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Intellectual Property Rights ................................................................................................................................ 4

Foreword ............................................................................................................................................................. 4

Introduction ........................................................................................................................................................ 4

1 Scope ........................................................................................................................................................ 6

2 References ................................................................................................................................................ 6

2.1 Normative references ......................................................................................................................................... 7

2.2 Informative references ........................................................................................................................................ 7

3 Definitions and abbreviations ................................................................................................................... 7

3.1 Definitions .......................................................................................................................................................... 7

3.2 Abbreviations ..................................................................................................................................................... 8

4 Rationale ................................................................................................................................................... 9

5 Method ................................................................................................................................................... 10

6 Roadmaps of user interaction technologies ............................................................................................ 11

6.1 General ............................................................................................................................................................. 11

6.1.1 Contents of the user interaction technology roadmaps ............................................................................... 11

6.1.2 Contents of the technology properties ........................................................................................................ 12

6.1.3 Key Design for All solutions ...................................................................................................................... 12

6.2 Acoustic/audio input technologies roadmap ..................................................................................................... 14

6.3 Kinaesthetic input technologies roadmap ......................................................................................................... 29

6.4 Presence/location/proximity-based input technologies roadmap...................................................................... 41

6.5 Recognition/mood/activity-based input technologies roadmap ........................................................................ 49

6.6 Smell-based input technologies roadmap ......................................................................................................... 65

6.7 Touch-based input technologies roadmaps ....................................................................................................... 68

6.8 Visual input technologies roadmap .................................................................................................................. 80

6.9 Acoustic/audio output technologies roadmap ................................................................................................... 85

6.10 Haptic/tactile output technologies roadmap ................................................................................................... 101

6.11 Smell-based output technologies roadmap ..................................................................................................... 113

6.12 Taste-based output technologies roadmap ...................................................................................................... 118

6.13 Visual output technologies roadmap .............................................................................................................. 123

Annex A: Alphabetic list of user interaction technologies ................................................................ 166

Annex B: Bibliography ........................................................................................................................ 169

History ............................................................................................................................................................ 172

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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

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can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web

This ETSI Guide (EG) has been produced by ETSI Technical Committee Human Factors (HF).

Europe, as well as other economically developed areas, is facing a number of social and economic challenges including

an ageing population and high expectations with regard to quality of life, in particular in healthcare, environmental and

transportation concerns. These changes in society are also reflected in new requirements for products and services

resulting from changing sensory, cognitive and physical abilities of their users.

Experience shows a predominant pattern of products and services being offered that do not take sufficiently into

account the needs of people with mild or severe impairments. This tendency contributes to create gaps between people

with disabilities and the average population regarding the usage of Information and Communication Technologies

(ICT). Two reasons for this state of affairs can be identified. First, companies do not see a business case in offering

barrier-free products. Secondly, product and eService developers are often unaware of the requirements of customers

with impairments, neither are they familiar with appropriate design solutions that in many cases are not very demanding

The motivation for the development of barrier-free services and technologies can be regarded as demand driven,

i.e. users, organisations and policy makers express needs that they are not able to satisfy today with existing eService

offerings and products. Adopting a Design for All approach should be perceived as an opportunity as it can frequently

lead to innovative design solutions that bring benefits to all users, increasing the overall attractiveness of product

The present document addresses relevant user requirements by taking a long-term approach in ensuring that new ICT

will consider the various needs of all users (including older users and those with disabilities) at the time when the

technology is first deployed, not as an afterthought as has been the case for many significant previous technological

Building a Design for All approach into the design process of devices and services will ensure that these products have

the broadest possible range of application by users with different abilities and users in different contexts. Fully utilising

the provisions in the present document will enable manufacturers and suppliers to demonstrate that they have

understood and overcome potential accessibility barriers that would otherwise have been created by new interaction

technologies that they are using. Adopting such a planned inclusive design approach can be utilised as a positive

Furthermore, adopting the provisions given in the present document will also significantly reduce the risk that

manufacturers and suppliers who employ future interaction technologies will introduce products that fail to meet the

needs of all sectors of society. Such use of the provisions will thus help industry to avoid the twin penalties of:

• the damage to corporate image that results from the introduction of products that are seen to discriminate

• the very high costs of having to retrospectively and rapidly re-engineer products in order to ensure that they no

longer exclude sectors of society that have already been alienated by previous versions of the product.

Adopting the provisions in the present document may reduce the likelihood that device manufactures and eService

providers become the subject of regulation. By doing so, they will be well prepared to comply with any standards or

regulation that may in the future be implemented to achieve an inclusive approach to private and public procurement.

The present document provides guidance for the user interaction design of telecommunication devices and services that

are likely to become available for large-scale rollout to consumers in the next five to ten years. In particular, the

document identifies provisions that have to be made in order to ensure that forthcoming interaction technologies

deployed in devices and services will be usable by all users including older people and/or people with disabilities.

The present document lists user interaction technologies likely to be employed in future devices and services in the

form of a technology roadmap. For each identified technology, key characteristics specified include:

• solutions related to accessibility barriers (both those benefiting disabled users only as well as those being

Measures are identified that need to be addressed prior to the large-scale implementation of those technologies in order

Within the scope of the document are those interaction technologies that are likely to be used in information and

communication products and services and are likely to achieve a mass-market breakthrough between 2010 and 2020.

are not within the scope of the present document, even though the guidelines may also apply to some of them.

General user interface design issues (e.g. cognitive workload) that affect the usability and accessibility of user interfaces

The intended readers of the present document are the designers, manufacturers and suppliers of all ICT products and

services that may use new user interaction technologies in their future offerings. Researchers benefit from the present

It is expected that the present document should be utilised in the earliest stages of the planning of a new product or

eService to ensure that the measures proposed can be taken into account during all stages of the product design and

implementation process. Such usage should ensure that the resulting product or eService is as barrier free in its design

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 documents which are not found to be publicly available in the expected location might be found at

NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee

The following referenced documents are necessary for the application of the present document.

The following referenced documents are not necessary for the application of the present document but they assist the

[i.1] ETSI EG 202 116: "Human Factors (HF); Guidelines for ICT products and services; "Design for

[i.2] ETSI TR 102 849: "Human Factors (HF); Inclusive eServices for all; Background analysis of

[i.3] ISO TR 29138-1: "Information technology - Accessibility considerations for people with

[i.4] ISO 9241-920: "Ergonomics of human-system interaction - Part 920: Guidance on tactile and

[i.6] ISO 9241-20: "Ergonomics of human-system interaction. Accessibility guidelines for

[i.7] ETSI EG 202 417: "Human Factors (HF); User education guidelines for mobile terminals and

[i.8] ETSI TR 102 068: "Human Factors (HF); Requirements for assistive technology devices in ICT".

[i.9] ETSI ES 202 076: "Human Factors (HF); User Interfaces; Generic spoken command vocabulary

For the purposes of the present document, the following terms and definitions apply:

augmented reality: augmented reality displays are those in which the image is of a primarily real environment, which

NOTE: More generally, augmented reality can be defined as any media that is specific to user's location or

context, which is displayed in order to augment or enhance user's specific reality.

Design for All: design of products to be accessible and usable by all people, to the greatest extent possible, without the

eService cluster: collection of multiple (electronic) services aggregating into one (joint, often more abstract) eService

input modality: sense or channel through which a human can receive the output of an ICT device or service

multimodality: simultaneous support of multiple input modalities and/or output modalities

output modality: channel through which a sensor, device or service can receive the input from the human

sensory modality: sense or channel through which a human can send input to or receive output from an ICT device or

service: complete capability, including terminal equipment functions, for communication between users, systems and

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

user interface: physical and logical interface through which a user communicates with a device or service

An analysis of the deployment of existing services and their user interfaces shows a common pattern of addressing the

requirements of older people and those with disabilities significantly after the initial availability of innovative new user

interaction technologies. This pattern is so common because new and sometimes disruptive technologies are usually

developed for and targeted at mainstream consumers, or at narrow target groups of early adopters, the wealthy or the

Those new and/or disruptive technologies did not initially include the easy accommodation of the requirements of

people with disabilities. Subsequent measures for compensating these shortcomings have often been late and costly.

Examples of technologies deployed without appropriate consideration for the requirements of users with disabilities are

Personal computer (PC) The first PCs with character-based user interfaces were easily usable by blind

communications services (e.g. gopher services and first E-mail services) were text

Document file formats Documents produced in image-based versions of the PDF-format are not

Digital music or media players Many classic cassette players have mechanical switches and mechanisms that

rely on the physical insertion and turning of a cassette to select different audio

on-screen interfaces with few, if any, physical controls to offer suitable feedback

Biometric systems Biometric applications are more and more used for supporting authorisation and

access control. People with disabilities (e.g. physical or speech impairments) are

likely to face barriers as users of these systems. Multimodality may contribute to

The introduction of forthcoming applications and technologies such as ambient intelligence, ubiquitous communications

and others enabled by Next Generation Networks (NGN) should not follow the same pattern, but adopt a true "Design

for All" approach instead. This implies that the specific requirements of older users and users with disabilities should be

taken into account prior to the large-scale introduction of such technologies. These requirements lead to provisions that

should be made prior to or at the introduction of new technologies in order to meet the needs of all users.

Emerging user interaction technologies may pose interaction challenges that still remain unaddressed by available

standards on generic accessibility of ICT products and services. One of the reasons for this may be that certain

modalities (e.g. haptic/tactile) have acquired an increasing importance in user interfaces, whereas previously they have

been used mainly as a complement to other modalities (e.g. visual and auditory). Furthermore, new interaction

paradigms (e.g. augmented reality) still lack a holistic analysis of their accessibility implications. The present document

addresses these and further issues attempting to identify relevant future interaction technologies and appropriate Design

Implementing the provisions in the present document can result in a higher average revenue per user for eService

providers and an increased customer base for device manufacturers. Ensuring that the needs of older users and users

with disabilities are addressed in the initial release of a product or eService will avoid the additional re-development

Adapting new services and devices according to these provisions will result in inclusion for all users, regardless of their

age and impairments. Delivering services and devices that are accessible from the start will empower users,

strengthening trust in their ability to master new technologies designed to improve their quality of life. Switching to a

new eService or device will be easier for users when the provisions in the present document are adopted.

Previous ETSI work has produced an excellent basis for educating device and eService designers about the

requirements of older users and users with disabilities by illustrating design principles for barrier-free products and

services. One example of the many ETSI publications on barrier-free design is [i.1].

However, the current literature, including the documents published by ETSI, largely focuses on existing technologies.

The developers of innovative new technologies may be unaware of these resources and, if they are, it may not be

possible to apply guidance from these resources to the development of new technologies. The present document

addresses both the need for an analysis that anticipates the demands of new technologies and for the development of

The technology roadmaps and technology properties listed in clause 6 were identified using a combination of desk

research and expert consultation. It included literature research and interviews with experts and stakeholders. The

development of the Design for All provisions in the present document resulted from an analysis of the options which

designers and manufactures have during the design of new services or access devices. Details of the working method

Existing and forthcoming eServices were analyzed and grouped into eService clusters such as eHealth, eGovernment

and eLearning (see table 5.1). In order to systematically identify potential accessibility barriers to those eServices and

appropriate solutions, each interaction technology listed in clause 6 has been assessed against a set of generic user

requirements related to ICT accessibility. The main aim was to identify those user requirements that may create

accessibility barriers when making use of novel and emerging interaction technologies.

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,

eHealth services eHealth services are, among others telecare services, remote health monitoring,

Social services delivered through Social services delivered through electronic means comprise remote supervision of

electronic means people in need, ICT-supported caretaking (incl. robotics applications), social

communities, electronic support for old people in need, messaging services, sharing