Human Factors (HF) - User-centred terminology for existing and upcoming ICT devices, services and applications

The present document aims at further simplifying end-user access to ICT devices, services, and applications by providing
recommended terms for basic and commonly-used ICT-related objects and activities, limited to those terms that end
users are commonly exposed to. Recommended terms are provided in five languages: English, French, German, Italian,
and Spanish (as spoken in their respective European countries).
The recommended terms apply to mobile ICT devices and mobile applications (whether they are standalone or whether
they provide access to related services) commonly found in mobile ICT devices (most of the recommended terms are
applicable to both mobile and stationary devices, services, and applications). The recommended terms are applicable to
the User Interface (UI) design for a product as well as that of any user documentation accompanying it.
User requirements and available results of standardization work have been considered and integrated in the present document,
providing implementation-oriented guidance. Wherever possible, a Design-for-All approach has been adopted,
taking functional abilities of users, including elderly users and users with cognitive, physical, or sensory limitations into
account.
The present document does not provide design guidance, nor does it intend to restrict the ability of market players to
further improve and develop their terminals and services. Neither does it intend to limit their options to trademark user
interface elements or profile the user experience of brand-specific user interface implementations as a competitive edge.

Človeški dejavniki (HF) - Uporabniško usmerjeno izrazoslovje za sedanje in prihodnje naprave, storitve in aplikacije IKT

General Information

Status
Published
Publication Date
23-Apr-2020
Current Stage
6060 - National Implementation/Publication (Adopted Project)
Start Date
04-Mar-2020
Due Date
09-May-2020
Completion Date
24-Apr-2020

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ETSI EG 203 499 V1.1.1 (2019-08)
ETSI GUIDE
Human Factors (HF);
User-centred terminology for existing and
upcoming ICT devices, services and applications
---------------------- Page: 1 ----------------------
2 ETSI EG 203 499 V1.1.1 (2019-08)
Reference
DEG/HF-00 203 499 Term.
Keywords
accessibility, ICT, interface, localisation, teleph-
ony, terminology, 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
The present document can be downloaded from:
http://www.etsi.org/standards-search

The present document may be made available in electronic versions and/or in print. The content of any electronic and/or

print versions of the present document shall not be modified without the prior written authorization of ETSI. In case of any

existing or perceived difference in contents between such versions and/or in print, the prevailing version of an ETSI deliv-

erable is the one made publicly available in PDF format at www.etsi.org/deliver.

Users of the present document should be aware that the document may be subject to revision or change of status. Infor-

mation on the current status of this and other ETSI documents is available at https://por-

tal.etsi.org/TB/ETSIDeliverableStatus.aspx

If you find errors in the present document, please send your comment to one of the following services:

https://portal.etsi.org/People/CommiteeSupportStaff.aspx
Copyright Notification

No part may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying

and microfilm except as authorized by written permission of ETSI.

The content of the PDF version shall not be modified without the written authorization of ETSI.

The copyright and the foregoing restriction extend to reproduction in all media.
© ETSI 2019.
All rights reserved.

DECT™, PLUGTESTS™, UMTS™ and the ETSI logo are trademarks of ETSI registered for the benefit of its Members.

3GPP™ and LTE™ are trademarks of ETSI registered for the benefit of its Members and

of the 3GPP Organizational Partners.

oneM2M™ logo is a trademark of ETSI registered for the benefit of its Members and

of the oneM2M Partners.
GSM and the GSM logo are trademarks registered and owned by the GSM Association.
ETSI
---------------------- Page: 2 ----------------------
3 ETSI EG 203 499 V1.1.1 (2019-08)
Contents

Intellectual Property Rights ................................................................................................................................ 5

Foreword ............................................................................................................................................................. 5

Modal verbs terminology .................................................................................................................................... 5

Introduction ........................................................................................................................................................ 6

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 .............................................................................................................................................................. 9

3.3 Abbreviations ..................................................................................................................................................... 9

4 User-centred development of terms ....................................................................................................... 10

5 Method ................................................................................................................................................... 11

5.1 General ............................................................................................................................................................. 11

5.2 Phase 1: Identification of device-related and service- and applications-related objects and activities ............. 12

5.3 Phase 2: Collection of terms ............................................................................................................................. 13

5.4 Phase 3: Analysis and selection ........................................................................................................................ 13

5.5 Principles of use ............................................................................................................................................... 13

6 Device-related terminologies ................................................................................................................. 14

6.1 Domain categories ............................................................................................................................................ 14

6.2 General terms ................................................................................................................................................... 14

6.2.1 Overview .................................................................................................................................................... 14

6.2.2 General terms: Hardware and physical elements ........................................................................................ 15

6.2.3 General terms: Other physical items ........................................................................................................... 19

6.2.4 General terms: Software ............................................................................................................................. 20

6.2.5 General terms: Control functions - softkeys ............................................................................................... 20

6.2.6 General terms: Control functions - gestures ............................................................................................... 21

6.2.7 General terms: Basic functions ................................................................................................................... 23

6.2.8 General terms: Radio related ...................................................................................................................... 28

6.3 Accessibility terms ........................................................................................................................................... 30

6.3.1 Overview .................................................................................................................................................... 30

6.3.2 Accessibility terms: Access and settings .................................................................................................... 31

6.3.3 Accessibility terms: Vision ......................................................................................................................... 31

6.3.4 Accessibility terms: Hearing ....................................................................................................................... 34

6.3.5 Accessibility terms: Dexterity..................................................................................................................... 35

6.3.6 Accessibility terms: Cognitive assistance ................................................................................................... 36

6.3.7 Accessibility terms: Media retrieval ........................................................................................................... 37

6.4 Telephony services ........................................................................................................................................... 37

6.4.1 Overview .................................................................................................................................................... 37

6.4.2 Telephony services: Device UI ................................................................................................................... 38

6.4.3 Telephony services: Device functionality ................................................................................................... 39

6.4.4 Telephony services: Voice call handling .................................................................................................... 40

6.4.5 Telephony services: System- and network services .................................................................................... 41

6.5 Photography ..................................................................................................................................................... 43

6.5.1 Overview .................................................................................................................................................... 43

6.5.2 Taking photos ............................................................................................................................................. 43

6.5.3 Handling photos .......................................................................................................................................... 45

6.5.4 Taking and handling videos ........................................................................................................................ 48

7 Service- and application-related terminologies ...................................................................................... 49

7.1 Domain categories ............................................................................................................................................ 49

7.2 General terms ................................................................................................................................................... 49

ETSI
---------------------- Page: 3 ----------------------
4 ETSI EG 203 499 V1.1.1 (2019-08)

7.2.1 Overview .................................................................................................................................................... 49

7.2.2 General terms: Authentication, login and confirmation .............................................................................. 50

7.2.3 General terms: Setup and settings ............................................................................................................... 51

7.2.4 General terms: Common functionality ........................................................................................................ 52

7.3 Messaging services ........................................................................................................................................... 56

7.3.1 Overview .................................................................................................................................................... 56

7.3.2 Access and setup - text-based services ....................................................................................................... 56

7.3.3 Access and setup - voicemail, audio, and video messaging ........................................................................ 59

7.3.4 Basic functionalities - text and voice messaging ........................................................................................ 60

7.3.5 Basic functionalities - voicemail services ................................................................................................... 61

7.4 Media services .................................................................................................................................................. 61

7.4.1 Overview .................................................................................................................................................... 61

7.4.2 AV access, retrieval, and control ................................................................................................................ 62

7.4.3 Text access, retrieval, and control ............................................................................................................... 63

7.4.4 Streaming live media .................................................................................................................................. 64

7.5 Societal services and communication ............................................................................................................... 65

7.5.1 Overview .................................................................................................................................................... 65

7.5.2 Societal services .......................................................................................................................................... 66

7.5.3 Communication ........................................................................................................................................... 67

7.5.4 Emergency communication ........................................................................................................................ 67

7.6 Social media services ....................................................................................................................................... 69

7.6.1 Overview .................................................................................................................................................... 69

7.6.2 Configuration and access ............................................................................................................................ 69

7.6.3 Service handling ......................................................................................................................................... 70

7.6.4 Online media handling ................................................................................................................................ 71

7.7 Banking services .............................................................................................................................................. 72

7.7.1 Overview .................................................................................................................................................... 72

7.7.2 eBanking ..................................................................................................................................................... 73

7.7.3 ePayment .................................................................................................................................................... 77

7.7.4 eCommerce ................................................................................................................................................. 79

7.7.5 Investment services ..................................................................................................................................... 81

7.8 eHealth ser vices ................................................................................................................................................ 82

7.8.1 Overview .................................................................................................................................................... 82

7.8.2 Monitoring services .................................................................................................................................... 82

7.8.3 Diagnosis and treatment .............................................................................................................................. 83

7.8.4 Fitness ......................................................................................................................................................... 85

7.9 Travel planning ................................................................................................................................................ 87

7.10 Navigation ........................................................................................................................................................ 90

7.11 Games ............................................................................................................................................................... 95

7.12 Searching and browsing ................................................................................................................................... 96

7.12.1 Overview .................................................................................................................................................... 96

7.12.2 Web browser ............................................................................................................................................... 96

7.12.3 Search engine .............................................................................................................................................. 98

7.13 Tools ............................................................................................................................................................... 100

History ............................................................................................................................................................ 102

ETSI
---------------------- Page: 4 ----------------------
5 ETSI EG 203 499 V1.1.1 (2019-08)
Intellectual Property Rights
Essential patents

IPRs essential or potentially essential to normative deliverables may have been declared to ETSI. The information per-

taining 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 re-

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

The work has been conducted in an open collaboration with industry, user and consumer representatives, and other rele-

vant stakeholders. The present document is based upon desk research (documents and online sources), best practices,

expert knowledge, and an industry-wide consultation and consensus process, aimed at consensus building and a quick

uptake and the widest possible support in future product implementations.
Intended readers of the present document are (list non-exhaustive):
• device designers, developers, and manufacturers;
• application developers;
• service providers;
• network operators;
• technical writers and developers of marketing materials; and
• national and international standards bodies and regulatory institutions.
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.

ETSI
---------------------- Page: 5 ----------------------
6 ETSI EG 203 499 V1.1.1 (2019-08)
Introduction

The terms (words, labels) used in the User Interface (UI) of a device, service or application may present an obstacle for

users if the users are not familiar with those terms or if the users are unsure as to their meaning. While some terms are

introduced by manufacturers to denote a new class of features or to distinguish own features from those offered by com-

petitors, most other terms denoting device or service features are not necessarily intended for differentiation. However,

in the absence of a harmonized or recommended terminology, the use of those terms may differ considerably among

manufacturers and service providers.

The alternative to a confusing plethora of terms is some degree of harmonization among devices, services, and applica-

tions, at least for terms not intended to convey a certain brand feature or image. A harmonized terminology can be em-

ployed to help prevent the negative effects of an uncontrolled expansion of terms. Those negative effects include:

• increased user difficulties in understanding complex, ambiguous, and inconsistently-used terms, leading to

unnecessary confusion;
• increased efforts in user education (user guides);
• increased costs for user support (hotline calls and call agent training);

• limited feature discovery and unclear user expectations (customers who do not understand certain features may

not use them, hence revenue may be missed);

• limited uptake (users may be reluctant to use a feature as they are not sure whether it has the expected effect);

• increase of cognitive complexity and subsequent learning effort; and
• abuse in the use of proprietary terms and lack of consistent use of terms.

The need for a harmonized terminology of device, service, and application features increases as new features and func-

tionalities are being developed. Device software, services, and applications are frequently updated, often without even

providing an update of the user documentation to the users.

ETSI EG 202 132 [i.1] claims that in order to aid users' learning procedures and to enable and simplify transfer and re-

use of knowledge between devices, applications and services, it is relevant to support harmonized vocabularies for the

most common and generic mobile ICT functions.

Consistency across basic interactive elements increases the ease and transfer of learning and raises the overall usability

of an enough-complex mobile ICT environment. Such a transfer becomes even more important when older users or peo-

ple with cognitive functional limitations are addressed and expected to use smartphones, mobile services and Internet

applications in most segments of everyday life.

A harmonized terminology can also be fed into terminology management systems used within a company to ensure the

consistent use of terms across products and the internal and external documentation (e.g. design documents, user guides

and promotional materials), see Clause 4.

ETSI EG 202 132 [i.1] contains harmonized English-language terms for a number of areas including user interfaces for

hardware and software, configuration of messaging and data services, call features, and terminal functionality. ETSI

TR 102 972 [i.2] extends the work done in ETSI EG 202 132 [i.1] towards 3G devices, mobile services, and applica-

tions. This extended list of proposed terms forms the initial basis for the terms considered. However, ETSI

EG 202 132 [i.1] and ETSI TR 102 972 [i.2] were published a long time ago and require updating, inter alia to cover the

many features and services evolved or not available at that time, and to cover other main European languages in addi-

tion to English.

The present document addresses this need on the basic level, covering the five largest official EU/EFTA languages (by

the number of their native speakers): German, French English, Italian and Spanish. However, given the speed of change

in the mobile ICT landscape, it will naturally require updating to ensure continuing relevance. Furthermore, expansion

to cover additional European languages and other languages used in Europe will further increase the usefulness and ap-

plicability of the present document.

The selection and validation process of the terms applied throughout their development, performed in collaboration with

stakeholders is expected to add a quality dimension to the recommended vocabulary that would be difficult to achieve

through an individual effort and is expected to contribute to the use and uptake of this freely available, public resource.

ETSI
---------------------- Page: 6 ----------------------
7 ETSI EG 203 499 V1.1.1 (2019-08)
1 Scope

The present document aims at further simplifying end-user access to ICT devices, services, and applications by provid-

ing recommended terms for basic and commonly-used ICT-related objects and activities, limited to those terms that end

users are commonly exposed to. Recommended terms are provided in five languages: English, French, German, Italian,

and Spanish (as spoken in their respective European countries).

The recommended terms apply to mobile ICT devices and mobile applications (whether they are standalone or whether

they provide access to related services) commonly found in mobile ICT devices (most of the recommended terms are

applicable to both mobile and stationary devices, services, and applications). The recommended terms are applicable to

the User Interface (UI) design for a product as well as that of any user documentation accompanying it.

User requirements and available results of standardization work have been considered and integrated in the present doc-

ument, providing implementation-oriented guidance. Wherever possible, a Design-for-All approach has been adopted,

taking functional abilities of users, including elderly users and users with cognitive, physical, or sensory limitations into

account.

The present document does not provide design guidance, nor does it intend to restrict the ability of market players to

further improve and develop their terminals and services. Neither does it intend to limit their options to trademark user

interface elements or profile the user experience of brand-specific user interface implementations as a competitive edge.

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-spe-

cific. For specific references, only the cited version applies. For non-specific references, the latest version of the refer-

enced 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 EG 202 132: "Human Factors (HF); User Interfaces; Guidelines for generic user interface

elements for mobile terminals and services".

[i.2] ETSI TR 102 972: "Human Factors (HF); User Interfaces; Generic user interface elements for

3G/UMTS mobile devices, services and applications".

[i.3] ETSI EG 202 417: "Human Factors (HF); User education guidelines for mobile terminals and ser-

vices".

[i.4] ETSI ETR 095: "Human Factors (HF); Guide for usability evaluations of telecommunications sys-

tems and services".

[i.5] ISO 9241-11:2018: "Ergonomics of human-system interaction - Part 11: Usability: Definitions and

concepts".

[i.6] ETSI ETR 116: "Human Factors (HF); Human factors guidelines for ISDN Terminal equipment

design".

[i.7] ETSI EN 301 549: "Accessibility requirements suitable for public procurement of ICT products

and services in Europe".
ETSI
---------------------- Page: 7 ----------------------
8 ETSI EG 203 499 V1.1.1 (2019-08)
[i.8] IEEE 802.11™: "WiFi standards family specifications".
NOTE: Available at https://ieeexplore.ieee.org.
[i.9] Bluetooth™ SIG Core Specifications.

NOTE: Available at www.bluetooth.com/specifications/bluetooth-core-specification.

[i.10] Mobile & Wireless Forum (MWF) - Global Accessibility Reporting Initiative (GARI): GARI Fea-

ture Guide.
NOTE: Available at www.gari.info.

[i.11] CORDIS EU Research portal: "Terminology extraction, translation tools and comparable corpora".

NOTE: Available at https://cordis.europa.eu/project/rcn/93820_en.html.

[i.12] ISO 9999:2016: "Assistive products for persons with disability - Classification and terminology".

[i.13] ISO/IEC 29138-1:2018: "Information technology - User interface accessibility - Part 1: User ac-

cessibility needs".
3 Definition of terms, symbols and abbreviations
3.1 Terms
For the purposes of the present doc
...

Final draft ETSI EG 203 499 V1.1.1 (2019-05)
ETSI GUIDE
Human Factors (HF);
User-centred terminology for existing and
upcoming ICT devices, services and applications
---------------------- Page: 1 ----------------------
2 Final draft ETSI EG 203 499 V1.1.1 (2019-05)
Reference
DEG/HF-00 203 499 Term.
Keywords
accessibility, ICT, interface, localisation,
telephony, terminology, 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
The present document can be downloaded from:
http://www.etsi.org/standards-search

The present document may be made available in electronic versions and/or in print. The content of any electronic and/or

print versions of the present document shall not be modified without the prior written authorization of ETSI. In case of any

existing or perceived difference in contents between such versions and/or in print, the prevailing version of an

ETSI deliverable is the one made publicly available in PDF format at www.etsi.org/deliver.

Users of the present document should be aware that the document may be subject to revision or change of status. Infor-

mation on the current status of this and other ETSI documents is available at https://por-

tal.etsi.org/TB/ETSIDeliverableStatus.aspx

If you find errors in the present document, please send your comment to one of the following services:

https://portal.etsi.org/People/CommiteeSupportStaff.aspx
Copyright Notification

No part may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying

and microfilm except as authorized by written permission of ETSI.

The content of the PDF version shall not be modified without the written authorization of ETSI.

The copyright and the foregoing restriction extend to reproduction in all media.
© ETSI 2019.
All rights reserved.
TM TM TM

DECT , PLUGTESTS , UMTS and the ETSI logo are trademarks of ETSI registered for the benefit of its Members.

TM TM

3GPP and LTE are trademarks of ETSI registered for the benefit of its Members and

of the 3GPP Organizational Partners.

oneM2M™ logo is a trademark of ETSI registered for the benefit of its Members and

of the oneM2M Partners.
GSM and the GSM logo are trademarks registered and owned by the GSM Association.
ETSI
---------------------- Page: 2 ----------------------
3 Final draft ETSI EG 203 499 V1.1.1 (2019-05)
Contents

Intellectual Property Rights ................................................................................................................................ 5

Foreword ............................................................................................................................................................. 5

Modal verbs terminology .................................................................................................................................... 5

Introduction ........................................................................................................................................................ 6

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 .............................................................................................................................................................. 9

3.3 Abbreviations ..................................................................................................................................................... 9

4 User-centred development of terms ....................................................................................................... 10

5 Method ................................................................................................................................................... 11

5.1 General ............................................................................................................................................................. 11

5.2 Phase 1: Identification of device-related and service- and applications-related objects and activities ............. 12

5.3 Phase 2: Collection of terms ............................................................................................................................. 13

5.4 Phase 3: Analysis and selection ........................................................................................................................ 13

5.5 Principles of use ............................................................................................................................................... 13

6 Device-related terminologies ................................................................................................................. 14

6.1 Domain categories ............................................................................................................................................ 14

6.2 General terms ................................................................................................................................................... 14

6.2.1 Overview .................................................................................................................................................... 14

6.2.2 General terms: Hardware and physical elements ........................................................................................ 15

6.2.3 General terms: Other physical items ........................................................................................................... 19

6.2.4 General terms: Software ............................................................................................................................. 20

6.2.5 General terms: Control functions - softkeys ............................................................................................... 20

6.2.6 General terms: Control functions - gestures ............................................................................................... 21

6.2.7 General terms: Basic functions ................................................................................................................... 23

6.2.8 General terms: Radio related ...................................................................................................................... 28

6.3 Accessibility terms ........................................................................................................................................... 30

6.3.1 Overview .................................................................................................................................................... 30

6.3.2 Accessibility terms: Access and settings .................................................................................................... 31

6.3.3 Accessibility terms: Vision ......................................................................................................................... 31

6.3.4 Accessibility terms: Hearing ....................................................................................................................... 34

6.3.5 Accessibility terms: Dexterity..................................................................................................................... 35

6.3.6 Accessibility terms: Cognitive assistance ................................................................................................... 36

6.3.7 Accessibility terms: Media retrieval ........................................................................................................... 37

6.4 Telephony services ........................................................................................................................................... 37

6.4.1 Overview .................................................................................................................................................... 37

6.4.2 Telephony services: Device UI ................................................................................................................... 38

6.4.3 Telephony services: Device functionality ................................................................................................... 39

6.4.4 Telephony services: Voice call handling .................................................................................................... 40

6.4.5 Telephony services: System- and network services .................................................................................... 41

6.5 Photography ..................................................................................................................................................... 43

6.5.1 Overview .................................................................................................................................................... 43

6.5.2 Taking photos ............................................................................................................................................. 43

6.5.3 Handling photos .......................................................................................................................................... 45

6.5.4 Taking and handling videos ........................................................................................................................ 48

7 Service- and application-related terminologies ...................................................................................... 48

7.1 Domain categories ............................................................................................................................................ 48

7.2 General terms ................................................................................................................................................... 49

ETSI
---------------------- Page: 3 ----------------------
4 Final draft ETSI EG 203 499 V1.1.1 (2019-05)

7.2.1 Overview .................................................................................................................................................... 49

7.2.2 General terms: Authentication, login and confirmation .............................................................................. 50

7.2.3 General terms: Setup and settings ............................................................................................................... 51

7.2.4 General terms: Common functionality ........................................................................................................ 52

7.3 Messaging services ........................................................................................................................................... 56

7.3.1 Overview .................................................................................................................................................... 56

7.3.2 Access and setup - text-based services ....................................................................................................... 56

7.3.3 Access and setup - voicemail, audio, and video messaging ........................................................................ 59

7.3.4 Basic functionalities - text and voice messaging ........................................................................................ 60

7.3.5 Basic functionalities - voicemail services ................................................................................................... 61

7.4 Media services .................................................................................................................................................. 61

7.4.1 Overview .................................................................................................................................................... 61

7.4.2 AV access, retrieval, and control ................................................................................................................ 62

7.4.3 Text access, retrieval, and control ............................................................................................................... 63

7.4.4 Streaming live media .................................................................................................................................. 64

7.5 Societal services and communication ............................................................................................................... 65

7.5.1 Overview .................................................................................................................................................... 65

7.5.2 Societal services .......................................................................................................................................... 66

7.5.3 Communication ........................................................................................................................................... 67

7.5.4 Emergency communication ........................................................................................................................ 67

7.6 Social media services ....................................................................................................................................... 69

7.6.1 Overview .................................................................................................................................................... 69

7.6.2 Configuration and access ............................................................................................................................ 69

7.6.3 Service handling ......................................................................................................................................... 70

7.6.4 Online media handling ................................................................................................................................ 71

7.7 Banking services .............................................................................................................................................. 72

7.7.1 Overview .................................................................................................................................................... 72

7.7.2 eBanking ..................................................................................................................................................... 73

7.7.3 ePayment .................................................................................................................................................... 77

7.7.4 eCommerce ................................................................................................................................................. 79

7.7.5 Investment services ..................................................................................................................................... 81

7.8 eHealth ser vices ................................................................................................................................................ 82

7.8.1 Overview .................................................................................................................................................... 82

7.8.2 Monitoring services .................................................................................................................................... 82

7.8.3 Diagnosis and treatment .............................................................................................................................. 83

7.8.4 Fitness ......................................................................................................................................................... 85

7.9 Travel planning ................................................................................................................................................ 87

7.10 Navigation ........................................................................................................................................................ 90

7.11 Games ............................................................................................................................................................... 95

7.12 Searching and browsing ................................................................................................................................... 96

7.12.1 Overview .................................................................................................................................................... 96

7.12.2 Web browser ............................................................................................................................................... 96

7.12.3 Search engine .............................................................................................................................................. 98

7.13 Tools ............................................................................................................................................................... 100

History ............................................................................................................................................................ 102

ETSI
---------------------- Page: 4 ----------------------
5 Final draft ETSI EG 203 499 V1.1.1 (2019-05)
Intellectual Property Rights
Essential patents

IPRs essential or potentially essential to normative deliverables may have been declared to ETSI. The information per-

taining 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 re-

spect 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 final draft ETSI Guide (EG) has been produced by ETSI Technical Committee Human Factors (HF), and is now

submitted for the ETSI standards Membership Approval Procedure.

The work has been conducted in an open collaboration with industry, user and consumer representatives, and other rele-

vant stakeholders. The present document is based upon desk research (documents and online sources), best practices,

expert knowledge, and an industry-wide consultation and consensus process, aimed at consensus building and a quick

uptake and the widest possible support in future product implementations.
Intended readers of the present document are (list non-exhaustive):
• device designers, developers, and manufacturers;
• application developers;
• service providers;
• network operators;
• technical writers and developers of marketing materials; and
• national and international standards bodies and regulatory institutions.
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.

ETSI
---------------------- Page: 5 ----------------------
6 Final draft ETSI EG 203 499 V1.1.1 (2019-05)
Introduction

The terms (words, labels) used in the user interface (UI) of a device, service or application may present an obstacle for

users if the users are not familiar with those terms or if the users are unsure as to their meaning. While some terms are

introduced by manufacturers to denote a new class of features or to distinguish own features from those offered by com-

petitors, most other terms denoting device or service features are not necessarily intended for differentiation. However,

in the absence of a harmonized or recommended terminology, the use of those terms may differ considerably among

manufacturers and service providers.

The alternative to a confusing plethora of terms is some degree of harmonization among devices, services, and applica-

tions, at least for terms not intended to convey a certain brand feature or image. A harmonized terminology can be em-

ployed to help prevent the negative effects of an uncontrolled expansion of terms. Those negative effects include:

• increased user difficulties in understanding complex, ambiguous, and inconsistently-used terms, leading to

unnecessary confusion;
• increased efforts in user education (user guides);
• increased costs for user support (hotline calls and call agent training);

• limited feature discovery and unclear user expectations (customers who do not understand certain features may

not use them, hence revenue may be missed);

• limited uptake (users may be reluctant to use a feature as they are not sure whether it has the expected effect);

• increase of cognitive complexity and subsequent learning effort; and
• abuse in the use of proprietary terms and lack of consistent use of terms.

The need for a harmonized terminology of device, service, and application features increases as new features and func-

tionalities are being developed. Device software, services, and applications are frequently updated, often without even

providing an update of the user documentation to the users.

ETSI EG 202 132 [i.1] claims that in order to aid users' learning procedures and to enable and simplify transfer and re-

use of knowledge between devices, applications and services, it is relevant to support harmonized vocabularies for the

most common and generic mobile ICT functions.

Consistency across basic interactive elements increases the ease and transfer of learning and raises the overall usability

of an enough-complex mobile ICT environment. Such a transfer becomes even more important when older users or peo-

ple with cognitive functional limitations are addressed and expected to use smartphones, mobile services and Internet

applications in most segments of everyday life.

A harmonized terminology can also be fed into terminology management systems used within a company to ensure the

consistent use of terms across products and the internal and external documentation (e.g. design documents, user guides

and promotional materials), see Clause 4.

ETSI EG 202 132 [i.1] contains harmonized English-language terms for a number of areas including user interfaces for

hardware and software, configuration of messaging and data services, call features, and terminal functionality. ETSI

TR 102 972 [i.2] extends the work done in ETSI EG 202 132 [i.1] towards 3G devices, mobile services, and applica-

tions. This extended list of proposed terms forms the initial basis for the terms considered. However, ETSI

EG 202 132 [i.1] and ETSI TR 102 972 [i.2] were published a long time ago and require updating, inter alia to cover the

many features and services evolved or not available at that time, and to cover other main European languages in addi-

tion to English.

The present document addresses this need on the basic level, covering the five largest official EU/EFTA languages (by

the number of their native speakers): German, French English, Italian and Spanish. However, given the speed of change

in the mobile ICT landscape, it will naturally require updating to ensure continuing relevance. Furthermore, expansion

to cover additional European languages and other languages used in Europe will further increase the usefulness and ap-

plicability of the present document.

The selection and validation process of the terms applied throughout their development, performed in collaboration with

stakeholders is expected to add a quality dimension to the recommended vocabulary that would be difficult to achieve

through an individual effort and is expected to contribute to the use and uptake of this freely available, public resource.

ETSI
---------------------- Page: 6 ----------------------
7 Final draft ETSI EG 203 499 V1.1.1 (2019-05)
1 Scope

The present document aims at further simplifying end-user access to ICT devices, services, and applications by provid-

ing recommended terms for basic and commonly-used ICT-related objects and activities, limited to those terms that end

users are commonly exposed to. Recommended terms are provided in five languages: English, French, German, Italian,

and Spanish (as spoken in their respective European countries).

The recommended terms apply to mobile ICT devices and mobile applications (whether they are standalone or whether

they provide access to related services) commonly found in mobile ICT devices (most of the recommended terms are

applicable to both mobile and stationary devices, services, and applications). The recommended terms are applicable to

the user interface (UI) design for a product as well as that of any user documentation accompanying it.

User requirements and available results of standardization work have been considered and integrated in the present doc-

ument, providing implementation-oriented guidance. Wherever possible, a Design-for-All approach has been adopted,

taking functional abilities of users, including elderly users and users with cognitive, physical, or sensory limitations into

account.

The present document does not provide design guidance, nor does it intend to restrict the ability of market players to

further improve and develop their terminals and services. Neither does it intend to limit their options to trademark user

interface elements or profile the user experience of brand-specific user interface implementations as a competitive edge.

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-spe-

cific. For specific references, only the cited version applies. For non-specific references, the latest version of the refer-

enced 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 EG 202 132: "Human Factors (HF); User Interfaces; Guidelines for generic user interface

elements for mobile terminals and services".

[i.2] ETSI TR 102 972: "Human Factors (HF); User Interfaces; Generic user interface elements for

3G/UMTS mobile devices, services and applications".

[i.3] ETSI EG 202 417: "Human Factors (HF); User education guidelines for mobile terminals and ser-

vices".

[i.4] ETSI ETR 095: "Human Factors (HF); Guide for usability evaluations of telecommunications sys-

tems and services".

[i.5] ISO 9241-11:2018: "Ergonomics of human-system interaction - Part 11: Usability: Definitions and

concepts".

[i.6] ETSI ETR 116: "Human Factors (HF); Human factors guidelines for ISDN Terminal equipment

design".

[i.7] ETSI EN 301 549: "Accessibility requirements suitable for public procurement of ICT products

and services in Europe".
ETSI
---------------------- Page: 7 ----------------------
8 Final draft ETSI EG 203 499 V1.1.1 (2019-05)
[i.8] IEEE 802.11™: "WiFi standards family specifications".
NOTE: Available at https://ieeexplore.ieee.org.
[i.9] Bluetooth™ SIG Core Specifications.

NOTE: Available at www.bluetooth.com/specifications/bluetooth-core-specification.

[i.10] Mobile & Wireless Forum (MWF) - Global Accessibility Reporting Initiative (GARI): GARI Fea-

ture Guide.
NOTE: Available at www.gari.info.

[i.11] CORDIS EU Research portal: "Terminology extraction, translation tools and comparable corpora".

NOTE: Available at https://cordis.europa.eu/project/rcn/93820_en.html.

[i.12] ISO 9999:2016: "Assistive products for persons with disability - Classification and terminology".

[i.13] ISO/IEC 29138-1:2018:
...

SLOVENSKI STANDARD
SIST EG 203 499 V1.1.1:2020
01-junij-2020
Človeški dejavniki (HF) - Uporabniško usmerjeno izrazoslovje za sedanje in
prihodnje naprave, storitve in aplikacije IKT

Human Factors (HF) - User-centred terminology for existing and upcoming ICT devices,

services and applications
Ta slovenski standard je istoveten z: ETSI EG 203 499 V1.1.1 (2019-08)
ICS:
33.040.01 Telekomunikacijski sistemi na Telecommunication systems
splošno in general
SIST EG 203 499 V1.1.1:2020 en

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

---------------------- Page: 1 ----------------------
SIST EG 203 499 V1.1.1:2020
---------------------- Page: 2 ----------------------
SIST EG 203 499 V1.1.1:2020
ETSI EG 203 499 V1.1.1 (2019-08)
ETSI GUIDE
Human Factors (HF);
User-centred terminology for existing and
upcoming ICT devices, services and applications
---------------------- Page: 3 ----------------------
SIST EG 203 499 V1.1.1:2020
2 ETSI EG 203 499 V1.1.1 (2019-08)
Reference
DEG/HF-00 203 499 Term.
Keywords
accessibility, ICT, interface, localisation, teleph-
ony, terminology, user
ETSI
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Important notice
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Users of the present document should be aware that the document may be subject to revision or change of status. Infor-

mation on the current status of this and other ETSI documents is available at https://por-

tal.etsi.org/TB/ETSIDeliverableStatus.aspx

If you find errors in the present document, please send your comment to one of the following services:

https://portal.etsi.org/People/CommiteeSupportStaff.aspx
Copyright Notification

No part may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying

and microfilm except as authorized by written permission of ETSI.

The content of the PDF version shall not be modified without the written authorization of ETSI.

The copyright and the foregoing restriction extend to reproduction in all media.
© ETSI 2019.
All rights reserved.

DECT™, PLUGTESTS™, UMTS™ and the ETSI logo are trademarks of ETSI registered for the benefit of its Members.

3GPP™ and LTE™ are trademarks of ETSI registered for the benefit of its Members and

of the 3GPP Organizational Partners.

oneM2M™ logo is a trademark of ETSI registered for the benefit of its Members and

of the oneM2M Partners.
GSM and the GSM logo are trademarks registered and owned by the GSM Association.
ETSI
---------------------- Page: 4 ----------------------
SIST EG 203 499 V1.1.1:2020
3 ETSI EG 203 499 V1.1.1 (2019-08)
Contents

Intellectual Property Rights ................................................................................................................................ 5

Foreword ............................................................................................................................................................. 5

Modal verbs terminology .................................................................................................................................... 5

Introduction ........................................................................................................................................................ 6

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 .............................................................................................................................................................. 9

3.3 Abbreviations ..................................................................................................................................................... 9

4 User-centred development of terms ....................................................................................................... 10

5 Method ................................................................................................................................................... 11

5.1 General ............................................................................................................................................................. 11

5.2 Phase 1: Identification of device-related and service- and applications-related objects and activities ............. 12

5.3 Phase 2: Collection of terms ............................................................................................................................. 13

5.4 Phase 3: Analysis and selection ........................................................................................................................ 13

5.5 Principles of use ............................................................................................................................................... 13

6 Device-related terminologies ................................................................................................................. 14

6.1 Domain categories ............................................................................................................................................ 14

6.2 General terms ................................................................................................................................................... 14

6.2.1 Overview .................................................................................................................................................... 14

6.2.2 General terms: Hardware and physical elements ........................................................................................ 15

6.2.3 General terms: Other physical items ........................................................................................................... 19

6.2.4 General terms: Software ............................................................................................................................. 20

6.2.5 General terms: Control functions - softkeys ............................................................................................... 20

6.2.6 General terms: Control functions - gestures ............................................................................................... 21

6.2.7 General terms: Basic functions ................................................................................................................... 23

6.2.8 General terms: Radio related ...................................................................................................................... 28

6.3 Accessibility terms ........................................................................................................................................... 30

6.3.1 Overview .................................................................................................................................................... 30

6.3.2 Accessibility terms: Access and settings .................................................................................................... 31

6.3.3 Accessibility terms: Vision ......................................................................................................................... 31

6.3.4 Accessibility terms: Hearing ....................................................................................................................... 34

6.3.5 Accessibility terms: Dexterity..................................................................................................................... 35

6.3.6 Accessibility terms: Cognitive assistance ................................................................................................... 36

6.3.7 Accessibility terms: Media retrieval ........................................................................................................... 37

6.4 Telephony services ........................................................................................................................................... 37

6.4.1 Overview .................................................................................................................................................... 37

6.4.2 Telephony services: Device UI ................................................................................................................... 38

6.4.3 Telephony services: Device functionality ................................................................................................... 39

6.4.4 Telephony services: Voice call handling .................................................................................................... 40

6.4.5 Telephony services: System- and network services .................................................................................... 41

6.5 Photography ..................................................................................................................................................... 43

6.5.1 Overview .................................................................................................................................................... 43

6.5.2 Taking photos ............................................................................................................................................. 43

6.5.3 Handling photos .......................................................................................................................................... 45

6.5.4 Taking and handling videos ........................................................................................................................ 48

7 Service- and application-related terminologies ...................................................................................... 49

7.1 Domain categories ............................................................................................................................................ 49

7.2 General terms ................................................................................................................................................... 49

ETSI
---------------------- Page: 5 ----------------------
SIST EG 203 499 V1.1.1:2020
4 ETSI EG 203 499 V1.1.1 (2019-08)

7.2.1 Overview .................................................................................................................................................... 49

7.2.2 General terms: Authentication, login and confirmation .............................................................................. 50

7.2.3 General terms: Setup and settings ............................................................................................................... 51

7.2.4 General terms: Common functionality ........................................................................................................ 52

7.3 Messaging services ........................................................................................................................................... 56

7.3.1 Overview .................................................................................................................................................... 56

7.3.2 Access and setup - text-based services ....................................................................................................... 56

7.3.3 Access and setup - voicemail, audio, and video messaging ........................................................................ 59

7.3.4 Basic functionalities - text and voice messaging ........................................................................................ 60

7.3.5 Basic functionalities - voicemail services ................................................................................................... 61

7.4 Media services .................................................................................................................................................. 61

7.4.1 Overview .................................................................................................................................................... 61

7.4.2 AV access, retrieval, and control ................................................................................................................ 62

7.4.3 Text access, retrieval, and control ............................................................................................................... 63

7.4.4 Streaming live media .................................................................................................................................. 64

7.5 Societal services and communication ............................................................................................................... 65

7.5.1 Overview .................................................................................................................................................... 65

7.5.2 Societal services .......................................................................................................................................... 66

7.5.3 Communication ........................................................................................................................................... 67

7.5.4 Emergency communication ........................................................................................................................ 67

7.6 Social media services ....................................................................................................................................... 69

7.6.1 Overview .................................................................................................................................................... 69

7.6.2 Configuration and access ............................................................................................................................ 69

7.6.3 Service handling ......................................................................................................................................... 70

7.6.4 Online media handling ................................................................................................................................ 71

7.7 Banking services .............................................................................................................................................. 72

7.7.1 Overview .................................................................................................................................................... 72

7.7.2 eBanking ..................................................................................................................................................... 73

7.7.3 ePayment .................................................................................................................................................... 77

7.7.4 eCommerce ................................................................................................................................................. 79

7.7.5 Investment services ..................................................................................................................................... 81

7.8 eHealth ser vices ................................................................................................................................................ 82

7.8.1 Overview .................................................................................................................................................... 82

7.8.2 Monitoring services .................................................................................................................................... 82

7.8.3 Diagnosis and treatment .............................................................................................................................. 83

7.8.4 Fitness ......................................................................................................................................................... 85

7.9 Travel planning ................................................................................................................................................ 87

7.10 Navigation ........................................................................................................................................................ 90

7.11 Games ............................................................................................................................................................... 95

7.12 Searching and browsing ................................................................................................................................... 96

7.12.1 Overview .................................................................................................................................................... 96

7.12.2 Web browser ............................................................................................................................................... 96

7.12.3 Search engine .............................................................................................................................................. 98

7.13 Tools ............................................................................................................................................................... 100

History ............................................................................................................................................................ 102

ETSI
---------------------- Page: 6 ----------------------
SIST EG 203 499 V1.1.1:2020
5 ETSI EG 203 499 V1.1.1 (2019-08)
Intellectual Property Rights
Essential patents

IPRs essential or potentially essential to normative deliverables may have been declared to ETSI. The information per-

taining 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 re-

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

The work has been conducted in an open collaboration with industry, user and consumer representatives, and other rele-

vant stakeholders. The present document is based upon desk research (documents and online sources), best practices,

expert knowledge, and an industry-wide consultation and consensus process, aimed at consensus building and a quick

uptake and the widest possible support in future product implementations.
Intended readers of the present document are (list non-exhaustive):
• device designers, developers, and manufacturers;
• application developers;
• service providers;
• network operators;
• technical writers and developers of marketing materials; and
• national and international standards bodies and regulatory institutions.
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.

ETSI
---------------------- Page: 7 ----------------------
SIST EG 203 499 V1.1.1:2020
6 ETSI EG 203 499 V1.1.1 (2019-08)
Introduction

The terms (words, labels) used in the User Interface (UI) of a device, service or application may present an obstacle for

users if the users are not familiar with those terms or if the users are unsure as to their meaning. While some terms are

introduced by manufacturers to denote a new class of features or to distinguish own features from those offered by com-

petitors, most other terms denoting device or service features are not necessarily intended for differentiation. However,

in the absence of a harmonized or recommended terminology, the use of those terms may differ considerably among

manufacturers and service providers.

The alternative to a confusing plethora of terms is some degree of harmonization among devices, services, and applica-

tions, at least for terms not intended to convey a certain brand feature or image. A harmonized terminology can be em-

ployed to help prevent the negative effects of an uncontrolled expansion of terms. Those negative effects include:

• increased user difficulties in understanding complex, ambiguous, and inconsistently-used terms, leading to

unnecessary confusion;
• increased efforts in user education (user guides);
• increased costs for user support (hotline calls and call agent training);

• limited feature discovery and unclear user expectations (customers who do not understand certain features may

not use them, hence revenue may be missed);

• limited uptake (users may be reluctant to use a feature as they are not sure whether it has the expected effect);

• increase of cognitive complexity and subsequent learning effort; and
• abuse in the use of proprietary terms and lack of consistent use of terms.

The need for a harmonized terminology of device, service, and application features increases as new features and func-

tionalities are being developed. Device software, services, and applications are frequently updated, often without even

providing an update of the user documentation to the users.

ETSI EG 202 132 [i.1] claims that in order to aid users' learning procedures and to enable and simplify transfer and re-

use of knowledge between devices, applications and services, it is relevant to support harmonized vocabularies for the

most common and generic mobile ICT functions.

Consistency across basic interactive elements increases the ease and transfer of learning and raises the overall usability

of an enough-complex mobile ICT environment. Such a transfer becomes even more important when older users or peo-

ple with cognitive functional limitations are addressed and expected to use smartphones, mobile services and Internet

applications in most segments of everyday life.

A harmonized terminology can also be fed into terminology management systems used within a company to ensure the

consistent use of terms across products and the internal and external documentation (e.g. design documents, user guides

and promotional materials), see Clause 4.

ETSI EG 202 132 [i.1] contains harmonized English-language terms for a number of areas including user interfaces for

hardware and software, configuration of messaging and data services, call features, and terminal functionality. ETSI

TR 102 972 [i.2] extends the work done in ETSI EG 202 132 [i.1] towards 3G devices, mobile services, and applica-

tions. This extended list of proposed terms forms the initial basis for the terms considered. However, ETSI

EG 202 132 [i.1] and ETSI TR 102 972 [i.2] were published a long time ago and require updating, inter alia to cover the

many features and services evolved or not available at that time, and to cover other main European languages in addi-

tion to English.

The present document addresses this need on the basic level, covering the five largest official EU/EFTA languages (by

the number of their native speakers): German, French English, Italian and Spanish. However, given the speed of change

in the mobile ICT landscape, it will naturally require updating to ensure continuing relevance. Furthermore, expansion

to cover additional European languages and other languages used in Europe will further increase the usefulness and ap-

plicability of the present document.

The selection and validation process of the terms applied throughout their development, performed in collaboration with

stakeholders is expected to add a quality dimension to the recommended vocabulary that would be difficult to achieve

through an individual effort and is expected to contribute to the use and uptake of this freely available, public resource.

ETSI
---------------------- Page: 8 ----------------------
SIST EG 203 499 V1.1.1:2020
7 ETSI EG 203 499 V1.1.1 (2019-08)
1 Scope

The present document aims at further simplifying end-user access to ICT devices, services, and applications by provid-

ing recommended terms for basic and commonly-used ICT-related objects and activities, limited to those terms that end

users are commonly exposed to. Recommended terms are provided in five languages: English, French, German, Italian,

and Spanish (as spoken in their respective European countries).

The recommended terms apply to mobile ICT devices and mobile applications (whether they are standalone or whether

they provide access to related services) commonly found in mobile ICT devices (most of the recommended terms are

applicable to both mobile and stationary devices, services, and applications). The recommended terms are applicable to

the User Interface (UI) design for a product as well as that of any user documentation accompanying it.

User requirements and available results of standardization work have been considered and integrated in the present doc-

ument, providing implementation-oriented guidance. Wherever possible, a Design-for-All approach has been adopted,

taking functional abilities of users, including elderly users and users with cognitive, physical, or sensory limitations into

account.

The present document does not provide design guidance, nor does it intend to restrict the ability of market players to

further improve and develop their terminals and services. Neither does it intend to limit their options to trademark user

interface elements or profile the user experience of brand-specific user interface implementations as a competitive edge.

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-spe-

cific. For specific references, only the cited version applies. For non-specific references, the latest version of the refer-

enced 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 EG 202 132: "Human Factors (HF); User Interfaces; Guidelines for generic user interface

elements for mobile terminals and services".

[i.2] ETSI TR 102 972: "Human Factors (HF); User Interfaces; Generic user interface elements for

3G/UMTS mobile devices, services and applications".

[i.3] ETSI EG 202 417: "Human Factors (HF); User education guidelines for mobile terminals and ser-

vices".

[i.4] ETSI ETR 095: "Human Factors (HF); Guide for usability evaluations of telecommunications sys-

tems and services".

[i.5] ISO 9241-11:2018: "Ergonomics of human-system interaction - Part 11: Usability: Definitions and

concepts".

[i.6] ETSI ETR 116: "Human Factors (HF); Human factors guidelines for ISDN Terminal equipment

design".

[i.7] ETSI EN 301 549: "Accessibility requirements suitable for public procurement of ICT products

and services in Europe".
ETSI
---------------------- Pa
...

SLOVENSKI STANDARD
SIST EG 203 499 V1.1.1:2020
01-junij-2020
Človeški dejavniki (HF) - Uporabniško usmerjena terminologija za obstoječe in
prihodnje naprave, storitve in aplikacije IKT

Human Factors (HF) - User-centred terminology for existing and upcoming ICT devices,

services and applications
Ta slovenski standard je istoveten z: ETSI EG 203 499 V1.1.1 (2019-08)
ICS:
33.040.01 Telekomunikacijski sistemi Telecommunication systems
na splošno in general
SIST EG 203 499 V1.1.1:2020 en

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

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SIST EG 203 499 V1.1.1:2020
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SIST EG 203 499 V1.1.1:2020
ETSI EG 203 499 V1.1.1 (2019-08)
ETSI GUIDE
Human Factors (HF);
User-centred terminology for existing and
upcoming ICT devices, services and applications
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SIST EG 203 499 V1.1.1:2020
2 ETSI EG 203 499 V1.1.1 (2019-08)
Reference
DEG/HF-00 203 499 Term.
Keywords
accessibility, ICT, interface, localisation, teleph-
ony, terminology, user
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Contents

Intellectual Property Rights ................................................................................................................................ 5

Foreword ............................................................................................................................................................. 5

Modal verbs terminology .................................................................................................................................... 5

Introduction ........................................................................................................................................................ 6

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 .............................................................................................................................................................. 9

3.3 Abbreviations ..................................................................................................................................................... 9

4 User-centred development of terms ....................................................................................................... 10

5 Method ................................................................................................................................................... 11

5.1 General ............................................................................................................................................................. 11

5.2 Phase 1: Identification of device-related and service- and applications-related objects and activities ............. 12

5.3 Phase 2: Collection of terms ............................................................................................................................. 13

5.4 Phase 3: Analysis and selection ........................................................................................................................ 13

5.5 Principles of use ............................................................................................................................................... 13

6 Device-related terminologies ................................................................................................................. 14

6.1 Domain categories ............................................................................................................................................ 14

6.2 General terms ................................................................................................................................................... 14

6.2.1 Overview .................................................................................................................................................... 14

6.2.2 General terms: Hardware and physical elements ........................................................................................ 15

6.2.3 General terms: Other physical items ........................................................................................................... 19

6.2.4 General terms: Software ............................................................................................................................. 20

6.2.5 General terms: Control functions - softkeys ............................................................................................... 20

6.2.6 General terms: Control functions - gestures ............................................................................................... 21

6.2.7 General terms: Basic functions ................................................................................................................... 23

6.2.8 General terms: Radio related ...................................................................................................................... 28

6.3 Accessibility terms ........................................................................................................................................... 30

6.3.1 Overview .................................................................................................................................................... 30

6.3.2 Accessibility terms: Access and settings .................................................................................................... 31

6.3.3 Accessibility terms: Vision ......................................................................................................................... 31

6.3.4 Accessibility terms: Hearing ....................................................................................................................... 34

6.3.5 Accessibility terms: Dexterity..................................................................................................................... 35

6.3.6 Accessibility terms: Cognitive assistance ................................................................................................... 36

6.3.7 Accessibility terms: Media retrieval ........................................................................................................... 37

6.4 Telephony services ........................................................................................................................................... 37

6.4.1 Overview .................................................................................................................................................... 37

6.4.2 Telephony services: Device UI ................................................................................................................... 38

6.4.3 Telephony services: Device functionality ................................................................................................... 39

6.4.4 Telephony services: Voice call handling .................................................................................................... 40

6.4.5 Telephony services: System- and network services .................................................................................... 41

6.5 Photography ..................................................................................................................................................... 43

6.5.1 Overview .................................................................................................................................................... 43

6.5.2 Taking photos ............................................................................................................................................. 43

6.5.3 Handling photos .......................................................................................................................................... 45

6.5.4 Taking and handling videos ........................................................................................................................ 48

7 Service- and application-related terminologies ...................................................................................... 49

7.1 Domain categories ............................................................................................................................................ 49

7.2 General terms ................................................................................................................................................... 49

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7.2.1 Overview .................................................................................................................................................... 49

7.2.2 General terms: Authentication, login and confirmation .............................................................................. 50

7.2.3 General terms: Setup and settings ............................................................................................................... 51

7.2.4 General terms: Common functionality ........................................................................................................ 52

7.3 Messaging services ........................................................................................................................................... 56

7.3.1 Overview .................................................................................................................................................... 56

7.3.2 Access and setup - text-based services ....................................................................................................... 56

7.3.3 Access and setup - voicemail, audio, and video messaging ........................................................................ 59

7.3.4 Basic functionalities - text and voice messaging ........................................................................................ 60

7.3.5 Basic functionalities - voicemail services ................................................................................................... 61

7.4 Media services .................................................................................................................................................. 61

7.4.1 Overview .................................................................................................................................................... 61

7.4.2 AV access, retrieval, and control ................................................................................................................ 62

7.4.3 Text access, retrieval, and control ............................................................................................................... 63

7.4.4 Streaming live media .................................................................................................................................. 64

7.5 Societal services and communication ............................................................................................................... 65

7.5.1 Overview .................................................................................................................................................... 65

7.5.2 Societal services .......................................................................................................................................... 66

7.5.3 Communication ........................................................................................................................................... 67

7.5.4 Emergency communication ........................................................................................................................ 67

7.6 Social media services ....................................................................................................................................... 69

7.6.1 Overview .................................................................................................................................................... 69

7.6.2 Configuration and access ............................................................................................................................ 69

7.6.3 Service handling ......................................................................................................................................... 70

7.6.4 Online media handling ................................................................................................................................ 71

7.7 Banking services .............................................................................................................................................. 72

7.7.1 Overview .................................................................................................................................................... 72

7.7.2 eBanking ..................................................................................................................................................... 73

7.7.3 ePayment .................................................................................................................................................... 77

7.7.4 eCommerce ................................................................................................................................................. 79

7.7.5 Investment services ..................................................................................................................................... 81

7.8 eHealth ser vices ................................................................................................................................................ 82

7.8.1 Overview .................................................................................................................................................... 82

7.8.2 Monitoring services .................................................................................................................................... 82

7.8.3 Diagnosis and treatment .............................................................................................................................. 83

7.8.4 Fitness ......................................................................................................................................................... 85

7.9 Travel planning ................................................................................................................................................ 87

7.10 Navigation ........................................................................................................................................................ 90

7.11 Games ............................................................................................................................................................... 95

7.12 Searching and browsing ................................................................................................................................... 96

7.12.1 Overview .................................................................................................................................................... 96

7.12.2 Web browser ............................................................................................................................................... 96

7.12.3 Search engine .............................................................................................................................................. 98

7.13 Tools ............................................................................................................................................................... 100

History ............................................................................................................................................................ 102

ETSI
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Intellectual Property Rights
Essential patents

IPRs essential or potentially essential to normative deliverables may have been declared to ETSI. The information per-

taining 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 re-

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

The work has been conducted in an open collaboration with industry, user and consumer representatives, and other rele-

vant stakeholders. The present document is based upon desk research (documents and online sources), best practices,

expert knowledge, and an industry-wide consultation and consensus process, aimed at consensus building and a quick

uptake and the widest possible support in future product implementations.
Intended readers of the present document are (list non-exhaustive):
• device designers, developers, and manufacturers;
• application developers;
• service providers;
• network operators;
• technical writers and developers of marketing materials; and
• national and international standards bodies and regulatory institutions.
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.

ETSI
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Introduction

The terms (words, labels) used in the User Interface (UI) of a device, service or application may present an obstacle for

users if the users are not familiar with those terms or if the users are unsure as to their meaning. While some terms are

introduced by manufacturers to denote a new class of features or to distinguish own features from those offered by com-

petitors, most other terms denoting device or service features are not necessarily intended for differentiation. However,

in the absence of a harmonized or recommended terminology, the use of those terms may differ considerably among

manufacturers and service providers.

The alternative to a confusing plethora of terms is some degree of harmonization among devices, services, and applica-

tions, at least for terms not intended to convey a certain brand feature or image. A harmonized terminology can be em-

ployed to help prevent the negative effects of an uncontrolled expansion of terms. Those negative effects include:

• increased user difficulties in understanding complex, ambiguous, and inconsistently-used terms, leading to

unnecessary confusion;
• increased efforts in user education (user guides);
• increased costs for user support (hotline calls and call agent training);

• limited feature discovery and unclear user expectations (customers who do not understand certain features may

not use them, hence revenue may be missed);

• limited uptake (users may be reluctant to use a feature as they are not sure whether it has the expected effect);

• increase of cognitive complexity and subsequent learning effort; and
• abuse in the use of proprietary terms and lack of consistent use of terms.

The need for a harmonized terminology of device, service, and application features increases as new features and func-

tionalities are being developed. Device software, services, and applications are frequently updated, often without even

providing an update of the user documentation to the users.

ETSI EG 202 132 [i.1] claims that in order to aid users' learning procedures and to enable and simplify transfer and re-

use of knowledge between devices, applications and services, it is relevant to support harmonized vocabularies for the

most common and generic mobile ICT functions.

Consistency across basic interactive elements increases the ease and transfer of learning and raises the overall usability

of an enough-complex mobile ICT environment. Such a transfer becomes even more important when older users or peo-

ple with cognitive functional limitations are addressed and expected to use smartphones, mobile services and Internet

applications in most segments of everyday life.

A harmonized terminology can also be fed into terminology management systems used within a company to ensure the

consistent use of terms across products and the internal and external documentation (e.g. design documents, user guides

and promotional materials), see Clause 4.

ETSI EG 202 132 [i.1] contains harmonized English-language terms for a number of areas including user interfaces for

hardware and software, configuration of messaging and data services, call features, and terminal functionality. ETSI

TR 102 972 [i.2] extends the work done in ETSI EG 202 132 [i.1] towards 3G devices, mobile services, and applica-

tions. This extended list of proposed terms forms the initial basis for the terms considered. However, ETSI

EG 202 132 [i.1] and ETSI TR 102 972 [i.2] were published a long time ago and require updating, inter alia to cover the

many features and services evolved or not available at that time, and to cover other main European languages in addi-

tion to English.

The present document addresses this need on the basic level, covering the five largest official EU/EFTA languages (by

the number of their native speakers): German, French English, Italian and Spanish. However, given the speed of change

in the mobile ICT landscape, it will naturally require updating to ensure continuing relevance. Furthermore, expansion

to cover additional European languages and other languages used in Europe will further increase the usefulness and ap-

plicability of the present document.

The selection and validation process of the terms applied throughout their development, performed in collaboration with

stakeholders is expected to add a quality dimension to the recommended vocabulary that would be difficult to achieve

through an individual effort and is expected to contribute to the use and uptake of this freely available, public resource.

ETSI
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1 Scope

The present document aims at further simplifying end-user access to ICT devices, services, and applications by provid-

ing recommended terms for basic and commonly-used ICT-related objects and activities, limited to those terms that end

users are commonly exposed to. Recommended terms are provided in five languages: English, French, German, Italian,

and Spanish (as spoken in their respective European countries).

The recommended terms apply to mobile ICT devices and mobile applications (whether they are standalone or whether

they provide access to related services) commonly found in mobile ICT devices (most of the recommended terms are

applicable to both mobile and stationary devices, services, and applications). The recommended terms are applicable to

the User Interface (UI) design for a product as well as that of any user documentation accompanying it.

User requirements and available results of standardization work have been considered and integrated in the present doc-

ument, providing implementation-oriented guidance. Wherever possible, a Design-for-All approach has been adopted,

taking functional abilities of users, including elderly users and users with cognitive, physical, or sensory limitations into

account.

The present document does not provide design guidance, nor does it intend to restrict the ability of market players to

further improve and develop their terminals and services. Neither does it intend to limit their options to trademark user

interface elements or profile the user experience of brand-specific user interface implementations as a competitive edge.

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-spe-

cific. For specific references, only the cited version applies. For non-specific references, the latest version of the refer-

enced 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 EG 202 132: "Human Factors (HF); User Interfaces; Guidelines for generic user interface

elements for mobile terminals and services".

[i.2] ETSI TR 102 972: "Human Factors (HF); User Interfaces; Generic user interface elements for

3G/UMTS mobile devices, services and applications".

[i.3] ETSI EG 202 417: "Human Factors (HF); User education guidelines for mobile terminals and ser-

vices".

[i.4] ETSI ETR 095: "Human Factors (HF); Guide for usability evaluations of telecommunications sys-

tems and services".

[i.5] ISO 9241-11:2018: "Ergonomics of human-system interaction - Part 11: Usability: Definitions and

concepts".

[i.6] ETSI ETR 116: "Human Factors (HF); Human factors guidelines for ISDN Terminal equipment

design".

[i.7] ETSI EN 301 549: "Accessibility requirements suitable for public procurement of ICT products

and services in Europe".
ETSI
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