SIST-V ETSI/EG 203 602 V1.1.1:2019

SLOVENSKI STANDARD
SIST-V ETSI/EG 203 602 V1.1.1:2019
01-julij-2019
Uporabniška skupina - Uporabniški pristop - Navodilo za uporabnike - Dobre
prakse za interakcijo v digitalnem ekosistemu

User Group - User Centric Approach - Guidance for users - Best practices to interact in

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

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

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

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

Introduction ........................................................................................................................................................ 5

1 Scope ........................................................................................................................................................ 7

2 References ................................................................................................................................................ 7

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

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

3 Definition of terms, symbols and abbreviations ....................................................................................... 8

3.1 Terms .................................................................................................................................................................. 8

3.2 Symbols .............................................................................................................................................................. 8

3.3 Abbreviations ..................................................................................................................................................... 8

4 User in front of the service platform ........................................................................................................ 9

4.1 From settings to personalized service composition ............................................................................................ 9

4.1.1 Generic model ............................................................................................................................................... 9

4.1.2 User point of view ...................................................................................................................................... 10

4.2 User expectations ............................................................................................................................................. 11

4.2.1 User experience (UX) ................................................................................................................................. 11

4.2.2 Security: data protection and privacy.......................................................................................................... 13

4.2.2.1 User expectations of Data Protection .................................................................................................... 13

4.2.2.2 User expectations of Privacy ................................................................................................................. 13

4.3 Service composition ......................................................................................................................................... 14

4.3.0 Introduction................................................................................................................................................. 14

4.3.1 Services offered by composition ................................................................................................................. 14

4.3.2 Adaptation and personalization of services ................................................................................................ 15

5 User process for Smart Meters (functional model) ................................................................................ 15

6 Profiles (Information model) .................................................................................................................. 18

6.1 User profile ....................................................................................................................................................... 18

6.1.1 User profile representation .......................................................................................................................... 18

6.1.2 Personal information ................................................................................................................................... 18

6.1.3 Role information ......................................................................................................................................... 19

6.1.4 User geo-spatial information....................................................................................................................... 20

6.1.4.0 Introduction ........................................................................................................................................... 20

6.1.4.1 Information about the residence ............................................................................................................ 20

6.1.4.2 Information about the workplace .......................................................................................................... 20

6.1.5 User agenda information ............................................................................................................................. 21

6.1.6 User preference information ....................................................................................................................... 21

6.1.6.0 Introduction ........................................................................................................................................... 21

6.1.6.1 General preference ................................................................................................................................ 22

6.1.6.2 Equipment (terminal) preference information ....................................................................................... 22

6.1.6.3 Network preference ............................................................................................................................... 22

6.1.6.4 Service preference ................................................................................................................................. 23

6.2 User resource profile (equipment, network, service) ....................................................................................... 23

6.2.0 Introduction................................................................................................................................................. 23

6.2.1 Equipment resource profile ......................................................................................................................... 24

6.2.2 Network resource profile ............................................................................................................................ 24

6.2.3 Service resource profile .............................................................................................................................. 25

6.3 Data protection ................................................................................................................................................. 25

7 Recommendations .................................................................................................................................. 26

7.1 QoE .................................................................................................................................................................. 26

7.2 User and digital services ................................................................................................................................... 27

7.2.1 User Services best practices ........................................................................................................................ 27

7.2.1.0 Introduction ........................................................................................................................................... 27

7.2.1.1 User Process best practices ................................................................................................................... 27

7.2.1.2 User Management Services best practices ............................................................................................ 27

7.2.1.3 Security best practices ........................................................................................................................... 28

7.3 User and data .................................................................................................................................................... 29

7.3.1 User profile ................................................................................................................................................. 29

7.3.2 User resource profile ................................................................................................................................... 29

7.3.3 Data protection ............................................................................................................................................ 30

Annex A: Additional Survey ................................................................................................................. 31

Annex B: Bibliography .......................................................................................................................... 32

Annex C: Authors & contributors ........................................................................................................ 33

History .............................................................................................................................................................. 34

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This final draft ETSI Guide (EG) has been produced by ETSI User Group (USER), and is now submitted for the ETSI

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.

The concept of the full Project is to define 5 dimension model called ACIFO. The 5 dimension model is based on 5

• Architectural Model Acifo: defines the global structure, including semantics and is optimized for the stated

• Communication Model aCifo: defines the exchange protocols, including APIs and HMIs, over three planes:

• Information Model acIfo: defines the information of the whole ecosystem (equipment, network, applications,

services, HMIs, User, etc.) from the offer to the availability of resources for Users, Providers and any other

• Functional Model aciFo: defines the functionalities (the process) to compose any service based on "micro-

• Organization Model acifO: defines the role of any actor and which actor is responsible of each action. ("Who

These five dimensions should be shared by the user and the supplier/provider. For the user, it should be possible to

define (or to choose) the level of autonomy and control for the personalized composition of services.

• ETSI TR 103 438 [i.1] focuses on the Architecture and the Organization. It includes the use cases and the

• ETSI EG 203 602 (the present document) focuses on the information and the functionalities. It is dedicated to

the user. It provides analysis and recommendations from the information and functionalities.

• ETSI TR 103 603 [i.2] addresses all the dimensions to the supplier, in order to produce the APIs according to

• ETSI TR 103 604 [i.3] focuses on the communication and in particular on the HMIs.

For example, for Energy (production, distribution, consumption), the supplier will create an API for the user. The

information will be exchanged between the supplier and the user, but will not be used only by the supplier: the user will

have access to all the information and will be able to use this information to optimize their energy consumption. This

data base is a source to provide new services and new applications (for the user and for the supplier). One major

challenge and constraint is to ensure that all the private data may be checked and monitored by the user (the contract

needs to define clearly these points). The data are not used only by the supplier, the user should have access to the data

and may refuse that the data be used or known  an interaction "cursor" between the user and the supplier defines the

The present document defines guidance to the user in order to build its own service composition with the expected and

It focuses on analysis of functionalities and information from the user point of view.

The present document defines the intersection of the "user centric" and the "user interface" which contains the different

profiles of the user and equipment to adapt to user's new needs. Thus according to the possibilities offered by the

equipment, the networks and the software platforms, a personalization is possible.

The present document includes the results of an additional survey that complete the results obtained in the initial survey,

References are either specific (identified by date of publication and/or edition number or version number) or

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

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

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

[i.3] ETSI TR 103 604: "USER; User centric approach Qualification of the interaction with the digital

[i.4] ETSI EN 301 549: "Accessibility requirements suitable for public procurement of ICT products

[i.5] Directive on Security of Network and Information Systems and the General Data Protection

ACIFO: 5-dimension model, based on recommendations and common objectives for Users and Providers, giving the

cloud: network of remote servers hosted on the Internet and used to store, manage, and process data in place of local

dew: programming model for enabling ubiquitous, pervasive, and convenient ready-to-go, plug-in facility empowered

NOTE: Dew computing is a new computing paradigm appeared after the widely acceptance of cloud computing.

Dew computing has two key features: first, local computers (desktops, laptops, tablets, and smart phones)

provide rich micro-services independent of cloud services; second, these micro services inherently

collaborate with cloud services. Dew computing concerns the distribution of workloads between cloud

servers and local computers, and its focus is the software organization of local computers. The goal of

dew computing is to fully realize the potentials of local computers and cloud services.

equipment (terminal): in the present document, large range of user and provider equipment, including terminals,

NOTE: Fog computing, also known as fog networking or fogging, is a decentralized computing infrastructure in

which data, processing, storage and applications are distributed in the most logical, efficient place

between the data source and the cloud. Fog computing essentially extends cloud computing and services

to the edge of the network, bringing the advantages and power of the cloud closer to where data is created

micro-service: basic and simple service (with SoA properties) that can be combined for the composition of services as

NOTE: The basic concept behind this term is that each service performs a unique feature (e.g. for security,

profile: information template (model) to provide or to access to personalized services

NOTE: This means that the user constrains the whole environment, unlike other contexts where that is the

application (application-centric), or network (network-centric) or the system (system-centric) which

The generic model from the User point of view, as defined in ETSI TR 103 438 [i.1], is shown in figure 1.

What are the reading keys of this generic model of the digital ecosystem as proposed in ETSI TR 103 438 [i.1]?

The emerging usages and the providers' strategies will be put in perspective with the new emerging paradigms:

• On one hand, the human dimension, the more active role of users, the consumers behavior (mobility, social

networks, interest groups, groups of customers, etc.), the need of service personalization, the wish that all the

technologies are available for everyone and that the virtual reality is supporting the human reality.

• On the other hand, services are dematerialized, which changes the way to design services, the assembly of

services, the way to deliver services to consumers and to ensure service continuity and even the consumption

The global objective is to facilitate access to usages in providing personalized information at the right time.

That means that the relationship between users and providers are evolving significantly. From the passive client

incurring offers to the active user who takes ownership of the central role, applicant of innovation, personalization and

This "user-centric" evolution implies to provide contents and personalized services to the user, depending on location,

agenda, preference, at the right time, without technical, spatial and temporal constraints, in a framework of confidence

First, user has a more and more thorough of the offers. User expects to dispose of rich and pertinent information within

the environment, including opinions coming from social networks, from comparison tools and measurement tools. User

may also expect to be able to use real engineering and personalized tools. The price based on usage offers a wide

flexibility to the user. Per share offers are replaced by packages of customizable services.

Services offers should be adjusted to lifestyle changes, users' habits, especially in urban environment, but also in rural

Services operating hours reach out to 24 hours a day, 7 days a week. Dematerialization may reduce user trips and

enables home delivery services, signatures of contracts, invoices which is an economy source for users and providers.

Personalization means exploitation of client personal data. This situation may be paradoxical because on one hand the

client may wish a " user centric" offer and on the other hand the user is sensitive to risks on personal digital privacy.

The sensitivity level is variable depending on cultures. The challenge of personal data protection is consequently

important and personal data exploitation should have a sufficient counterpart, in terms of added value in services

This information personalization may be more than the use of collaborative filtering. It may use the users browsing

behaviors to offer predictable contents. The proposals remain targeted and coherent, independently of the channel.

Personalization is contextual and uses in particular the location in order to meet expectations of customers who are

looking for local services (agencies, shops, cinemas, public services, car parks, etc.).

Secondly, dematerialization results in fully digital managing of data and professional documents (contracts, invoices,

flyers, technical contents, administrative supports, mailing and messaging) which transit inside companies and/or in the

context of exchanges between partners (administrations, clients, providers, etc). Dematerialization is the replacement of

printed documents by digital supports, leading to the paperless office. Beyond supports dematerialization, the

commercial activities which have been during a long time supported by physical agencies are dematerialized via web,

Moreover "user experience" becomes "multichannel", that means, a coherent service delivery, whatever the access

mode to information system and in particular that any done operation, whatever the equipment (terminal) and all the

Additionally a process initiated via one of the channels may be carried over another or several others.

A strong decoupling is needed between the business functions delivered by the heart of the distribution system and the

The evolution of economical organizations including the specialization by profession will need an orchestration of the

specific contributions to propose a high added value to the user, a seamless offer rather than a