SIST EG 203 499 V2.1.1:2022
(Main)Human Factors (HF) - User-centred terminology for existing and upcoming ICT devices, services and applications
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, notably those terms that
end users are commonly exposed to. Recommended terms are provided in 19 languages: Bulgarian, Croatian, Czech,
Danish, Dutch, English, Finnish, French, German, Greek, Hungarian, Italian, Norwegian, Polish, Portuguese,
Romanian, Slovak, Spanish, and Swedish (as spoken in their respective European countries).
The recommended terms apply to mobile ICT devices and mobile applications (whether they are standalone or provide
access to related services) commonly found in mobile ICT devices. Though developed in a mobile ICT context, most of
the recommended terms are applicable to both mobile and fixed-network 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, industry-originated documents, and, when 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 devices 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
Ta dokument je namenjen nadaljnji poenostavitvi dostopa končnih uporabnikov do naprav, storitev in aplikacij IKT z zagotavljanjem priporočenih izrazov za osnovne in pogosto uporabljene predmete in dejavnosti, povezane z IKT, zlasti izrazov, s katerimi se končni uporabniki pogosto srečujejo. Priporočeni izrazi so na voljo v 19 jezikih: bolgarski, hrvaški, češki, danski, nizozemski, angleški, finski, francoski, nemški, grški, madžarski, italijanski, norveški, poljski, portugalski, romunski, slovaški, španski in švedski (kot se govorijo v njihovih evropskih državah). Priporočeni izrazi se uporabljajo za mobilne naprave IKT in mobilne aplikacije (ne glede na to, ali so samostojne ali zagotavljajo dostop do povezanih storitev), ki se običajno uporabljajo v mobilnih napravah IKT. Čeprav so razviti v kontekstu mobilnih IKT, se večina priporočenih izrazov uporablja za mobilne in fiksne omrežne naprave, storitve in aplikacije. Priporočeni izrazi se uporabljajo za zasnovo uporabniškega vmesnika (UI) za izdelek in tudi za vsako priloženo dokumentacijo uporabnika. Zahteve uporabnikov, dokumenti, ki izvirajo iz industrije, in rezultati standardizacijskega dela, kadar so bili na voljo, so bili upoštevani in vključeni v tem dokumentu, ki zagotavlja smernice, usmerjene v izvajanje. Kjer koli je bilo mogoče, je bil sprejet pristop »oblikovanje za vse«, ki upošteva funkcionalne sposobnosti uporabnikov, tudi starejših uporabnikov in uporabnikov s kognitivnimi, fizičnimi ali senzoričnimi omejitvami. Ta dokument ne podaja navodil za zasnovo niti ni njegov cilj omejiti zmožnost tržnih akterjev za nadaljnje izboljšave oziroma razvoj njihovih naprav in storitev. Prav tako ne omejuje njihovih možnosti, da elemente uporabniškega vmesnika zaščitijo z blagovno znamko ali profilirajo uporabniško izkušnjo implementacij uporabniškega vmesnika, specifičnega za blagovno znamko, kot konkurenčno prednost.
General Information
Buy Standard
Standards Content (Sample)
ETSI EG 203 499 V2.1.1 (2022-07)
ETSI GUIDE
Human Factors (HF);
User-centred terminology for existing and
upcoming ICT devices, services and applications
---------------------- Page: 1 ----------------------
2 ETSI EG 203 499 V2.1.1 (2022-07)
Reference
REG/HF-00203499v211
Keywords
accessibility, device, end-user, 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 - APE 7112B
Association à but non lucratif enregistrée à la
Sous-Préfecture de Grasse (06) N° w061004871
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.
Information on the current status of this and other ETSI documents is available at
https://portal.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
If you find a security vulnerability in the present document, please report it through our
Coordinated Vulnerability Disclosure Program:
https://www.etsi.org/standards/coordinated-vulnerability-disclosure
Notice of disclaimer & limitation of liability
The information provided in the present deliverable is directed solely to professionals who have the appropriate degree of
experience to understand and interpret its content in accordance with generally accepted engineering or
other professional standard and applicable regulations.
No recommendation as to products and services or vendors is made or should be implied.
No representation or warranty is made that this deliverable is technically accurate or sufficient or conforms to any law
is made of merchantability or fitness
and/or governmental rule and/or regulation and further, no representation or warranty
for any particular purpose or against infringement of intellectual property rights.
In no event shall ETSI be held liable for loss of profits or any other incidental or consequential damages.
Any software contained in this deliverable is provided "AS IS" with no warranties, express or implied, including but not
limited to, the warranties of merchantability, fitness for a particular purpose and non-infringement of intellectual property
rights and ETSI shall not be held liable in any event for any damages whatsoever (including, without limitation, damages
for loss of profits, business interruption, loss of information, or any other pecuniary loss) arising out of or related to the use
of or inability to use the software.
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 2022.
All rights reserved.
ETSI
---------------------- Page: 2 ----------------------
3 ETSI EG 203 499 V2.1.1 (2022-07)
Contents
Intellectual Property Rights . 5
Foreword . 5
Modal verbs terminology . 5
Introduction . 6
1 Scope . 8
2 References . 8
2.1 Normative references . 8
2.2 Informative references . 8
3 Definition of terms, symbols and abbreviations . 9
3.1 Terms . 9
3.2 Symbols . 10
3.3 Abbreviations . 10
4 User-centred development of terms . 12
5 Method . 13
5.1 General . 13
5.2 Phase 1: Identification of device-related and service- and applications-related objects and activities . 13
5.3 Phase 2: Collection of terms . 14
5.4 Phase 3: Analysis and selection . 14
5.5 Principles of use . 15
6 Device-related terminologies . 15
6.1 Domain categories . 15
6.2 General terms . 16
6.2.1 Overview . 16
6.2.2 General terms: Hardware and physical elements . 17
6.2.3 General terms: Other physical items . 32
6.2.4 General terms: Software . 37
6.2.5 General terms: Control functions - softkeys . 39
6.2.6 General terms: Control functions - gestures . 42
6.2.7 General terms: Basic functions . 47
6.2.8 General terms: Radio related . 70
6.3 Accessibility terms . 76
6.3.1 Overview . 76
6.3.2 Accessibility terms: Access and settings . 77
6.3.3 Accessibility terms: Vision . 79
6.3.4 Accessibility terms: Hearing . 88
6.3.5 Accessibility terms: Dexterity. 91
6.3.6 Accessibility terms: Cognitive assistance . 95
6.3.7 Accessibility terms: Media retrieval . 99
6.4 Telephony services . 100
6.4.1 Overview . 100
6.4.2 Telephony services: Device UI . 101
6.4.3 Telephony services: Device functionality . 107
6.4.4 Telephony services: Voice call handling . 110
6.4.5 Telephony services: System- and network services . 113
6.5 Photography . 121
6.5.1 Overview . 121
6.5.2 Taking photos . 122
6.5.3 Handling photos . 132
6.5.4 Taking and handling videos . 143
7 Service- and application-related terminologies . 146
7.1 Domain categories . 146
7.2 General terms . 147
ETSI
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4 ETSI EG 203 499 V2.1.1 (2022-07)
7.2.1 Overview . 147
7.2.2 General terms: Authentication, login and confirmation . 147
7.2.3 General terms: Setup and settings . 151
7.2.4 General terms: Common functionality . 158
7.3 Messaging services . 175
7.3.1 Overview . 175
7.3.2 Access and setup - text-based services . 176
7.3.3 Access and setup - voicemail, audio, and video messaging . 187
7.3.4 Basic functionalities - text and voice messaging . 191
7.3.5 Basic functionalities - voicemail services . 194
7.4 Media services . 197
7.4.1 Overview . 197
7.4.2 AV access, retrieval, and control . 197
7.4.3 Text access, retrieval, and control . 202
7.4.4 Streaming live media . 207
7.5 Societal services and communication . 215
7.5.1 Overview . 215
7.5.2 Societal services . 215
7.5.3 Communication . 220
7.5.4 Emergency communication . 223
7.6 Social media services . 229
7.6.1 Overview . 229
7.6.2 Configuration and access . 229
7.6.3 Service handling . 232
7.6.4 Online media handling . 240
7.7 Banking services . 243
7.7.1 Overview . 243
7.7.2 eBanking . 244
7.7.3 ePayment . 265
7.7.4 eCommerce . 273
7.7.5 Investment services . 281
7.8 eHealth ser vices . 286
7.8.1 Overview . 286
7.8.2 Monitoring services . 286
7.8.3 Diagnosis and treatment . 288
7.8.4 Fitness . 299
7.9 Travel planning . 307
7.10 Navigation . 323
7.11 Games . 342
7.12 Searching and browsing . 349
7.12.1 Overview . 349
7.12.2 Web browser . 349
7.12.3 Search engine . 358
7.13 Tools . 366
History . 375
ETSI
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5 ETSI EG 203 499 V2.1.1 (2022-07)
Intellectual Property Rights
Essential patents
IPRs essential or potentially essential to normative deliverables may have been declared to ETSI. The declarations
pertaining to these essential IPRs, if any, are publicly available for ETSI members and non-members, and can be
found in ETSI SR 000 314: "Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to
ETSI in respect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the
ETSI Web server (https://ipr.etsi.org/).
Pursuant to the ETSI Directives including the ETSI IPR Policy, no investigation regarding the essentiality of IPRs,
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.
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.
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
relevant 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 largest possible support in future product implementations.
Intended readers of the present document include, but are not limited to:
• 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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6 ETSI EG 203 499 V2.1.1 (2022-07)
Introduction
The terms (words, labels) used in the User Interface (UI) of a device, service or application may present an obstacle for
their users if they are not familiar with those terms or if they 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
competitors, 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, thereby introducing ambiguity for end users.
The alternative to a confusing plethora of terms is some degree of harmonization among devices, services, and
applications, at least for terms not intended to convey a certain brand feature or image. A harmonized terminology can
be employed to help prevent the negative effects of an uncontrolled expansion of terms and the resulting ambiguity of
the 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 some 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
functionalities 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
reuse 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 improves the overall
usability of complex mobile ICT environments. Such a transfer becomes even more important when older users or
people with cognitive functional limitations are addressed and expected to use smartphones, mobile services and
Internet applications in most segments of everyday life, such as: sending an email, transferring a call, or setting an
alarm, etc.
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
applications. 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
addition to English.
ETSI
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7 ETSI EG 203 499 V2.1.1 (2022-07)
The present document addresses this need on the basic level, covering 19 major official EU/EFTA languages (i.e. those
spoken by more than 5 Million native speakers in Europe): Bulgarian, Croatian, Czech, Danish, Dutch, English,
Finnish, French, German, Greek, Hungarian, Italian, Norwegian, Polish, Portuguese, Romanian, Slovak, Spanish, and
Swedish. The remaining official languages of the EU and EFTA (i.e. those spoken by fewer than five Million native
speakers - Estonian, Icelandic, Irish, Latvian, Lithuanian, Maltese, Raeto-Romance, and Slovenian) may be added in a
later revision of the present document. In addition, 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 applicability 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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8 ETSI EG 203 499 V2.1.1 (2022-07)
1 Scope
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, notably those terms that
end users are commonly exposed to. Recommended terms are provided in 19 languages: Bulgarian, Croatian, Czech,
Danish, Dutch, English, Finnish, French, German, Greek, Hungarian, Italian, Norwegian, Polish, Portuguese,
Romanian, Slovak, Spanish, and Swedish (as spoken in their respective European countries).
The recommended terms apply to mobile ICT devices and mobile applications (whether they are standalone or provide
access to related services) commonly found in mobile ICT devices. Though developed in a mobile ICT context, most of
the recommended terms are applicable to both mobile and fixed-network 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, industry-originated documents, and, when 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 devices 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 do
...
Final draft ETSI EG 203 499 V2.1.1 (2022-05)
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 V2.1.1 (2022-05)
Reference
REG/HF-00203499v211
Keywords
accessibility, device, end-user, 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 - APE 7112B
Association à but non lucratif enregistrée à la
Sous-Préfecture de Grasse (06) N° w061004871
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.
Information on the current status of this and other ETSI documents is available at
https://portal.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
If you find a security vulnerability in the present document, please report it through our
Coordinated Vulnerability Disclosure Program:
https://www.etsi.org/standards/coordinated-vulnerability-disclosure
Notice of disclaimer & limitation of liability
The information provided in the present deliverable is directed solely to professionals who have the appropriate degree of
experience to understand and interpret its content in accordance with generally accepted engineering or
other professional standard and applicable regulations.
No recommendation as to products and services or vendors is made or should be implied.
No representation or warranty is made that this deliverable is technically accurate or sufficient or conforms to any law
ntation or warranty is made of merchantability or fitness
and/or governmental rule and/or regulation and further, no represe
for any particular purpose or against infringement of intellectual property rights.
In no event shall ETSI be held liable for loss of profits or any other incidental or consequential damages.
Any software contained in this deliverable is provided "AS IS" with no warranties, express or implied, including but not
limited to, the warranties of merchantability, fitness for a particular purpose and non-infringement of intellectual property
rights and ETSI shall not be held liable in any event for any damages whatsoever (including, without limitation, damages
for loss of profits, business interruption, loss of information, or any other pecuniary loss) arising out of or related to the use
of or inability to use the software.
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 2022.
All rights reserved.
ETSI
---------------------- Page: 2 ----------------------
3 Final draft ETSI EG 203 499 V2.1.1 (2022-05)
Contents
Intellectual Property Rights . 5
Foreword . 5
Modal verbs terminology . 5
Introduction . 6
1 Scope . 8
2 References . 8
2.1 Normative references . 8
2.2 Informative references . 8
3 Definition of terms, symbols and abbreviations . 9
3.1 Terms . 9
3.2 Symbols . 10
3.3 Abbreviations . 10
4 User-centred development of terms . 12
5 Method . 13
5.1 General . 13
5.2 Phase 1: Identification of device-related and service- and applications-related objects and activities . 13
5.3 Phase 2: Collection of terms . 14
5.4 Phase 3: Analysis and selection . 14
5.5 Principles of use . 15
6 Device-related terminologies . 15
6.1 Domain categories . 15
6.2 General terms . 16
6.2.1 Overview . 16
6.2.2 General terms: Hardware and physical elements . 17
6.2.3 General terms: Other physical items . 32
6.2.4 General terms: Software . 37
6.2.5 General terms: Control functions - softkeys . 39
6.2.6 General terms: Control functions - gestures . 42
6.2.7 General terms: Basic functions . 47
6.2.8 General terms: Radio related . 71
6.3 Accessibility terms . 77
6.3.1 Overview . 77
6.3.2 Accessibility terms: Access and settings . 78
6.3.3 Accessibility terms: Vision . 80
6.3.4 Accessibility terms: Hearing . 89
6.3.5 Accessibility terms: Dexterity. 92
6.3.6 Accessibility terms: Cognitive assistance . 96
6.3.7 Accessibility terms: Media retrieval . 100
6.4 Telephony services . 101
6.4.1 Overview . 101
6.4.2 Telephony services: Device UI . 102
6.4.3 Telephony services: Device functionality . 108
6.4.4 Telephony services: Voice call handling . 111
6.4.5 Telephony services: System- and network services . 114
6.5 Photography . 123
6.5.1 Overview . 123
6.5.2 Taking photos . 123
6.5.3 Handling photos . 134
6.5.4 Taking and handling videos . 145
7 Service- and application-related terminologies . 148
7.1 Domain categories . 148
7.2 General terms . 149
ETSI
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4 Final draft ETSI EG 203 499 V2.1.1 (2022-05)
7.2.1 Overview . 149
7.2.2 General terms: Authentication, login and confirmation . 150
7.2.3 General terms: Setup and settings . 154
7.2.4 General terms: Common functionality . 161
7.3 Messaging services . 179
7.3.1 Overview . 179
7.3.2 Access and setup - text-based services . 179
7.3.3 Access and setup - voicemail, audio, and video messaging . 192
7.3.4 Basic functionalities - text and voice messaging . 196
7.3.5 Basic functionalities - voicemail services . 199
7.4 Media services . 202
7.4.1 Overview . 202
7.4.2 AV access, retrieval, and control . 202
7.4.3 Text access, retrieval, and control . 207
7.4.4 Streaming live media . 212
7.5 Societal services and communication . 220
7.5.1 Overview . 220
7.5.2 Societal services . 221
7.5.3 Communication . 226
7.5.4 Emergency communication . 229
7.6 Social media services . 235
7.6.1 Overview . 235
7.6.2 Configuration and access . 236
7.6.3 Service handling . 238
7.6.4 Online media handling . 247
7.7 Banking services . 250
7.7.1 Overview . 250
7.7.2 eBanking . 251
7.7.3 ePayment . 273
7.7.4 eCommerce . 281
7.7.5 Investment services . 290
7.8 eHealth ser vices . 295
7.8.1 Overview . 295
7.8.2 Monitoring services . 295
7.8.3 Diagnosis and treatment . 297
7.8.4 Fitness . 308
7.9 Travel planning . 316
7.10 Navigation . 333
7.11 Games . 352
7.12 Searching and browsing . 359
7.12.1 Overview . 359
7.12.2 Web browser . 359
7.12.3 Search engine . 368
7.13 Tools . 377
History . 386
ETSI
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5 Final draft ETSI EG 203 499 V2.1.1 (2022-05)
Intellectual Property Rights
Essential patents
IPRs essential or potentially essential to normative deliverables may have been declared to ETSI. The declarations
pertaining to these essential IPRs, if any, are publicly available for ETSI members and non-members, and can be
found in ETSI SR 000 314: "Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to
ETSI in respect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the
ETSI Web server (https://ipr.etsi.org/).
Pursuant to the ETSI Directives including the ETSI IPR Policy, no investigation regarding the essentiality of IPRs,
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.
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.
®
BLUETOOTH is a trademark registered and owned by Bluetooth SIG, Inc.
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
relevant 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 largest possible support in future product implementations.
Intended readers of the present document include, but are not limited to:
• 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 V2.1.1 (2022-05)
Introduction
The terms (words, labels) used in the User Interface (UI) of a device, service or application may present an obstacle for
their users if they are not familiar with those terms or if they 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
competitors, 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, thereby introducing ambiguity for end users.
The alternative to a confusing plethora of terms is some degree of harmonization among devices, services, and
applications, at least for terms not intended to convey a certain brand feature or image. A harmonized terminology can
be employed to help prevent the negative effects of an uncontrolled expansion of terms and the resulting ambiguity of
the 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 some 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
functionalities 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
reuse 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 improves the overall
usability of complex mobile ICT environments. Such a transfer becomes even more important when older users or
people with cognitive functional limitations are addressed and expected to use smartphones, mobile services and
Internet applications in most segments of everyday life, such as: sending an email, transferring a call, or setting an
alarm, etc.
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
applications. 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
addition to English.
ETSI
---------------------- Page: 6 ----------------------
7 Final draft ETSI EG 203 499 V2.1.1 (2022-05)
The present document addresses this need on the basic level, covering 19 major official EU/EFTA languages (i.e. those
spoken by more than 5 Million native speakers in Europe): Bulgarian, Croatian, Czech, Danish, Dutch, English,
Finnish, French, German, Greek, Hungarian, Italian, Norwegian, Polish, Portuguese, Romanian, Slovak, Spanish, and
Swedish. The remaining official languages of the EU and EFTA (i.e. those spoken by fewer than five Million native
speakers - Estonian, Icelandic, Irish, Latvian, Lithuanian, Maltese, Raeto-Romance, and Slovenian) may be added in a
later revision of the present document. In addition, 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 applicability 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: 7 ----------------------
8 Final draft ETSI EG 203 499 V2.1.1 (2022-05)
1 Scope
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, notably those terms that
end users are commonly exposed to. Recommended terms are provided in 19 languages: Bulgarian, Croatian, Czech,
Danish, Dutch, English, Finnish, French, German, Greek, Hungarian, Italian, Norwegian, Polish, Portuguese,
Romanian, Slovak, Spanish, and Swedish (as spoken in their respective European countries).
The recommended terms apply to mobile ICT devices and mobile applications (whether they are standalone or provide
access to related services) commonly found in mobile ICT devices. Though developed in a mobile ICT context, most of
the recommended terms are applicable to both mobile and fixed-network 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, industry-originated documents, and, when 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 devices and services. Neither does it intend to lim
...
SLOVENSKI STANDARD
SIST EG 203 499 V2.1.1:2022
01-september-2022
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 V2.1.1 (2022-07)
ICS:
33.040.01 Telekomunikacijski sistemi Telecommunication systems
na splošno in general
SIST EG 203 499 V2.1.1:2022 en
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
---------------------- Page: 1 ----------------------
SIST EG 203 499 V2.1.1:2022
---------------------- Page: 2 ----------------------
SIST EG 203 499 V2.1.1:2022
ETSI EG 203 499 V2.1.1 (2022-07)
ETSI GUIDE
Human Factors (HF);
User-centred terminology for existing and
upcoming ICT devices, services and applications
---------------------- Page: 3 ----------------------
SIST EG 203 499 V2.1.1:2022
2 ETSI EG 203 499 V2.1.1 (2022-07)
Reference
REG/HF-00203499v211
Keywords
accessibility, device, end-user, ICT, interface,
localisation, telephony, terminology, user
ETSI
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Notice of disclaimer & limitation of liability
The information provided in the present deliverable is directed solely to professionals who have the appropriate degree of
experience to understand and interpret its content in accordance with generally accepted engineering or
other professional standard and applicable regulations.
No recommendation as to products and services or vendors is made or should be implied.
No representation or warranty is made that this deliverable is technically accurate or sufficient or conforms to any law
is made of merchantability or fitness
and/or governmental rule and/or regulation and further, no representation or warranty
for any particular purpose or against infringement of intellectual property rights.
In no event shall ETSI be held liable for loss of profits or any other incidental or consequential damages.
Any software contained in this deliverable is provided "AS IS" with no warranties, express or implied, including but not
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No part may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying and
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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 2022.
All rights reserved.
ETSI
---------------------- Page: 4 ----------------------
SIST EG 203 499 V2.1.1:2022
3 ETSI EG 203 499 V2.1.1 (2022-07)
Contents
Intellectual Property Rights . 5
Foreword . 5
Modal verbs terminology . 5
Introduction . 6
1 Scope . 8
2 References . 8
2.1 Normative references . 8
2.2 Informative references . 8
3 Definition of terms, symbols and abbreviations . 9
3.1 Terms . 9
3.2 Symbols . 10
3.3 Abbreviations . 10
4 User-centred development of terms . 12
5 Method . 13
5.1 General . 13
5.2 Phase 1: Identification of device-related and service- and applications-related objects and activities . 13
5.3 Phase 2: Collection of terms . 14
5.4 Phase 3: Analysis and selection . 14
5.5 Principles of use . 15
6 Device-related terminologies . 15
6.1 Domain categories . 15
6.2 General terms . 16
6.2.1 Overview . 16
6.2.2 General terms: Hardware and physical elements . 17
6.2.3 General terms: Other physical items . 32
6.2.4 General terms: Software . 37
6.2.5 General terms: Control functions - softkeys . 39
6.2.6 General terms: Control functions - gestures . 42
6.2.7 General terms: Basic functions . 47
6.2.8 General terms: Radio related . 70
6.3 Accessibility terms . 76
6.3.1 Overview . 76
6.3.2 Accessibility terms: Access and settings . 77
6.3.3 Accessibility terms: Vision . 79
6.3.4 Accessibility terms: Hearing . 88
6.3.5 Accessibility terms: Dexterity. 91
6.3.6 Accessibility terms: Cognitive assistance . 95
6.3.7 Accessibility terms: Media retrieval . 99
6.4 Telephony services . 100
6.4.1 Overview . 100
6.4.2 Telephony services: Device UI . 101
6.4.3 Telephony services: Device functionality . 107
6.4.4 Telephony services: Voice call handling . 110
6.4.5 Telephony services: System- and network services . 113
6.5 Photography . 121
6.5.1 Overview . 121
6.5.2 Taking photos . 122
6.5.3 Handling photos . 132
6.5.4 Taking and handling videos . 143
7 Service- and application-related terminologies . 146
7.1 Domain categories . 146
7.2 General terms . 147
ETSI
---------------------- Page: 5 ----------------------
SIST EG 203 499 V2.1.1:2022
4 ETSI EG 203 499 V2.1.1 (2022-07)
7.2.1 Overview . 147
7.2.2 General terms: Authentication, login and confirmation . 147
7.2.3 General terms: Setup and settings . 151
7.2.4 General terms: Common functionality . 158
7.3 Messaging services . 175
7.3.1 Overview . 175
7.3.2 Access and setup - text-based services . 176
7.3.3 Access and setup - voicemail, audio, and video messaging . 187
7.3.4 Basic functionalities - text and voice messaging . 191
7.3.5 Basic functionalities - voicemail services . 194
7.4 Media services . 197
7.4.1 Overview . 197
7.4.2 AV access, retrieval, and control . 197
7.4.3 Text access, retrieval, and control . 202
7.4.4 Streaming live media . 207
7.5 Societal services and communication . 215
7.5.1 Overview . 215
7.5.2 Societal services . 215
7.5.3 Communication . 220
7.5.4 Emergency communication . 223
7.6 Social media services . 229
7.6.1 Overview . 229
7.6.2 Configuration and access . 229
7.6.3 Service handling . 232
7.6.4 Online media handling . 240
7.7 Banking services . 243
7.7.1 Overview . 243
7.7.2 eBanking . 244
7.7.3 ePayment . 265
7.7.4 eCommerce . 273
7.7.5 Investment services . 281
7.8 eHealth ser vices . 286
7.8.1 Overview . 286
7.8.2 Monitoring services . 286
7.8.3 Diagnosis and treatment . 288
7.8.4 Fitness . 299
7.9 Travel planning . 307
7.10 Navigation . 323
7.11 Games . 342
7.12 Searching and browsing . 349
7.12.1 Overview . 349
7.12.2 Web browser . 349
7.12.3 Search engine . 358
7.13 Tools . 366
History . 375
ETSI
---------------------- Page: 6 ----------------------
SIST EG 203 499 V2.1.1:2022
5 ETSI EG 203 499 V2.1.1 (2022-07)
Intellectual Property Rights
Essential patents
IPRs essential or potentially essential to normative deliverables may have been declared to ETSI. The declarations
pertaining to these essential IPRs, if any, are publicly available for ETSI members and non-members, and can be
found in ETSI SR 000 314: "Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to
ETSI in respect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the
ETSI Web server (https://ipr.etsi.org/).
Pursuant to the ETSI Directives including the ETSI IPR Policy, no investigation regarding the essentiality of IPRs,
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.
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.
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
relevant 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 largest possible support in future product implementations.
Intended readers of the present document include, but are not limited to:
• 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 V2.1.1:2022
6 ETSI EG 203 499 V2.1.1 (2022-07)
Introduction
The terms (words, labels) used in the User Interface (UI) of a device, service or application may present an obstacle for
their users if they are not familiar with those terms or if they 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
competitors, 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, thereby introducing ambiguity for end users.
The alternative to a confusing plethora of terms is some degree of harmonization among devices, services, and
applications, at least for terms not intended to convey a certain brand feature or image. A harmonized terminology can
be employed to help prevent the negative effects of an uncontrolled expansion of terms and the resulting ambiguity of
the 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 some 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
functionalities 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
reuse 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 improves the overall
usability of complex mobile ICT environments. Such a transfer becomes even more important when older users or
people with cognitive functional limitations are addressed and expected to use smartphones, mobile services and
Internet applications in most segments of everyday life, such as: sending an email, transferring a call, or setting an
alarm, etc.
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
applications. 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
addition to English.
ETSI
---------------------- Page: 8 ----------------------
SIST EG 203 499 V2.1.1:2022
7 ETSI EG 203 499 V2.1.1 (2022-07)
The present document addresses this need on the basic level, covering 19 major official EU/EFTA languages (i.e. those
spoken by more than 5 Million native speakers in Europe): Bulgarian, Croatian, Czech, Danish, Dutch, English,
Finnish, French, German, Greek, Hungarian, Italian, Norwegian, Polish, Portuguese, Romanian, Slovak, Spanish, and
Swedish. The remaining official languages of the EU and EFTA (i.e. those spoken by fewer than five Million native
speakers - Estonian, Icelandic, Irish, Latvian, Lithuanian, Maltese, Raeto-Romance, and Slovenian) may be added in a
later revision of the present document. In addition, 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 applicability 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: 9 ----------------------
SIST EG 203 499 V2.1.1:2022
8 ETSI EG 203 499 V2.1.1 (2022-07)
1 Scope
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, notably those terms that
end users are commonly exposed to. Recommended terms are provided in 19 languages: Bulgarian, Croatian, Czech,
Danish, Dutch, English, Finnish, French, German, Greek, Hungarian, Italian, Norwegian, Polish, Portuguese,
Romanian, Slovak, Spanish, and Swedish (as spoken in their respective European countries).
The recommended terms apply to mobile ICT devices and mobile applications (whether they are standalone or provide
access to related services) commonly found in mobile ICT devices. Though developed in a mobile ICT context, most of
the recommended terms are applicable to both mobile and fixed-network devices, services, and applications. The
recommended terms are applicab
...
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