1、 ETSI EG 201 219 V1.3.1 (2006-03)ETSI Guide User requirements;Guidelines on the consideration of user requirementswhen managing the standardization processETSI ETSI EG 201 219 V1.3.1 (2006-03) 2 Reference REG/USER-00014 Keywords user, interface, terminal, service ETSI 650 Route des Lucioles F-06921
2、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 but non lucratif enregistre la Sous-Prfecture de Grasse (06) N 7803/88 Important notice Individual copies of the present document can be downloaded from: http:/www.etsi.or
3、g The present document may be made available in more than one electronic version or in print. In any case of existing or perceived difference in contents between such versions, the reference version is the Portable Document Format (PDF). In case of dispute, the reference shall be the printing on ETS
4、I printers of the PDF version kept on a specific network drive within ETSI Secretariat. Users of the present document should be aware that the document may be subject to revision or change of status. Information on the current status of this and other ETSI documents is available at http:/portal.etsi
5、.org/tb/status/status.asp If you find errors in the present document, please send your comment to one of the following services: http:/portal.etsi.org/chaircor/ETSI_support.asp Copyright Notification No part may be reproduced except as authorized by written permission. The copyright and the foregoin
6、g restriction extend to reproduction in all media. European Telecommunications Standards Institute 2006. All rights reserved. DECTTM, PLUGTESTSTM and UMTSTM are Trade Marks of ETSI registered for the benefit of its Members. TIPHONTMand the TIPHON logo are Trade Marks currently being registered by ET
7、SI for the benefit of its Members. 3GPPTM is a Trade Mark of ETSI registered for the benefit of its Members and of the 3GPP Organizational Partners. ETSI ETSI EG 201 219 V1.3.1 (2006-03) 3 Contents Intellectual Property Rights4 Foreword.4 Introduction 4 1 Scope 5 2 References 5 3 Definitions and abb
8、reviations.6 3.1 Definitions6 3.2 Abbreviations .7 4 Why User Representation in ETSI Standardization process is crucial.7 4.1 User - defined subdivisions 7 4.2 User Group role in defining user requirements 8 5 Different types of Standard 8 5.1 Terminals8 5.2 Interfaces 8 5.3 Services 9 6 Definition
9、of requirements for ETSI Projects or Work Items 9 6.1 Accessibility/Design for All.9 6.2 Adaptability10 6.3 Child safety issues10 6.4 Comprehensible standards10 6.5 Consistency of user interface10 6.6 Cost transparency .10 6.7 Ease of use11 6.8 Environmental issues11 6.9 Error tolerance and system s
10、tability .11 6.10 Explorability.11 6.11 Health and safety issues .11 6.12 Multi-cultural and multi-lingual aspects.11 6.13 Provision of system/service information 12 6.14 Privacy and security of information .12 6.15 Quality of service (QoS), system reliability and durability12 6.16 Rating and gradin
11、g systems12 6.17 Reliability of information.12 6.18 Terminology.13 6.19 Use of graphical symbols .13 7 Improving the user involvement in the standardization process 13 7.1 Obstacles to the users involvement13 7.2 Incentive for users to take part in the standardization process .13 7.3 Means to improv
12、e the direct user involvement in the standardization process.14 7.4 Other means to capture the users requirements .14 8 Improving the co-operation between standard makers and users.14 8.1 Defining user requirements 15 8.2 Formulation of users requirements 15 9 Making users better aware of ETSI stand
13、ards16 Annex A (informative): Checklist for involving end-users in the development of standards17 Annex B (informative): Bibliography.18 History 19 ETSI ETSI EG 201 219 V1.3.1 (2006-03) 4 Intellectual Property Rights IPRs essential or potentially essential to the present document may have been decla
14、red to ETSI. The information pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found in ETSI SR 000 314: “Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in respect of ETSI standards“, which
15、is available from the ETSI Secretariat. Latest updates are available on the ETSI Web server (http:/webapp.etsi.org/IPR/home.asp). Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee can be given as to the existence of other IPRs not r
16、eferenced in ETSI SR 000 314 (or the updates on the ETSI Web server) which are, or may be, or may become, essential to the present document. Foreword This ETSI Guide (EG) has been produced by ETSI User Group (USER). Introduction A good standard should meet the following objectives: Guarantee a full
17、inter-working between different products or services that conform to that standard. Guarantee the safety of products and services for users. Be simple and worthwhile to implement. Be user friendly without conflicting options. Allow upward compatibility with products and services conforming to former
18、 standards. These objectives relate to the whole content of a standardization project including the process. In achieving these objectives three main issues relating to User requirements need consideration: How TC experts obtain information from Users on their requirements. How users can formulate t
19、heir inputs in an appropriate way such as to allow them to be properly taken account of by the standard makers. How the standardization progress can be monitored from a users point of view. ETSI ETSI EG 201 219 V1.3.1 (2006-03) 5 1 Scope The present document gives guidance to a Technical committee a
20、nd any other Technical body on how user requirements are to be taken into account during a standardization process. It is applicable to all stages of a standardization process but especially to those parts of the process that have a direct impact on satisfying the generic requirements listed in clau
21、se 6. 2 References The following documents contain provisions which, through reference in this text, constitute provisions of the present document. References are either specific (identified by date of publication and/or edition number or version number) or non-specific. For a specific reference, su
22、bsequent revisions do not apply. For a non-specific reference, the latest version applies. Referenced documents which are not found to be publicly available in the expected location might be found at http:/docbox.etsi.org/Reference. 1 ISO 9241-10: “Ergonomic requirements for office work with visual
23、display terminals (VDTs) - Part 10: Dialogue principles“. 2 ISO 9241-11: “Ergonomic requirements for office work with visual display terminals (VDTs) - Part 11: Guidance on usability“. 3 ISO 13407: “Human-centred design processes for interactive systems“. 4 ISO 9241 (all parts): “Ergonomic requireme
24、nts for office work with visual display terminals (VDTs)“. 5 ISO/IEC Guide 37: “Instructions for use of products of consumer interest“. 6 ISO/IEC Guide 71: “Guidelines for standards developers to address the needs of older persons and persons with disabilities“. NOTE: See also CEN/CENELEC Guide 6. I
25、t is the European version of ISO Guide 71. 7 ISO/IEC Guide 74: “Graphical symbols - Technical guidelines for the consideration of consumers needs“. 8 ITU-T Recommendation I.112: “Vocabulary of Terms for ISDNs“. 9 ITU-T Recommendation I.510: “Definitions and general principles for ISDN interworking“.
26、 10 ITU-T Recommendation G.1000: “Communications Quality of Service: A Framework and Definitions“. 11 ITU-T Recommendation G.1010: “End-user Multimedia QoS Categories“. 12 ITU-T Guide for ITU-T Study Groups: “Considering end-user needs in developing recommendations“. ETSI ETSI EG 201 219 V1.3.1 (200
27、6-03) 6 3 Definitions and abbreviations 3.1 Definitions For the purposes of the present document, the following terms and definitions apply: business user: user using telecommunication product/services for his/her trade business or profession involved with commercial or public service organizations
28、consumer: person or group of persons using electronic telecommunication products/services for purposes outside his/her trade, business or profession NOTE: Such persons are often referred to as Residential Subscribers. dialogue: interaction between a user and a system to achieve a particular goal EXA
29、MPLE: Communication with another end user. end user: business user or consumer usually without any technical knowledge of telecommunications but using terminals to utilize telecommunications services interconnection: physical and logical linking of telecommunication networks allowing users of one or
30、ganization to communicate with users of another organization or to access services provided by another organization interface: common boundary between two associated systems NOTE: See ITU-T Recommendation I.112 8, definition 408. interoperability: capability to ensure the whole set of operations act
31、ivated when an end-user asks for a service across a mixed environment of different equipment, networks, services including usage services, from different manufacturers and/or providers NOTE: Interoperability addresses the different levels: equipment interoperability (terminal, server), protocol inte
32、roperability (interconnection), service interoperability (interworking). interworking: interactions between networks, between systems or between parts thereof, with the aim of providing a functional entity capable of supporting endto-end communication NOTE: See ITU-T Recommendation I.510 9. IT see c
33、lause 6.5. the development of concepts such as “Virtual Home Environment“ is expected to help to fulfill this requirement. 6.3 Child safety issues Children defined as “persons under 18 years“ are becoming an increasingly significant subset of the consumer category utilizing advanced computing and co
34、mmunication services. There is the need to ensure that telecommunication products and services are safe for all users, children included. Moreover, there is the need to ensure a minimum quality of products and services used by children and that consumers can distinguish between products/services com
35、plying with minimum safety and quality standards and those that do not. 6.4 Comprehensible standards It is crucial that users understand what the advantage are, in general, of buying products and services conforming to formal standards and more specifically for a given product or service what the re
36、levant standards ensure. Since most standards contain technical statements that the common users are unable to understand, they should include, as an annex, a notice explaining the benefits they are providing to the users, as it is recommended for ITU-T Recommendations. 6.5 Consistency of user inter
37、face Systems should have consistent user interface. It is especially important that the methods of processing, storing and accessing systems are consistent for a user. NOTE: A consistent user interface can be achieved by different methods. Three examples are the following: - All components of the us
38、er interface are uniform. - The user interface adapts to the user, so that the user always meets a personalized uniform interface. - Development of concepts such as “Virtual Home Environment“. 6.6 Cost transparency Where standards are involved in presentation of cost information as for example at po
39、int of sale, these standards should provide for transparency regarding all costs involved and presented in a standardized way to clearly separate initial costs i.e. purchase of equipment and secondary costs i.e. subscription, setting up and operation and disconnection. ETSI ETSI EG 201 219 V1.3.1 (2
40、006-03) 11NOTE: Cost transparency is of particular importance for services when interworking on networks or when using on-line services such as directory services and short message services. 6.7 Ease of use All telecommunication products and services should be easy to use for all intended user categ
41、ories stated in the scope of a standard applicable to such products and services. Ergonomic aspects of hardware, software, services and support as given in ISO 9241-10 1, ISO 13407 3 and ISO 9241 (all parts) 4 should always be taken into account and any existing standards applied. Display of dialogu
42、e elements for intended users to facilitate choice or editing of items generated by a system or service should be incorporated where considered necessary. Goals for ease of use (usability statements) should be developed based upon ISO 9241-11 Guidance of Usability 2. These could be based upon measur
43、ements in terms of performance (time taken by users to complete a predetermined task, error numbers and service satisfaction etc). 6.8 Environmental issues Standards should provide evidence that environmental issues such as power consumption have been addressed with the objective of achieving a clea
44、n life-cycle from initial design to final disposal of a system/product. Any potential environmental risks need analysis so as to exclude or minimize such risks with a result indicated to potential users. A standardized way of risk analysis should be used and if not available the methodology used in
45、the standard identified with results made available to potential users. 6.9 Error tolerance and system stability Taking into account the functionality of a system/service the standard should address potential problems likely to be faced by targeted user categories and allow for solutions designed to
46、 provide help. The scope of the standard should clearly indicate for what user categories the system/service is targeted. The system should tolerate error in operation by users and be forgiving by the provision of informative error messages designed to lead users forward. The system should remain st
47、able in circumstances where users attempt access to services which cannot be delivered or make choices that are redundant. 6.10 Explorability The system should allow for provision of facilities to allow users to discover its functions. 6.11 Health and safety issues All health and safety issue should
48、 be taken into account and included within the risk assessment studies. Any relevant existing standards should be referenced and included. NOTE: ETSI TC Safety should be consulted on all health and safety issues. 6.12 Multi-cultural and multi-lingual aspects Development of any telecommunication stan
49、dard should take account of global use and hence consider multicultural and multilinguistic aspects of in-service use. Where relevant the use of UNICODE should be considered. ETSI ETSI EG 201 219 V1.3.1 (2006-03) 126.13 Provision of system/service information The standard should allow for provision of system and/or service information documentation to include: Functionality provided by system/service. Compliance/non-compliance with ITU/ETSI standards. Targeted user categories. System status information (e.g.
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