ETSI EG 202 116-2009 Human Factors (HF) Guidelines for ICT products and services Design for All (V1 2 2)《人为因素(HF) ICT产品和业务指南 “整体设计”(版本1 2 2)》.pdf

1、 ETSI EG 202 116 V1.2.2 (2009-03)ETSI Guide Human Factors (HF);Guidelines for ICT products and services;“Design for All“ETSI ETSI EG 202 116 V1.2.2 (2009-03) 2 Reference REG/HF-00124 Keywords ageing, disability, equipment practice, special needs, terminal ETSI 650 Route des Lucioles F-06921 Sophia A

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8、6 V1.2.2 (2009-03) 3 Contents Intellectual Property Rights8 Foreword.8 Introduction 8 1 Scope 9 2 References 9 2.1 Normative references .9 2.2 Informative references9 3 Definitions and abbreviations.17 3.1 Definitions17 3.2 Abbreviations .17 4 Human Factors and Design for All.18 4.1 Introduction 18

9、4.2 The usability gap 18 4.3 Design For All? 19 4.3.1 Why design for all 19 4.3.2 What does it mean in practice? .19 4.3.3 What are the benefits for business? 20 4.3.4 What are the benefits to the individual and society?.22 4.3.5 Legislation, political initiatives and standardization.22 4.3.5.1 Legi

10、slation and regulation.22 4.3.5.2 Political initiatives.23 4.3.5.3 Standardization23 5 Users.24 5.1 Introduction 24 5.2 User Populations and their Characteristics.24 5.2.1 What is the market? 24 5.2.2 User characteristics.25 5.2.3 Distribution of characteristics.25 5.2.3.1 Hand size.25 5.2.3.2 Heigh

11、t26 5.2.4 Changes of relevant characteristics with age 27 5.2.5 Disability and ability.27 5.2.6 Sensory disabilities .28 5.2.6.1 Sight 28 5.2.6.2 Hearing29 5.2.6.3 Touch 31 5.2.6.4 Taste and smell31 5.2.6.5 Balance31 5.2.7 Physical disabilities.32 5.2.7.1 Speech.32 5.2.7.2 Dexterity .32 5.2.7.3 Mani

12、pulation .33 5.2.7.4 Mobility.33 5.2.7.5 Strength and endurance .33 5.2.8 Cognitive disabilities 33 5.2.8.1 Intellect .33 5.2.8.2 Memory.34 5.2.8.3 Language and literacy .34 5.2.9 Allergies34 6 Human Centred Design process .34 6.1 ISO 13407 definition34 6.2 Why Human-Centred Design? .35 ETSI ETSI EG

13、 202 116 V1.2.2 (2009-03) 4 6.3 The Design process 36 6.3.1 Defining the context of use.36 6.3.1.1 Description of users.36 6.3.1.2 Description of tasks.36 6.3.1.3 Description of equipment37 6.3.1.4 Description of environments .37 6.3.2 Specifying user and organizational requirements .38 6.3.3 Produc

14、ing prototypes 38 6.3.4 Evaluating the designs 38 6.3.4.1 General38 6.3.4.2 The Analytical Checklist Approach 39 6.3.4.2.1 The usability components/facilities .39 6.3.4.2.2 Groups of disabled users41 6.3.4.2.3 The subjective assessments .42 6.3.4.2.4 The objective measurements .42 6.3.4.2.5 Analysis

15、 of the results .42 6.3.4.2.6 Using the method.42 6.3.4.3 The Usability Testing Approach .42 6.4 Human-Centred design - Summary44 7 General design issues .45 7.1 General principles.45 7.1.1 Introduction.45 7.1.2 Adaptability 45 7.1.3 Adjustability .46 7.1.4 Colour .47 7.1.5 Consistency and Standardi

16、zation 49 7.1.6 Error Management 50 7.1.7 Feedback.51 7.1.8 Flexibility52 7.1.9 Response Times 53 7.2 Dialogue styles .54 7.2.1 General54 7.2.2 Menu Dialogues56 7.2.3 Command Language Style58 7.2.4 Phone based interface .59 7.2.5 Graphical User Interface (GUI) 60 7.2.6 Interface metaphors.61 7.2.7 D

17、irect manipulation 62 7.2.8 Control key dialogues .63 7.2.9 Query language dialogues.65 7.2.10 Form fill-in Dialogues 65 7.2.11 Natural language dialogues.66 7.2.12 Voice dialogues 67 7.2.13 User Prompting.68 7.3 Assistive technology.70 7.4 Multimedia presentation and Multimodal interaction 70 7.4.1

18、 Multimedia terminals70 7.4.2 Multimodality .71 7.4.3 Nonspeech sounds 71 7.5 Labels and abbreviations 72 7.6 National Variations.73 7.7 Security 74 7.8 User Support.75 7.8.1 General75 7.8.2 Help 76 7.8.2.1 General76 7.8.2.2 Help Mechanisms - Auditory 77 7.8.2.3 Help Mechanisms - Human.78 7.8.2.4 He

19、lp Mechanisms - Multimedia79 7.8.2.5 Help Mechanisms - Built in 80 7.8.2.6 Help Mechanisms - Text .82 ETSI ETSI EG 202 116 V1.2.2 (2009-03) 5 7.8.3 Tutorial Systems .83 8 Input components - Design Guidelines 84 8.1 General .84 8.2 Tactile input: Keys and keyboards .85 8.2.1 General85 8.2.2 Keyboards

20、85 8.2.2.1 General85 8.2.2.2 Alphanumeric Keyboards86 8.2.2.3 Telephone Keypads.88 8.2.3 Remote controls 90 8.2.4 Keys 90 8.2.4.1 General90 8.2.4.2 Cursor Keys.92 8.2.4.3 Function Keys .93 8.3 Tactile input: Pointing devices .94 8.3.1 General94 8.3.2 Mouse .96 8.3.3 Foot Mouse .97 8.3.4 Stylus/Pen

21、98 8.3.5 Light Pens .99 8.3.6 Roller Balls .100 8.3.7 Data Glove102 8.3.8 Graphics Tablet.102 8.3.9 Touchpad 104 8.3.10 Touch Screens.104 8.4 Tactile input: Switches .105 8.4.1 General105 8.4.2 Slider Switches .107 8.4.3 Rocker Switches .107 8.4.4 Rotary Switches 108 8.4.5 Toggle Switches110 8.4.6

22、Pushbuttons.111 8.5 Tactile input: Variable controls (continuous controls) .112 8.5.1 General112 8.5.2 Slider controls.114 8.5.3 Rotary Controls.114 8.5.4 Thumb/Finger Wheels 116 8.5.5 Joysticks, Hand/Finger117 8.6 Tactile input: Software controls and indications 118 8.7 Acoustic input 120 8.7.1 Gen

23、eral120 8.7.2 Microphones .121 8.7.3 Speech Recognition 121 8.8 Visual input 123 8.8.1 General123 8.8.2 Cameras 124 8.8.3 Eye/Head Movement 125 8.8.4 Scanner .125 8.9 Biometric input.126 8.9.1 General126 8.9.2 Iris recognition128 8.9.3 Fingerprint recognition .128 8.10 Electronic input 128 8.10.1 Ge

24、neral128 8.10.2 Card Readers.129 8.10.3 Machine-readable Cards .130 8.10.4 Contactless Cards130 8.10.5 Bar-code Readers131 9 Output components - Design Guidelines131 9.1 Output Components131 ETSI ETSI EG 202 116 V1.2.2 (2009-03) 6 9.2 Visual output 133 9.2.1 Visual displays (General)133 9.2.2 Visual

25、 displays types/characteristics.133 9.2.2.1 Small screens.135 9.2.2.2 Television sets (TV sets).135 9.2.2.3 Projection displays 139 9.3 Quality requirements for different Visual media contents139 9.3.1 General139 9.3.2 Text content 139 9.3.3 Graphics content .142 9.3.4 Animations142 9.3.5 Screen mes

26、sages .142 9.3.6 Screen Formatting.143 9.4 Visual indicators.144 9.4.1 Optical signals 144 9.4.2 Icons, symbols 145 9.5 Acoustic output 146 9.5.1 Auditory displays146 9.5.2 Non-speech audio .147 9.5.2.1 Acoustic Signals147 9.5.2.2 Music.149 9.5.3 Void 150 9.5.4 Speech Output.150 9.5.5 Auditory Menus

27、 151 9.6 Tactile Output.152 9.6.1 Tactile indication 152 9.6.2 Vibro-tactile indication.153 9.6.3 Force feedback154 9.7 Printed Output 154 9.7.1 Paper Handling .155 10 Additional product specific guidelines.156 10.1 Cables and Cords156 10.2 Casework158 10.3 Casework Colour159 10.4 Surface finish160

28、10.5 Connectors161 10.6 Facsimile Machines162 10.7 Handset.163 10.8 Handset Rest.166 10.9 Hookswitch.168 10.10 Key Operated Switches 168 10.11 Payment Facilities (coins and paper money)169 10.12 Portable and Mobile equipment170 10.13 Videophones.172 11 Additional service specific guidelines174 11.1

29、Addresses .174 11.2 Call Handling .175 11.3 Communication and Transmission .180 11.4 Data Transmission181 11.5 Dialling.182 11.6 Phone-based Interfaces.182 11.7 Supplementary Services .183 11.8 Voice transmission .184 Annex A (informative): Questionnaires for users186 Annex B (informative): Checklis

30、ts for groups of disabled people .188 B.1 Visually impaired people188 B.2 Blind people .189 ETSI ETSI EG 202 116 V1.2.2 (2009-03) 7 B.3 People with reduced movement capability and reduced muscular strength.190 B.4 People with unco-ordinated movements 191 B.5 People who are hard of hearing192 B.6 Peo

31、ple with learning difficulties.193 B.7 People with low voice output .194 Annex C (informative): Presentation of the evaluation results 195 C.1 An example of a description of the results of the evaluation .195 C.2 Final survey sheet.197 Annex D (informative): Bibliography.198 Index 199 History 203 ET

32、SI ETSI EG 202 116 V1.2.2 (2009-03) 8 Intellectual Property Rights IPRs essential or potentially essential to the present document may have been declared 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 E

33、TSI 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 (http:/webapp.etsi.org/IPR/home.asp). Pursuant to the ETSI

34、 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. Foreword

35、This ETSI Guide (EG) has been produced by ETSI Technical Committee Human Factors (HF). Introduction ETSI HF produced three very significant deliverables that provided guidance to the designers of communications products and services: ETR 029 i.10: “Human Factors (HF); Access to telecommunications fo

36、r people with special needs; Recommendations for improving and adapting telecommunication terminals and services for people with impairments“; ETR 116 i.14: “Human Factors (HF); Human factors guidelines for ISDN Terminal equipment design“; ETR 166 i.15: “Human Factors (HF); Evaluation of telephones

37、for people with special needs; An evaluation method“. These three deliverables were produced in 1991, 1994, and 1995 respectively and since then the technologies to which the guidelines relate have changed significantly. The “Design for All“ approach made it imperative that a revised document integr

38、ating the best elements of these documents into a coherent whole was produced to replace these separate documents. The advice given in each guideline was incorporated into this new single updated document. ETSI ETSI EG 202 116 V1.2.2 (2009-03) 9 1 Scope The present document gives guidance to Informa

39、tion and Communication Technology (ICT) product and service designers on Human Factors issues, good Human Factors design practice, and relevant international and national standards. In particular, it aims to help designers to maximize the level of usability of products and services by providing a co

40、mprehensive set of Human Factors design guidelines. The guidelines are intended to encourage a “Design for All“ approach so as to make products and services accessible to as many people as possible, including elderly people and persons with disabilities, without the need for adaptation or specialize

41、d design. The present document is applicable to ICT products with a user interface that are connectable to all kinds of fixed and mobile telecommunications networks. This includes products such as telephones, Multimedia terminals, Personal digital Assistants (PDAs) and services such as e-mail, Short

42、 Message Services (SMS) and voice messaging. It is applicable to public and private access devices and services. 2 References References are either specific (identified by date of publication and/or edition number or version number) or non-specific. For a specific reference, subsequent revisions do

43、not apply. Non-specific reference may be made only to a complete document or a part thereof and only in the following cases: - if it is accepted that it will be possible to use all future changes of the referenced document for the purposes of the referring document; - for informative references. Ref

44、erenced documents which are not found to be publicly available in the expected location might be found at http:/docbox.etsi.org/Reference. NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee their long term validity. 2.1 Normative references

45、 The following referenced documents are indispensable for the application of the present document. For dated references, only the edition cited applies. For non-specific references, the latest edition of the referenced document (including any amendments) applies. Not applicable. 2.2 Informative refe

46、rences The following referenced documents are not essential to the use of the present document but they assist the user with regard to a particular subject area. For non-specific references, the latest version of the referenced document (including any amendments) applies. i.1 CEN/CENELEC Guide 6: “G

47、uidelines for standards developers to address the needs of older persons and persons with disability“. i.2 CENELEC EN 60950: “Information technology equipment. Safety“. i.3 ETSI EG 201 379 (V1.1.1): “Human Factors (HF); Framework for the development, evaluation and selection of graphical symbols“. E

48、TSI ETSI EG 202 116 V1.2.2 (2009-03) 10i.4 ETSI EG 201 472 (V1.1.1): “Human Factors (HF); Usability evaluation for the design of telecommunication systems, services and terminals“. i.5 ETSI EG 202 048 (V1.1.1): “Human Factors (HF); Guidelines on the multimodality of icons, symbols and pictograms“. i

49、6 ETSI EN 301 462 (V1.1.1): “Human Factors (HF); Symbols to identify telecommunications facilities for the deaf and hard of hearing people“. i.7 ETSI ES 202 076 (V1.1.1) “Human Factors (HF); User interfaces; Generic spoken command vocabulary for ICT devices and services“. i.8 ETSI ES 200 677 (V1.2.1): “Public Switched Telephone Network (PSTN); Requirements for handset telephony“. i.9 ETSI ES 201 381 (V1.1.1): “Human Factors (HF); Telecommunications keypads and keyboards; Tactile identifiers“. i.10 ETSI ETR 029 (1991): “Human Factors (HF);