1、 ETSI EG 202 416 V1.1.2 (2006-12)ETSI Guide Human Factors (HF);User Interfaces;Setup procedure design guidelinesfor mobile terminals and servicesETSI ETSI EG 202 416 V1.1.2 (2006-12) 2 Reference DEG/HF-00069 Keywords broadband, design for All, HF, interface, MMI, service, user ETSI 650 Route des Luc
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6、d the foregoing 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 re
7、gistered by ETSI 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 202 416 V1.1.2 (2006-12) 3 Contents Intellectual Property Rights5 Foreword.5 Introduction 5 1 Scope 7 2 References 7 3 Defin
8、itions and abbreviations.10 3.1 Definitions10 3.2 Abbreviations .11 4 Background 11 4.1 The importance of setup procedures in a mobile environment.11 4.2 Defining setup activities.12 4.2.1 Lifecycle .13 4.2.2 Context of use .13 4.2.3 User activities .14 4.3 Bridging the digital divide15 5 Use cases
9、for setup activities15 5.1 Employing use cases 15 5.2 A template for cataloguing use cases .15 5.3 Ensuring use case coverage16 5.4 From use cases to guidelines: a process .16 5.5 Target use cases17 5.6 Reference terminal characteristics17 6 Generic guidelines for setup procedures 17 6.1 Leave the c
10、ontrol with the user 18 6.2 Automate as far as possible 20 6.3 Provide consistent setup processes, assisted by wizards 21 6.4 Keep configuration to a minimum number of logical steps21 6.5 Provide consistent customer support information 22 6.6 Provide all necessary defaults and information to the use
11、r 22 6.7 Provide all necessary feedback to the user .23 6.8 Provide all configuration information in the users native or other preferred language24 6.9 Provide all configuration information in simple, non-technical language.24 6.10 Anticipate human error and provide recovery options .25 6.11 Apply e
12、xisting standards and guidelines 25 6.12 Design for differing user abilities and functional limitations .26 6.13 Apply the guidelines within a user-centred design process26 7 Specific guidelines for the setup of backup and recovery services 26 8 Specific guidelines for the setup of services 28 8.1 S
13、ervice cost and upgrade paths.28 8.2 Service credentials29 8.3 Service discovery and termination .29 8.4 Service configuration and reconfiguration .30 8.5 Other channels for service configuration30 8.6 Handling of personal information.31 9 Specific guidelines for maximizing the accessibility of setu
14、p procedures.31 10 Development and usability evaluation guidance33 10.1 Use of the design guidelines.34 10.2 Improve setup interaction design by evaluation .35 10.3 Usability evaluation with children36 ETSI ETSI EG 202 416 V1.1.2 (2006-12) 4 Annex A (normative): Guideline listing .38 Annex B (inform
15、ative): Use cases .48 B.1 The role of use cases in the development of the design guidelines48 B.1.1 High-level versus low-level use cases48 B.1.2 A template for defining use cases.49 B.1.3 List of use cases based on different user activities .50 B.2 Selected use cases in detail.52 B.2.1 Use case #1:
16、 Data transfer between phones abroad52 B.2.1.1 Scenario 52 B.2.1.2 Use case 53 B.2.1.3 Guideline topics derived from the use case 54 B.2.2 Use case #2: Configuration of multimedia message service 55 B.2.2.1 Scenario 55 B.2.2.2 Use case 56 B.2.2.3 Guideline topics derived from the use case 56 B.2.3 U
17、se case #3: Lost phone.57 B.2.3.1 Scenario 57 B.2.3.2 Use case 58 B.2.3.3 Guideline topics derived from the use case 59 B.2.4 Use case #4: Configuration of credit card details.59 B.2.4.1 Scenario 59 B.2.4.2 Use case 60 B.2.4.3 Guideline topics derived from the use case 60 B.2.5 Use case #5: Activati
18、on of a lower-tariff roaming service .61 B.2.5.1 Scenario 61 B.2.5.2 Use case 63 B.2.5.3 Guideline topics derived from the use case 63 B.2.6 Use case #6: Choosing a network when roaming.64 B.2.6.1 Scenario 64 B.2.6.2 Use case 64 B.2.6.3 Guideline topics derived from the use case 64 B.2.7 Use case #7
19、: Obtaining DRM rights.65 B.2.7.1 Scenario 65 B.2.7.2 Use case 65 B.2.7.3 Guideline topics derived from the use case 66 Annex C (informative): Reference work on setup procedures .67 C.1 Out-of-the-box experience (OOBE).67 C.2 Generic setup issues from related domains 68 C.2.1 PC and network setup.68
20、 C.2.2 Complex home appliance and service setup.69 C.2.3 Telephone-based service setup .70 C.3 Other work on mobile setup procedures.70 C.3.1 Mobile out-of-the box experience 70 C.3.1.1 Availability of setup information71 C.3.1.2 Power-on.71 C.3.1.3 Configuration71 C.3.1.4 First use of a service .72
21、 C.3.1.5 Use of device and service .72 C.3.1.6 Product and service extension.73 C.3.1.7 Product replacement .73 C.3.1.8 OOBE testing and metrics 74 C.3.2 Other applicable guidance 74 C.4 Solutions currently available in mobile networks 75 Annex D (informative): Bibliography.76 History 78 ETSI ETSI E
22、G 202 416 V1.1.2 (2006-12) 5 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 ETSI SR 00
23、0 314: “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 IPR Poli
24、cy, 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 This ETSI
25、 Guide (EG) has been produced by ETSI Technical Committee Human Factors (HF). Intended users of the present document are user experience and interaction design professionals, developers of mobile terminals, services and applications, product managers, mobile network and system providers, terminal ap
26、provers and standard writers and developers. Other stakeholders who may benefit from its use include service and application providers, virtual operators and others. The focus of the guidelines provided in the present document is on public mobile network terminals and services but they are mostly al
27、so applicable to other technologies, e.g. cordless or IP-based telephony and Wi-Fi. Introduction Mobile terminals and services play an increasingly important role in the daily activities of many people 14, 15 and Sinkkonen I. et al. (see bibliography). The mobile telephone, as an example, is a highl
28、y successful device, which meets a natural human need to communicate. However, new mobile applications and services are increasingly used to perform not just basic communication, but a variety of tasks such as commerce, life management, care services, browsing and entertainment. Moreover, with techn
29、ical developments offering seamless and more continuous access to broadband networks, the vision of a world where ICT resources around us improve the quality of our lives is more realistic than ever. Connectivity and interoperability between telecommunications networks and other information technolo
30、gy systems, personal computing, the Internet, and ever-smarter mobile terminals and services offer enormous potentials for improving life, if used as intended and used by all. However, there is concern about whether these new products, services and their content will be fully accessible to all peopl
31、e, including children, the ageing population, older and disabled users 13. Furthermore, these difficulties will persist and increase in complexity with the advent of public services increasingly relying upon ubiquitous environments (e.g. Wi-Fi based home automation and control systems). An effective
32、 eSociety relies on the fact that all citizens are granted access. Users who cannot get over the hurdle of the first installation and setup of their terminals and achieve a satisfactory configuration of new services and integrated (or additionally offered) applications and services, may be perpetual
33、ly excluded from the eSociety. Ensuring access to mobile communication for all is a common goal of vendors, operators, service providers, user associations, as well as politicians, often talking about the creation of the e-inclusive Information Society. In the past, the question of the “digital divi
34、de“ defined the “haves“ and “have-nots“ mainly in economic terms, dividing those who could afford new technology from those who could not. As technological progress in network and infrastructure deployment and manufacturing and economy-of-scale effects in household availability and service provision
35、 make access to services affordable to the largest proportion of the European society, a new facet of a possible “digital divide“ becomes visible, namely the one that is related to the comprehension of how to set up, configure and use new terminals and services. This latter aspect of the “digital di
36、vide“ has direct economic and societal consequences as the uptake of mobile services will only be at a satisfactory level if the new terminals and services can actually be accessed, set up and used by all citizens. ETSI ETSI EG 202 416 V1.1.2 (2006-12) 6 Many users of mobile services experience seri
37、ous difficulties trying to set up, configure, and access data services like e-mail, Internet or various messaging services (SMS, MMS, chat and voicemail) through their mobile terminals. Users lack the expertise necessary to configure and set up their terminals, services and applications appropriatel
38、y. Furthermore, even the configuration of terminal properties to the desired behaviour is often beyond the users abilities. Many settings can be stored on the SIM (or the USIM) card of the mobile terminal, or in a future, managed by the communication system as part of user profiles. Even so, problem
39、s are abundant when new services are introduced, when moving from one network provider to another, when moving from one product to another, when SIM or USIM cards reach a certain age and the stored information becomes outdated, or when a user changes service providers. While many settings may be ach
40、ieved through plain, stand-alone “Over-The-Air“ (OTA) or “Over-The-Line“ (OTL) configuration or via more integrated approaches, Ericssons active terminal management, (see bibliography), there is still a problem of individualization and personalization and, moreover, the problem of inadvertent resett
41、ing of individual parameters through OTA or OTL procedures. Other open issues are privacy and security, e.g. if the service provider is able to control specific parameters how does affect user privacy. As the hurdle to using mobile services is the highest for first-time users, there is a need to sim
42、plify first access to services as much as possible, and provide clear guidance on configuration and use. This includes help to cope with problem situations, as well as to provide a clear description of service features, their capabilities and limitations and possible evolution. Understandable setup
43、procedures and the availability of educational material become very important. Good setup guidelines can help to improve the service/ terminal upgrade process, a considerable barrier to efficient use of services and the available infrastructure. In combination with efficient user guidance 9, providi
44、ng information on the availability and functionality of new, upgraded releases can show beneficial to the user, terminal manufacturer, and the operator. The major goal of the present document is to provide clear guidance on the design, implementation and provision of setup procedures for terminals a
45、nd services such that they can be set up and used by the largest possible range of users, with a continuity of access and use. The guidelines provided in the present document have a strong practical focus on the most common difficulties and problems faced by users of mobile terminals and services. I
46、mproved setup procedures help end users to access and make use of new and existing services. Consequently, this also benefits service and network operators through increased service uptake and continuity of use. In addition, this also benefits society as a whole, by ensuring improved access to mobil
47、e information and communications technologies (ICT) for consumers who might otherwise be excluded (e.g. elderly users or users with impairment hearing). The present document introduces setup procedures and in the perspective of selected use cases, it provides guidelines applicable to the design, dev
48、elopment, deployment and maintenance of setup procedures for terminals and services, providing generic and terminal- and service specific setup guidelines throughout the product lifecycle. A set of guidelines is provided in order to maximize the accessibility of setup procedures. The use cases appli
49、ed to generate these, as well as reference work in the area are provided in informative annexes B and C. In the normative annex A, all guidelines presented in previous clauses of the present document are collected and listed. The guidelines provided in the present document should be regarded as a minimum, common, basic set of guidelines. If considered during a holistic, user-centred approach and supported in designs, specifications and implementations, they have the potential to considerably improve the user experience of setup procedures. ETSI ETSI EG 202 416 V1.1.2
