1、 ETSI EG 202 487 V1.1.2 (2008-02)ETSI Guide Human Factors (HF);User experience guidelines;Telecare services (eHealth)ETSI ETSI EG 202 487 V1.1.2 (2008-02) 2 Reference DEG/HF-00087 Keywords Design for All, Health, HF, intelligent homes Essential, or potentially Essential, IPRs notified to ETSI in res
2、pect 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 Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee can be given as to th
3、e 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 Guide (EG) has been produced by ETSI Technical Committee Human Factors (HF). Intended users of this ETSI Guid
4、e are the stakeholders involved in the design, development, procurement and deployment of telecare services. The individual end users (telecare clients) are the ultimate beneficiaries of the guidelines, as their application should lead to telecare services of a higher quality, offering a better user
5、 experience. Introduction Telecare, defined as the provision of health and social care services to individuals within or outside of their homes with the support of systems enabled by ICT, has been identified as a strategic enabler of independent living. The demographic trends within Europe indicate
6、a development towards a population getting older and living longer than ever before. Therefore, the market for telecare solutions is poised to expand rapidly over the coming years, in order to address the ever growing population with functional limitations 23 and 24. The aging of our society has unv
7、eiled the problem of dependency, as the number of dependant citizens is increasing, especially at the higher levels of the population pyramid. The majority of the dependant population receives informal care, but the population of informal carers is decreasing and aging. These facts may be causing a
8、decrease in the family support to older people and people with disabilities and therefore demand new paradigms to provide support to dependency and independent living. The maintained delivery of traditional health care services to these user groups would lead to a considerable cost increase, at a qu
9、estionable quality, as these clients expect freedom of choice, mobility and personal attention, see TR 102 415 41. As communication technologies mature and the average user knowledge level is on the increase, these clients may more often have experience and trust in the use of ICT products and servi
10、ces. The user experience of telecare services depends on a large number of elements. Much is known about human factors (ergonomics) in general and their application within the domain of ICT, however, little has been published within the area of e-Health. This work fills some of the gap, by collectin
11、g in a single document, human factors guidelines relevant for the research, design, and deployment phases of telecare products and services. It is the intention that the application of the guidelines shall lead to the best possible user interface and accessibility implementations, leading to an impr
12、oved user experience of telecare services and thereby increasing the acceptance and adoption of telecare. ETSI ETSI EG 202 487 V1.1.2 (2008-02) 6 1 Scope The present document provides user experience guidelines, applicable to the research, design, development and deployment of telecare services. The
13、 focus of the guidelines is grouped along three main themes: trust, usability and accessibility, and service provisioning, addressed through a user-centric approach. Principles of design for all, adaptive design and assistive technologies are applied throughout the present document. The present docu
14、ment builds on the recommendations provided in TR 102 415 41, defining telecare as the provision of health and social care services to individuals, within or outside of their homes, with the support of systems enabled by ICT. Intended users of the present document are the stakeholders involved in th
15、e design, development, procurement and deployment of telecare services. The individual end users (telecare clients) are the ultimate beneficiaries of the guidelines, as their application should lead to telecare services of a higher quality, offering a better user experience. Telemedicine, diagnosis
16、and other medically related user aspects are outside the scope of the present document. 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 not apply. Non-specific r
17、eference 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. Referenced documents which a
18、re not found to be publicly available in the expected location might be found at http:/docbox.etsi.org/Reference. For online referenced documents, information sufficient to identify and locate the source shall be provided. Preferably, the primary source of the referenced document should be cited, in
19、 order to ensure traceability. Furthermore, the reference should, as far as possible, remain valid for the expected life of the document. The reference shall include the method of access to the referenced document and the full network address, with the same punctuation and use of upper case and lowe
20、r case letters. 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 The following referenced documents are indispensable for the application of the present document. For dated references, on
21、ly the edition cited applies. For non-specific references, the latest edition of the referenced document (including any amendments) applies. 1 Void. 2 ETSI EG 202 132: “Human Factors (HF); User Interfaces; Guidelines for generic user interface elements for mobile terminals and services“. 3 ETSI EG 2
22、02 116: “Human Factors (HF); Guidelines for ICT products and services; “Design for All“. 4 Void. ETSI ETSI EG 202 487 V1.1.2 (2008-02) 7 5 Void. 6 ETSI TS 102 511: “Human Factors (HF); AT Commands for Assistive Mobile Device Interfaces“. 7 ETSI EG 202 423: “Human Factors (HF); Guidelines for the des
23、ign and deployment of ICT products and services used by children“. 8 ETSI ES 202 076: “Human Factors (HF); User Interfaces; Generic spoken command vocabulary for ICT devices and services“. 9 ETSI ES 202 130: “Human Factors (HF); User Interfaces; Character repertoires, orderings and assignments to th
24、e 12-key telephone keypad (for European languages and other languages used in Europe)“. 10 Void. 11 ETSI EG 202 191: “Human Factors (HF); Multimodal interaction, communication and navigation guidelines“. 12 Void. 13 ETSI EG 202 048: “Human Factors (HF); Guidelines on the multimodality of icons, symb
25、ols and pictograms“. 14 Void. 15 ETSI EG 202 421: “Human Factors (HF); Multicultural and language aspects of multimedia communications“. 16 ETSI EG 202 416: “Human Factors (HF); User Interfaces; Setup procedure design guidelines for mobile terminals and services“. 17 ETSI EG 202 417: “Human Factors
26、(HF); User education guidelines for mobile terminals and services“. 18 Void. 19 ETSI EG 201 472: “Human Factors (HF); Usability evaluation for the design of telecommunication systems, services and terminals“. 20 ETSI EG 202 325: “Human Factors (HF); User Profile Management“. 21 Void. 22 Void. 23 Com
27、munication from the Commission to the European Parliament, the Council, the European economic and social committee and the committee of the regions: “Ageing well in the Information Society - An i2010 Initiative - Action Plan on Information and Communication Technologies and Ageing“ SEC(2007)811. NOT
28、E: Available at http:/eur-lex.europa.eu/LexUriServ/site/en/com/2007/com2007_0332en01.pdf. 24 ITU-T Recommendation H. Sup.1: “Application profile - Sign language and lip-reading real-time conversation using low bit-rate video communication“. 25 ISO 13407 (1999): “Human-centered design processes for i
29、nteractive systems“. 26 ISO 17799 (2005): “Information technology - Security techniques - Code of practice for information security management“. 27 The Care Services Improvement Partnership (CSIP): “Telecare Implementation Guide“ Department of Health, UK, 2005. NOTE: Available at http:/icn.csip.org.
30、uk/telecare/. ETSI ETSI EG 202 487 V1.1.2 (2008-02) 8 28 NIST Special Publication SP 800-30 (July 2002): “Risk Management Guide for Information Technology Systems“, G. Stoneburner, A. Goguen and A. Feringa. NOTE: Available at http:/csrc.nist.gov/publications/nistpubs/800-30/sp800-30.pdf. 29 Sawyer,
31、D. (1996): “Do it by design. An introduction to Human Factors in medical devices“. US department of health, food and drug administration“. NOTE: Available at www.fda.gov/cdrh/humfac/doitpdf.pdf. 30 Cooper, A., Reimann, R. M.: “About Face 2.0. The essentials of Interaction Design“ John Wiley 2002. NO
32、TE: Available at http:/ 31 Integrating Community Equipment Services (ICES) (January 2005): “Telecare“. NOTE: Available at http:/www.changeagentteam.org.uk/_library/docs/Housing/Telecare/Telecare_gettingstarted.pdf. 32 J. Gill: “Accessibility of Biometrics: Dimensioning the Challenges and Opportuniti
33、es“. NOTE: Available at http:/www.tiresias.org/phoneability/accessible_biometrics_proceedings/gill.htm. 33 B. Dodson, D. Nolan: “Reliability Engineering Handbook“. 34 Reliasoft Corp (2007): “System Analysis Reference: Reliability, Availability and Optimization“. NOTE: Available at 35 ISO/IEC JTC1 S
34、WG-Accessibility: “User Needs Summary“. 36 J.M. Winters, M.F. Story: “Medical Instrumentation: Accessibility and Usability Considerations“. 37 ISO/FDIS 9241-20: “Ergonomics of human-system interaction - Part 20: Accessibility guidelines for information/communication technology (ICT) equipment and se
35、rvices“. 38 The Unicode 5.0 Standard“. NOTE: Available at http:/unicode.org/. 39 ISO/FDIS 9241-171: “Ergonomics of human-system interaction - Part 171: Guidance on software accessibility“. 40 World Medical Association Declaration of Helsinki: “Ethical Principles for Medical Research Involving Human
36、Subjects“. NOTE: Available at http:/ 2.2 Informative references 41 ETSI TR 102 415: “Human Factors (HF); Telecare services; Issues and recommendations for user aspects“. 42 ETSI TR 102 068: “Human Factors (HF); Requirements for assistive technology devices in ICT“. 43 ETSI TR 102 133: “Human Factors
37、 (HF); Access to ICT by young people: issues and guidelines“. 44 ETSI ETR 095: “Human Factors (HF); Guide for usability evaluations of telecommunications systems and services“. 45 ETSI ETR 329: “Human Factors (HF); Guidelines for procedures and announcements in Stored Voice Services (SVS) and Univer
38、sal Personal Telecommunication (UPT)“. 46 IEEE 802.11: “Handbook - A Designers Companion“. ETSI ETSI EG 202 487 V1.1.2 (2008-02) 9 3 Definitions and abbreviations 3.1 Definitions For the purposes of the present document, the following terms and definitions apply: accessibility: usability of a produc
39、t, service, environment or facility by people with the widest range of capabilities (according to ISO 9241-171 39) assistive technologies: any product, instrument, equipment or technical system used by a disabled person to prevent, compensate, relieve or neutralize an impairment, disability or handi
40、cap assistive technology device: device used by a disabled person to prevent, compensate, relieve or neutralize any resultant handicap and which has the ability to interface to an ICT device carer: individual who provides health or social care to the client NOTE: Both professional and informal carer
41、s are included in this category. child: defined for the purpose of the present document as a person up to the age of 12 years client: individual receiving the telecare service, to support independent living and/or using telecare services for the care of his or her own health coordinator (coordinatio
42、n agent): individual who coordinates the delivery of care through the use of the telecare service NOTE: Coordination agents will need to be able to use the telecare services efficiently and will have human factors needs that should be addressed. design for all: design of products to be usable by all
43、 people, to the greatest extent possible, without the need for specialized adoption disability: persons activity limitation or participation restriction NOTE: Disability is conceived as a dynamic interaction between health conditions (diseases, disorders, injuries, traumas, etc.) and contextual fact
44、ors (i.e. personal and environmental factors). domiciliary (home) care: care arranged by social services and delivered to persons in their own homes and can include assistance with personal care (e.g. washing, dressing, going to and getting out of bed) and a range of practical/domestic tasks emergen
45、cy service: service, recognized as such by the EU Member State that provides immediate and rapid assistance in situations where there is a direct risk to an individuals life or limb, public health or safety, private or public property, or the environment, but not necessarily limited to these situati
46、ons end user: See client, carer and coordination agent. health/care professionals: professionals (e.g. clinicians, doctors, occupational therapists, social workers) involved in the assessment of clients and delivery of more specialist care than that provided by carers health/care managers: professio
47、nals (typically working in the public sector) who control budgets and direct resources within their local area and who will have direct contact with health care professionals but not with carers or their clients ICT devices and services: devices or services for processing information and/or supporti
48、ng communication impairment: any reduction or loss of psychological, physiological or anatomical function or structure (such as a significant deviation or loss) informal carers: relatives, neighbours, friends or volunteers providing care for the person in need interactive voice response: technology
49、that allows a computer to detect voice and touch tones in a call and provide output using pre-recorded or synthesized speech ETSI ETSI EG 202 487 V1.1.2 (2008-02) 10mobility: See personal (user) mobility and service mobility. residential care: personal and/or nursing care that is provided to a person in a managed care home
