1、 ETSI TR 102 548 V1.1.1 (2008-11)Technical Report Human Factors (HF);User Experience;3G and Mobile Broadband Interoperability Plugtest:Approach, scenarios and test specification;Outcomes, conclusions and recommendationsfloppy3ETSI ETSI TR 102 548 V1.1.1 (2008-11) 2Reference DTR/HF-00083 Keywords 3G,
2、 HF, interface, interoperability, UMTS, 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 - NAF 742 C Association but non lucratif enregistre la Sous-Prfecture de Grasse (06) N 7803/88 Important notice In
3、dividual copies of the present document can be downloaded from: http:/www.etsi.org 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 Docu
4、ment Format (PDF). In case of dispute, the reference shall be the printing on ETSI 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
5、current status of this and other ETSI documents is available at http:/portal.etsi.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 repr
6、oduced except as authorized by written permission. The copyright and the foregoing restriction extend to reproduction in all media. European Telecommunications Standards Institute 2008. All rights reserved. DECTTM, PLUGTESTSTM, UMTSTM, TIPHONTM, the TIPHON logo and the ETSI logo are Trade Marks of E
7、TSI registered 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 TR 102 548 V1.1.1 (2008-11) 3Contents Intellectual Property Rights 5g3Foreword . 5g3Introduction 5g31 Scope 7g32 References 7g32.
8、1 Normative references . 7g32.2 Informative references 7g33 Definitions and abbreviations . 10g33.1 Definitions 10g33.2 Abbreviations . 11g34 Background 11g34.1 The importance of a good ICT user experience for interoperable services 11g34.2 ETSI Technical Committee Human Factors (TC HF) 12g34.3 Inte
9、roperability and the ETSI PlugtestsTMconcept . 12g35 An introduction to applicable ETSI TC HF deliverables . 14g35.1 Basic areas 14g35.2 Mobile communication . 15g35.3 Specific accessibility work . 16g35.4 Personalization, internationalization and user identification 17g35.5 Specific application are
10、as . 19g36 A usage life-cycle oriented approach . 20g37 Event planning, organization and overview . 21g37.1 Planning and organization: three trials . 21g37.2 The Plugtest event (April 24-26, 2007) 22g37.2.1 Day 1: User Requirements, Human Factors and Practical Experiences Conference 22g37.2.2 Day 2:
11、 Plugtests sessions: 3G and Mobile Broadband Enabled Services . 24g37.2.3 Day 3: Plugtests continued: Accessible Mobile and Web-Based, Conversational Services . 24g37.3 Organizational efforts . 24g38 The use case and focus area specifications for the first and second Plugtest events 24g38.1 Persona
12、and scenario 25g38.2 Session 1: Introduction, overview and warm-up 25g38.3 Session 2: Pre-purchase/subscription . 26g38.4 Session 3: Ownership/use . 26g38.5 Session 4: Re-purchase/subscription 27g38.6 Session 5: Applications 27g38.6.1 eHealth 28g38.6.2 eGovernment. 28g38.6.3 Messaging and media hand
13、ling . 28g38.6.4 Software applications: emergency communications and gaming . 29g38.6.5 Assistive device connectivity and capabilities 29g38.7 Session 6: Debrief workshop, results summary and conclusions . 29g39 Plugtest . 30g39.1 Day 1: Presentations . 30g39.2 Day 2: Focus area sessions . 32g39.2.1
14、 Session 1: Mobile messaging 32g39.2.1.1 Generating SMS messages in another language and changing SMS language settings 32g39.2.1.2 Issues related to multi-byte characters in SMS messages . 33g39.2.2 Session 2: Seamless networking . 33g39.2.2.1 Identification of available and selection of preferred
15、communication access network . 33g39.2.3 Session 3: Multimodal communication. 34g3ETSI ETSI TR 102 548 V1.1.1 (2008-11) 49.2.4 Session 4: Assistive device connectivity 34g39.2.4.1 Introduction . 34g39.2.4.2 Testing procedure 34g39.2.4.3 Scenarios . 35g39.2.4.4 Final discussions on the outcome 36g39.
16、2.5 Outcome and conclusions of Day 2 36g39.2.5.1 The selection of sessions . 36g39.2.5.2 Generating SMS messages in another language and changing SMS language settings - outcome and conclusions . 37g39.2.5.3 Issues related to multi-byte characters in SMS messages - outcome and conclusions 39g39.2.5.
17、4 Multimodal communication - outcome and conclusions . 39g39.3 Day 3: Accessible mobile and web-based conversational services 39g310 Challenges, achievements and lessons learned 45g310.1 The challenges in running a User Experience Interoperability event . 45g310.1.1 Availability of attendees . 45g31
18、0.1.2 The effect of a competitive marketplace and associated costs 45g310.1.3 The involvement of disability advocacy groups . 46g311 Outcomes, conclusions and recommendations . 46g311.1 Outcomes 46g311.1.1 October 10-13, 2006 and January 23-26, 2007 event attempts . 46g311.1.2 April 24-26, 2007 even
19、t 46g311.1.3 Conclusion from the April 2007 Plugtest event 47g311.1.4 Participants and their feedback . 48g311.2 Overall conclusions about and recommendations for future Human Factors/ user experience interoperability events 49g3History 50g3ETSI ETSI TR 102 548 V1.1.1 (2008-11) 5Intellectual Propert
20、y 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 000 314: “Intellectual Property Rights (IPRs); Esse
21、ntial, 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 Policy, no investigation, including IPR searches, has
22、 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 Technical Report (TR) has been produced by ETSI Techn
23、ical Committee Human Factors (HF). Intended users of the present document (as well as event participants) includes user experience and interaction design professionals, designers and developers of mobile networks, terminals, services and applications, mobile network and system providers and operator
24、s, terminal approvers, private and public requirement writers, consumer associations and user organizations, roaming managers, marketing, product management, industry associations and their members, policy makers and other interested stakeholders. The event was addressed to infrastructure developers
25、, mobile and broadband network operators, service providers, handset manufacturers, application providers and others interested. Introduction Mobile ICT plays an increasingly important role in the daily life and activities of many people. There is enormous potential for improving the user experience
26、, if connectivity and interoperability between 3G devices, services, applications and the Internet is designed and developed in a way that makes them usable by and accessible to all end users. People travel more than ever before both in business and for leisure and expect their mobile information an
27、d communication services to work seamlessly across borders and continents. The success story of GSM voice and text communication has also built expectations that are projected to more sophisticated services enabled by GPRS and 3G infrastructures. In the mean time, there is also pressure from various
28、 sources to decrease the differences between the cost of communication in the home network and foreign networks that further contributes to this trend. Therefore, the roaming user experience is more important than ever before and should offer automated interoperability with similar functional access
29、, under full user control. An effective e-society relies on the fact that all citizens are granted equal access. Ensuring interoperable access to mobile ICT services for all is a common goal for vendors, operators, service providers, user associations, consumer groups and policy makers. Achieving th
30、is will pave the way for a successful uptake of future, more advanced application areas of public interest such as telecare services, community focused applications or video telephony services targeting impaired users. Mobile communication is a significant commercial and public policy success in eEu
31、rope. GSM and GPRS-based products have contributed significantly to the take-up of telephony among previously unconnected households, decreased social exclusion and the digital divide. This is in line with the “eEurope 2005 Mid-term review“ (COM(2004) 108 i.45), stating that “stimulating use and cre
32、ating new services has become the central goal of eEurope 2005“ and “interoperable pan-European servicesis a match with EU policy objectives and the needs of European citizens“. ETSI ETSI TR 102 548 V1.1.1 (2008-11) 6With the advent of more advanced and sophisticated services enabled by 3G/UMTS netw
33、orks, terminals, applications and services, there are concerns that an increasing number of consumers may experience difficulties due to the increased complexity and an often sub-optimized user experience of mobile communication terminals and services. In order to overcome these serious potential ri
34、sks, “Interoperability is critical for the deployment of mobile broadband services“. Furthermore, “industry to take steps towards interoperability for mobile broadband services as a matter of urgency“ (the key conclusion of the European Commissions Communication COM(2004) 447 i.46 on “Mobile broadba
35、nd services“). Important user requirements such as easy, accessible and successful setup, configuration and access, excellent usability and accessibility, high reliability, fair stability, reliable and understandable security, seamless connectivity and interoperability are quickly becoming decisive
36、success criteria for the uptake and usage of communication, information access, applications and services, a necessity in todays e-European society. The on-going paradigm shift towards a knowledge-intensive Information Society has brought about radical changes in the way people work and interact wit
37、h each other and with information. Since the launch of the “eEurope - Information Society for All“ initiative of the European Commission in 2000, the European Union (EU) has adopted a policy towards ensuring that all its citizens benefit from the changes the Information Society is bringing. This com
38、mitment is now further continued and enhanced in the i2010 (European Information society in 2010) initiative, which aims to provide an integrated approach to information society in the EU, covering regulation, research, and deployment and promoting cultural diversity, with the objective to ensure th
39、at Europes citizens, businesses and governments make the best use of ICTs in order to improve industrial competitiveness, support growth and the creation of jobs and to help address key societal challenges. Several human factors deliverables including technical reports, guidelines and standards deve
40、loped by ETSI under the and co-sponsored by the above mentioned initiatives, are directly applicable to product implementations. This Plugtests event will, based on realistic scenarios and in the context of a body of best practices, examine the level of interoperability, user support and knowledge t
41、ransfer offered by 3G-compatible products. Ensuring interoperable access to mobile communication services for all is a common goal for vendors, operators, service providers, user associations, consumer groups and policy makers. Achieving this will pave the way for a successful uptake of future, more
42、 advanced application areas of public interest such as telecare services, community focused applications or video telephony services targeting impaired users. ETSI ETSI TR 102 548 V1.1.1 (2008-11) 71 Scope The present document provides: the background, approach, scenarios, test specification and oth
43、er necessary information for the performance of an ETSI “3G and a summary of the events results, achievements, outcomes, conclusions and recommendations. The event, the very first of its kind, addressed the user experience of mobile ICT services, based on realistic scenarios and ETSI Human Factors s
44、tandards, guidelines and recommendations. In the context of a body of best practices human factor enablers and the level of interoperability, user support and knowledge transfer offered by 3G-compatible products throughout the most relevant phases os use (addressed through a product/use lifecycle pe
45、rspective) were examined, discussed and concluded. 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 reference may be made only to a comple
46、te 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 are not found to be publicly available
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49、links 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, 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 references The following referenced documents are not essential to the use of the present document but they assist the user with
