1、ETSI TR 103 077 1.1.1 (2002-11) Technical Repor U n ive rsal Com m u n cat ions I dent if er (U C I); Maximizing the usability of UCI based systems 2 ETSI TR 103 077 VI .I .I (2002-1 1) Reference DTR/HF-00036 Keywords ID, UCI ETSI 650 Route des Lucioles F-O6921 Sophia Antipolis Cedex - FRANCE Tel.:
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7、 and of the 3GPP Organizational Partners. ETSI 3 ETSI TR 103 077 VI .I .I (2002-1 1) Contents Intellectual Property Rights . .7 Foreword . 7 Introduction . .7 1 2 3 3.1 3.2 4 4.1 4.2 4.3 4.4 5 5.1 5.2 5.2.1 5.2.2 5.3 5.3.1 5.3.2 5.3.3 5.4 5.5 5.5.1 5.5.2 5.5.2.1 5.5.2.2 5.5.2.3 5.5.2.4 5.6 5.7 5.8 5
8、.8.1 5.8.2 5.9 5.10 5.11 6 6.1 6.2 6.2.1 6.2.2 6.2.3 6.3 6.3.1 6.3.2 6.4 6.4.1 6.4.2 6.4.3 I 1 Scope 8 ieferences . .8 lefinitions and abbreviations. . .9 Definitions 9 Abbreviations . 10 3ackground 1 O The Universal Communications Identifier (UCI) 11 The Personal User Agent (PUA) . 11 The Service A
9、gent (SA) 11 The UCI in operation . 12 Usability . . Presentation of fee ormation . System response time . Match between system aiid the real world . There is always a model Using the users vocabulary . User interface models and metaphors User control and freedom Consistency and standards. The conce
10、pt of the “generic control procedure“ . The format of the “generic control procedure“ . Jsability principles . .12 12 13 13 14 15 15 15 15 16 17 . 17 dures 17 17 18 20 tion 20 . . .20 Recognition rather than recall . 21 Flexibility and efficiency of use . . 21 Why flexibility and efficiency? . 21 De
11、faults. . 21 Aesthetic and minimalist design . . 21 Help users recognize, diagnose, and recover from errors . .22 Help and documentation . .22 Presentation of the UCI elements .22 22 Background . 22 The UCI system . . . .22 . . .23 n . .24 . .24 . . .24 . 26 aper 26 Indicating the presence of a UCI
12、. . .27 UCI elements for presentation . 27 Other information . 27 Visibility of system st . . The effect of terminal and connection technology on presentation . Pre 6.4.3.1 Services available 27 ETSI 4 ETSI TR 103 077 VI .I .I (2002-1 1) .27 . 28 6.4.3.2 Charging . 6.4.3.3 Location . 7 7.1 7.2 7.2.1
13、 7.2.2 7.2.3 7.2.4 7.2.5 7.2.6 7.3 7.3.1 7.3.2 7.3.3 7.3.4 7.3.5 7.3.6 7.3.7 7.4 7.4.1 7.4.2 7.5 7.5.1 7.5.2 7.5.3 7.6 7.7 7.8 7.9 7.9.1 8 8.1 8.2 8.2.1 8.2.2 8.2.3 8.2.4 8.2.5 8.3 8.3.1 8.3.2 8.3.3 8.3.4 8.3.5 8.3.6 8.3.7 8.4 8.5 8.6 9 9.1 10 10.1 10.2 10.3 10.4 10.5 Management of the PUA profile .
14、 .28 Introduction . . PUA profile . . PUA base-profile . . PUA sub-profile. . PUA profile creation and modification. . Offline PUA profile management Availability . . Usability issues associated with management of PUA profiles . Rules Creation and modification of rule Activatioddeactivation of rules
15、 . Precedence of rules Rule conflicts and side-effects . Service/feature interaction Rule effectiveness. . Usability issues associated with c dification of rules Objects and settings . Object descriptions aiid concepts. Usability issues associated with objects and settings. . 33 .33 User roles . . .
16、 33 UCI/PUA user . . 34 PUA administrator . . 34 . 34 Interaction with other . 34 . 35 Tools . . 35 Usability issues relate Change of PUA provide Proximity of control . Usability issues re1 ty of control . 35 Address book management . .36 . 36 . 36 . 36 . 36 . 36 . 37 . 37 . 37 . 38 . 38 . 38 ModiSl
17、 . . 39 Copy/move entry . . 39 Group and arrange . . . 39 Search . . 39 Send . Possible indications in . 40 . 40 Populating the address book . . 41 Usability issues associated with address books . Usability issues associated with logs. The function of the address book Content of the address book Min
18、imum content address book records Additional content of address boo Shared address books . Automated housekeeping . Synchronization of distributed address books . Operations on address books . Add Remove . . Log management . .4 1 . 41 Privacy .42 . .42 . .42 . .42 .42 . The role of the UCI in custom
19、izing privacy Two approaches to control of privacy 43 Control of UCI release. .43 10.5.1 ETSI 5 ETSI TR 103 077 VI .I .I (2002-1 1) 10.5.2 10.6 10.6.1 10.6.2 10.6.3 10.6.4 10.6.5 10.6.6 10.6.7 Control of incoming communications . Usability issues associated with privacy Achieving a desired privacy l
20、evel . A privacy model . Transfer (UCIs b ed to a third party) . Feedback of privacy level to the enquirer . UCI searches by “unknown“ enquirers . Withholding a UCI . Dealing with differ s .47 .44 . 45 45 .45 .46 . .46 .47 .47 11 Security . 47 .47 11.1 Security and UCI . 48 11.2 Security mechanisms
21、. 48 11.3 Person-to-person communica . 49 11.4 The current situation . . 49 11.4.1 Authentication . . 49 1 1.4.2 Verification . . 49 11.5 UCI systems . .49 11.5.1 Registration . . 50 11.5.2 Verification . 1 1.6 Usability issues associated . 50 . 50 11.6.1 Usability and security . 50 11.6.2 Registrat
22、ion and authenticity Communications session control 50 12 12.1 12.2 12.2.1 12.2.2 12.3 12.3.1 12.3.2 12.3.3 12.3.4 Void. . Single PUA . Incoming communications. . Outgoing communications . . Incoming communications. . Outgoing communications. . Usability issues associated with multiple PUAS More tha
23、n one PUA . . Interchange of data between PUAS associa e same person 13 Other issues . .54 13.1 Internationalization . . .54 13.2 Accessibility . 55 13.3 Charging and billing . 55 Scenarios illustrating usability issues 56 Mobile worker scenario 56 A.1.2 Scenario description . 56 A.2 Home scenario.
24、.57 A.2.2 Scenario description . . 57 A.3 Tennis Club scenario 59 A.3.1 Key UCI capabilities illustrated by this scenario . A.3.2 Scenario description . A.4 A.4.1 . Annex A: A. 1 A. 1.1 Key UCI capabilities illustrated by this scenario . 56 A.2.1 Key UCI capabilities illustrated by this scenario . .
25、 57 59 60 Multiple role scenario . 60 A.4.2 Scenario description . 61 A.5 PUA acting as a personal assistant scenario .62 A.5.1 Key UCI capabilities illustrated by this scenario A.5.2 Scenario description A.6 Corporate scenario 64 A.6.1 Key UCI capabilities illustrated by this scenario . A.6.2 Scena
26、rio description . Key UCI capabilities illustrated by this scenario . 60 . 62 . 63 64 65 ETSI 6 ETSI TR 103 077 VI .I .I (2002-1 1) Annex B: B. 1 B. 1.2 User requirements for communications systems 66 Notes relating to the user requirements . .66 B. 1.1 Origin of the user requirements . 66 Assumptio
27、ns concerning the Universal Communications Identifier . .66 B. 1.3 Dependencies and conflicts . 66 B.2 Generic requirements . 66 B.2.1 Unif$ng the control of communications 66 B.2.3 Increasing the options available to 67 B.2.4 Increasing the options available to the recipient . .67 B.2.6 Maintaining
28、 backward compatibility 68 B.2.7 Trust in the system . 68 B.2.8 Appropriate level of privacy . 68 B.3 Human factors requirements . .68 B.3.1 System performance . 68 B.3.2 Ease of use 69 B.3.3 Generic control procedures. 69 B.3.4 Providing feedback to the user . 69 B.3.5 Standardization of symbols, i
29、cons and pictograms . 70 B.3.6 Accessibility . 70 History . .7 1 B.2.2 Seamless communication across n . .67 B.2.5 Dealing with communications conflict d recipient .67 . ETSI 7 ETSI TR 103 077 VI .I .I (2002-1 1) Intellectual Property Rights IPRs essential or potentially essential to the present doc
30、ument 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 O00 314: “Intellectual Property Rights (7PRs); Essential, orpotentially Essential, IPRs notlJied to ETSI in respect of
31、ETSI standards“, which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web server (5). 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 referenced
32、in ETSI SR O00 3 14 (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 Technical Committee Human Factors (HF). I n t rod uct ion The need for a single identifier to cover a rang
33、e of communications services has long been acknowledged and many proposals, albeit less ambitious than the Universal Communications Identifier (UCI), have been defined and even field-trialled. No approach so far could be described as an unqualified success and, almost, without exception, that lack o
34、f success has been due in some measure to usability issues. In the past these systems have either been too difficult to use or so intrusive and time consuming that users perceived insufficient benefit to encourage them to take up these services. People now tend to communicate more often and using a
35、wider range of methods (e.g. mobile phones and several email accounts) and hence the need for services to manage personal communications has increased. The approach to speciSling the Universal Communications Identifier UCI has been different from any other. Firstly, it is a truly universal identifie
36、r covering ALL communications services (including email) not just telecommunications services. Secondly, the UCI has been defined with continual reference to a precise set of user requirements (see annex B) relating to the management of personal communications. This approach is described in EG 201 9
37、40 i. To achieve its full potential the UCI needs to operate within an architecture capable of supporting the concept of personal control of communication and this is described in EG 202 067 2. With the advent of new architectures and services, users can define precisely under what circumstances and
38、 with whom they are prepared to communicate. One of the biggest selling points of the UCI system is the capability of increasing the users control over their communications, incoming and outgoing. With an increase in the capability to speciSl customized communications management comes an inevitable
39、increase in complexity of the user interface to implement and oversee that capability. The purpose of the present document is to build on the work done in 11 and 2 and to define and analyse the user tasks inherent in implementing a UCI based communications architecture and to highlight usability iss
40、ues. Future guidelines will then use the analysis included in the present document, taking the defined task elements, applying usability best practice and recommending areas for usability guidelines where appropriate. Adoption of these recommendations will mean that the chances of successful impleme
41、ntation and uptake of UCI based communications will be maximized. ETSI 8 ETSI TR 103 077 VI .I .I (2002-1 1) 1 Scope The present document will expand on the issues relating to usability already identified in the following two documents, EG 201 940 i and EG 202 067 2, which identified the critical im
42、portance of the usability issues associated with Universal Communications Identifier (UCI) systems. The present document identifies usability best practice relating to communication services and then considers the implications of applying such best practice to the user tasks necessary for implementa
43、tion of UCI based services whilst still meeting the relevant User Requirements defined in EG 201 940 i (and summarized in annex B). The present document suggests which of these issues are suitable for expansion into guidelines. Other areas which require further investigation, before guidelines are p
44、roduced, are highlighted in the relevant clause of the present document. Further illustration of some of the usability issues associated with UCI is raised in annex A. Annex A takes the 6 scenarios that are contained in EG 202 067 2 and uses them to highlight potential usability issues associated wi
45、th UCI. Issues raised in annex A are discussed further in the body of this present document. It is intended that the present document together with the future guidelines, will provide information and guidance for: terminal and service designers (telecommunications and IT); service providers (telecom
46、munication and IT); designers of external tools (e.g. calendar, address book) that may be used in a UCI context; user groups; other Technical Committees within ETSI. 2 Re fe re nces For the purposes of this Technical Report, the following references apply: il 21 ETSI EG 201 940: “Human Factors (HF);
47、 User Identification solutions in converging networks“. ETSI EG 202 067: “Universal Communications Identifier (UCI); System framework“. 31 ETSI EG 202 116: “Human Factors (HF); Guidelines for ICT products and services; “Design for All“. 41 “Interview: Ben Shneiderman and Allison Druin“, Elizabeth Dy
48、kstra-Erickson, pp. 59 to 65, interactions, Volume 7, Issue 2, March-April 2000, ACM Press, New York, NY, USA (see lit tp :/portai. acni.ordci tation. cm?doid=3 3067 8 .3 3 0 80 8). “Technics and Civilization“, Lewis Mumford; June 1984, Peter Smith Pub; ISBN: 0844661 155. 51 61 Nielsen, J. (1994): “
49、Heuristic evaluation“, In Nielsen, J., and Mack, R.L. (Eds.), Usability Inspection Methods, John Wiley and Sons, New York, NY (see http : :/wmv.usci t. coni/i akoblinsuectbook.hrni). 91 Sullivan, Louis H: “The tall office building artistically considered“, Lippincotts Magazine, March 1 896 (see Inttp:/www.ii it.edibrarsrlarchiib/pu-doinain:sklliivan- 1 896-taii-bldto.liti). Marcus, Aaron: “Metaphors and user interfaces in the 21st Century“; pp. 7 to 10, interactions, Volume 9, Issue 2, March 2002, ACM Press, New York, NY, USA (see
