Post on 22-May-2015
transcript
2006-10-27 ASK-IT Conference 1
User Experience Design Guidelines for Telecare Services:
Focus on trust, usability and accessibility
Alejandro Rodriguez-Ascaso, Bruno von Niman, Torbjørn Sund, Steve Brown
Team leader: Bruno von Nimanbruno@vonniman.com
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Bob
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Bob Eva
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Health & Social care models
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Support Ratio 1 UK Long TermHealthcare Cost 2
1. Office for National Statistics, 2002.2. Royal Commission Report into Long Term Care, 1999.
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Telecare is…
ICT-enabled delivery of health and social care services to individuals within the home or a wider area, involving clients, carers and coordination agents.
A Business-to-Consumer (B2C) service model, including: information and communication services; safety and security monitoring; personal monitoring; electronic assistive technologies.
NOT telemedicine, a service offered to and used by healthcare professionals! a Business- to-Business (B2B) service model
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Rationale for our work
Telecare must move from the research phase to the commercial phase / real world, considering Human Factors:
A user centred approach is required!
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ETSI activities in Telecare ETSI Technical Report:
Title: Telecare services; Issues and recommendations for user
aspects
Objective: To “set the scene” so that that human factors aspects
are duly considered in Telecare
Available at:
http://portal.etsi.org/stfs/STF_HomePages/STF264/STF264.asp
Contents:
• Introduction to telecare
• Characteristics of telecare solutions
• Drivers, enablers and obstacles
• Stakeholders’ requirements and goals
• Human Factors recommendations for telecare solutions
• Conclusions and recommendations
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ETSI activities in Telecare
ETSI Guide (under development): Title: User experience guidelines; Telecare services (e-Health)
Objective: human factors and user experience design guidelines
for every lifecycle stage of Telecare
Started: February, 2006
To be finished by: End of 2007
Information:
http://portal.etsi.org/stfs/STF_HomePages/STF299/STF299.asp
http://stf299.org
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Approach and structure
Our approach:
• Confidentiality and privacy;• Legal aspects;• Availability and privacy;• Integrity;• Safety.
• Installation, setup, configuration and maintenance;• User interaction;• Localisations and customisation;• Service and system aspects;• Organisational aspects;• User education;• Interoperability;• Development process and testing.
Trust
Usability
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Approach and structure
Hybrid approach:• Confidentiality and privacy;• Legal aspects;• Availability and privacy;• Integrity;• Safety.
• Installation, setup, configuration and maintenance;• User interaction;• Localisations and customisation;• Service and system aspects;• Organisational aspects;• User education;• Interoperability;• Development process and testing.
Research Development Manufacturing Service provision
Trust
Usability
Generic
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Approach and structure
Hybrid approach:• Confidentiality and privacy;• Legal aspects;• Availability and privacy;• Integrity;• Safety.
• Installation, setup, configuration and maintenance;• User interaction;• Localisations and customisation;• Service and system aspects;• Organisational aspects;• User education;• Interoperability;• Development process and testing.
Research Development Manufacturing Service provision
Trust
Usability
Generic
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Bob and his Mobile Telecare Assistant
Telecare network
Telecare network
Telecare service provider
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Bob and his Mobile Telecare Assistant
Telecare network
Telecare network
Telecare service provider
Ambulance
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Bob and his Mobile Telecare Assistant
Telecare network
Telecare network
Telecare service provider
Ambulance
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Bob and his Mobile Telecare Assistant
Telecare network
Telecare network
Telecare service provider
Ambulance
Cardiologist
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Guidelines: Installation, setup, configuration and maintenance
(INS-G) 1. Users should ideally not have to be exposed to any installation, setup, configuration and maintenance procedures.
(INS-G) 2. These processes should remain as transparent as possible, demanding minimal interaction from the user.
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Guidelines: Installation, setup, configuration and maintenance
Installation of the mobile phone software at the cardiology service of the hospital
Use will not involve cables, as phone-sensor link is wireless based
Every three months, a visit to the cardiology service for maintenance and supervision is scheduled
Telecare service provider
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Guidelines: User education
Bob and Eva received the necessary training at the cardiology service of the hospital, while the service was installed.
They received a detailed insight about the service’s functionality, reliability, international roaming features.
The whole process took less than half a day. There exists a 24 hours help-desk service available .
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Guidelines: Availability and reliability
(AVA-G) 1. Telecare systems should be designed and operated such that the availability of the service is appropriate to the needs of the end user, and provides an acceptable user experience.
(AVA-G) 2. Telecare systems should be designed and operated such that the reliability of the service is appropriate to the needs of the end user, and provides an acceptable user experience.
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Guidelines: Availability and reliability
Telecare network
Telecare network
HomeTelecare service providerCardiologist
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Guidelines: Availability and reliability
Telecare network
Telecare network
HomeTelecare service providerCardiologist
RoamingTelecare service provider
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Guidelines: Privacy and confidentiality
(PRV-G) 1. Clients have a right to control access to and disclosure of their own health information by giving withholding or withdrawing consent.
(PRV-G) 2. The telecare service provider then has a duty of confidentiality towards that client.
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Guidelines: Privacy and confidentiality
Telecare network
Telecare network
HomeTelecare service provider
RoamingTelecare service provider
Record
Log
Record
Log
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Guidelines: Privacy and confidentiality
Telecare network
Telecare network
HomeTelecare service provider
RoamingTelecare service provider
Record
Log
Record
Log
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Guidelines: User interaction
(ITR-G) 1. Users must be able to perceive the information presented by the Telecare equipment and services.
(ITR-G) 2. Users must be able to operate the Telecare equipment efficiently.
(ITR-G) 3. Telecare operation must be understandable by users.
(ITR-G) 4. Assistive technologies must be usable in conjunction with Telecare equipment. Users must be able to use the Telecare equipment either directly or by means of assistive technologies.
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Guidelines: User interaction
Simple activation of service request The service activation has to be very simple and intuitive,
and provide acoustic feedback.
Clear, visual-acoustic, notification of: Mobile phone is switched on/off Existence/non existence of cellular phone coverage. Progress report on the communication with the cardiology
service. Low battery in mobile phone or sensor.
Bob was happy to update to himself to the new smartphone, as it has been able to install a screen reader to have access to all its functionalities
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Guidelines: Legal aspects
(LEG-G) 1. Stakeholders should respect European and national laws regarding the development and provision of telecare services and the equipment used to support those services.
(LEG-G) 2. Stakeholders should understand the liabilities associated with developing or providing telecare services and implement procedures to protect themselves and their clients.
(LEG-G) 3. Stakeholders should ensure that contracts exist between themselves at every stage of the telecare lifecycle and that these contracts clearly state the contractual undertakings.
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Guidelines: Legal aspects
Telecare network
Telecare network
HomeTelecare service provider
RoamingTelecare service provider
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Thank you!
Your input and comments are WELCOME!
For more information:
http://portal.etsi.org/stfs/STF_HomePages/STF299/STF299.asp
http://stf299.org
To work with us:bruno@vonniman.com
(STF Leader)