April 18, 2007Med-e-Tel 2007, Luxembourg ETSI Workshop 1 Making Telecare Services Trusted, Usable...

April 18, 2007 Med-e-Tel 2007, LuxembourgETSI Workshop

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Making Telecare Services Trusted, Usable and Accessible:

ETSI’s User Experience Design Guidelines for Telecare Services

Bruno von Niman ETSI STF 299 Leader

ETSI TC Human Factors Vice Chairman vonniman consulting and ITS (Sweden)

[email protected]

April 18, 2007Med-e-Tel 2007, Luxembourg

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What is ETSI?

A European standards organization Officially recognized by the EU & EFTA Setting globally-applicable standards for

Telecommunications, in general Radio communications, especially mobile Broadcasting, and Other, related topics

Active in all areas of ICT An independent, a non-profit organization,

created in 1988 Offering direct participation of all members More than 15,000 publications→ available for free!

http://www.etsi.orghttp://portal.etsi.org


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ETSI

The home of the GSM™ standards…

… and of a lot of others, e.g. ISDN, DECT, DAB, DVB …


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ETSI

……and a founding Partner in

The 3rd Generation Partnership Project


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Why standards?


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Standardization is

Load sharing

Cost saving

Interoperability

Close co-operation of competitors

Reduction of solutions to a minimum: preferably → one!

Creation of a critical mass

Bringing about economy of scale

A fight against technical barriers to trade

Enabling development and use of common infrastructures


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TC EEEnvironmental

Engineering

TC ERMEMC and

Radio Spectrum Matters

Status: 2006-04-28

TC HFHuman Factors

JTC BroadcastEBU/CENELEC/ETSI

ECMATC32Standardizing information &

communication systems

TC TISPANTelecoms & Internet

converged Services & Protocols for

Advanced Networks

TC SESSatellite Earth Stations

& Systems

TC MTSMethods for Testing &

Specification

TC ESIElectronic Signatures

& Infrastructures

TC TETRATerrestrial

Trunked RADIO

TC DECTDigital Enhanced

CordlessTelecommunication

Technical Committees

TC SCPSmart Card Platform

TC ATAccess and Terminals

TC MSGMobile Standards Group

TC RTRailway

Telecommunications

TC TMTransmission

and Multiplexing

TC LILawful Interception

TC PLTPowerLine

Telecommunications

TC SafetyTelecommunications

Equipment Safety

TC STQSpeech processing

Transmission & Quality

TC BRANBroadband Radio Access Networks

ETSI Project eHealth (new!)


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ETSI activities in e-Health

TC Human Factors: Active in eHealth since 2003 Focus onTelecare Technical Report (prestudy) TR 102 415: User aspects ETSI Guide (under development) DEG 202 487: User experience guidelines

ETSI Project eHealth Activities since 2006 Wider, ICT focus (ETSI Special Report SR 002 564 published) Following the recommendations of the eHealth Starter Group ETSI Project (EP) established

• first meeting held on April 12, 2007 Welcome to join and shape future standards! For more information, please

contact:Gaby LenhartETSI eHealth Project [email protected]


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Standards- starting with the user experience!


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ETSI TC Human Factors

Responsible for human factors in all areas of telecommunications and ICT

Responsibility to ensure ETSI takes account of the needs of all users

generic, older, young, disabled, etc. Produces standards, guidelines and Technical reports

that set the criteria necessary to ensure the best possible user experience

Chairman: Stephen Furner (BT, UK) Vice Chairmen: Bruno von Niman (ITS, Sweden)

Lutz Groh (Siemens AG, Germany)


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Human factors- a wide and complex area

Human factors of eHealth/ telecare involves: human confidence and decision making; user education; device setup, configuration, calibration and maintenance; data collection, transmission and communication with diagnostic

systems and carers; user procedures; cultural issues (e.g. use of language and illustrations); the organization of the care provisioning process; accessibility issues; usability aspects relating to the specifics of mobile environments;

Telecare services are used by young and older people, impaired, disabled or temporarily ill people should therefore be designed, deployed and maintained

thereafter!


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Demography changes

Western societies are aging 40% of the European population foreseen to be 65+ in 2051

Public health care spending is on the increase- OECD figures as % of GDP: 1970: 5 % 1990: 7% 2004: 8 % already exceeds 10 % in Germany, Sweden, Switzerland and the USA

OECD recommends actions including: the introduction of automated health‑data systems; strategies making use of new technologies; and improved quality of care through better information.

Better health care services are required on a global level Costs and expenses not allowed to continuously increase

without a collapse of the system in the aging Western world)


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Health & Social care models and costs

2.0

2.5

3.0

3.5

4.0

4.5

1995 2005 2015 2025 2035 2045 2055Year

Rat

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erso

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10

15

20

25

30

35

40

45

50

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Lo

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m H

ealt

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re C

ost

(£B

)

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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The “Usability Gap”

“Featurism” - product complexity increasing Range of ICT users broadening – children, older, disabled

people


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e-Health and Telecare services

Thanks to the smarter home, home help is required only twice a year… to adjust the clock!


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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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A historical perspective (pre-e-Infrastructures)

Medical care until the mid‑1900s provided by trained physicians in the client's home; family and neighbours acting as nursing and supportive staff

This healthcare model has changed dramatically Medical care is now care unit‑centric, requiring advanced equipment; A GP or MD's visit to the client's home has become an unusual service.

Telemedicine was introduced in the 1960s as isolated, stand alone efforts to overcome distances

Social care services supported by ICT since the 1990s Through call centre services, home equipment for social alarms, etc. Enabled by the underlying technology and availability of services .

The more widespread deployment of telecare was held back by the: lack of reliable telecommunication networks and devices; unavailability of hardware and software at reasonable costs; lack of on‑line connectivity; relatively stable demographics and lack of political support; lack of client trust, acceptability and client expectations and habits; resistance from healthcare professionals

• social patterns take generations to change


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A historical perspective: e-Infrastructures as enablers

Users were not ready yet, nor were the prerequisites technology, society, technical infrastructure, practitioners,

procedures, budgets, etc The proliferation of fixed and mobile broadband services (in

and outside the home) is opening up opportunities for convenient and reliable delivery of telecare services

Thereby- the demand for end user (client) centric human factors guidelines addressing design, development, deployment, use and

maintenance of telecare services is on the increase At present, demographic changes, limited resources, high

user expectations, globalization and technology are transforming medical and social care systems in many

countries


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Rationale for our work

Telecare must move from the research labs to the real world; technology is there; still need to consider:

Intuitive and simple user interfaces Reliability Security and privacy issues Interoperability Business models

A user centred approach is a pre-requisite to a successful uptake!


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ETSI TR 102 415 STF 264 “Telecare- user aspects”

Contribute to meeting the demand for care services enabled by narrow- and broadband, fixed and mobile technologies

Support EC policy framework give vulnerable customers greater access to an independent

life within the wider community; and reduce the need for institutional care.

Not exclusively services for older community members young people who need care at home, permanent heart monitor wearers, pregnant women, etc.

Identifies key issues, potential solutions, and provide recommendations for actions be taken in this area

Facilitate the development of European and international standards


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ETSI Draft EG 202 487 (STF299):“User experience guidelines for telecare

services”

New, follow-up work started in February 2006 Funded by EC, EFTA and ETSI ITS/vonniman consulting, BT, Telenor, AENOR/E.T.S.I./DIA/UNED Will develop an ETSI Guide EG, ready in September 2007

addressing a subset of previously mentioned issues providing guidelines for development and deployment

Published and freely available in December 2007 (matter of ETSI member’s approval)

Portal, Reference Group end email Newsletter http://portal.etsi.org/stfs/STF_HomePages/STF299/STF299.asp


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Life-cycles and stakeholders

Life-cycles phases: Research, Design and Development Service provisioning

Stakeholders: Users: Clients, carers (professional and informal) Care service providers Buyers and procurers Developers Communication access providers etc


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Guideline themes

Trust – trust is only established when the user believes issues relating to the security of information have been dealt with appropriately, and that the system can deliver what is expected of it.

User interaction - Interfaces should be designed with the needs of all end users in mind, requiring high degrees of flexibility and a sound knowledge of the end users abilities and preferences.

Service aspects – this theme is mainly concerned with the internal workings of the system developers and service providers, ensuring that any issues which might arise here are dealt with appropriately so that the service can be delivered.


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Approach and structure

Trust

1. Privacy and confidentiality;

2. Ethics;

3. Legal aspects;

4. Availability and reliability;

5. Integrity;

6. Safety. User interaction

1. Usability and accessibility;

2. Localization, customization and personalization;

3. User education. Service aspects

1. Organisational aspects;

2. Servicing and maintenance;

3. Interoperability and roaming;

4. Development process and testing.


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Guidelines across the innovation continuum and service lifecycle


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Join us at near-future events

Med-e-Tel 2007 Workshop in Luxembourg (April 18, 2007, http://www.medetel.lu/index.php)

DRT4ALL 2007 Workshop in Madrid, Spain (April 20, 2007, http://www.drt4all.org/drt/en/2007/)

HCI International 2007 Presentation and Poster (July 22- 27, Beijing, China, http://www.hcii2007.org/)

Electronic working- review of drafts

etc


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Future human factors issues to address

The need for an over-arching Telecare standard? Acceptability of telecare services

Non-intrusiveness Interoperability and portability between service providers Consistency of user interfaces between services Accessibility issues in more detail

embrace the design-for-all approach Complementary assistive technologies

User understanding and confidence in systems would a standards based approach help to eliminate misunderstanding?

Interoperability with other ICT devices and services adaptability between solutions for different chronic diseases; integrity of solutions within complex RF environments.

Addressing the needs of all user groups: older people, children, others as clients; carers needs across the age spectrum; coordinators needs.

Guidelines for usability testing etc

April 18, 2007 Med-e-Tel 2007, LuxembourgETSI Workshop

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Thank you!

Your input and comments are WELCOME!

For more information and the latest Draft ETSI Guide, see:

http://portal.etsi.org/STFs/HF/STF299.asp

To work with us:[email protected]

(STF Leader)

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April 18, 2007Med-e-Tel 2007, Luxembourg ETSI Workshop 1 Making Telecare Services Trusted, Usable...

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