May 4-5, 2006BenQ Mobile, Munich, Germany1 Rationale for minimum standards in set-up procedures Failure to set up successfully mobile devices and services

May 4-5, 2006 BenQ Mobile, Munich, Germany 1

Rationale for minimum standards in set-up procedures

Failure to set up successfully mobile devices and services leads to low or no service uptake, decreased trust in manufacturer and service provider

Mobile devices and services are complex and abstract, and cannot always be pre-installed by the manufacturer

Trends that underline the importance of the issue: Changing population demographics; Population mobility; Increasing user expectations; The deployment of advanced social services; Access to services by all; Increasing variability in the segmentation of customers.


Areas covered: set-up procedures

Importance of set up procedures

Previous work Initial set up and product

replacement Life cycle, user activity

and context of usage Use cases for set-up

activities

Generic set-up guidelines Terminal-specific set-up

guidelines e-service-specific set-up

guidelines Set-up procedures and

design for all Development and

evaluation of set-up procedures


Draft ETSI Guide: Setup Procedure Design Guidelines for

Mobile Terminals and e-services

The complexity of mobile services and devices creates a digital divide between users with the ability to use new services and those who do not know how to get access to these services

Goals: Support service and device designers through user

interface design guidelines for the development of appropriate setup procedures;

Enable all users to access mobile services through their devices;

Overcome the hurdle to using remote services for first-time users with limited capabilities.


Our approach: from use cases to guidelines

Use cases provide a common non-technical language for investigating user activities and their relation to system behaviors

From these use cases we develop user interface design guidelines for the development of appropriate procedures and interfaces

These guideline are categorized into main “themes”: major principles for the user interface design of setup procedures

Strive for completeness through a comprehensive set of use cases which cover all major aspects of setup procedures


Setup activity framework

The Life-cycle of device/service usage: A new service or device is first put into

use, during standard usage, or at the end of its lifetime when the device

or service is replaced by a successor. The Types of User Activities: High-level

setup activities are considered in the following areas: Communication, Fun/Filling Grey-Time, M-Commerce, Content Gathering/Browsing, Personalisation, and Synchronisation/Update.

The Context of Usage: Key aspects of context are: the User (personas can be used to

address needs of special user groups) , Mobility (walking or standing, static but

in transit (e.g. in a train), static with/without laptop (e.g. in the kitchen)).

To ensure that our use cases cover all relevant aspects of setup activities, we classify them using a three-dimensional framework:


Example use cases

Personalization: PETER WANTS TO GET THE SAME SETTINGS (SKINS, MUSIC, RINGER TONES etc.) THAT HE HAS ON HIS OLD PHONE ON A NEW PHONE BOUGHT IN SPAIN Peter is a retired UK inhabitant, living in Spain, with PC available

Synch/Update: BRUNO WOULD LIKE TO ACTIVATE A NEW SERVICE (COST-OPTIMIZED GPRS-ROAMING) AND DISABLE THE PREDECESSOR Bruno is a deaf power-user

M-Commerce: JOHANNA WANTS TO UPDATE CREDIT CARD INFORMATION AT HER FAVORITE ON-LINE STORE Johanna is a female adult

Communication: WHILE COMMUTING TO SCHOOL LEA WANTS TO SEND AN MMS BUT CANNOT SEND THE MESSAGE Lea is a high-school student

Sync/Update: PETER HAS LOST HIS PHONE AND NEEDS TO RECOVER HIS PERSONAL INFORMATION ONTO A NEW DEVICE. ALSO, HE WANTS TO PROTECT HIS INFORMATION ON THE LOST PHONE Peter is a male adult


Use case template

Based on Cockburn (1997) Use case describes a high-

level set-up activity to be achieved

Variations/extensions explore problems during set-up

Guidelines generated from problem solutions

Solutions are near-term

USE CASE 1A setup goal

Goal in Context User, Life-Cycle, Activity

Scope & Level NA

Preconditions Assumptions?

Success End Condition

When is goal accomplished?

Failed End Condition When is goal not accomplished?

Primary, Secondary Actors

User and others?

Trigger What starts the use case?

DESCRIPTION Step Action

(Main success scenario)

1..x Ideal set-up solution

EXTENSIONS in user actions

Alternative sub-steps

Branching Action. These are also potential user eroors.

(Potential problem and error cases)

1..X

VARIATIONS in the phone states and behaviour

Alternative sub-steps

Branching Action. These are also potential system


Example use case (1)

PETER WANTS TO GET THE SAME SETTINGS (SKINS, MUSIC, RINGER TONES etc.) THAT HE HAS ON HIS OLD PHONE ON A NEW PHONE BOUGHT IN SPAIN Peter is English and has

retired to Spain. He has a PC available

USE CASE

Data transfer between phones in second country.

Goal in Context

Life-Cycle: Initial useActivity: Synchronisation: Copy content from old phone to new phone provided by an operator in another country for initial use. Context: User is 65 years old with slight visual impairment. User is at home seated in living room. PC access is possible. Prefers guided instructions.

Scope & Level Device configuration for initial use.

Preconditions User has access to old phone. User has backed-up data on his home network due to reminders from UI avatar in his old phone. User is aware that back-up is possible

Success End Condition

All required data is copied onto the new phone.

Failed End Condition

No data is copied onto new phone.

Primary, Secondary Actors

User, new phone, old phone, PC

Trigger New phone has been bought in Spain



The ideal flow (Main success scenario)

1 User accesses Spanish operator WAP portal using new phone

2 User enters user name and password in “back-up” page

3 User navigates to last back-up that they made on their home network.

4 User activates back-up from network to new phone

5 All content appears on new phone.



Extensions : alternative sub-flows or user problem sub-flows

EXTENSIONS in user actions

Branching Action. These are also potential problem and error cases

(Potential problem and error cases)

1 Alternative: Rather than WAP, user activates preloaded back-up management application. The application accesses the network.

1.1 User does not know WAP address for operator portal

2.1 User has forgotten user name and/or password

2.2 User advised he incorrectly entered name/password

3.1 User has trouble navigating due to small text and ambiguous labelling of menu options.



Variations : device/service/network problem sub-flows

VARIATIONS in the phone states and behaviour

Branching Action. These are also potential problem and error cases

1.0 The device is set to Spanish language

1.1 WAP is not configured correctly and connection to network server is refused.

1.2 User uses PC to navigate to operator portal

2.1 User account is not recognised (because it is in the UK) and user is asked to re-enter password

3.1 Latest back-up is not shown

4.0 New phone is not compatible with backed-up data

4.1 Phone battery is spent during back-up

4.2 User receives a call during back-up

4.3 Phone loses coverage during back-up as peter walks into the garden

5.0 Back-up is partially completed


Use cases to explore (1)

“Filling grey-time” DIRK (20) IS MAKING AN MMS OF VIDEO AND AUDIO TO SEND TO A V-JAYING COMPETITION BUT HE DOESN’T HAVE “RIGHTS” TO USE THE CONTENT ON HIS PHONE (student) DOMEK (30) WANTS TO UPDATE A TRIAL VERSION OF A GAME THAT WAS PREINSTALLED ON HIS HANDSET (freelance designer) TIBO (45) WANTS LESS REGULAR WEATHER UPDATES ON THE “LIVE CONTENT” AREA OF HIS HOME SCREEN (keen hiker)



“Browsing for content” BRUNO (45) HAS JUST UPGRADED HIS HANDSET AND WANTS TO SEE HOW THE LATEST F1 GAME FROM HIS FAVOURITE GAMES PORTAL LOOKS ON THE NEW HANDSET (manager) SOPHIE (37) WANTS TO CHANGE HER WAP HOME PAGE AND STORE A FAVOURITE MEDIA SITE THAT SHE IS CURRENTLY VIEWING (journalist) RICCARDO (55) HAS HEARD THAT MOBILE TRANSACTIONS ARE NOT SECURE AND WANTS TO UPGRADE THE SECURITY SETTING OF HIS BROWSER (bank employee)



“Synchronisation/ update” TASMIN (50) HAS JUST RECEIVED AN AUTOMATIC OTA UPDATE OF HER CONTACTS APPLICATION THAT SHE DOESNT LIKE. SHE WANTS TO RETURN TO HOW THINGS WERE BEFORE THE UPDATE (personal recruiter with visual problems)

“Personalisation” MARCO (40) WOULD LIKE TO CHANGE THE GREETING ON HIS NETWORK VOICEMAIL. HE WOULD LIKE TO USE AN AMUSING MP3 FILE THAT HE SON HAS DOWNLOADED ONTO HIS PHONE (construction worker)


Main UI principles for device and service setup UIs

Leave the control of the setup process with the user Automate the setup process as far as possible Keep the configuration at a minimum number of steps Always keep necessary addresses for

help/information Provide all necessary information to the user Provide all configuration information in the user's

native or other preferred language Provide all configuration information in the user’s

vocabulary Use existing standards and guidelines Design for different abilities and know-how


Leave the control of the setup process with the user

Always allow for interrupts from the user (Cancel button) “Always allow a way out, but make it easier to stay in”

Provide "back", "next", "cancel", and "finish" as well as "help" controls

Indicate the progress of the configuration procedure to the user

Make actions reversible, allow for human error Navigation should be under user control throughout

the configuration procedure



If the configuration procedure fails or is aborted the state of the terminal should revert to that previous to the start of the configuration procedure. The user should be informed on how to proceed in order to complete the configuration

If a service recognizes that it is not configured properly it should inform the user and initiate the setup process if requested



Success or failure for each setup step should be communicated to the user. Steps to correct the failure should be communicated as well

During the transfer of setup information from one device to another non-optimal transfer should require confirmation by the user

Transfer of setup information from one device to a second device should not modify the contents on the first device. (Attention: license information may be a problem) Any modification on the source device should be confirmed by the user

As far as possible, avoid forcing the user to input entries for settings. Provide appropriate default entries for settings


Automate as far as possible

Pre-configuration is the preferred solution for configuration of terminal and service access

If pre-configuration cannot be achieved, some means of guided configuration should be provided, taking into consideration the needs of all users (including elderly or disabled users)

Provide means for guided and/or manual configuration in the terminal, if pre-configuration cannot be achieved

Subsequent updates of settings, e.g. OTA, should provide the default entries for terminal or service resets



It should be possible to return to an interrupted setup procedure without loss of earlier input

A service/device should be usable with minimum setup/come preconfigured with place-holder values like e.g. “greeting message”



Use the language selected for the phone as a default for configuration of services

A service should be able to control/correct its configuration on the user’s device without user intervention, as long as there is no cost implication

Basic setup should be available OTA e.g. by sending a short message to a service centre, which automatically configures the service and the device settings


Keep configuration at a minimum number of steps

Don’t ask for unnecessary confirmations Don’t provide extraneous information during the

setup process Avoid disturbances during setup wherever possible Provide auto-completion where appropriate; allow

disabling of this feature under user-control If a service is unavailable due to other reasons (e.g.

network not available, service not configured for roaming while user is abroad) the user should get a correct indication of the reason for failure


Keep necessary addresses for help/information

Provide simple access to call-centres or to detailed information during setup processes

Links to information and information in the service/device should be kept up-to-date during the lifetime of a device/service

Relevant information on how to deal with for worst-case scenarios (e.g. lost or stolen phone) should be available (on the service provider side)


Keep necessary addresses for help/information

As a fallback solution a service phone number should be available through which the configuration can be initiated from a call centre

Each service provider should provide a manual, face to face channel to modify sensitive data details in the event of failure of the automated process

Operator-specific service information should be provided directly in the handset, including the means to control the service


Provide all necessary information to the user

Provide a clear description of what equipment and information the user needs to have ready to hand during the configuration procedure, and if necessary, how to obtain it

Convey what settings need to be configured and what effect configuring a setting will have by providing natural entry points into the configuration procedure

Indicate the progress of the configuration procedure to the user

Success or failure for each setup step should be communicated to the user. Steps to correct the failure should be communicated as well



Provide clear indication and differentiation of what the setting is and what the actual entry of the setting is

Provide clear instructions on what type of information is required at each step of the configuration procedure. Provide illustrative examples

Provide examples of the correct format for the required setting entries and support for handling the formats

Provide information to the user on which settings are pre-configured

Provide a clear overview of the steps of the configuration sequence



Provide a logical and consistent order to the configuration procedure. Provide information on how to change settings later

Provide clear feedback when the configuration procedure ends

Only provide steps that involve instructions, choices or feedback relevant to the configuration procedure. All other steps are redundant

Exploration: users should have easy access to all features that can be configured Where possible these features should be related to the user’s

experience, know -ow, environment, preferences, and location

Cost consequences should be shown to the user



The user interface should communicate if the configuration is related to a remote or a local feature

During the transfer of setup information/contents from one device to another, steps that cannot be completed or are completed in a non-optimal way need to be signalled to the user

Pending automated registration should be communicated to the user

If a service is unavailable due to the unavailability of underlying network services this should be clearly indicated to the user to prevent frustrating configuration attempts or un-intended reconfiguration of the requested service



Reasons for unavailability of services should be clearly indicated If a setup-action has not been successful the device should

inform the user as to why the action has not been carried out. State of the system must be clear to the user and should be communicated to the user

Information should be provided on authentication and authorisation

Where common services are provided on web/WAP these services should be indicated (space permitting)

Changes impacting the service should be indicated to the user; if they necessitate reconfiguration

If a service can be activated and deactivated through several channels, the result should be the same (and the information channels should interoperate)


Provide all configuration information in the user's native or other preferred language

Option to explicitly select a preferred language should be part of every setup process

The language of the device can be a good default for the service setup language

Users should be prompted to select their ideal language when using a new device


Provide all configuration information in the user’s vocabulary

Do not display machine code error messages Where necessary, provide explanations of concepts

that need to be understood by the user during configuration

Provide consistent terminology across all sources of configuration information

Avoid giving unnecessary information to the user As far as possible, hide technical concepts that the

user does not need to understand during configuration

Help information is required for each entry in the MMS configuration as most parameters are not self-explanatory


Allow for human error

Provide error handling to prevent a change of setting entries, preventing access to basic services

If the user is permitted to change the setting entries, resetting the terminal to factory settings should present the user with a choice of whether to keep or reset the current settings for terminal and service access

Error messages should include information on how to correct errors, e.g. in case of server unavailability: “Please control the server setting on your device by

sending an empty SMS to phone number xxxx. Follow the instructions after the receipt of the return SMS. If your settings are correct, please retry to send your message. If this fails again, the server may unavailable. Please retry after 15 minutes or call xxx for further support”


Allow access to setup-information during setup-procedures

Access to the main menu of the device should be possible during OTA setup procedures

The user should have access to device information pertinent to setup processes for services Phone model and serial number Username/Password IMEI Software version Possibly Hardware version Subscription details (services subscribed)


Use existing standards and guidelines

The most recent versions of management protocols and mechanisms, as specified in OMA working documents and reference specifications (see bibliography), with corresponding UI elements, are the recommended, generic technical solution for configuration for terminal and service access

Follow customer/service provider specific guidelines Guidelines for changing modalities/ use of applicable

modalities, see reference [11] in the draft EG Setup dialogs are user-machine interactions: if style guides

exist in the environment, use them! Refer to outcome of the Multi-cultural STF, when available There should be consistency between device, bearer (e.g.

MMS), and service (e.g. “ticketing”) setup procedures


Design for differing user abilities or know how

Multimodal interaction should be used wherever possible; as a fallback access to a personal call-center support is strongly advised

Reminders with easy access to a setup-dialog are helpful for first-time users of a service.

An option to use a large font should be provided. The user preference for detailed or short feedback,

wizards and other guided procedures should be considered (even if setup is automated the activities carried out in each automated setup may be required by the user).

Feedback to the user should be confirmed to the user in the preferred way


Terminal-specific setup guidelines

Provide consistent and coherent categories of settings

Easy back-up method should be available, and user should be encouraged back-up phone data frequently.

The result of back-up should be confirmed The reason and importance of back-up should be

explained to the user Simple guidance and support for first back-up should

be available. Especially problem solving for handling data and phone incompatibilities should be supported

The result of restore should be confirmed. All device internal settings should be preset by the

device manufacturer (with the option of modification by the service provider)



While the initial configuration over a web site using a PC may be the preferred option it must be possible to initiate a configuration attempt from the device itself.

The back-up summary/history displayed in the user interface should indicate where the backed-up data is and exactly what was backed-up (those elements that could not be backed-up should be shown)

The time since the last back-up should be available in the user interface

Objects that can be backed up, e.g. images/music should have “last backed-up” and “location” information associated with them This could be presented in text form (Date), iconic form

(location) or by using other display characteristics such as colour (to show age)



If a back-up process is interrupted by an external event or the user, some indication should remain in the user interface that back is still in progress or that it has terminated with failure

Prompts reminding users to back-up should be unobtrusive and not interrupt task flow (unless a back-up has not been made for a long (user/operator defined) time)

Instructions on recovery of back-ups should be available at time of back-up and should be associated with content that may be backed up (rather than being in a sync or back-up menu)



If basic back-up setup is not complete on the device, the user should be notified as soon as possible. In order to complete back-up the user should be directed to Web, IVR or human customer service agents

Users should be prompted to make periodic back-ups to network, PC, memory card etc.

If approved by the user, the back-up process should be automatic based on pre-configuration / user configuration

The first step in the recovery/setup process should be to inform the user if their phone is compatible with the backed-up data. In addition, the data elements which can and cannot be

backed-up should be represented; Where possible reasons should be given for those elements

which cannot be backed-up.



During the back-up process, users should be allowed to modify the available locations for back-up, e.g. PC, network, external memory card

The user should be able to view a back-up history and location on their device without being connected to the network

Labelling of menu items should clearly describe their contents (pre-design labelling studies may be required for abstract functions such as synchronisation/back-up

The information that is needed in a lost-phone situation should be available easily

User should have easy-to-find and easy-to-access guidance for actions in a lost-phone situation



Simple guidance and support for first back-up should be available

Simple guidance and support for restore should be available. Especially problem solving for handling data and phone incompatibilities should be supported

The result of restore actions should be confirmed. A wireless method for protecting the content of lost

phone should be available A wireless method for backing-up the content of lost

phone should be available


e-service specific setup guidelines

The user should be informed at an appropriate level and through appropriate channels of the costs connected to the service to be configured

Clearly describe the means by which the setting entries will be delivered to the terminal, e.g. via SMS.

For remote configuration via a web site, provide a "send" control with instructions to confirm that the terminal is switched on

No automatic reconfiguration if cost issues are relevant

A wireless method for protecting the content of a lost phone should be available

A wireless method for backing-up the content of a lost phone should be available



If a service is not properly configured (e.g. missing service provider phone number) the device should inform the user or try to reconfigure before attempting to access the service (cost savings).

Each service provider should provide an interface through which the user can select OTA configuration for all subscribed services

Service providers should offer an SMS address which can be used to initiate re-configuration processes This number should be stored on the SIM; The configuration server should be able to handle all

necessary configuration processes required to make a service usable.



For personal “critical” information: If the modification action has not been successful the service provider should be informed and action should be taken to contact the user

The user should be made aware of where their personal details are stored and should be able to manage these personal details

The information provided about new services should be complete and accurate

When configuring a new service, the dependencies on other services should be indicated and explained to the user, preferably in a personalized way


Proposal for Part II of the Workshop

Open discussion on document structure Open discussion on existing guidelines

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Work in groups on three different use cases. Try to identify missing guidelines

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Summary and final discussion (Plenum)


“It’s all about the users, not the technology”

Tim Berners-Lee W3C 10th Anniversary

December 1st, 2004, Boston

Documents

May 4-5, 2006BenQ Mobile, Munich, Germany1 Rationale for minimum standards in set-up procedures Failure to set up successfully mobile devices and services