QoE Aspects of NGN Services QoE Aspects of NGN Services

ETSI TC STQ Workshop on QoS / QoE / User experience Focusing on Speech / Multimedia Conference Tools

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September 21-22, 2010 – Sophia Antipolis, France

Jasmina Baraković, Himzo Bajrić, Nedžad RešidbegovićBH Telecom, Joint Stock Company, Sarajevo

Sarajevo, Bosnia and Herzegovina

Sabina BarakovićMinistry of Security of Bosnia and Herzegovina

Sarajevo, Bosnia and Herzegovina

AgendaAgenda

Introduction

Presentation OutlinePresentation Outline

QoE Dimensionsof NGN Services

Conclusion & Next Steps

QoE Measurement of NGN Services

IntroductionIntroduction

NGN Service Market TrendNGN Service Market Trend

Personalized Communication

Experience

User-Generated Media

154.8 (70%)115.7 (60%)

User-generated content consumers

User-generated content creators

20082013

Fixed/Mobile Network

Convergence

Internet & Multimedia

All-IP Network

Fixed & Mobile Broadband

•• 4 billion mobile phone subscriptions world wide by 2009• 6 billion mobile phone subscriptions world wide by 2013• 100 million out of 4 billion are connecting to mobile broadband

Source: GSMA, February 2009

Media

Mobility trendsand statistics

114.5 (51.8%)82.5 (42.8%)

User-generated content creators

Source: eMarketer, January 2009

Raising importance of QoERaising importance of QoE

● For whom is QoE important?● Network operators● Product manufacturers

(equipment and software)● Service providers

● QoE Definitions

● Most definitions are limited to describing QoE as subjective psychological measures.● ITU-T P.10/G. 100, ITU-T E.100

QoE: Drivers and BenefitsQoE: Drivers and Benefits QoE: Subjective vs. ObjectiveQoE: Subjective vs. Objective

● Service providers

● Why is QoE important?● To prevent product and service

rejections● To prevent customer churn ● To optimize product and services

● ITU-T P.10/G. 100, ITU-T E.100

● Alternative definition extends QoE beyond subjective to include objective psychological measures.● ETSI TR 102 643

● Subjective psychological measures are based on the opinion of the user.● Objective psychological measures do not rely on the opinion of the user.

QoE in QoE in QoP and QoP and QoS termsQoS terms

● Quality of Perception (QoP)● User-related parameters

● Enjoyment, Satisfaction, Effectiveness, Efficiency, etc.

QoEQoE/QoP//QoP/QoS RelationshipQoS RelationshipUserUser--centered approachcentered approach

● Quality of Service (QoS)● Network-related parameters

● Delay, Jitter, Packet Loss, Frame Rate, Resolution, etc.

Higher QoS → Higher QoPHigher QoP → Higher QoE

TechnologyTechnology--centeredcentered approachapproach

Quality of Experience (QoE)Quality of Experience (QoE)

QoE DimensionsQoE Dimensions

QoE: QoE: Technology PerformanceTechnology Performance

Traditional Approach to QoETraditional Approach to QoE

QoE: QoE: UsabilityUsability

Usability FrameworkUsability Framework

EffectivenessEffectiveness EfficiencyEfficiency SatisfactionSatisfaction

Usability measure

Usability objectives

Usability: extent to which objectives are achieved with effectiveness, efficiency and satisfaction

Product/ServiceUsersUsers

Context of use

TasksTasks EquipmentEquipment EnvironmentsEnvironments

Outcome of interactionIntended objectives

QoE: QoE: Subjective EvaluationSubjective Evaluation

QoE: QoE: ExpectationsExpectations

Factors Influencing User ExpectationsFactors Influencing User Expectations

Application type

Image and brand● Example:

Users expect more quality from a premium service than from a free-of-charge offer.

● Example: The same video sequence can be judged more favorably when watchers think it is aYouTube video than when they think it is from a HDTV service.

Usage history

Gender and age

● Example: A long-year subscriber of a premium TV service will be more critical than a user who is used to watching TV with a room antenna.

● Example: There is no statistically dominant viewer group in terms of gender and age.IPTV subscriber research statistics from 2009: Gender: Male ~ 59%; Female ~ 41%.Age range: 18-34 ~ 32%; 35-54 ~ 36%; 55+ ~ 32%; (average age 44.9)

Source: BIGreserch 2009

QoE: QoE: ContextContext

QoE MeasurementQoE Measurement

● Subjective assessment methods● MOS - Mean Opinion Score

● Objective assessment methods● No-reference model

● ITU-T Rec. G.10, E-model– Voice● G-model – Interactive Gaming

● Reduced-reference model● ITU-T Rec. J.249 – Standard Definition TV● ITU-T Rec. J.146 - Multimedia

● Full-reference model ● ITU-T Rec. P.862; PESQ – Speech● ITU-R BS.1387; PEAQ – Audio● ITU-T Rec. J.144 and ITU-R BT.1683 – Standard Definition TV● ITU-T Rec. J.247 - Multimedia

Current ApproachCurrent Approach Subjective vs. Objective MethodsSubjective vs. Objective Methods

● Measuring all dimensions: subjective and objective● Complex QoE metrics for practical use● Focus on specific services (e.g. IPTV, stream audio, video,…)

● Subjective dimensions● Often neglected because of shorter product life cycles, time

pressure, budgetary reasons, ignorance, etc.● Objective dimensions

● Often presented in a technical and QoS-alike interpretation ● Mapping from objective to subjective dimensions

● Criticized from a more user-oriented perspective

● ITU-T Rec. J.247 - Multimedia

Interdisciplinary Approach for UserInterdisciplinary Approach for User--Centric QoE Measurement*Centric QoE Measurement*

● STEP 2● STEP 1 ● STEP 3 ● STEP 4 ● STEP 5

*Source: K. De Moor, W. Joseph, I. Ketykó, E. Tanghe, T. Deryckere, L. Martens, and L. De Marez, “Linking Users’ Subjetive QoE Evaluation to Signal Strength in an IEEE 802.11b/g Wireless LAN Environment,”EURASIP Journal on Wireless Communications and Networking, Volume 2010, Article ID 541568, doi: 10.1155/2010/541568, 2010.

Preusage userresearch

Preusage translationworkshops

Monitoring QoS during usage

Postusage questionson device

Postusage comparison(expectations vs.experience)

QoE ModelingQoE Modeling

QoS / QoE Interpretations*QoS / QoE Interpretations* Objective QoE Model Construction*Objective QoE Model Construction*

*Source: M. Volk, J. Sterle, U.Sedlar, and A. Kos, “An Approach to Modeling and Control of QoE in Next Genearation Networks,” IEEE Communication Magazine, Vol. 48, No. 8, August 2010.

ConclusionConclusion

Concluding RemarksConcluding Remarks

● A conceptual overview of QoE aspects of NGN services are provided within the presentation.

● Referring to the fact that QoE is subjective matter, not only technology-centric, but also user-centric aspects that may impact the quality of users’ experience when using any NGN service are covered.covered.

● Approaching these QoE aspects from a wide interdisciplinary perspective, this presentation provides better understanding of user requirements and expectations needed for QoE management.

● Having these QoE aspects as a starting point for improved QoE measurement, this presentation hopefully makes the reality of QoE clearer and provides some new perspectives on it.

Next StepsNext Steps

Current StateCurrent State Upcoming ChallengesUpcoming Challenges

● Testing Methodologies and Metrics● Subjective testing methodologies for quality

assessment ● Development and standardization of objective

and subjective quality metrics

● Measurement and Analysis

● Lack of unique QoE definition

● Measurement and Analysis● QoE Monitoring ● QoE Reporting● QoE Feedback

● Emerging Research Topics● QoE classes vs. QoS classes● Inferring QoE from user behavior

Thank you for attention!Thank you for attention!

Prof. dr. sc. Himzo BajrićProf. dr. sc. Himzo Bajrićhimzo.bajric@bhtelecom.bahimzo.bajric@bhtelecom.ba

BH Telecom, Joint Stock Company, SarajevoDepartment for Research and Development

Obala Kulina bana 8, 71 000 SarajevoBosnia and Herzegovina