C1.0. Rodriguez Ascaso.ppt

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 [email protected]


Bob


Bob Eva


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.


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


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!


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


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://stf299.org


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



Hybrid approach:• Confidentiality and privacy;• Legal aspects;• Availability and privacy;• Integrity;• Safety.


Research Development Manufacturing Service provision

Trust

Usability

Generic


Bob and his Mobile Telecare Assistant

Telecare network

Telecare network

Telecare service provider



Telecare network

Telecare network


Ambulance



Telecare network

Telecare network


Ambulance

Cardiologist


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.


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



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 .


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.



Telecare network

Telecare network

HomeTelecare service providerCardiologist



Telecare network

Telecare network

HomeTelecare service providerCardiologist

RoamingTelecare service provider


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.



Telecare network

Telecare network

HomeTelecare service provider


Record

Log

Record

Log



Telecare network

Telecare network



Record

Log

Record

Log


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.


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


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.


Guidelines: Legal aspects

Telecare network

Telecare network




Thank you!

Your input and comments are WELCOME!

For more information:


http://stf299.org

To work with us:[email protected]

(STF Leader)

C1.0. Rodriguez Ascaso.ppt

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