ETSI ETR 261-1-1996 Human Factors (HF) Assessment and Definition of a Harmonized Minimum Man-Machine Interface (MMI) for Accessing and Controlling Public Network Based Supplementar.pdf

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1、ETR 261-1 October 1996 Source: ETSI TC-HF Reference: DTWHF-01028-1 ICs: 33.020 Key words: Keypad, MMI, supplementary service Human Factors (HF); Assessment and definition of a harmonized minimum man-machine interface (MMI) for accessing and controlling public network based supplementary services; Pa

2、rt 1: General approach and summary of findings ETSI European Telecommunications Standards Institute ETSI Secretariat Postal address: F-O6921 Sophia Antipolis CEDEX - FRANCE Office address: 650 Route des Lucioles - Sophia Antipolis - Valbonne - FRANCE X.400: c=fr, a=atlas, p=etsi, s=secretarat - Inte

3、rnet: secretariatQetsi.fr Tel.: +33 4 92 94 42 O0 - Fax: +33 4 93 65 47 16 Copyright Notification: No part may be reproduced except as authorized by written permission. The copyright and the foregoing restriction extend to reproduction in all media. O European Telecommunications Standards Institute

4、1996. All rights reserved. ETSI ETRx2bL-L b W 340G855 OL4Lb55 830 Page 2 ETR 261 -1 : October 1996 Whilst every care has been taken in the preparation and publication of this document, errors in content, typographical or otherwise, may occur. If you have comments concerning its accuracy, please writ

5、e to “ETSI Editing and Committee Support Dept.“ at the address shown on the title page. ETSI ETRm26L-L 76 H 3400855 0343b.56 777 m Page 3 ETR 261-1 : October 1996 Contents Foreword . 5 Introduction 5 1 Scope 7 2 References 7 3 Definitions. symbols and abbreviations . 8 3.1 Definitions 8 3.2 Symbols

6、and abbreviations 8 4 Approach . 11 4.1 Phase 1 11 4.2 Phase 2 12 5.3.2 5.3.3 5.3.4 5.3.5 5 Summary Results 13 5.1 Introduction 13 5.2 Memory Research 13 5.2.1 Type of material and practice 13 5.2.2 Memory aids 14 5.2.2.1 Learning the services . 14 5.2.2.2 Learning the codes 14 The surveys and exper

7、iments 14 5.3.1 Current implementations . 15 5.3.1.1 Command dialogue format 15 5.3.1.2 Type of feedback . 15 5.3.1.3 How usable? 16 Comparing UPT vs . ISDN interfaces . 16 5.3.2.1 The simulated UPT phase 1 interface . 16 5.3.2.2 The prototype ISDN user interface 17 5.3.2.3 The experimental design .

8、 18 5.3.2.4 Results . 19 5.3.2.4.1 UPT . 19 5.3.2.4.2 ISDN . 20 5.3.2.4.3 Comparing UPT and ISDN results 20 5.3.2.5 UPT vs . ISDN conclusions 21 Structured user information . 21 Code scheme differences . 23 5.3.4.1 CEPT vs . GSM 24 5.3.4.2 Error analysis . 25 5.3.4.3 Abstract problem solving . 26 Fe

9、edback - tones, announcements and visual messages 26 5.3.5.1 Usability levels . 27 5.3.5.2 Tones, announcements and visual displays 28 5.3 6 Conclusions and recommendations 29 History 31 ETSI ETR*i?bL-L 96 H 3400855 0343657 603 Page 4 ETR 261 -1 : October 1996 Blank page ETSI ETR*2hL-L 96 3YOO55 OL4

10、Lh58 54T W Page 5 ETR 261-1: October 1996 Foreword This ETSI Technical Report (ETR) has been produced by the Human Factors (HF) Technical Committee of the European Telecommunications Standards Institute (ETSI). ETRs are informative documents resulting from ETSI studies which are not appropriate for

11、European Telecommunication Standard (ETS) or Interim European Telecommunication Standard (I-ETS) status. An ETR may be used to publish material which is either of an informative nature, relating to the use or the application of ETSs or I-ETSs, or which is immature and not yet suitable for formal ado

12、ption as an ETS or an I-ETS. Introduction The Technical Committee for Human Factors has prepared this ETSI Technical Report to report publicly its work on the assessment and definition of a harmonized minimum man-machine interface for the access and control of public network based supplementary serv

13、ices. It is intended to complement ETS 300 738 3. This ETR constitutes part 1 of a multi-part ETR (“Assessment and definition of a harmonized minimum man-machine interface (MMI) for accessing and controlling public network based supplementary services“), whose parts have the following titles: Part 1

14、: Part 2: “General approach and summary of findings“; “Literature review - Memory and related issues for dialling supplementary services number codes“; “Experimental comparison of two MMIs - Simulated UPT access and prototype supplementary services“; “Experimental comparison of the effect of categor

15、ized and non-categorized formats user instructions“; “Experimental comparison of the CEPT and GSM codes schemes“; Part 3: Part 4: Part 5: using ISDN within Part 6: “Survey of existing PSTN, ISDN and mobile networks, and a user survey of supplementary service use within Centrex and PBX environments“;

16、 Part 7: “Experimental evaluation of draft ETS 300 738“ The intended users of this ETR are shown in table 1. The work reported in this ETR was conducted in response to the rapid growth of telecommunications networks and services, and the increasing mobility of the human user, both within and between

17、 networks. One of the missions for ETSI TC-HF is the recommendation of user control procedures for gaining access to and control of telecommunication services. This multi-part ETR describes the results of a programme of work conducted within ETSI STC HF1 concentrated on the user control procedures f

18、or supplementary services. The objective was to assess the user and technology requirements and to define a minimum man-machine interface (MMI) that can be applied consistently across networks. The definition of the MMI is presented separately in ETS 300 738 3. The key stimulus for the work came whe

19、n ETSI TC-SMG chose to define the minimum MMI for controlling GSM supplementary services 2 with significant differences to the existing European (CEPT) l or International (ITU-T) li recommendations. Now, it seemed, that users would have to learn two very similar command languages to operate two very

20、 similar sets of supplementary services; and to distinguish between these depending upon which terminal I network system they were using. What is more, when the project surveyed European network operators, 17 out of 18 PSTN operators reported that they had implemented a third code scheme, ETR 261-6

21、181, a cut down version of the CEPT recommendations 111. For example: ETSI ETR*2bL-1 96 3400855 0343659 486 = Page 6 ETR 261 -1 : October 1996 1 2 3 4 5 - To switch on and register a number for Call Forward Unconditional: User ETR used for Potential Benefit Service developers and Access to backgroun

22、d research Increased usability through providers complementary to an ETS, to harmonized and supportive services help the development of usable supplementary and other cervices Access and awareness of the background to the complementary ETS Access to the background research and data to the complement

23、ary ETS Usergroups Increased awareness by user groups of user requirements Availability of data for other research groups Researchers ETSI Technical Access and awareness of the Increased usability through committees background to the harmonized and supportive services TC-HF Access and awareness of t

24、he Improved usability through complementary ETC background to the complementary ETS recommendations consistency and coherence of - . CEPT requires 21 *NNNNNN# - GSM requires *21 *NNNNNN# - PSTN practice *21 *NNNNNN# - To switch off and erase a stored number from Call Forward Unconditional: - CEPT re

25、quires #21*1# - GSM requires #21# - PSTN practice #21# Quite obviously there was a case for harmonization within Europe. Table 1: Intended users and potential benefits ETSI ETR*2bL-L 96 3400855 OL4Lbb LTB m Page 7 ETR 261-1: October 1996 1 Scope This multi-part ETSI Technical Report (ETR) presents t

26、he results of the research work conducted to develop a European Telecommunication Standard (ETS) defining a harmonized minimum man-machine interface (MMI) for the access and control of public network based telecommunications services, and in particular supplementary services. This part 1 of the ETR

27、describes the approach taken to the work and presents a summary of the results obtained from the experimental, questionnaire and survey data collected. 2 References For the purposes of this ETR, the following references apply: 31 i41 51 71 91 CEPT T/CAC 02: “Subscriber control procedures for supplem

28、entary services in modern telecommunication system“. ETS 300 51 1 : “European digital cellular telecommunications system (Phase 2); Man Machine interface (MMI) of the mobile station (MS) (GSM 02.30)“. ETS 300 738: “Human Factors (HF); Minimum Man Machine Interface (MMI) to public network based suppl

29、ementary services“. ETR 261 -2: “Human Factors (HF); Assessment and definition of a harmonized minimum man-machine interface (MMI) for accessing and controlling public network based supplementary services; Part 2: Literature review - Memory and related issues for dialling supplementary services usin

30、g number codes I. ETR 261-3: “Human Factors (HF); Assessment and definition of a harmonized minimum man-machine interface (MMI) for accessing and controlling public network based supplementary services; Part 3: Experimental comparison of two MMls - Simulated UPT access and prototype ISDN supplementa

31、ry services“. ETR 261-4: “Human Factors (HF); Assessment and definition of a harmonized minimum man-machine interface (MMI) for accessing and controlling public network based supplementary services; Part 4: Experimental comparison of the effect of categorized and non-categorized formats within user

32、instructions“. ETR 261-5: “Human Factors (HF); Assessment and definition of a harmonized minimum man-machine interface (MMI) for accessing and controlling public network based supplementary services; Part 5: Experimental comparison of the CEPT and GSM codes schemes“. ETR 261-6: “Human Factors (HF);

33、Assessment and definition of a harmonized minimum man-machine interface (MMI) for accessing and controlling public network based supplementary services; Part 6: Survey of existing PSTN, ISDN and mobile networks, and a user survey of supplementary service use within Centrex and PBX environments“. ETR

34、 261 -7: “Human Factors (HF); Assessment and definition of a harmonized minimum man-machine interface (MMI) for accessing and controlling public network based supplementary services; Part 7: Experimental evaluation of draft ETS 300 738“. Israelski E (1 988): “An experimental comparison of user perfo

35、rmance with alternative access codes for PBX features.“ 12th Symposium on Human Factors in Telecommunications, The Hague. ITU-T Recommendation E.131: “Subscriber control procedures for supplementary telephone services“. ETSI ETR*2bL-L 36 3400855 OL4Lbbl 034 m Page 8 ETR 261-1: October 1996 ITU-T Rec

36、ommendation E.161: “Arrangement of figures, letters and symbols on telephones and other devices that can be used for gaining access to a telephone network“. Jones MLR (1 990): “Making numeric command languages more usable.“ 13th Symposium on Human Factors in Telecommunications, Turin, pp 99-106. Lin

37、dgaard G (1993): “Wow - 568 smart features on your PABX: What really determines the uptake of technology?“ 14th Symposium on Human Factors in Telecommunications, Darmstadt. Schwartz i3 (1993): “Advanced screen telephony - making todays services easier to use.“ 14th Symposium on Human Factors in Tele

38、communications, Darmstadt. Zeidler G 1970): “How to co-ordinate operational procedures for new telephone facilities.“ 5th Symposium on Human Factors in Telecommunications, London. Definitions, symbols and abbreviations NOTE: The definitions, symbols and abbreviations given below are also applicable

39、to the other parts of the present ETR. Definitions For the purposes of this ETR, the following definitions apply: analysis of variance: Statistical test to verify significant differences between two or more variables. centrex: A Centralized PBX service provided by a local exchange for private (busin

40、ess) customers. digit span: The length of a sequence of random digits which a person can reliably remember. Likert scale: A common 5-point rating scale enabling the rating of agreement with a given statement. Neuman-Keuls test: Statistical test to verify significant differences. PBI: The basic user

41、interface or MMI provided between a telecommunications terminal and a supplementary service using only the twelve key keypad (0-9, plus * and #), and providing only auditory tones as feedback. PBI+: The first level of improved MMI, which in addition to the use of the standard 12 keypad and auditory

42、tones also provides spoken voice announcements as feedback. PBI+: The second level of improved MMI, which in addition to the use of the standard 12 key keypad and auditory tones and voice announcements, also provides a visual display for text messages. PBI-: A reduced version of PBI, which only prov

43、ides for activate and deactivate; there is no interrogate command. Pearsons r: Statistical test to verify correlations between two variables. Tukeys test: Statistical test to verify significant differences. 3.2 Symbols and abbreviations For the purposes of this ETR, the following symbols and abbrevi

44、ations apply: * The Star on the standard telephone keypad arrays, see ITU-T Recommendation E.161 12. Also known as asterisk. ETSI ETR*ZbL-L 9b SS 3400855 014Lbb2 T70 = # 3P1 3P2 3PA 3PE 3PTY I II+ II Ill+ 111- IV IV- V J JJ A - A5 ANOVA AOC-D AOC-E AOC-S A-Party B-Party C-Party ASR ASS BBC BT C CAT

45、chi-square CB CBA CBB CBC CBD CBI CB-I CB-O CBACK NR CEPT CCBS CD CF CFA CFB CFD CFI CFNR CFU CLIP CLIR COLP COLR CONF CRT CSE Page 9 ETR 261 -1 : October 1996 The Square on the standard telephone keypad arrays: see ITU-T Recommendation E.161 I 21. Also known as hash, sharp, or number sign. Three Pa

46、rty Conference - Call 1 Three Party Conference - Call 2 Three Party Conference - Alternate (between Call 1 and 2) Three Party Conference - Establish (join Call 1 and 2) Three Party Conference Service 95 percentile (Ravens score) 90-95 percentile (Ravens score) 75-90 percentile (Ravens score) 50-75 p

47、ercentile (Ravens score) 25-50 percentile (Ravens score) 10-25 percentile (Ravens score) 5-10 percentile (Ravens score) 0,Ol General Certificate of Education, Advanced Level (“A-Level“) (UK school leaving examination normally sat at age 18) International standard paper size Analysis of Variance Advi

48、ce of Charges - During Call (Supplementary Service) Advice Of Charge - End of call Advice Of Charge - Set up stage of call the calling party (convention) the called party (convention) a second called party (convention) Automatic Speech Recognition “Set-up“ function key British Broadcasting Corporati

49、on British Telecom PLC C computer programming language Categories (form of manual) statistical computation (as in Kruskal-Wallis non-parametric analysis of variance) Call Barring Service Call Barring - Activate Call Barring - Basic Call Call Barring - Conditional De-activate (on a per call basis) Call Barring - De-activate Call Barring - Interrogate Call Barring - Incoming (supplementary Service) Call Barring - Outgoing (Supplementary Service) Call Back Number (fictitious service similar to Call Completion on Busy) Confrence European des Admi