C1.0. Rodriguez Ascaso.ppt

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  • Bob lives in London. He is a retired lawyer. He has low vision since he was a child. He had his first heart attack and following surgery a few years ago. Taken by surprise by the heart attack, he has acquired a mobile phone to quickly be able to call for an ambulance anytime and anywhere this would become necessary. Bob has stopped smoking, and adjusted to a healthy diet. Bob: If and when he feels a chest pain or other possible symptomps that could indicate a new heart attack, he will without hesitation call 112 for an ambulance. Fortunately, he has only done so three times during the last year in the UK and once when travelling in the US. He was hospitalized for observation purposes at least over night with all four occasions. With every occasion, his wife Eva and his daughter Gabriella spent long times worrying- fortunately, unnecessarily.
  • Citizens are demanding high quality health and social services. But the reality is that demographics and economic indicators show that current paradigm for service provision is hardly sustainable. The dark curve indicates that more money is required to provide long term health care 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 On the top of this, we must also consider the European, and even global, aging of population. If forecasts prove correct, by 2050 around a 40% pf the population will be older than 65. This fact will mean a significant increase in dependability levels of our society, as disability rates raise with age. Partly because of demographics and partly because of new social habits appearing (i.e. with women more and more integrated in the labour market, which is impacting the traditional model for care in Souhther Europe), the support ratio is falling. Data from the UK: light color trace. Support ratio (number of people who are able to care for older people. People on a working age-dependant people. Fewer people available to look after dependant people If we imagine how difficult it is now to find someone caring for dependant person…
  • A number of independent short-medium scale pilots have been running. Now, real commercial solutions are needed. but there are some very important open issues… Standardisation actions will be necessary. The consideration of human factors in the creation and deployment of Telecare services and products will constitute a key factor in the success of their effective adoption as support elements for the independent living of people with functional limitations or chronical illnesses. Human factors constitutes the scientific knowledge about human abilities and limitations, with the aim of making products and services more efficient, secure, accessible and easy to use.
  • Bob has been offered to use a simple telecare service. Would he begin to feel developing symptoms indicating possible heart rate irregularities, he can look for a quiet spot, put on the mobile sensor he always carries with him and connect it to his smartphone. This will not only take the necessary data but also submit it to a health center, where the data will be evaluated more or less in real time. He is promised that when necessary, an ambulance will be on its way before he knows it, making use of the location information provided through the mobile phone system. The service will also inform his wife Eva and provide her all additional details. Otherwise, he will receive a phone call from one of the doctors at his telecare service centre for a personal discussion and the arrangement of an appointment, if necessary.
  • Since this telecare service was made available, Bob feels much more relaxed and did not yet experience any of those symptoms yet. Can the feeling of safety have contributed? Who knows He is aware that the system needs a Cellular network to be available. He is now planning to surprise Eva with a week of vacation in France, where he knows the telcare service will roam and, if necessary, he will be connected to a English-speaking MD, based on his preferences set in his user profile for the telecare service.
  • The telecare service equipment included a new smartphone. Bobby was happy to update to himself, as it has a built-in screen reader that allows hime to access nice features: a very good calendar, access to news sites and an excellent chess game
  • C1.0. Rodriguez Ascaso.ppt

    1. 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 Niman [email_address]
    2. 2. Bob
    3. 3. Bob Eva
    4. 4. Health & Social care models 2.0 2.5 3.0 3.5 4.0 4.5 1995 2005 2015 2025 2035 2045 2055 Year Ratio Persons Aged 16-64 to 65+ 10 15 20 25 30 35 40 45 50 UK Long Term Healthcare Cost (£B) Support Ratio 1 UK Long Term Healthcare Cost 2 1. Office for National Statistics, 2002. 2. Royal Commission Report into Long Term Care, 1999.
    5. 5. Telecare is… <ul><li>ICT-enabled delivery of health and social care services to individuals within the home or a wider area, involving </li></ul><ul><ul><li>clients, carers and coordination agents. </li></ul></ul><ul><li>A Business-to-Consumer (B2C) service model, including: </li></ul><ul><ul><li>information and communication services; </li></ul></ul><ul><ul><li>safety and security monitoring; </li></ul></ul><ul><ul><li>personal monitoring; </li></ul></ul><ul><ul><li>electronic assistive technologies. </li></ul></ul><ul><li>NOT telemedicine, a service offered to and used by healthcare professionals! </li></ul><ul><ul><li>a Business- to-Business (B2B) service model </li></ul></ul>
    6. 6. Rationale for our work <ul><li>Telecare must move from the research phase to the commercial phase / real world, considering Human Factors: </li></ul><ul><li>A user centred approach is required! </li></ul>
    7. 7. ETSI activities in Telecare <ul><li>ETSI Technical Report: </li></ul><ul><ul><li>Title: Telecare services; Issues and recommendations for user aspects </li></ul></ul><ul><ul><li>Objective: To “set the scene” so that that human factors aspects are duly considered in Telecare </li></ul></ul><ul><ul><li>Available at: http://portal.etsi.org/stfs/STF_HomePages/STF264/STF264.asp </li></ul></ul><ul><ul><li>Contents: </li></ul></ul><ul><ul><ul><li>Introduction to telecare </li></ul></ul></ul><ul><ul><ul><li>Characteristics of telecare solutions </li></ul></ul></ul><ul><ul><ul><li>Drivers, enablers and obstacles </li></ul></ul></ul><ul><ul><ul><li>Stakeholders’ requirements and goals </li></ul></ul></ul><ul><ul><ul><li>Human Factors recommendations for telecare solutions </li></ul></ul></ul><ul><ul><ul><li>Conclusions and recommendations </li></ul></ul></ul>
    8. 8. ETSI activities in Telecare <ul><li>ETSI Guide (under development): </li></ul><ul><ul><li>Title: User experience guidelines; Telecare services (e-Health) </li></ul></ul><ul><ul><li>Objective: human factors and user experience design guidelines for every lifecycle stage of Telecare </li></ul></ul><ul><ul><li>Started: February, 2006 </li></ul></ul><ul><ul><li>To be finished by: End of 2007 </li></ul></ul><ul><ul><li>Information: http://portal.etsi.org/stfs/STF_HomePages/STF299/STF299.asp </li></ul></ul><ul><ul><li>http://stf299.org </li></ul></ul>
    9. 9. Approach and structure <ul><ul><li>Our approach: </li></ul></ul><ul><ul><ul><li>Confidentiality and privacy; </li></ul></ul></ul><ul><ul><ul><li>Legal aspects; </li></ul></ul></ul><ul><ul><ul><li>Availability and privacy; </li></ul></ul></ul><ul><ul><ul><li>Integrity; </li></ul></ul></ul><ul><ul><ul><li>Safety. </li></ul></ul></ul><ul><ul><ul><li>Installation, setup, configuration and maintenance; </li></ul></ul></ul><ul><ul><ul><li>User interaction; </li></ul></ul></ul><ul><ul><ul><li>Localisations and customisation; </li></ul></ul></ul><ul><ul><ul><li>Service and system aspects; </li></ul></ul></ul><ul><ul><ul><li>Organisational aspects; </li></ul></ul></ul><ul><ul><ul><li>User education; </li></ul></ul></ul><ul><ul><ul><li>Interoperability; </li></ul></ul></ul><ul><ul><ul><li>Development process and testing. </li></ul></ul></ul>Trust Usability
    10. 10. Approach and structure <ul><ul><li>Hybrid approach: </li></ul></ul><ul><ul><ul><li>Confidentiality and privacy; </li></ul></ul></ul><ul><ul><ul><li>Legal aspects; </li></ul></ul></ul><ul><ul><ul><li>Availability and privacy; </li></ul></ul></ul><ul><ul><ul><li>Integrity; </li></ul></ul></ul><ul><ul><ul><li>Safety. </li></ul></ul></ul><ul><ul><ul><li>Installation, setup, configuration and maintenance; </li></ul></ul></ul><ul><ul><ul><li>User interaction; </li></ul></ul></ul><ul><ul><ul><li>Localisations and customisation; </li></ul></ul></ul><ul><ul><ul><li>Service and system aspects; </li></ul></ul></ul><ul><ul><ul><li>Organisational aspects; </li></ul></ul></ul><ul><ul><ul><li>User education; </li></ul></ul></ul><ul><ul><ul><li>Interoperability; </li></ul></ul></ul><ul><ul><ul><li>Development process and testing. </li></ul></ul></ul>Research Development Manufacturing Service provision Trust Usability Generic
    11. 11. Approach and structure <ul><ul><li>Hybrid approach: </li></ul></ul><ul><ul><ul><li>Confidentiality and privacy; </li></ul></ul></ul><ul><ul><ul><li>Legal aspects; </li></ul></ul></ul><ul><ul><ul><li>Availability and privacy; </li></ul></ul></ul><ul><ul><ul><li>Integrity; </li></ul></ul></ul><ul><ul><ul><li>Safety. </li></ul></ul></ul><ul><ul><ul><li>Installation, setup, configuration and maintenance; </li></ul></ul></ul><ul><ul><ul><li>User interaction; </li></ul></ul></ul><ul><ul><ul><li>Localisations and customisation; </li></ul></ul></ul><ul><ul><ul><li>Service and system aspects; </li></ul></ul></ul><ul><ul><ul><li>Organisational aspects; </li></ul></ul></ul><ul><ul><ul><li>User education; </li></ul></ul></ul><ul><ul><ul><li>Interoperability; </li></ul></ul></ul><ul><ul><ul><li>Development process and testing. </li></ul></ul></ul>Research Development Manufacturing Service provision Trust Usability Generic
    12. 12. Bob and his Mobile Telecare Assistant Telecare network Telecare service provider
    13. 13. Bob and his Mobile Telecare Assistant Telecare network Telecare service provider Ambulance
    14. 14. Bob and his Mobile Telecare Assistant Telecare network Telecare service provider Ambulance
    15. 15. Bob and his Mobile Telecare Assistant Cardiologist Telecare network Telecare service provider Ambulance
    16. 16. Guidelines: Installation, setup, configuration and maintenance <ul><li>(INS-G) 1. Users should ideally not have to be exposed to any installation, setup, configuration and maintenance procedures. </li></ul><ul><li>(INS-G) 2. These processes should remain as transparent as possible, demanding minimal interaction from the user. </li></ul>
    17. 17. Guidelines: Installation, setup, configuration and maintenance <ul><li>Installation of the mobile phone software at the cardiology service of the hospital </li></ul><ul><li>Use will not involve cables, as phone-sensor link is wireless based </li></ul><ul><li>Every three months, a visit to the cardiology service for maintenance and supervision is scheduled </li></ul>Telecare service provider
    18. 18. Guidelines: User education <ul><li>Bob and Eva received the necessary training at the cardiology service of the hospital, while the service was installed. </li></ul><ul><li>They received a detailed insight about the service’s functionality, reliability, international roaming features. </li></ul><ul><li>The whole process took less than half a day. There exists a 24 hours help-desk service available . </li></ul>
    19. 19. Guidelines: Availability and reliability <ul><li>(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. </li></ul><ul><li>(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. </li></ul>
    20. 20. Guidelines: Availability and reliability Telecare network Home Telecare service provider Cardiologist
    21. 21. Guidelines: Availability and reliability Telecare network Home Telecare service provider Cardiologist Roaming Telecare service provider
    22. 22. Guidelines: Privacy and confidentiality <ul><li>(PRV-G) 1. Clients have a right to control access to and disclosure of their own health information by giving withholding or withdrawing consent. </li></ul><ul><li>(PRV-G) 2. The telecare service provider then has a duty of confidentiality towards that client. </li></ul>
    23. 23. Guidelines: Privacy and confidentiality Telecare network Home Telecare service provider Roaming Telecare service provider Record Log
    24. 24. Guidelines: Privacy and confidentiality Telecare network Home Telecare service provider Roaming Telecare service provider Record Log
    25. 25. Guidelines: User interaction <ul><li>( ITR-G) 1. Users must be able to perceive the information presented by the Telecare equipment and services. </li></ul><ul><li>(ITR-G) 2. Users must be able to operate the Telecare equipment efficiently. </li></ul><ul><li>(ITR-G) 3. Telecare operation must be understandable by users. </li></ul><ul><li>(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. </li></ul>
    26. 26. Guidelines: User interaction <ul><li>Simple activation of service request </li></ul><ul><ul><li>The service activation has to be very simple and intuitive, and provide acoustic feedback. </li></ul></ul><ul><li>Clear, visual-acoustic, notification of: </li></ul><ul><ul><li>Mobile phone is switched on/off </li></ul></ul><ul><ul><li>Existence/non existence of cellular phone coverage. </li></ul></ul><ul><ul><li>Progress report on the communication with the cardiology service. </li></ul></ul><ul><ul><li>Low battery in mobile phone or sensor. </li></ul></ul><ul><li>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 </li></ul>
    27. 27. Guidelines: Legal aspects <ul><li>(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. </li></ul><ul><li>(LEG-G) 2. Stakeholders should understand the liabilities associated with developing or providing telecare services and implement procedures to protect themselves and their clients. </li></ul><ul><li>(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. </li></ul>
    28. 28. Guidelines: Legal aspects Telecare network Home Telecare service provider Roaming Telecare service provider
    29. 29. Thank you! Your input and comments are WELCOME! For more information: http://portal.etsi.org/stfs/STF_HomePages/STF299/STF299.asp http://stf299.org To work with us: [email_address] (STF Leader)

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