SIST-V ETSI/EG 202 116 V1.2.2:2009

ETSI Guide
Human Factors (HF);
Guidelines for ICT products and services;
"Design for All"
2 ETSI EG 202 116 V1.2.2 (2009-03)

Reference
REG/HF-00124
Keywords
ageing, disability, equipment practice, special
needs, terminal
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3 ETSI EG 202 116 V1.2.2 (2009-03)
Contents
Intellectual Property Rights.8
Foreword.8
Introduction .8
1 Scope.9
2 References.9
2.1 Normative references.9
2.2 Informative references.9
3 Definitions and abbreviations.17
3.1 Definitions.17
3.2 Abbreviations.17
4 Human Factors and Design for All.18
4.1 Introduction.18
4.2 The usability gap.18
4.3 Design For All?.19
4.3.1 Why design for all .19
4.3.2 What does it mean in practice? .19
4.3.3 What are the benefits for business? .20
4.3.4 What are the benefits to the individual and society?.22
4.3.5 Legislation, political initiatives and standardization.22
4.3.5.1 Legislation and regulation.22
4.3.5.2 Political initiatives.23
4.3.5.3 Standardization.23
5 Users.24
5.1 Introduction.24
5.2 User Populations and their Characteristics.24
5.2.1 What is the market? .24
5.2.2 User characteristics.25
5.2.3 Distribution of characteristics.25
5.2.3.1 Hand size.25
5.2.3.2 Height.26
5.2.4 Changes of relevant characteristics with age .27
5.2.5 Disability and ability.27
5.2.6 Sensory disabilities .28
5.2.6.1 Sight.28
5.2.6.2 Hearing.29
5.2.6.3 Touch.31
5.2.6.4 Taste and smell.31
5.2.6.5 Balance.31
5.2.7 Physical disabilities.32
5.2.7.1 Speech.32
5.2.7.2 Dexterity.32
5.2.7.3 Manipulation.33
5.2.7.4 Mobility.33
5.2.7.5 Strength and endurance .33
5.2.8 Cognitive disabilities .33
5.2.8.1 Intellect.33
5.2.8.2 Memory.34
5.2.8.3 Language and literacy .34
5.2.9 Allergies.34
6 Human Centred Design process .34
6.1 ISO 13407 definition .34
6.2 Why Human-Centred Design? .35
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4 ETSI EG 202 116 V1.2.2 (2009-03)
6.3 The Design process .36
6.3.1 Defining the context of use.36
6.3.1.1 Description of users.36
6.3.1.2 Description of tasks.36
6.3.1.3 Description of equipment.37
6.3.1.4 Description of environments .37
6.3.2 Specifying user and organizational requirements .38
6.3.3 Producing prototypes.38
6.3.4 Evaluating the designs .38
6.3.4.1 General.38
6.3.4.2 The Analytical Checklist Approach .39
6.3.4.2.1 The usability components/facilities .39
6.3.4.2.2 Groups of disabled users.41
6.3.4.2.3 The subjective assessments .42
6.3.4.2.4 The objective measurements.42
6.3.4.2.5 Analysis of the results .42
6.3.4.2.6 Using the method.42
6.3.4.3 The Usability Testing Approach .42
6.4 Human-Centred design - Summary .44
7 General design issues .45
7.1 General principles.45
7.1.1 Introduction.45
7.1.2 Adaptability.45
7.1.3 Adjustability.46
7.1.4 Colour.47
7.1.5 Consistency and Standardization .49
7.1.6 Error Management.50
7.1.7 Feedback.51
7.1.8 Flexibility.52
7.1.9 Response Times.53
7.2 Dialogue styles.54
7.2.1 General.54
7.2.2 Menu Dialogues.56
7.2.3 Command Language Style.58
7.2.4 Phone based interface .59
7.2.5 Graphical User Interface (GUI) .60
7.2.6 Interface metaphors.61
7.2.7 Direct manipulation.62
7.2.8 Control key dialogues .63
7.2.9 Query language dialogues.65
7.2.10 Form fill-in Dialogues .65
7.2.11 Natural language dialogues.66
7.2.12 Voice dialogues.67
7.2.13 User Prompting.68
7.3 Assistive technology.70
7.4 Multimedia presentation and Multimodal interaction .70
7.4.1 Multimedia terminals.70
7.4.2 Multimodality.71
7.4.3 Nonspeech sounds .71
7.5 Labels and abbreviations .72
7.6 National Variations.73
7.7 Security.74
7.8 User Support.75
7.8.1 General.75
7.8.2 Help.76
7.8.2.1 General.76
7.8.2.2 Help Mechanisms - Auditory .77
7.8.2.3 Help Mechanisms - Human.78
7.8.2.4 Help Mechanisms - Multimedia.79
7.8.2.5 Help Mechanisms - Built in .80
7.8.2.6 Help Mechanisms - Text .82
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5 ETSI EG 202 116 V1.2.2 (2009-03)
7.8.3 Tutorial Systems.83
8 Input components - Design Guidelines .84
8.1 General.84
8.2 Tactile input: Keys and keyboards .85
8.2.1 General.85
8.2.2 Keyboards.85
8.2.2.1 General.85
8.2.2.2 Alphanumeric Keyboards.86
8.2.2.3 Telephone Keypads.88
8.2.3 Remote controls.90
8.2.4 Keys.90
8.2.4.1 General.90
8.2.4.2 Cursor Keys.92
8.2.4.3 Function Keys.93
8.3 Tactile input: Pointing devices .94
8.3.1 General.94
8.3.2 Mouse.96
8.3.3 Foot Mouse.97
8.3.4 Stylus/Pen.98
8.3.5 Light Pens.99
8.3.6 Roller Balls.100
8.3.7 Data Glove.102
8.3.8 Graphics Tablet.102
8.3.9 Touchpad.104
8.3.10 Touch Screens.104
8.4 Tactile input: Switches .105
8.4.1 General.105
8.4.2 Slider Switches.107
8.4.3 Rocker Switches.107
8.4.4 Rotary Switches.108
8.4.5 Toggle Switches.110
8.4.6 Pushbuttons.111
8.5 Tactile input: Variable controls (continuous controls) .112
8.5.1 General.112
8.5.2 Slider controls.114
8.5.3 Rotary Controls.114
8.5.4 Thumb/Finger Wheels.116
8.5.5 Joysticks, Hand/Finger.117
8.6 Tactile input: Software controls and indications .118
8.7 Acoustic input.120
8.7.1 General.120
8.7.2 Microphones.121
8.7.3 Speech Recognition.121
8.8 Visual input.123
8.8.1 General.123
8.8.2 Cameras.124
8.8.3 Eye/Head Movement.125
8.8.4 Scanner.125
8.9 Biometric input.126
8.9.1 General.126
8.9.2 Iris recognition.128
8.9.3 Fingerprint recognition.128
8.10 Electronic input.128
8.10.1 General.128
8.10.2 Card Readers.129
8.10.3 Machine-readable Cards.130
8.10.4 Contactless Cards.130
8.10.5 Bar-code Readers.131
9 Output components - Design Guidelines.131
9.1 Output Components.131
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6 ETSI EG 202 116 V1.2.2 (2009-03)
9.2 Visual output.133
9.2.1 Visual displays (General).133
9.2.2 Visual displays types/characteristics.133
9.2.2.1 Small screens.135
9.2.2.2 Television sets (TV sets).135
9.2.2.3 Projection displays.139
9.3 Quality requirements for different Visual media contents.139
9.3.1 General.139
9.3.2 Text content.139
9.3.3 Graphics content.142
9.3.4 Animations.142
9.3.5 Screen messages.142
9.3.6 Screen Formatting.143
9.4 Visual indicators.144
9.4.1 Optical signals.144
9.4.2 Icons, symbols.145
9.5 Acoustic output.146
9.5.1 Auditory displays.146
9.5.2 Non-speech audio.147
9.5.2.1 Acoustic Signals.147
9.5.2.2 Music.149
9.5.3 Void.150
9.5.4 Speech Output.150
9.5.5 Auditory Menus.151
9.6 Tactile Output.152
9.6.1 Tactile indication .152
9.6.2 Vibro-tactile indication.153
9.6.3 Force feedback.154
9.7 Printed Output.154
9.7.1 Paper Handling.155
10 Additional product specific guidelines.156
10.1 Cables and Cords.156
10.2 Casework.158
10.3 Casework Colour.159
10.4 Surface finish.160
10.5 Connectors.161
10.6 Facsimile Machines.162
10.7 Handset.163
10.8 Handset Rest.166
10.9 Hookswitch.168
10.10 Key Operated Switches .168
10.11 Payment Facilities (coins and paper money).169
10.12 Portable and Mobile equipment.170
10.13 Videophones.172
11 Additional service specific guidelines.174
11.1 Addresses.174
11.2 Call Handling.175
11.3 Communication and Transmission .180
11.4 Data Transmission.181
11.5 Dialling.182
11.6 Phone-based Interfaces.182
11.7 Supplementary Services.183
11.8 Voice transmission.184
Annex A (informative): Questionnaires for users.186
Annex B (informative): Checklists for groups of disabled people .188
B.1 Visually impaired people.188
B.2 Blind people.189
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7 ETSI EG 202 116 V1.2.2 (2009-03)
B.3 People with reduced movement capability and reduced muscular strength.190
B.4 People with unco-ordinated movements .191
B.5 People who are hard of hearing.192
B.6 People with learning difficulties.193
B.7 People with low voice output .194
Annex C (informative): Presentation of the evaluation results .195
C.1 An example of a description of the results of the evaluation .195
C.2 Final survey sheet.197
Annex D (informative): Bibliography.198
Index .199
History .203

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8 ETSI EG 202 116 V1.2.2 (2009-03)
Intellectual Property Rights
IPRs essential or potentially essential to the present document may have been declared to ETSI. The information
pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found
in ETSI SR 000 314: "Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in
respect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web
server (http://webapp.etsi.org/IPR/home.asp).
Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee
can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web
server) which are, or may be, or may become, essential to the present document.
Foreword
This ETSI Guide (EG) has been produced by ETSI Technical Committee Human Factors (HF).
Introduction
ETSI HF produced three very significant deliverables that provided guidance to the designers of communications
products and services:
• ETR 029 [i.10]: "Human Factors (HF); Access to telecommunications for people with special needs;
Recommendations for improving and adapting telecommunication terminals and services for people with
impairments";
• ETR 116 [i.14]: "Human Factors (HF); Human factors guidelines for ISDN Terminal equipment design";
• ETR 166 [i.15]: "Human Factors (HF); Evaluation of telephones for people with special needs; An evaluation
method".
These three deliverables were produced in 1991, 1994, and 1995 respectively and since then the technologies to which
the guidelines relate have changed significantly. The "Design for All" approach made it imperative that a revised
document integrating the best elements of these documents into a coherent whole was produced to replace these
separate documents. The advice given in each guideline was incorporated into this new single updated document.
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9 ETSI EG 202 116 V1.2.2 (2009-03)
1 Scope
The present document gives guidance to Information and Communication Technology (ICT) product and service
designers on Human Factors issues, good Human Factors design practice, and relevant international and national
standards. In particular, it aims to help designers to maximize the level of usability of products and services by
providing a comprehensive set of Human Factors design guidelines.
The guidelines are intended to encourage a "Design for All" approach so as to make products and services accessible to
as many people as possible, including elderly people and persons with disabilities, without the need for adaptation or
specialized design.
The present document is applicable to ICT products with a user interface that are connectable to all kinds of fixed and
mobile telecommunications networks. This includes products such as telephones, Multimedia terminals, Personal digital
Assistants (PDAs) and services such as e-mail, Short Message Services (SMS) and voice messaging. It is applicable to
public and private access devices and services.
2 References
References are either specific (identified by date of publication and/or edition number or version number) or
non-specific.
• For a specific reference, subsequent revisions do not apply.
• Non-specific reference may be made only to a complete document or a part thereof and only in the following
cases:
- if it is accepted that it will be
...