-the current user knowledge of available services
-the true current usages,
-the lack in the current offerings and the users’ expectations,
-the information on the associated functionalities.
• Identify the characteristics of the different user
environments: public, private and professional environments (e.g. taking
into account the IoT, smart cities, wearables, etc.)
• Identification of typical use cases (e.g.
Interactions on: home automation appliance; service selections between
private and professional life; continuity of preferred from home to
vacation location…)
• To define a generic model
• Provide an ETSI Guide to the user to build his
service composition with the appropriate quality of experience (QoE) and
how to ensure his data privacy.
• Provide a Technical Report to the providers and
standards makers to ensure that each service component is provided with
the information needed by the user to make an informed choice.
• Provide a Technical Report for the qualification of
the user interaction with the digital ecosystem (e.g. authentication,
single sign on, composition, presentation, etc.)
For more details, see our Terms of Reference
Why we do it:
There is currently an urgent needs to take into account the impact of
digital ecosystem evolutions on users.
Users are currently facing monolithic application-driven solutions that
have to be used sequentially. The current evolution is expected to
provide them with a huge panel of various multicomponent offerings that
the user would like to compose by himself in order to obtain a fully
customized single/global service. The user digital environment is
changing and user preferences differ from one user to another. In such a
complex environment it is necessary to provide the user with accurate
information that is needed to make a pertinent choice.
Beyond the information, the user is in an almost permanent interaction
with the digital ecosystem. This is a new paradigm differing from the
current Client/Server interaction and from the interactions between user
and terminal interfaces. Thus, this proposed STF aims to handle the
definitions and the specifications of these new « unified interfaces »
that will reduce the complexity from the user point of view and will
improve usability and will provide guidance to the user.
In this context it should also be taken into account that, due to the
vast number of interfaces/services/terminals, the user may use several
digital identities and it seems relevant to avoid similar information
being requested from them each time they move from one channel to
another. It is important that this user unified knowledge has a high
level of security.
To summarize, digital system usability needs to better-fit user
expectations and satisfy all the different user profiles and connected
objects, everywhere and for every usage.
The concept of the full Project is to define 5-dimension model called
“ACIFO” The 5-dimension model is based on 5 sub-models defined as:
• Architectural Model « Acifo » : defines
the global structure, including semantics and is optimized for the
stated objectives.
• Communication Model aCifo : defines the
exchange protocols, including APIs and HMIs, over three planes :
-Management (Monitoring)
-Control
-Usage
• Information Model acIfo : defines the
information of the whole ecosystem (equipment, network, applications,
services, HMIs, User,…) from the offer to the availability of resources
for Users, Providers and any other partners. It is a knowledge data base
representing the whole ecosystem.
The four deliverables produced by STF 543 define the different
dimensions
• TR 103 438 (D1) focuses on the Architecture
and the Organization
It includes the
use cases and the results of the survey, and presents the global concept
of the STF and the objective of the different deliverables produced by
the STF experts.
• EG 203 602 (D2) focuses on the Information and the
Functionalities
It is dedicated
to the user. It provides analysis and recommendations from the
information and functionalities.
• TR 103 603 (D3) addresses all the dimensions to the
supplier, in order to produce the APIs according to the user
expectations and whatever the number and types of additional suppliers.
• TR 103 604 (D4) focuses on the Communication and in
particular on the HMIs.
For example, for Energy (production, distribution, consumption), the
supplier will create an API for the user. The information will be
exchanged between the supplier and the user but will not be used only by
the supplier: the user will have access to all the information and will
be able to use this information to optimize their energy consumption.
This data base is a source to provide new services and new applications
(for the user and for the supplier). One major challenge and constraint
is to ensure that all the private data may be checked and monitored by
the user (the contract needs to define clearly these points). The data
are not used only by the supplier, the user should have access to the
data and may refuse that the data be used or known an
interaction “cursor” between the user and the supplier defines the
freedom (GDPR)
How we do it:
1. For the Deliverable 1 (D1), the STF experts had
three initials tasks to perform:
- To create and disseminate the survey. Before sending
the survey directly or through partners web sites, the experts have
consulted several consumers associations, regulators, other experts
outside the STF.
The survey has for main objectives to collect data about User maturity
and User expectations in ICT environments.
On User maturity the main results are
• The difficulties to set up the smartphone and the
box
• The lack of knowledge about the differences between
the successive generations of GSM technologies (and consequently of the
respective capabilities)
• A very large majority of people who would like to be
able to challenge much more the provider and indicates that it is
currently difficult to make the own composition of services
because of the low scalability of the offers
On user expectations, the results show that users would like :
- to be informed when there is a risk to enter into an area with low or
without coverage and may loose the continuity of service. Loosing the
continuity of mobile service on move is a problem for 90% of people.
- to more control on the battery life, on the location data of their
devices
- to find their professional configuration on different devices (for
those who are in employment)
- 44% of people would appreciate a service of bandwidth on demand fix
line and 38% on mobile line. The percentage of people interested and not
interested by this service are quite the same.
Of course, security and privacy issues are in the heart of the
confidence for the future digital ecosystem.
To develop the approach we take into account: IHM (User
interface), QoE, Data & GDPR (General Data Protection Regulation),
User Settings, Billing, Management. More data available in
The part 2 of the Technical Report contains a schematic
representation of user interactions according to UML (Unified Modelling
Language):
• Use Case Diagram that describes the functionality
provided by a system in terms of actors, roles, and objectives.
• Activity diagram that describes the activities and
step-by-step operations of component workflows in a system.
• A sequence diagram that shows, how actors
communicate with each other according to a sequence of messages.
• A communication diagram that shows the interactions
between the parties in terms of sequenced messages. They represent a
combination of extracted class, sequence and case diagrams describing
both the static structure and the dynamic behaviour of a system.
- To identify use cases, in private and professional
situations. The retained use cases are the basis for the definition of
the final model.
- The task consists in the identification of set of
requirements through typical use cases of digital ecosystem, e.g.:
Several use cases have been identified ;
• Smart meters
• Home digital ecosystem
• Travel management
• Video on demand
• Surveillance of pets
• User interactions with IoT devices
• User interaction within the smart city
For all these use cases, the Technical Report identifies the services,
the principal agents, the assets/resources and the interactions. Based
on this analysis, the process and actors are described, and a generic
model has been provided.
The deliverable D1also proposes a new vision of digital use cases for
composition of personalized services. This new vision applies to two use
cases (e-health independent living and User interaction with multi
device environment).
For these use cases D1 describes scenarii, the needed resources and the
sequence diagram for personalized service compositions.
2. The Second deliverable (D2) is an ETSI Guide (User
centric approach; Guidance for the user), identifying:
• All features that require interaction with users
• All indications on the service composition
• All information that allows users to choose and
select services according to needs (including users with special needs)
• All information relating to security and privacy
• All billing information, etc.
This Guide is mainly dealing with Quality of Experience (QoE) and
privacy, security, data protection, confidentiality.
3. The third deliverable (D3) is an ETSI Technical
Report (User centric approach; Guidance for providers and standards
makers)
Each recommendation identified as important for the user will find its
parallel on the side of the supplier offer.
For each needs and expectations, by user categories, the guide will
recommend relevant service information and interactions. This is to
facilitate, on the one hand, easy access for the user and on other hand,
consistently create manageable services that are easily incorporated
into a service definition that can support SLA
D3 will be produced with the same schedule than D2 as the two documents
are complementary, D2 being dedicated to Users and D3 to providers.
4. The fourth deliverable (D4) is an ETSI Technical
Report which provides recommendations for the different interaction
information (parameters, QoS, QoE) with the ecosystem (e.g.
authentication, single sign on, composition, presentation, management,
etc.).
The most critical need is that each Service Component exposes input and
output information such that a user can understand the impact of each
Component Service on its E2E composition.
Starting from the use case families selected, and the OCF
recommendations, the output of this task will include mainly
requirements and testing methods to empower to Customer-centric provider
to propose their customers with the information, support and tools they
need in order to achieve their goals. These include, for example, access
to agents (live and virtual), internal information, external knowledge
(such as social media) and automated tools.
The bottom line is that the customer needs to be able to resolve
problems through their own channel of choice, whether it’s selecting and
purchasing a new service, getting help or any other activities.
Deliverables:
The STF 543 will provide the following deliverables
# Work Item
Title
D1 DTR/USER-0046
User centric approach
in digital ecosystem
D2 DEG/USER-0047
User centric approach; Guidance
for User; Best practices to interact with digital ecosystem
D3 DTR/USER-0048
User centric approach;
Recommendations for providers and standardization makers
D4 DTR/USER-0049
User centric approach –
Qualification of the interaction with the digital ecosystem
Time plan:
DTR/USER-0046 Working title: User
centric approach in Digital ecosystem
Start of work 18 December 2017
• ToC and scope 22 December 2017
• Early draft 22 May 2018
• Stable draft 01 September 2018
• Final draft 30 September 2018
• TB approval 07 November 2018
• Publication 15 December 2018
The survey is one of the pillars for the STF Work. The survey has been
conducted from march to May 2018. The STF members are in contacts with
consumer associations, regulators (which also send the survey to their
members) and the survey is sent to all the ETSI Members.
DEG/USER-0047 User centric approach: Guidance for
User; Best practices to interact with digital ecosystem
Start of work 18 December 2017
ToC and scope 22 December 2017
• Early draft 22 May 2018
• Stable draft 15 November 2018
• Final draft 15 December 2018
• TB approval 15 January 2019
• Publication 15 April 2019
DTR/USER-0048 User centric approach Recommendations for providers and
standardization makers
Start of work 18 December 2017
• ToC and scope 22 December 2017
• Early draft 02 September 2018
• Stable draft 15 November 2018
• Final draft 15 December 2018
• TB approval 15 January 2019
• Publication 15 February 2019
DTR/USER-0049 User centric approach – Qualification of the interaction
with the digital ecosystem
Start of work 18 December 2017
• ToC and scope 22 December 2017
• Early draft 15 September 2018
• Stable draft 15 January 2019
• Final draft 28 February 2019
• TB approval 26 March 2019
• Publication 30 April 2019
How to contact us:
To contact us, please send an email to the STF leader:
Jeanyves.monfort.6@orange.fr:
To be informed:
STF 543 gave a presentation on Tuesday 23 October 2018 in ETSI,
during the opening session of the IoT Week.
https://www.etsi.org/etsi-iot-week-2018