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Service Laba way to design new TLC

products and servicesSeptember 2002

Aldo Reolon

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The User-Centred Design The User-Centred Design involves expertise of involves expertise of

•psychologists,psychologists,•engineers engineers •computer scientistscomputer scientists•communication scientistscommunication scientists

SERVICE LABSERVICE LABAIM : To design TLC products and services AIM : To design TLC products and services based on user need and requirementsbased on user need and requirements

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User-centred designUser-centred design

Field checkField checkEvaluation (Laboratory)Evaluation (Laboratory)

Analisys of user Analisys of user demandsdemands

User centred planningUser centred planning

EmulationEmulation

SpecificationsSpecifications

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USABILITY USABILITY COMPONENTSCOMPONENTS

UsabilityUsability

EfficiencyEfficiency

EffectivenessEffectiveness

VisibilityVisibility

ReversibilityReversibility

ControllabilitControllabilityy

FlexibilityFlexibility

LearnibilityLearnibility

CoherencCoherencyy

CompatibilityCompatibility

User-guidanceUser-guidance

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ACCEPTABILITY ACCEPTABILITY COMPONENTSCOMPONENTS

User DemandUser Demand

AcceptabilityAcceptability

UsabilityUsability

UtilityUtility

CostCost

AssistanceAssistance

Signal Signal QualityQuality

Impact on NetworkImpact on Network performanceperformance

InertiInertiaa

AvailabilityAvailability

Esthetical Esthetical factors factors

SecuritySecurity

MarketinMarketingg

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Touchscreen EmulationTouchscreen Emulation

• Tool of rapid prototyping to create the model and to define the layout, the display emulation, etc.

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Service Lab: the test roomsService Lab: the test rooms

• Four test rooms:– two residential premises– two business premises

• Dedicated room for Focus Dedicated room for Focus GroupGroup

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Service Lab: the control roomService Lab: the control room

• Multi camera, split screen, video recording

• Sound diffusion and lights intensity control in the four rooms

• Two way communication by interphone or telephone

• One way viewing of the partecipants

• Machine readable time coding of video tapes and data logs

• Video mixing and editing to create "highlights" tapes

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Service Lab: the offered servicesService Lab: the offered services

User needs analysisUser needs analysis

Concept testConcept test

Work process analysisWork process analysis

TLC products and services TLC products and services emulationemulation

Price testPrice test

Name testName test

qualitative and quantitative researches

Ergonomic evaluation Ergonomic evaluation

Usability evaluationUsability evaluation

Acceptability evaluationAcceptability evaluation

Customer SatisfactionCustomer Satisfaction

TLC Products and ServicesTLC Products and Services DesignDesign

User manual/instructionsUser manual/instructions

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• User tests: Siemens, Philips, Telital, Motorola, Sim Toolkit, ...

• Field trial: WAP, DECT• Drawing up and evaluation of User Manuals• Design of new services (MMS, UMTS)

Service Lab: activities in the mobile telephonyService Lab: activities in the mobile telephony

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Example of activity in the mobile telephonyExample of activity in the mobile telephony