1. ISO/IEC JTC 1 Special Working Group on Accessibility (SWG-A) JTC 1 SWG-A N 251 2007-04-23 Document Presentation Type : Title: CEN TC 224 WG 6 Presentation on Universal Access for Self Service: Options for New Work Item Source: Mr. Adam Balfour, CEN TC 224 WG 6 Convener Requested For consideration at the April 2007 SWG-A meeting. Action: JTC 1 SWG on Accessibility SecretariatITI/INCITS1250 Eye Street NW, Suite 200, Washington, DC 20005jgarner@itic.org

2. Universal Access for Self Service:Options for New Work Item Adam Balfour, Knut Lindelien and Andrew Lilley

3. Goals and Agenda CEN TC 224 WG 6 • Goals • Inform you about CEN TC 224 WG 6/ understand ISO SWG • Ask for advice • NWI - Which approach? • What exists already? • What work is ongoing - could be deployed in short term? • Invite collaboration • Agenda • CENTC 224 WG 6 - Background /Scope, Deliverables & Work Items • NWI - 3 Approaches • Your views

4. Self Service Society - User interface CEN TC 224 WG 6 • Person - person • Replaced by Man-Machine: • Challenges to communication / user interface

5. Key societal services: self service CEN TC 224 WG 6 Consequences - cannot use system? Voluntary vs complusory ?

6. Input devices CEN TC 224 WG 6

7. UI Elements: Physical Accessibility CEN TC 224 WG 6

8. Lack of standardised users ! CEN TC 224 WG 6

9. Scope CEN TC 224 WG 6 Scope TC 224 Identification Card Systems ”cross border, inter-sector interoperability - smart cards and card reading devices” Scope WG 6 ”Human System Interface” Standardise ” Man-Machine Interface” to make it accessible BY EVERYONE

10. Deliverables TC 224 WG 6 CEN TC 224 WG 6 • EN 1332-1 User interface Dialog design principles • EN 1332-2 Location & dimensions of a Tactile Identifier • EN 1332-3 Keypads • EN 1332-4 Coding of user requirements • EN 1332 - 5 Tactile marking - services • Technical Specification “Access” • Technical Specification “eURI”

11. Approaches - User requirements CEN TC 224 WG 6 What we have: • Detailed design specifications • Principles • Adaptable user interfaces What we do not have: • Design Process • Test methods • Usability

12. Areas future work CEN TC 224 WG 6 • Security at the Man-Machine Interface • Validation and Verification in realtion to design process • Presentational techniques of HMI of card operated devices • Biometrics • Icons, symbols, pictograms for Biometrics • Multi-application cards / convergence • Contactless cards • Micro payments • Smart media and tokens • Route identification for transport applications

13. Status/background - NWI • Public procurement - requirements for universal access - now - support legislation (development ongoing) • Need to specify what is required - wrt universal access • Problem: What is required - context sensitive • Need to verify appropriate involvement + documentation of end users in design process • Need to objectively validate solutions - universal access - transparent - holistic • Choice of approach - based on Norwegian Standards (NORSOK) experience from another industry (Oil + Gas) • Initiative by Standards Norway + Convenor WG 6

14. NWI - possible approaches • Design process • Design guidance • Evaluation methods • CIF Usability • Combination

15. Option 1: Design process Content: • Rationale for adopting universal design process • Principles for universal design • Planning the universal design process • Universal access design process activities: • Understand and specify context of use • Specify user and organisational requirements • Produce design solutions • Evaluate designs against requirements • Annex: Sample procedure for demonstrating conformance to this standard

16. Option 1: Design process Advantages: • Emphasis on design process – getting the framework in place for appropriate design and evaluation • Design process tailored to self service systems • Separate document is easier to work with Disadvantages: • General design process is already covered in depth in ISO 13407 • Design guidance and evaluation methods for self service systems are either in separate standards or are not available

17. Option 2: Design guidance Content: • Rationale and benefits of implementing accessibility • Characteristics of those with special requirements • Design guidance: • Software • Hardware

18. Option 2: Design guidance Advantages: • Design guidance is specific to self-service devices – both software and hardware • Separate document is easier to work with Disadvantages: • Accessibility guidance is covered in ISO 9241 Parts 20 and 171 + ETSI TC HF documents • Software side of the design (for general interfaces) is covered in ISO 16071 • Design process and evaluation methods for self service systems are either in separate standards or not available

19. Option 3: Evaluation methods Content: • Planning for evaluation • Methods • Why • When • What • Involvement of end users • Annex: Example structure of usability evaluation report

20. Option 3: Evaluation methods Advantages: • In-depth description of the methods available • Methods tailored to design of self service systems • Separate document is easier to work with Disadvantages: • Methods are already covered in other standards (e.g. ISO 16982, ISO 13407) • Choice of methods/ performance requires expertise • Design process and design guidance for self service systems are either in separate standards or are not available • Evaluation needs to be seen in design process context

21. Option 4: CIF for usability test report • Common Industry Format (CIF) for usability test report, tailored to self service and universal access • Similar to ISO/IEC 25062, which is general • Standardises the information recorded and reported • Improves understanding between supplier and customer • Simplifies supplier’s task • Template provides standard structure for contents

22. Option 4: CIF for usability test report Standard used by: • Supplier: • Usability professionals to create reports in format required by customers • Customer: • Usability professionals to evaluate accessibility of product • Technical managers and decision makers

23. Option 4: CIF for usability test report • Advantages: • Tailored to self service and universal access • Disadvantages: • Goes against the principle of ISO/IEC 25062 - which is the industry standard

24. Option 5: Combined Content: • Rationale for adopting universal design process • Principles for universal design • Planning the universal design process • Universal design process activities • Rationale and benefits of implementing accessibility • Characteristics of those with special requirements • Design guidance • Evaluation methods • Annex: Sample procedure for demonstrating conformance to this standard • Annex: Example structure of usability evaluation report

25. Option 5: Combined Advantages: • A ‘one-stop’ standard – all information in one place • Methods tailored to design and evaluation of self service systems Disadvantages: • Standard could be large and difficult to manage • Time to market for standard • Process and methods are already covered in other standards (e.g. ISO 16982, ISO 13407)

26. Your views? • Which approach? • What exists already? • What work is ongoing - could be deployed in short term? • Establishment of liaisons/ input/ collaboration

27. Contact details CEN TC 224 WG 6 Contact details of the CEN TC 224 WG 6 convenor: Adam Balfour HUMAN FACTORS SOLUTIONS Jernbaneveien 4 1400 Ski Norway + 47 64 91 44 40 Email: adam@hfs.no