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CONTENTS
- Part 1: ADMINISTRATIVE INFORMATION
- Part 2: EXECUTIVE SUMMARY
- 1 Introduction........................................................................................................................................ Part 3:
- 1.1 Methodology........................................................................................................................................
- 1.2 Identified Applications........................................................................................................................
- 1.3 Functional blocks
- 2 The Notation Used.............................................................................................................................
- 2.1 Oval shape (or circle):.........................................................................................................................
- 2.2 Rectangle :...........................................................................................................................................
- 2.3 Decision Point......................................................................................................................................
- 2.4 Switch or Case
- 2.5 User Interface Attributes....................................................................................................................
- 3 General System Features..................................................................................................................
- 3.1 Network Configuration........................................................................................................................
- 3.2 System Data Updates..........................................................................................................................
- 3.3 Help Function.....................................................................................................................................
- 3.4 Statistics..............................................................................................................................................
- 3.5 System Timeouts.................................................................................................................................
- 3.6 System Security..................................................................................................................................
- 3.6.1 On-line Network Configuration..........................................................................................................
- 3.6.2 Publicly Accessible Terminal
- 3.6.3 System Data Updating.......................................................................................................................
- 3.7 New User Registration Procedure
- 3.8 Ergonomic aspects...............................................................................................................................
- 4 Applications........................................................................................................................................
- 4.1 Shopping Application..........................................................................................................................
- 4.2 Article Processing Application............................................................................................................
- 4.3 On-line Reservation Application.........................................................................................................
- 4.4 Information Application......................................................................................................................
- 4.5 Local Bulletin Board Application........................................................................................................
- 5 Application Flowcharts....................................................................................................................
- 5.1 Shopping Application..........................................................................................................................
- 5.2 Article Processing Application...........................................................................................................
- 5.3 Online Reservation Application..........................................................................................................
- 5.4 Information Application
- 5.5 Local Bulletin Board Application........................................................................................................
- 5.6 New User Registration Procedure......................................................................................................
- 6 Update Procedures for System Data................................................................................................
- 6.1 System Data Maintenance..................................................................................................................
- 6.1.1 User Administration Procedure..........................................................................................................
- 6.1.2 Updating of system data.....................................................................................................................
- 6.2 Automatic Data Updating...................................................................................................................
- 6.2.1 Automatic Data Updating Procedure Server.......................................................................................
- 6.2.2 Data Collection Procedure.................................................................................................................
- 6.2.3 Data Distribution Procedure..............................................................................................................
- 7 Library of Functional Blocks:...........................................................................................................
- 7.1 Identification Procedure.....................................................................................................................
- 7.1.1 Password Change Procedure..............................................................................................................
- 7.2 Ordering Procedure.............................................................................................................................
- 7.2.1 Shop Ordering Procedure...................................................................................................................
- 7.3 Order processing Procedure................................................................................................................
- 7.4 Local Printing.....................................................................................................................................
- 7.5 Send Fax Procedure............................................................................................................................
- 7.6 Audio Phone Link...............................................................................................................................
- 7.7 Search Function..................................................................................................................................
- 7.8 Form filling Procedure
- 8 User Interface......................................................................................................................................
- 8.1 General guidelines to usability/user friendliness.................................................................................
- 8.2 Application of standards......................................................................................................................
- 8.3 User interface attributes.......................................................................................................................
- 9 Logistics and Payment.......................................................................................................................
- 9.1 Introduction.........................................................................................................................................
- 9.2 Logistics requirements........................................................................................................................
- 9.3 Logistics system - design considerations............................................................................................
- 9.4 Management and contractual features of logistics system.................................................................
- 9.5 Payment...............................................................................................................................................
- 10 Hardware Requirements...................................................................................................................
- 10.1 IRS-RIP Server Configuration............................................................................................................
- 10.2 Internet Server Configuration............................................................................................................
- 10.3 Public Access Multimedia Terminals (PAMT)...................................................................................
- 10.4 IRS hometerminal...............................................................................................................................
- 10.5 PC hometerminal................................................................................................................................
- 11 Technology Platform
- 11.1 Introduction..........................................................................................................................................
- 11.2 Context.................................................................................................................................................
- 11.3 TELEPROMISE and Internet/WWW..................................................................................................
- 11.3.1 Internet compatibility..........................................................................................................................
- 11.3.2 Currently available application programming tools...........................................................................
- 11.3.3 Expectations of future developments in Internet.................................................................................
- 11.3.4 Hardware, Communication and user interface considerations
- 11.4 System Maintenance............................................................................................................................
- 11.4.1 Regular updating of system data (daily, weekly, monthly)..................................................................
- 11.4.2 Making functional changes to the application....................................................................................
- 11.4.3 Long term maintenance and ownership of the application.................................................................
- 11.5 Building the demonstrator / resource constraints................................................................................
- 11.6 Future exploitation...............................................................................................................................
- 11.7 Related policy and strategic issues......................................................................................................
- 11.7.1 Strategic policy....................................................................................................................................
- 11.7.2 User feedback......................................................................................................................................
- 11.8 Recommended solutions......................................................................................................................
Part 2
EXECUTIVE SUMMARY
This report contains the user requirement and functional specifications for the TELEPROMISE project demonstrator. The specifications define the user-system relationships and they draw on the research with end-users and service providers in the three pilot areas. They provide the basis for the design and building of the working- models of the demonstrator which will now follow. Usability for the project’s target group of the general public is a key element and the methodology used takes account of good practice principles for usability/user-centred design from documentation commissioned by the European Commission DG XIII.
The tele-services proposed as a result of the research with end-users and service providers in all three pilot areas are broken down into five ‘generic’ applications. The functional specifications are designed to cover all of these, while individual areas/countries will determine which subset(s) to implement according to the particular services they are proposing to implement. The five generic applications are: shopping application article processing application on-line reservation application information application local bulletin board application. The processes and procedures which are involved in implementing the functions for each of these applications are described in the form of flowcharts. Functions which are common to different applications like user identification procedure, ordering, form filling, communication procedures and printing are also specified.
General system features are also included in the specifications: these include: the registration procedure for new users (required, for example, for users who wish to access personal information or to order goods or services via the system) the up-date procedures for system data (system data maintenance and automatic data up-dating) statistics (logging procedures, both in relation to communication procedures and the usage of services) help function system security: communication issues relating to the on-line network configuration additional factors relating to a publicly accessible terminal in relation to system data updating.
The specifications also include a number of guidelines relating to the user interface. There is particular reference to usability/user friendliness, given the profile of the project’s target group of ordinary citizens in rural areas, together with reference to the standards to be taken into account in relation to various user interface attributes.
The report also covers a number of other matters which are relevant to these functional specifications where this is required in order to progress the design and building of the demonstrator. These include ‘logistics and payment’ and ‘technology platform’.
Logistics is an essential element of the tele-services in this project where the ordering and delivery of tangible goods is involved (e.g. delivery of articles from shop to customer in the tele-shopping application). While the appropriate logistics system will largely depend on the particular local circumstances prevailing, the report sets out (per generic application) the generic factors which need to be taken into account in establishing and operating a logistics system such that it can most effectively support the tele-services.
Similarly, features required of a payment system, and options for realising this system, are set out. Electronic payment procedures are not included in the project, for the time being at least, pending the availability of a secure, accepted system/standard.
Finally, the choice of technology platform for realising these applications in the context of the TELEPROMISE project is considered. The report reproduces a note prepared to stimulate discussion within the project consortium on this topic. Usability, the local, small-scale nature of many of the providers of the tele-services, technology strategies and trends are among the aspects considered. Issues relating to Internet and the developments carried out for the project using Remote Imaging Protocol (RIP) for the fast prototype phase are set out. Technological features of alternative approaches, programming tools, system maintenance factors and future exploitation are considered. The recommended solutions are summarised in the context of a ‘technology development route’ and an associated diagram illustrating this communications network is presented.
is as efficient as possible (i.e. carried out once only for the project as a whole). Clearly the user interface/the tele- services themselves will need to be available in the three required languages (or four including both English and Irish which will be the case for several of the services in the Irish pilot area).
The procedures are generally documented by means of flowcharts. This approach has been chosen because it is considered the most comprehensible and comprehensive way to set out the processes. Text relating to these flowcharts has been kept to a minimum since they have been designed to be ‘self explanatory’.
System issues that will apply to the system in general are not repeated per application but these aspects of functionality are explained briefly in chapter 3.
1.2. Identified Applications
Depending upon the different procedures which they involve, the documentation of the functionality of the applications has been divided into various categories:
First of all the standard user applications: a shopping application an article processing application an on-line reservation application an information application a local bulletin board application
and maintenance functions: registration procedure for new users update procedures for system data
1.3. Functional blocks
The functions within the applications are described in ‘functional blocks’. A documented functional block can consist of several levels of flowcharts with increasing level of detail. As mentioned above, finding commonality between these functional blocks is important. Where functional blocks are used in several places in the application(s) they are documented in the “library of functional blocks” in Chapter 7 of this document. A functional block that is defined in that “library of functional blocks” can be recognised by a unique name printed in bold while precisely that name is the identifier in the library.
Each member in the design team was able to add a new functional block. Where such a block was defined by two members independently, these were merged into one for use in the ‘library’.
The Notation Used
The diagrams used are of the flowchart type. The processes are graphically represented by shapes. The sequences of events are indicated by lines or arrows between the symbols. In general, the normal sequence is drawn vertically from the top to the bottom of the diagram. Along the arrows or lines, in text, the user action is explained.
In general the number of different symbols has been limited to just three:
2.1. Oval shape (or circle):
Introduction Screen
This indicates a start or end point of a (sub) process.
Additional text can indicate start conditions or end results of the process.
2.2. Rectangle :
5.2 Supermarket
Teleshopping session.
This indicates a process, described by the text in the rectangle. The number in the rectangle indicates the position and level in this specific block in the application. If more detailed, lower level documentation of this functional block exists, it is documented 5.2.1 - 5.2.9 etc.
If a process, drawn as described above, is in fact extracted from the ‘library’, then the text is printed in bold. That line of text is then exactly the same as the name of the library function.
2.3. Decision Point
Registered User?
Yes No
This indicates a decision point in the procedure, with indication of what the outcome of the question in the parallelogram can be. In accordance with good practice, question symbols are entered vertically from the top. The exit points are selected as appropriate.
General System Features
3.1. Network Configuration
In setting up a communication system like that required for the TELEPROMISE project, two possible modes of operation can be defined: the on-line and the off-line mode. In an on-line mode the equipment used by the user needs to contact a server where the required information or program to control the session is available. This requires the user equipment only to be able to interpret a pre- defined protocol and continuous updates of the data involved will only have to be performed in the server. The server will also handle subsequent actions like the sending of order messages etc. A disadvantage to the user is the need for a communication link, which makes for less rapid response times during sessions (as well, of course, as communication costs). This mode clearly requires procedures for remote databases to be updated on the central server. Working off-line requires the equipment directly available to the user to be fully self supporting, therefore containing all data and applications. A major advantage to the user is that the response times during the session are not limited by any communication channel, the application is as fast as possible, only dependant upon the PC used. This mode requires databases to be able to be updated at the terminal itself.
Within the TELEPROMISE project, end-users are to be able to access services either via a multimedia home- terminal (MHT) or a public access multimedia terminal (PAMT). All possible home-terminal configurations are intended to be operating in on-line mode (both PCs and home-terminals as developed by IRS). Public access terminals (PAMTs) are capable of operating either in on-line or in off-line mode. As an example, a PAMT can be configured to allow off-line shopping, while access to external information is also able to be selected (an on-line mode). During the process of defining the functional specifications, the influence that the on-line or off-line mode can have on the specification is taken into account where appropriate.
The network configuration applying in the project is shown in the diagram at the end of Chapter 11 of this report. This network is the solution chosen by the project consortium following the considerations realting to the choice of technology platform which are described in that Chapter. This diagram “TELEPROMISE Communications Network” also indicates all possible communication links between terminals and servers in the project:
Internet WWW sessions: on-line mode communications from a PAMT or a PC-Hometerminal to the WWW through a modem telephone line connection and an Internet provider to Internet. This allows general use of Internet features, requiring an Internet communication program in the PAMT or PC-hometerminal (i.e. Web browser). ‘IRS-RIP’ sessions: i.e. on-line mode communications from PAMT or IRS-Hometerminals through a telephone modem link to an IRS-RIP server containing the IRS-RIP application. Messages to service providers: provider messages can be generated in several ways: by fax from an IRS-RIP server, by fax from a PAMT after an off-line mode session and during Internet sessions as e-mail messages between terminals and e-mail addresses of TELEPROMISE tele-service providers. ‘IRS-RIP’ Internet session: when the IRS-RIP protocol becomes available using TCP/IP protocol the PAMT and IRS-Hometerminals will be able to communicate with an IRS-RIP server through an Internet provider and the Internet. This will gain the advantages of a global communications network.
3.2. System Data Updates
System data (article lists, information files, local bulletins, messages) require regular updating.
When a server is in use to enable on-line operation it is advantageous to have that centralised computer at the system operator’s location, preferably connected to a local LAN network for easy updates. That network can possibly also hold the ‘master-files’ for distribution to the off-line computers. If the centralised computer is rented from a provider, the tools made available by the providing party will determine how easy access to the data files will be (firewall issues).
New data (price or article lists, images etc.) for the PAMT off-line could of course be installed by using floppy disks. A step towards more efficiency, however, will be to download new data or code over the telephone line through a modem, probably initiated by a system operator. A further step will be having all the PAMTs automatically (preferably at night-time) dial in on a central computer to get an update of data and/or code without human interaction.
Another issue concerning the distribution of data arises from the use of local bulletin boards. It is considered desirable to have input made in one specific PAMT show up automatically in the other terminals of the same system. If that input has been entered in an off-line mode, automatic distribution of that information is also a system updating element that needs to be implemented. In the case of MHTs (which always work on-line), then clearly users will always have access to up-to-date information via the server.
Update procedures for system data are considered specifically in Chapter 6 of this report.
3.3. Help Function
It is considered appropriate as part of the system’s ‘user-centred design’ to include a help function. The most appropriate way of presenting this to the user is considered to be by having a ‘HELP’ button on every screen that generates a text screen when selected. That text screen will apply to that particular screen.
3.4. Statistics
Statistics concerning usage are very important for evaluation of the system, identifying areas for improvement and assessing future exploitation potential. Statistics are required at two levels:
- Low level logging of communication procedures , error rates, sudden communication loss etc. The results of this process can be very helpful in performance enhancement and error fixing. In particular, clearly any communication problems experienced in the on-line mode must be logged.
- Logging of user activity. Processing the logged data generates valuable information about the use of the different services, when help-functions are used etc. A subject that needs to be handled very carefully here is the privacy of the user. Therefore the logged information will only be available to the system operator. 1. System Timeouts
Especially for publicly accessible terminals, when a system is not in use for a certain period of time (2-3 minutes), it is required that it returns to the initial state (introduction screen). When a user has identified himself to the system, the time-out period will automatically be set to a shorter period of time.
2. System Security
In this configuration the communication media are not relevant as user sessions are usually off-line. In the case of an on-line session, then para. 3.6.1 above is applicable.
3.7. System Data Updating
In both configurations mentioned above, system data (article lists, information files, local bulletins, messages etc.) need regular updating. This updating should be possible remotely. Basically, all issues mentioned in para. 3.6. apply here as well. The encryption algorithms should be different ones than those used in the MHTs and if access to the system is also allowed to not only the system operator but also to individual service providers, everyone authorised will need to have different passwords and a clearly defined, restricted access to the system (e.g. a supermarket will only be allowed access to its particular supermarket article directories).
In all circumstances, these updating sessions will only be made available across straight modem-to-modem links and not on open computer networks. Additionally, other proven methods can be considered, like dial back procedures etc.
3. New User Registration Procedure
There will be an on-line procedure for the registration of system users. Registration is necessary for all end-users wishing to access applications/parts of applications where, for example, articles may be ordered or where personal or private information is available. A system operator may in any case wish to operate user registration in order to control access to the system or as part of the exploitation where a subscription system is to operate.
The procedures involved are set out in flowchart 5.6. The system operator will in each case determine the most practical means of handling registration forms and of issuing approved users with confirmation etc.
4. Ergonomic aspects
PAMT and IRS hometerminal The visual display viewing angles will be such that the terminals can be placed on a shelf, desk etc. at varying heights according to the particular circumstances. With the PAMT, account will be taken of the fact that the user will operate it by means of a touchscreen while the IRS hometerminal is optimised for use by means of touch-pad operation. The design must ensure that operation is possible for as wide a public as possible and does not quickly lead to discomfort etc.
In general, the design of these terminals will take account of the need for them to be able to be placed in a variety of indoor locations.
Control devices Since the project’s target group is the general public, including those with no knowledge of computers, control devices will be touchscreen or touchpad in preference to keyboard or operation by mouse wherever possible (see also Chapter 8 ‘User Interface’).
Applications
The system will start-up automatically with the ‘introduction screen’. This screen shows clickable objects that give access to all available services. Each service fits within one of the categories of applications described in this Chapter. If more services are available than can fit into one screen, a clickabe ‘more’ button will be used to indicate additional screens. Besides these services, a clickable button will also be available for New User Registration.
In this Chapter the procedures involved in the functional specifications for the following categories of applications are defined:
1.4. Shopping Application
Main aspects : Selecting items (articles or services) from structured groups and subgroups, creating a ‘shopping list’. Items can be accompanied by images, sound or textfields for additional information. Search function. Delivery of and payment for item involved (delivery time/place required). Session results in an automatic fax of the order to the service provider and optionally a printout of the order list for the end-user.
Examples: Supermarket, chemist, hardware store etc.
Generic description : The ordering/purchase of goods which are delivered from stock.
1.5. Article Processing Application
Main aspects: Selecting articles in combination with process to be applied, creating an ‘article-process list’ (2-dimensional matrix selection). Articles and processes can be accompanied by images or textfields for additional information. Not all processes can be applied to all articles. Picking up and return of articles involved (pick-up and return time/place required). Automatic printing of labels required to tag articles to be processed. Session results in an automatic fax to the provider and optionally a user printout of the order list. Payment by client to service provider.
Examples: Laundry service, film processing shop.
Generic description : The ordering of processing services which have a predictable processing time and require the picking up and returning of articles to be processed.
Application Flowcharts
In this chapter, the applications as defined in chapter 4 are described in more detail in the form of flowcharts.
2.6. Shopping Application
Introduction Screen
Article or Service Selection
Procedure
Anything selected?
No
Yes
Ordering Procedure
Ordered?
No
Yes
Order Processing Procedure
Introduction Screen
Article or Service Selection
Procedure
System Displays:
Group List
User Selection:
Selection Buttons
Special Offers
Group selection
"Back"
Special Offers Procedure
Standard Shopping Procedure
Article or Service Selection
Procedure End
List Function
Start
Identification Procedure
User
Registered?
No
Yes
Show Information about
Registration Procedure
Text Field & SelectionButtons
System Displays:
list of available shopping lists for this specific
user
User Selection:
Selection Buttons
Saving Current List
Read List Request user to
input shopping
Delete List list name
Alpha Input
“Back”
Add Selected List to
Shopping list
Remove Selected
Shopping List
List Function
End
Special Offers Procedure
Start
System Displays:
list special offers and shopping list
User Selection:
Selection Buttons
Article selection
Adjust Article Amount
“Back”
Add Article to
Shopping list
Adjust
Shopping List
Special Offers Procedure
End
2.7.
