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ETSI GUIDE
User Group;
User Centric Approach: Guidance for users;
Best practices to interact in the Digital Ecosystem
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2 ETSI EG 203 602 V1.1.1 (2019-04)
Reference
DEG/USER-0047
Keywords
IoT, QoE, USER
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3 ETSI EG 203 602 V1.1.1 (2019-04)
Contents
Intellectual Property Rights . 5
Foreword . 5
Modal verbs terminology . 5
Introduction . 5
1 Scope . 7
2 References . 7
2.1 Normative references . 7
2.2 Informative references . 7
3 Definition of terms, symbols and abbreviations . 7
3.1 Terms . 7
3.2 Symbols . 8
3.3 Abbreviations . 8
4 User in front of the service platform . 9
4.1 From settings to personalized service composition . 9
4.1.1 Generic model . 9
4.1.2 User point of view . 10
4.2 User expectations . 10
4.2.1 User experience (UX) . 10
4.2.2 Security: data protection and privacy. 13
4.2.2.1 User expectations of Data Protection . 13
4.2.2.2 User expectations of Privacy . 13
4.3 Service composition . 14
4.3.0 Introduction. 14
4.3.1 Services offered by composition . 14
4.3.2 Adaptation and personalization of services . 15
5 User process for Smart Meters (functional model) . 15
6 Profiles (Information model) . 18
6.1 User profile . 18
6.1.1 User profile representation . 18
6.1.2 Personal information . 18
6.1.3 Role information . 19
6.1.4 User geo-spatial information. 20
6.1.4.0 Introduction . 20
6.1.4.1 Information about the residence . 20
6.1.4.2 Information about the workplace . 20
6.1.5 User agenda information . 21
6.1.6 User preference information . 21
6.1.6.0 Introduction . 21
6.1.6.1 General preference . 22
6.1.6.2 Equipment (terminal) preference information . 22
6.1.6.3 Network preference . 22
6.1.6.4 Service preference . 23
6.2 User resource profile (equipment, network, service) . 23
6.2.0 Introduction. 23
6.2.1 Equipment resource profile . 24
6.2.2 Network resource profile . 24
6.2.3 Service resource profile . 25
6.3 Data protection . 25
7 Recommendations . 26
7.1 QoE . 26
7.2 User and digital services . 27
7.2.1 User Services best practices . 27
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4 ETSI EG 203 602 V1.1.1 (2019-04)
7.2.1.0 Introduction . 27
7.2.1.1 User Process best practices . 27
7.2.1.2 User Management Services best practices . 27
7.2.1.3 Security best practices . 28
7.3 User and data . 29
7.3.1 User profile . 29
7.3.2 User resource profile . 29
7.3.3 Data protection . 30
Annex A: Additional Survey . 31
Annex B: Bibliography . 32
Annex C: Authors & contributors . 33
History . 34
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5 ETSI EG 203 602 V1.1.1 (2019-04)
Intellectual Property Rights
Essential patents
IPRs essential or potentially essential to normative deliverables 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 (https://ipr.etsi.org/).
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.
Trademarks
The present document may include trademarks and/or tradenames which are asserted and/or registered by their owners.
ETSI claims no ownership of these except for any which are indicated as being the property of ETSI, and conveys no
right to use or reproduce any trademark and/or tradename. Mention of those trademarks in the present document does
not constitute an endorsement by ETSI of products, services or organizations associated with those trademarks.
Foreword
This ETSI Guide (EG) has been produced by ETSI User Group (USER).
Modal verbs terminology
In the present document "should", "should not", "may", "need not", "will", "will not", "can" and "cannot" are to be
interpreted as described in clause 3.2 of the ETSI Drafting Rules (Verbal forms for the expression of provisions).
"must" and "must not" are NOT allowed in ETSI deliverables except when used in direct citation.
Introduction
The present document has been produced by STF 543 experts.
The concept of the full Project is to define 5 dimension model called ACIFO. The 5 dimension model is based on 5
submodels 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, etc.) 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.
• Functional Model aciFo: defines the functionalities (the process) to compose any service based on "micro-
services".
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6 ETSI EG 203 602 V1.1.1 (2019-04)
• Organization Model acifO: defines the role of any actor and which actor is responsible of each action. ("Who
is doing what?").
These five dimensions should be shared by the user and the supplier/provider. For the user, it should be possible to
define (or to choose) the level of autonomy and control for the personalized composition of services.
The four deliverables produced by STF 543 define the different dimensions:
• ETSI TR 103 438 [i.1] focuses on the Architecture and the Organization. It includes the use cases and the
results of the survey.
• ETSI EG 203 602 (the present document) focuses on the information and the functionalities. It is dedicated to
the user. It provides analysis and recommendations from the information and functionalities.
• ETSI TR 103 603 [i.2] 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.
• ETSI TR 103 604 [i.3] 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).
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7 ETSI EG 203 602 V1.1.1 (2019-04)
1 Scope
The present document defines guidance to the user in order to build its own service composition with the expected and
relevant Quality of Experience (QoE) and to ensure their data privacy.
It focuses on analysis of functionalities and information from the user point of view.
It provides recommendations from functional and informational elements.
The present document defines the intersection of the "user centric" and the "user interface" which contains the different
profiles of the user and equipment to adapt to user's new needs. Thus according to the possibilities offered by the
equipment, the networks and the software platforms, a personalization is possible.
The present document includes the results of an additional survey that complete the results obtained in the initial survey,
defined in ETSI TR 103 438 [i.1].
2 References
2.1 Normative references
Normative references are not applicable in the present document.
2.2 Informative references
References are either specific (identified by date of publication and/or edition number or version number) or
non-specific. For specific references, only the cited version applies. For non-specific references, the latest version of the
referenced document (including any amendments) applies.
NOTE: While any hyperlinks included in this clause were valid at the time of publication, ETSI cannot guarantee
their long term validity.
The following referenced documents are not necessary for the application of the present document but they assist the
user with regard to a particular subject area.
[i.1] ETSI TR 103 438: "User Group; User centric approach in Digital Ecosystem".
[i.2] ETSI TR 103 603: "USER Guidance for providers and standardization makers".
[i.3] ETSI TR 103 604: "USER; User centric approach Qualification of the interaction with the digital
ecosystem".
[i.4] ETSI EN 301 549: "Accessibility requirements suitable for public procurement of ICT products
and services in Europe".
[i.5] Directive on Security of Network and Information Systems and the General Data Protection
Regulation (GDPR) Regulation (EU) 2016/679.
3 Definition of terms, symbols and abbreviations
3.1 Terms
For the purposes of the present document, the following terms apply:
ACIFO: 5-dimension model, based on recommendations and common objectives for Users and Providers, giving the
capability for the User to compose the needed services
NOTE: The 5-dimension model creates one unique and integrated solution.
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8 ETSI EG 203 602 V1.1.1 (2019-04)
cloud: network of remote servers hosted on the Internet and used to store, manage, and process data in place of local
servers or personal computers
dew: programming model for enabling ubiquitous, pervasive, and convenient ready-to-go, plug-in facility empowered
personal network
NOTE: Dew computing is a new computing paradigm appeared after the widely acceptance of cloud computing.
Dew computing has two key features: first, local computers (desktops, laptops, tablets, and smart phones)
provide rich micro-services independent of cloud services; second, these micro services inherently
collaborate with cloud services. Dew computing concerns the distribution of workloads between cloud
servers and local computers, and its focus is the software organization of local computers. The goal of
dew computing is to fully realize the potentials of local computers and cloud services.
edge: computation largely or completely performed on distributed devices
equipment (terminal): in the present document, large range of user and provider equipment, including terminals,
gateways, boxes, routers
fog: decentralized computation, data storage and application services
NOTE: Fog computing, also known as fog networking or fogging, is a decentralized computing infrastructure in
which data, processing, storage and applications are distributed in the most logical, efficient place
between the data source and the cloud. Fog computing essentially extends cloud computing and services
to the edge of the network, bringing the advantages and power of the cloud closer to where data is created
and acted upon.
micro-service: basic and simple service (with SoA properties) that can be combined for the composition of services as
expected by the User
NOTE: The basic concept behind this term is that each service performs a unique feature (e.g. for security,
"authentication" is a micro-service, for discovery, "find" is a micro-service).
profile: information template (model) to provide or to access to personalized services
user-centric: user who is the heart of the ecosystem
NOTE: This means that the user constrains the whole environment, unlike other contexts where that is the
application (application-centric), or network (network-centric) or the system (system-centric) which
constrains the context.
3.2 Symbols
Void.
3.3 Abbreviations
For the purposes of the present document, the following abbreviations apply:
API Application Programming Interface
AV AntiVirus
CD Compact Disc
DVD Digital Versatile Disc
EU European Union
GDPR General Data Protection Regulation
HMI Human Machine Interface
https hypertext transfer protocol secure
ID IDentity
IMEI International Mobile Equipment Identity
MIPs Microprocessor without Interlocked Pipeline stages
NGN New Generation Network
OS Operating System
PaaS Platform as a Service
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9 ETSI EG 203 602 V1.1.1 (2019-04)
QoS Quality of Service
QoE Quality of Experience
RFID Radio Frequency IDentification
SD Secure Digital
SLO Service Level Objective
SMS Short Message Service
USB Universal Serial Bus
UX User eXperience
VOD Video On Demand
Wi-Fi Wireless Fidelity
4 User in front of the service platform
4.1 From settings to personalized service composition
4.1.1 Generic model
The generic model from the User point of view, as defined in ETSI TR 103 438 [i.1], is shown in figure 1.
Figure 1: "User-Centric" generic model
What are the reading keys of this generic model of the digital ecosystem as proposed in ETSI TR 103 438 [i.1]?
The emerging usages and the providers' strategies will be put in perspective with the new emerging paradigms:
• On one hand, the human dimension, the more active role of users, the consumers behavior (mobility, social
networks, interest groups, groups of customers, etc.), the need of service personalization, the wish that all the
technologies are available for everyone and that the virtual reality is supporting the human reality.
• On the other hand, services are dematerialized, which changes the way to design services, the assembly of
services, the way to deliver services to consumers and to ensure service continuity and even the consumption
modes of the user who becomes more and more the " master of the game".
The global objective is to facilitate access to usages in providing personalized information at the right time.
That means that the relationship between users and providers are evolving significantly. From the passive client
incurring offers to the active user who takes ownership of the central role, applicant of innovation, personalization and
freedom.
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10 ETSI EG 203 602 V1.1.1 (2019-04)
This "user-centric" evolution implies to provide contents and personalized services to the user, depending on location,
agenda, preference, at the right time, without technical, spatial and temporal constraints, in a framework of confidence
and of shared freedom.
4.1.2 User point of view
First, user has a more and more thorough of the offers. User expects to dispose of rich and pertinent information within
the environment, including opinions coming from social networks, from comparison tools and measurement tools. User
may also expect to be able to use real engineering and personalized tools. The price based on usage offers a wide
flexibility to the user. Per share offers are replaced by packages of customizable services.
Services offers should be adjusted to lifestyle changes, users' habits, especially in urban environment, but also in rural
environment which create insulation.
Services operating hours reach out to 24 hours a day, 7 days a week. Dematerialization may reduce user trips and
enables home delivery services, signatures of contracts, invoices which is an economy source for users and providers.
Dematerialization goes together with eco-attitude.
Personalization means exploitation of client personal data. This situation may be paradoxical because on one hand the
client may wish a " user centric" offer and on the other hand the user is sensitive to risks on personal digital privacy.
The sensitivity level is variable depending on cultures. The challenge of personal data protection is consequently
important and personal data exploitation should have a sufficient counterpart, in terms of added value in services
delivery.
This information personalization may be more than the use of collaborative filtering. It may use the users browsing
behaviors to offer predictable contents. The proposals remain targeted and coherent, independently of the channel.
Personalization is contextual and uses in particular the location in order to meet expectations of customers who are
looking for local services (agencies, shops, cinemas, public services, car parks, etc.).
Secondly, dematerialization results in fully digital managing of data and professional documents (contracts, invoices,
flyers, technical contents, administrative supports, mailing and messaging) which transit inside companies and/or in the
context of exchanges between partners (administrations, clients, providers, etc). Dematerialization is the replacement of
printed documents by digital supports, leading to the paperless office. Beyond supports dematerialization, the
commercial activities which have been during a long time supported by physical agencies are dematerialized via web,
mobile web, call centers or video call centers.
Moreover "user experience" becomes "multichannel", that means, a coherent service delivery, whatever the access
mode to information system and in particular that any done operation, whatever the equipment (terminal) and all the
channels.
Additionally a process initiated via one of the channels may be carried over another or several others.
A strong decoupling is needed between the business functions delivered by the heart of the distribution system and the
presentation layers.
The evolution of economical organizations including the specialization by profession will need an orchestration of the
specific contributions to propose a high added value to the user, a seamless offer rather than an incoherent juxtaposition.
Inevitably this leads to design an architecture-oriented service and platforms "as a service" (PaaS).
To complete it should be noted that users grant a very high importance to own mobile phone, which includes a lot of
possibilities ("a real swiss knife"), providing comfort, cocooning in the private life, affect, professional efficiency, but
also perceived as intrusive.
4.2 User expectations
4.2.1 User experience (UX)
A good digital user experience is based on:
• always on line;
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• services easily accessible anytime and everywhere;
• on demand;
• at real-time;
• available in self-service along with a fast helpdesk service response.
For the user, that means a good level of flexibility and control of his digital environment.
People need to find easily and quickly information about a service:
• How to order it?
• How going to pay for it?
• How to configure it?
• How to keep the control on it?
Users also need to be in a relationship of trust with their providers. That means that users benefit of transparency and
proofs of security and privacy protection.
As part of the development of the present document a survey has been conducted in order to understand what is the
current level of flexibility control
...