1. Towards a Framework for QoE Sergio Beker and Frédéric Guyard Orange Labs, Sophia-Antipolis, France

2. 2 Orange Labs Workshop on QoE – September 18 th 2009 Towards a Framework for Perceived Quality Notions What is this evasive beast we call Quality of Experience ?  Psychologist : "QoE is a multidimensional construct that consist of emotional, motivational and cognitive aspect of experience"

3. 3 Orange Labs Workshop on QoE – September 18 th 2009 Towards a Framework for Perceived Quality Notions What is this evasive beast we call Quality of Experience ?  Psychologist : "QoE is a multidimensional construct that consist of emotional, motivational and cognitive aspect of experience"

4. 4 Orange Labs Workshop on QoE – September 18 th 2009 Towards a Framework for Perceived Quality Notions What is this evasive beast we call Quality of Experience ?  Psychologist : "QoE is a multidimensional construct that consist of emotional, motivational and cognitive aspect of experience"  ITU-T P10/G100: QoE is "the overall acceptability of an application or service, as perceived subjectively by the end-user"

5. 5 Orange Labs Workshop on QoE – September 18 th 2009 Towards a Framework for Perceived Quality Notions What is this evasive beast we call Quality of Experience ?  Psychologist : "QoE is a multidimensional construct that consist of emotional, motivational and cognitive aspect of experience"  ITU-T P10/G100: QoE is "the overall acceptability of an application or service, as perceived subjectively by the end-user"

6. 6 Orange Labs Workshop on QoE – September 18 th 2009 Towards a Framework for Perceived Quality Notions

7. 7 What is this evasive beast we call Quality of Experience ?  Psychologist : "QoE is a multidimensional construct that consist of emotional, motivational and cognitive aspect of experience"  ITU-T P10/G100: QoE is "the overall acceptability of an application or service, as perceived subjectively by the end-user"  TMF SLA Handbook: "QoE is a collective term to form a measure of the quality of a service or product and includes all aspects of service: its performance, level of customer satisfaction in the total experience, pre and post sales, and the delivery of its product and services"

8. 8 Orange Labs Workshop on QoE – September 18 th 2009 Towards a Framework for Perceived Quality Notions What is this evasive beast we call Quality of Experience ?  Psychologist : "QoE is a multidimensional construct that consist of emotional, motivational and cognitive aspect of experience"  ITU-T P10/G100: QoE is "the overall acceptability of an application or service, as perceived subjectively by the end-user"  TMF SLA Handbook: "QoE is a collective term to form a measure of the quality of a service or product and includes all aspects of service: its performance, level of customer satisfaction in the total experience, pre and post sales, and the delivery of its product and services"

9. 9 Orange Labs Workshop on QoE – September 18 th 2009 Towards a Framework for Perceived Quality Notions What is this evasive beast we call Quality of Experience ?  Psychologist : "QoE is a multidimensional construct that consist of emotional, motivational and cognitive aspect of experience"  ITU-T P10/G100: QoE is "the overall acceptability of an application or service, as perceived subjectively by the end-user"  TMF SLA Handbook: "QoE is a collective term to form a measure of the quality of a service or product and includes all aspects of service: its performance, level of customer satisfaction in the total experience, pre and post sales, and the delivery of its product and services"  ETSI 202-534: QoE is "the performance of a user when using what is presented by a communication service or application user interface"

10. 10 Orange Labs Workshop on QoE – September 18 th 2009 Towards a Framework for Perceived Quality Notions What is this evasive beast we call Quality of Experience ?  Psychologist : "QoE is a multidimensional construct that consist of emotional, motivational and cognitive aspect of experience"  ITU-T P10/G100: QoE is "the overall acceptability of an application or service, as perceived subjectively by the end-user"  TMF SLA Handbook: "QoE is a collective term to form a measure of the quality of a service or product and includes all aspects of service: its performance, level of customer satisfaction in the total experience, pre and post sales, and the delivery of its product and services"  ETSI 202-534: QoE is "the performance of a user when using what is presented by a communication service or application user interface"  ETSI 102-274: Fitness-for-purpose is "the correct balance between technological performance and human performance, such that the interaction is both sufficient and beneficial to person-to-person communication and consistent with human expectation from face-to-face communication"

11. 11 Orange Labs Workshop on QoE – September 18 th 2009 Towards a Framework for Perceived Quality Notions Quality of experience, perceived quality, quality of user experience, quality of customer experience, fitness-for-purpose, user satisfaction ….  What are we speaking about?  Who is concerned?  What do we want to do with this? A QoE Framework Service Model + Communication Ecosystem QoS and QoE definition Context Actors and Roles Interfaces

12. 12 Orange Labs Workshop on QoE – September 18 th 2009 Towards a Framework for Perceived Quality Notions An example of Communication Ecosystem SLA person user network application service provider customer Quality of Experience Group SLA From K. Kilkki, “Quality of experience in communication ecosystems,” J. of Universal Computer Sciences, vol. 14, no. 5, pp. 615– 624, 2008. SLA

13. 13 Orange Labs Workshop on QoE – September 18 th 2009 Towards a Framework for Perceived Quality Notions An Example of Service Model Adapted from B. Bauer and A. Patrick 2004 10 Human 9 Context 8 Display 7 Application 6 Presentation 5 Session 4 Transport 3 Network 2 Data Link 1 Physical OSI HCI

14. 14 Orange Labs Workshop on QoE – September 18 th 2009 Towards a Framework for Perceived Quality Notions An Example of Service Model Adapted from B. Bauer and A. Patrick 2004 HCI – Human Computer Interaction Display: keyboard, headphone, screen … Context: task requirements, environmental Human: psycho-physics performance; history, social … 10 Human 9 Context 8 Display 7 Application 6 Presentation 5 Session 4 Transport 3 Network 2 Data Link 1 Physical OSI HCI

15. 15 Orange Labs Workshop on QoE – September 18 th 2009 Towards a Framework for Perceived Quality Notions Layer L-1 Layer L Notions of quality ? X L : measured parameters X L-1 : measured parameters Y L : Non-measured parameters Y L-1 : Non-measured parameters measure function quality indicator At level L SLA

16. 16 Orange Labs Workshop on QoE – September 18 th 2009 Towards a Framework for Perceived Quality Notions 10 Human 9 Context 8 Display 7 Application 6 Presentation 5 Session 4 Transport 3 Network 2 Data Link 1 Physical OSI HCI QoUE QoDisplay QoDesign Actor : User

17. 17 Orange Labs Workshop on QoE – September 18 th 2009 Towards a Framework for Perceived Quality Notions 10 Human 9 Context 8 Display 7 Application 6 Presentation 5 Session 4 Transport 3 Network 2 Data Link 1 Physical OSI HCI Behavioral psychologists, psychophysics Ergonomists Telecommunications Experts Network Application User

18. 18 Orange Labs Workshop on QoE – September 18 th 2009 Towards a Framework for Perceived Quality Notions Questions  Can we define unambiguously QoE  Can we build a simple workable model to encompass notions of context and of perceived quality