Towards a Framework for QoE

Sergio Beker and Frédéric Guyard

Orange Labs, Sophia-Antipolis, France

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

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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"

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

3

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"

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

4

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"

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

5

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"

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

6

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

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"

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

8

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"

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

9

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"

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

10

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"

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

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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 +CommunicationEcosystem

QoS and QoE definition

Context

Actors and Roles

Interfaces

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

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An example of Communication Ecosystem

SLA

personuser

networkapplication

serviceprovider

customer

Quality of Experience

Group

SLA SLA

From K. Kilkki, “Quality of experience in communication ecosystems,” J. of Universal Computer Sciences, vol. 14, no. 5, pp. 615–624, 2008.

SLA

SLA

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

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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

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

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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

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

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Layer L-1

Layer L

Notions of quality ?

XL: measured parameters

XL-1: measured parameters

YL: Non-measuredparameters

YL-1: Non-measured parameters

measurefunction

1( , , )L L L L LQ F X Y Q

1 1 1 1 2( , , )L L L L LQ F X Y Q

quality indicatorAt level L

SLA

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

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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

QoE QoUE

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

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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

TelecommunicationsExperts

Netw

ork

Ap

plica

tion

Use

r

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

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Questions

Can we define unambiguously QoE

Can we build a simple workable model to encompass notions of context and of perceived quality