scope:

The present document identifies key issues, solutions and actions for multimodal interaction, communication and navigation at the user interface with ICT systems and terminals. It specifically addresses the usage context of transactional interactions for independent living e.g. on-line expenses forms and diaries (employment); on-line shopping and banking (home); on-line gaming and travel agency (leisure); learning delivery systems (education). To add to previous guidance provided by HF such as EG 202 116 [2] and TR 102 068 [3].

The present document focuses on the dynamics of multimodal transactionshser dialogues for the full diversity of users of ICT systems and terminals. It identifies how simplifications, translations, sensory transpositions, or other presentation or content manipulations of a multimodal transaction can be used to improve ease of access for people with sensory, motor or cognitive impairments to telecommunications products and services. It reports the results of consultation with users and user groups to identiSl the areas of transactional interactions that are currently providing a barrier to ICT access. To overcome these barriers a structured set of design and implementation guidelines is presented.

The present document emphasizes opportunities for simple generic human factors solutions that are commercially attractive to network operators and equipment providers for delivery as a sustainable revenue generating activity. These are open information and communications technologies to consumers who might otherwise be excluded. In addition it makes recommendations for the specific actions that need to be taken in this area to overcome barriers and expand use. Where possible this is supported by illustrations or examples.

The recommendations, guidelines and principles given here have been produced from a "design for all" perspective. While they have been produced out of observation and consultation with disabled people they have been constructed to be of value in making multimodal dialogues easier and more effective for all users not just those involved in their construction. The present document does not address the special needs of young children for access to ICT, which is dealt with in TR 102 133 [4].