Transcript Slide 1

Next Generation Internet and
Quality of Experience
Kalevi Kilkki
EuroFGI IA.7.6 Workshop on
Socio-Economic Issues of NGI
Santander, Spain
28-29 June 2007
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Workshop on Socio-Economic Issues of NGI / Kilkki / 28.6.2007
Content
What is Quality of Experience?
How could we analyze it?
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Workshop on Socio-Economic Issues of NGI / Kilkki / 28.6.2007
Historical perspective: Papers in IEEE database
QoS vs. QoE
Terms in abstract
7.0
Quality of
Service
or QoS
Quality of
Experience
or QoE
2002
1102
1
2003
1328
3
2004
1540
3
2005
1720
3
2006
1681
10
6.0
ATM
Ethernet
Wireless
Internet
5.0
4.0
3.0
2.0
1.0
0.0
1989
1994
1999
2004
Relative share of QoS papers with the keyword
1 = average share of QoS papers over all networking papers
Too many QoS papers is bad for any networking technology
because the scope of QoS is too narrow
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Workshop on Socio-Economic Issues of NGI / Kilkki / 28.6.2007
Very brief literature study about Quality of Experience
Quotations from QoE papers
Liu Li-yuan, et al, 2006
• “The function of quality of experience (QoE) evaluation includes two
aspects: to monitor the experience of user on-line, then to control and
justify the service based on the QoE to ensure that the quality of service
can highly meet the requirements of the user.”
Lopez, et al, 2006
• “Quality of experience (QoE) has been defined as an extension of the
traditional quality of service (QoS) in the sense that QoE provides
information regarding the delivered services from an end-user point of
view.”
Some more references in extra slides
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Workshop on Socio-Economic Issues of NGI / Kilkki / 28.6.2007
What does QoE mean?
Definition = meaning (not purpose)
• It is questionable to define QoE as an extension of something
(QoS), or through a specific goal (optimization of service).
Wikipedia
• In business terminology QoE is also known as "Quality of
User Experience," and is a subjective measure of a
customer's experiences with a vendor.
• QoE as regards telecommunications networks is a purely
subjective measure from the user’s perspective of the overall
value of the service provided.
Obviously some confusion about the genuine meaning of QoE
• Let us take a somewhat broader view
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Workshop on Socio-Economic Issues of NGI / Kilkki / 28.6.2007
The big picture: Ecosystem modeling
Communications ecosystem
is immensely complex
To manage the complexity, it
can be divided into three areas
• Human behavior
• Business analysis
• Technical performance
Ultimate goal is to give
credible estimates about
• benefits obtained
by persons,
• user and customer
behavior, and
• business opportunity (€)
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Group
member
Person
User
Application
Device
Customer
Device
vendor
Content
owner
Workshop on Socio-Economic Issues of NGI / Kilkki / 28.6.2007
Service
provider
€
Network
operator
Network
Modeling human behavior
Person with different roles
QoE
• Person when thinking
about fundamental needs
and overall satisfaction
• User when using
applications or
services
• Customer when
selecting and buying
products and services
• Group member when
interacting with others
Group
member
User
Application
QoS
Network
Customer
is related to all roles
© Nokia Siemens Networks
Mean Opinion Score
Person
• Quality of Experience
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MOS
Workshop on Socio-Economic Issues of NGI / Kilkki / 28.6.2007
Marketing
Vendor /
Provider
Dictionary approach
Dictionary
• Experience: the totality of a person's perceptions, feelings,
and memories
• Quality: the basic character or nature of something
QoE: the basic nature of a person's perceptions, feelings, and
memories
– far-reaching definition, hard to apply in a concrete analysis
• Still, we may keep QoE as the most
generic concept, and then define
additional terms for each role
• From modeling viewpoint that is
the most reasonable approach
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Workshop on Socio-Economic Issues of NGI / Kilkki / 28.6.2007
QoE
Person
What are the sub-concepts?
Quality of User Experience (QUE)
Quality of Customer Experience (QCE)
Quality of Group Experience (QGE)?
Quality of xxx Experience (Q?E)
QoE
QGE ?
Group
member
MOS
QUE
Person
User
QoS
Google hits
Quality of Experience
Quality of User Experience
Quality of Customer Experience
Quality of Group Experience
Quality of Service
Mean Opinion Score
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Application
383 000
13 400
32 300
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Customer
28 300 000
104 000
Workshop on Socio-Economic Issues of NGI / Kilkki / 28.6.2007
QCE
Network
An approach to model QUE
QUE
measure
€/session
4
Person
Perceived
value
User
experience
User
3.5
Application
Motivation
3
Pricing
User
behavior
2.5
Service
provider
2
1.5
36
€/month
1
0.5
current cost per session
(time * effort + money)
0
1
8 15 22 29 36 43 50
50 57 64 71 78 85 92 99
Session
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Workshop on Socio-Economic Issues of NGI / Kilkki / 28.6.2007
End-user model – improving quality
The value of service is deemed 30% higher
because of improved display properties
€/session
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Perceived
value
Person
User
experience
User
3.5
Motivation
3
Pricing
2.5
+30%
2
Service
provider
1.5
+19 €
1
+10 sessions
0.5
0
1
8 15 22 29 36 43 50 57 64 71 78 85 92 99
Session
11
Application
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Workshop on Socio-Economic Issues of NGI / Kilkki / 28.6.2007
User
behavior
End-user model – improving usability
Service is easier to use (30 s/session) 
cost of session is decreased by 0.2 €
€/session
4
Perceived
value
Person
User
experience
User
3.5
Application
Motivation
3
Pricing
User
behavior
2.5
Service
provider
2
1.5
1
+12 €
+16 sessions
0.5
0
1
8 15 22 29 36 43 50 57 64 71 78 85 92 99
Session
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Workshop on Socio-Economic Issues of NGI / Kilkki / 28.6.2007
-0.2 €/session
End-user model – improving network
Service availability is improved from 80% to 90%
€/session
4
Perceived
value
Person
User
experience
User
3.5
Motivation
3
Pricing
2.5
Service
provider
2
1.5
User
behavior
Network
success rate +12%
1
+4 €
+6 sessions
0.5
0
1
8 15 22 29 36 43 50 57 64 71 78 85 92 99
Session
13
Application
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Workshop on Socio-Economic Issues of NGI / Kilkki / 28.6.2007
Summary
Quality of Experience
• Key concept when we try to understand what the Next
Generation Internet is able to provide to end-users (to us!)
• Covers all relevant aspects
QoE
MOS
that define how satisfied
QGE ?
QUE
a person is with a service
Group
User
Person
member
• Shall be divided into subQoS
concepts (because analysis
Customer
QCE
must be modular in any case)
• The ultimate objective is to assess
how users and customers behave with new service e.g.
provided by Next Generation Internet
Application
Network
– A lot work is needed to accomplish this task
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Workshop on Socio-Economic Issues of NGI / Kilkki / 28.6.2007
Comments or
questions?
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Workshop on Socio-Economic Issues of NGI / Kilkki / 28.6.2007
Abstract
Quality of Service (QoS) was the Term ten years ago. Particularly QoS was the answer to the
question why should telecom operators and providers rely on ATM rather than on best effort
Internet. Obviously, a network with QoS was able to provide better service than a network
without QoS. However, this QoS viewpoint was pretty technical, while end-users are not usually
at all bothered about technical performance. What they really care about is the experience they
are able to obtain, and Internet provided, even without any QoS mechanisms, a lot of new
experiences, like web-browsing, e-mail and search engines.
Thus if and when we want to make realistic analysis what network technologies and services
will succeed, we must consider very seriously what are the real issues that define the real
behavior of end-users. Quality of Experience (QoE, sometimes QoX) is a key term in this task.
QoE is a subjective measure from the user's perspective of the overall value of the service
provided. QoS is just one, often minor ingredient of Quality of Experience analysis. Other
essential issues include the expectations of the end-users, the content of the service, the
importance of service for the end-user, the characteristics of the device, and the price of the
service. The challenging task of QoE research is to create a framework that is able combine
these diverse aspects under a common umbrella in a way that we are able to somehow predict
the behavior of end users when new services are offered to them. The talk will discuss about
how this task can be carried out.
Kalevi Kilkki
Principal Scientist
Nokia Siemens Networks
kalevi.kilkki(at)nsn.com
Selected publications available at http://kilkki.net/3
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Workshop on Socio-Economic Issues of NGI / Kilkki / 28.6.2007
Quality of Experience in some papers (IEEE)
Heddaya, A.S., An economically scalable Internet, Computer, Vol. 35, Issue 9, Sept. 2002, p. 93 – 95
• For example, downloading a two-hour movie to a home entertainment system or PC for later viewing can yield high QoE for
the movie-viewing experience, even if the available bandwidth is of low quality in terms of packet loss, packet delay, and
bandwidth variation.
Pereira, F., A Triple User Characterization Model for Video Adaptation and Quality of Experience Evaluation, 7th Workshop on
Multimedia Signal Processing, Oct. 2005.
• The notion of 'quality of service' has to evolve to something more encompassing like 'quality of experience' where user
satisfaction considers not only the sensorial and perceptual dimensions but also the important emotional dimension.
Liu Li-yuan; Zhou Wen-an; Song Jun-de, The Research of Quality of Experience Evaluation Method in Pervasive Computing
Environment. 1st International Symposium on Pervasive Computing and Applications, 3-5 Aug. 2006, p.178 - 182
• The function of quality of experience (QoE) evaluation includes two aspects: to monitor the experience of user on-line, then
to control and justify the service based on the QoE to ensure that the quality of service can highly meet the requirements of
the user.
Zapater, M.N. et al., A Proposed Approach for Quality of Experience Assurance of IPTV, 1st Int. Conf. on the Digital Society,
Jan. 2007.
• There is a need to ensure quality on an end-to-end basis and at a higher abstraction layer by combining QoS and QoE in
one integrated framework.
Lopez, D.; Gonzalez, F.; Bellido, L.; Alonso, A., Adaptive multimedia streaming over IP based on customer oriented metrics,
International Symposium on Computer Networks, 16-18 June 2006, p. 185 - 191
• Quality of experience (QoE) has been defined as an extension of the traditional quality of service (QoS) in the sense that
QoE provides information regarding the delivered services from an end-user point of view.
Siller, M.; Woods, J.C., QoS arbitration for improving the QoE in multimedia transmission, Int. Conf. on Visual Information
Engineering, 7-9 July 2003 p. 238 - 241
• This contribution presents a Quality of Experience (QoE) framework. It evaluates QoE using QoS metrics, network
feedback, and dynamic user requirements. and proposes a definition for QoE. In (3) QoE is considered as all the perception
elements of the network and performance relative to expectations of the users/ subscribers.
Patrick, A.S. et al, A QoE sensitive architecture for advanced collaborative environments, First International Conference on
Quality of Service in Heterogeneous Wired/Wireless Networks, 2004, p. 319 - 322
• Quality of Experience can be defined as the characteristics of the sensations, perceptions, and opinions of people as they
interact with their environments.
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© Nokia Siemens Networks
Workshop on Socio-Economic Issues of NGI / Kilkki / 28.6.2007