SIST EN ISO 9241-210:2020

SLOVENSKI STANDARD
oSIST prEN ISO 9241-210:2019
01-maj-2019
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Ergonomics of human-system interaction - Part 210: Human-centred design for
interactive systems (ISO/FDIS 9241-210:2019)
Ergonomie de l'interaction homme-système - Partie 210: Conception centrée sur
l'opérateur humain pour les systèmes interactifs (ISO/FDIS 9241-210:2019)
Ta slovenski standard je istoveten z: prEN ISO 9241-210
ICS:
13.180 Ergonomija Ergonomics
35.180 Terminalska in druga IT Terminal and other
periferna oprema IT peripheral equipment
oSIST prEN ISO 9241-210:2019 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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oSIST prEN ISO 9241-210:2019

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oSIST prEN ISO 9241-210:2019
FINAL
INTERNATIONAL ISO/FDIS
DRAFT
STANDARD 9241-210
ISO/TC 159/SC 4
Ergonomics of human-system
Secretariat: BSI
interaction —
Voting begins on:
2019-03-08
Part 210:
Voting terminates on:
Human-centred design for
2019-05-31
interactive systems
Ergonomie de l'interaction homme-système —
Partie 210: Conception centrée sur l'opérateur humain pour les
systèmes interactifs
ISO/CEN PARALLEL PROCESSING
RECIPIENTS OF THIS DRAFT ARE INVITED TO
SUBMIT, WITH THEIR COMMENTS, NOTIFICATION
OF ANY RELEVANT PATENT RIGHTS OF WHICH
THEY ARE AWARE AND TO PROVIDE SUPPOR TING
DOCUMENTATION.
IN ADDITION TO THEIR EVALUATION AS
Reference number
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO-
ISO/FDIS 9241-210:2019(E)
LOGICAL, COMMERCIAL AND USER PURPOSES,
DRAFT INTERNATIONAL STANDARDS MAY ON
OCCASION HAVE TO BE CONSIDERED IN THE
LIGHT OF THEIR POTENTIAL TO BECOME STAN-
DARDS TO WHICH REFERENCE MAY BE MADE IN
©
NATIONAL REGULATIONS. ISO 2019

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oSIST prEN ISO 9241-210:2019
ISO/FDIS 9241-210:2019(E)

COPYRIGHT PROTECTED DOCUMENT
© ISO 2019
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
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Published in Switzerland
ii © ISO 2019 – All rights reserved

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oSIST prEN ISO 9241-210:2019
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Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Rationale for adopting human-centred design . 4
5 Principles of human-centred design . 6
5.1 General . 6
5.2 The design is based upon an explicit understanding of users, tasks and environments . 6
5.3 Users are involved throughout design and development . 6
5.4 The design is driven and refined by user-centred evaluation . 7
5.5 The process is iterative . 7
5.6 The design addresses the whole user experience . 7
5.7 The design team includes multidisciplinary skills and perspectives . 8
6 Planning human-centred design . 9
6.1 General . 9
6.2 Responsibility . 9
6.3 Content of plan . 9
6.4 Integration with project plan.10
6.5 Timing and resources .10
7 Human-centred design activities .10
7.1 General .10
7.2 Understanding and specifying the context of use .12
7.2.1 General.12
7.2.2 Context-of-use description .13
7.2.3 Sufficient detail to support design.13
7.2.4 Context of use specified for design . .13
7.3 Specifying the user requirements .13
7.3.1 General.13
7.3.2 Identifying user and other stakeholder needs .14
7.3.3 Deriving user requirements .14
7.3.4 Resolving trade-offs between user requirements .14
7.3.5 Ensuring the quality of user requirements specifications .14
7.4 Producing design solutions .15
7.4.1 General.15
7.4.2 Designing user tasks, user–system interaction and user interface to meet
user requirements, taking into consideration the whole user experience .15
7.4.3 Making design solutions more concrete .16
7.4.4 Altering the design solutions based on user-centred evaluation and feedback .17
7.4.5 Communicating the design solution to those responsible for implementation .17
7.5 Evaluating the design .17
7.5.1 General.17
7.5.2 Conducting user-centred evaluation .18
7.5.3 User-centred evaluation methods.18
7.5.4 User-based testing .18
7.5.5 Inspection-based evaluation.19
7.5.6 Long-term monitoring .19
8 Sustainability and human-centred design .20
9 Conformance .20
Annex A (informative) Overview of the ISO 9241 series .22
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Annex B (informative) Sample procedure for assessing applicability and conformance .23
Bibliography .33
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Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www .iso .org/patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO's adherence to the
World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see www .iso
.org/iso/foreword .html.
This document was prepared by Technical Committee ISO/TC 159, Ergonomics, Subcommittee SC 4,
Ergonomics of human-system interaction.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www .iso .org/members .html.
This second edition cancels and replaces the first edition (ISO 9241-210:2010), of which it constitutes a
minor revision. The changes compared to the previous edition are as follows:
— Figure 1 has been updated for clarity;
— additional information about accessibility has been added in 7.1;
— editorial changes have been made to align with the ISO/IEC Directives, Part 2.
A list of all parts in the ISO 9241 series can be found on the ISO website.
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Introduction
Human-centred design is an approach to interactive systems development that aims to make systems
usable and useful by focusing on the users, their needs and requirements, and by applying human
factors/ergonomics, and usability knowledge and techniques. This approach enhances effectiveness
and efficiency, improves human well-being, user satisfaction, accessibility and sustainability; and
counteracts possible adverse effects of use on human health, safety and performance.
There is a substantial body of human factors/ergonomics and usability knowledge about how human-
centred design can be organized and used effectively. This document aims to make this information
available to help those responsible for managing hardware and software design and re-design processes
to identify and plan effective and timely human-centred design activities.
The human-centred approach to design described in this document complements existing systems
design approaches. It can be incorporated in approaches as diverse as object-oriented, waterfall and
rapid application development.
The principles of human-centred design and the related activities have not changed substantially since
ISO 13407 was produced and have been validated by ten years of application. This document reflects
this by making requirements as well as recommendations.
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oSIST prEN ISO 9241-210:2019
FINAL DRAFT INTERNATIONAL STANDARD ISO/FDIS 9241-210:2019(E)
Ergonomics of human-system interaction —
Part 210:
Human-centred design for interactive systems
1 Scope
This document provides requirements and recommendations for human-centred design principles and
activities throughout the life cycle of computer-based interactive systems. It is intended to be used by
those managing design processes, and is concerned with ways in which both hardware and software
components of interactive systems can enhance human–system interaction.
NOTE Computer-based interactive systems vary in scale and complexity. Examples include off-the-shelf
(shrink-wrap) software products, custom office systems, process control systems, automated banking systems,
Web sites and applications, and consumer products such as vending machines, mobile phones and digital
television. Throughout this document, such systems are generally referred to as products, systems or services
although, for simplicity, sometimes only one term is used.
This document provides an overview of human-centred design activities. It does not provide detailed
coverage of the methods and techniques required for human-centred design, nor does it address health
or safety aspects in detail. Although it addresses the planning and management of human-centred
design, it does not address all aspects of project management.
The information in this document is intended for use by those responsible for planning and managing
projects that design and develop interactive systems. It therefore addresses technical human factors and
ergonomics issues only to the extent necessary to allow such individuals to understand their relevance
and importance in the design process as a whole. It also provides a framework for human factors
and usability professionals involved in human-centred design. Detailed human factors/ergonomics,
usability and accessibility issues are dealt with more fully in a number of standards including other
parts of ISO 9241 (see Annex A) and ISO 6385, which sets out the broad principles of ergonomics.
The requirements and recommendations in this document can benefit all parties involved in human-
centred design and development. Annex B provides a checklist that can be used to support claims of
conformance with this document.
2 Normative references
There are no normative references in this document.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
ISO and IEC maintain terminological databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https: //www .iso .org/obp
— IEC Electropedia: available at http: //www .electropedia .org/
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3.1
accessibility
extent to which products, systems, services, environments and facilities can be used by people from
a population with the widest range of user (3.1) needs, characteristics and capabilities to achieve
identified goals in identified contexts of use (3.10)
Note 1 to entry: Context of use includes direct use or use supported by assistive technologies.
[SOURCE: ISO 9241-112:2017, 3.15]
3.2
context of use
combination of users, goals and tasks, resources, and environment
Note 1 to entry: The “environment” in a context of use includes the technical, physical, social, cultural and
organizational environments.
[SOURCE: ISO 9241-11:2018, 3.1.15]
3.3
effectiveness
accuracy and completeness with which users achieve specified goals
[SOURCE: ISO 9241-11:2018, 3.1.12]
3.4
efficiency
resources used in relation to the results achieved
Note 1 to entry: Typical resources include time, human effort, costs and materials.
[SOURCE: ISO 9241-11:2018, 3.1.13]
3.5
ergonomics
human factors
scientific discipline concerned with the understanding of interactions among human and other elements
of a system, and the profession that applies theory, principles, data and methods to design in order to
optimize human well-being and overall system performance
[SOURCE: ISO 6385:2016, 2.3]
3.6
goal
intended outcome
[SOURCE: ISO 9241-11:2018, 3.1.10]
3.7
human-centred design
approach to systems design and development that aims to make interactive systems more usable by
focusing on the use of the system and applying human factors/ergonomics and usability knowledge and
techniques
Note 1 to entry: The term “human-centred design” is used rather than “user-centred design” in order to emphasize
that this document also addresses impacts on a number of stakeholders, not just those typically considered as
users. However, in practice, these terms are often used synonymously.
Note 2 to entry: Usable systems can provide a number of benefits, including improved productivity, enhanced
user well-being, avoidance of stress, increased accessibility and reduced risk of harm.
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3.8
interactive system
combination of hardware and/or software and/or services and/or people that users interact with in
order to achieve specific goals
Note 1 to entry: This includes, where appropriate, packaging, user documentation, on-line and human help,
support and training.
[SOURCE: ISO 9241-11: 2018, 3.1.5]
3.9
prototype
〈interactive system〉 representation of all or part of an interactive system, that, although limited in
some way, can be used for analysis, design and evaluation
Note 1 to entry: A prototype may be as simple as a sketch or static mock-up or as complicated as a fully functioning
interactive system with more or less complete functionality.
3.10
satisfaction
extent to which the user's physical, cognitive and emotional responses that result from the use of a
system, product or service meet the user’s needs and expectations
Note 1 to entry: Satisfaction includes the extent to which the user experience that results from actual use meets
the user’s needs and expectations.
Note 2 to entry: Anticipated use can influence satisfaction with actual use.
[SOURCE: ISO 9241-11:2018, 3.1.14]
3.11
stakeholder
individual or organization having a right, share, claim or interest in a system or in its possession of
characteristics that meet their needs and expectations
[SOURCE: ISO/IEC/IEEE 15288:2015, 4.1.44, modified — The example and Note 1 to entry have been
omitted.]
3.12
task
activities required to achieve a goal
Note 1 to entry: These activities can be physical, perceptual and/or cognitive.
Note 2 to entry: While goals are independent of the means used to achieve them, tasks describe particular means
of achieving goals.
[SOURCE: ISO 9241-11:2018, 3.1.11]
3.13
usability
extent to which a system, product or service can be used by specified users to achieve specified goals
with effectiveness, efficiency and satisfaction in a specified context of use
Note 1 to entry: The “specified” users, goals and context of use refer to the particular combination of users, goals
and context of use for which usability is being considered.
Note 2 to entry: The word “usability” is also used as a qualifier to refer to the design knowledge, competencies,
activities and design attributes that contribute to usability, such as usability expertise, usability professional,
usability engineering, usability method, usability evaluation, usability heuristic.
[SOURCE: ISO 9241-11:2018, 3.1.1]
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3.14
user
person who interacts with a system, product or service
Note 1 to entry: Users of a system, product or service include people who operate the system, people who make
use of the output of the system and people who support the system (including providing maintenance and
training).
[SOURCE: ISO 9241-11:2018, 3.1.7]
3.15
user experience
user’s perceptions and responses that result from the use and/or anticipated use of a system, product
or service
Note 1 to entry: Users’ perceptions and responses include the users’ emotions, beliefs, preferences, perceptions,
comfort, behaviours, and accomplishments that occur before, during and after use.
Note 2 to entry: User experience is a consequence of brand image, presentation, functionality, system
performance, interactive behaviour, and assistive capabilities of a system, product or service. It also results from
the user’s internal and physical state resulting from prior experiences, attitudes, skills, abilities and personality;
and from the context of use.
[SOURCE: ISO 9241-11:2018, 3.2.3]
3.16
user interface
all components of an interactive system (software or hardware) that provide information and controls
for the user to accomplish specific tasks with the interactive system
[SOURCE: ISO 9241-110:2006]
3.17
validation
confirmation, through the provision of objective evidence, that the requirements for a specific intended
use or application have been fulfilled
Note 1 to entry: Validation is the set of activities ensuring and gaining confidence that a system is able to
accomplish its intended use, goals and objectives (i.e. meet stakeholder requirements) in the intended operational
environment.
[SOURCE: ISO 9000:2015, 3.8.13, modified — Note 1 to entry has been replaced and Notes 2 and 3 to
entry have been removed.]
3.18
verification
confirmation, through the provision of objective evidence, that specified requirements have been
fulfilled
Note 1 to entry: Verification is a set of activities that compares a system or system element against the required
characteristics. This can include, but is not limited to, specified requirements, design description and the
system itself.
[SOURCE: ISO 9000:2015, 3.8.12, modified — Note 1 to entry has been replaced and Notes 2 and 3 to
entry have been removed.]
4 Rationale for adopting human-centred design
Using a human-centred approach to design and development has substantial economic and social
benefits for users, employers and suppliers. Highly usable systems and products tend to be more
successful both technically and commercially. In some areas, such as consumer products, purchasers
will pay a premium for well-designed products and systems. Support and help-desk costs are reduced
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when users can understand and use products without additional assistance. In most countries,
employers and suppliers have legal obligations to protect users from risks to their health, and safety
and human-centred methods can reduce these risks (e.g. musculoskeletal risks). Systems designed
using human-centred methods improve overall quality, for example, by:
a) increasing the productivity of users and the operational efficiency of organizations;
b) being easier to understand and use, thus reducing training and support costs;
c) increasing usability (effectiveness, efficiency and satisfaction)
d) increasing accessibility (for people from a population with the widest range of user needs,
characteristics and capabilities);
e) improving user experience;
f) reducing discomfort and stress;
g) providing a competitive advantage, for example by improving brand image;
h) contributing towards sustainability objectives.
The human-centred approach can lead to increased human-centred quality (usability, accessibility, user
experience, avoidance of harm from use) as defined in ISO 9241-220.
The complete benefits of human-centred design can be determined by taking into account the total life
cycle costs of the product, system or service, including conception, design, implementation, support,
use, maintenance and, finally, disposal. Taking a human-centred design approach contributes to other
aspects of system design, for example, by improving the identification and definition of functional
requirements. Taking a human-centred design approach also increases the likelihood of completing the
project successfully, on time, and within budget. Using appropriate human-centred methods can reduce
the risk of the product failing to meet stakeholder requirements or being rejected by its users.
Examples of outputs from human-centred design activities are illustrated in Table 1.
Table 1 — Examples of outputs from human-centred design activities
Activities Outputs from human-centred Examples of information con-
design tained in outputs
Understand and specify Context of use description — User group profiles
the context of use
— As-is scenarios
— Personas
Specify the user requirements User needs description — Identified user needs
User requirements specification
— Derived user requirements
— Required design guidance
Produce design solutions User-system interaction specifi- — Scenarios of use
to meet these requirements cation
— Low-fidelity prototypes
User interface specification
— High-fidelity prototypes
Implemented user interface
Evaluate the designs Evaluation results — Usability-test report
against requirements
Conformance test results
— Field report
Long-term monitoring results
— User survey report
NOTE  More detailed information on each output can be found in ISO/IEC TR 25060.
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5 Principles of human-centred design
5.1 General
This document provides a framework
...