EN ISO 9241-11:1998
(Main)Ergonomic requirements for office work with visual display terminals (VDTs) - Part 11: Guidance on usability (ISO 9241-11:1998)
Ergonomic requirements for office work with visual display terminals (VDTs) - Part 11: Guidance on usability (ISO 9241-11:1998)
Migrated from Progress Sheet (TC Comment) (2000-07-10): Following BT 125/1992, this part of ISO 9241 will undergo a parallel CEN/ISO ++ voting procedure.
Ergonomische Anforderungen für Bürotätigkeiten mit Bildschirmgeräten - Teil 11: Anforderungen an die Gebrauchstauglichkeit - Leitsätze (ISO 9241-11:1998)
ISO 9241-11 definiert Gebrauchstauglichkeit und erläutert, wie die notwendige Information gewonnen werden kann, um die Gebrauchstauglichkeit von Produkten zu spezifizieren oder zu evaulieren, und zwar durch Maße der Benutzungseffizienz und der Zufriedenstellung Darüber hinaus werden Anleitungengegeben, wie der Benutzungskontext eines Produkts (Hardware, Software oder Dienste) und die relevanten Maße der Gebrauchstauglichkeit explizit beschrieben werden können.
Exigences ergonomiques pour travail de bureau avec terminaux à écrans de visualisation (TEV) - Partie 11: Lignes directrices concernant l'utilisabilité (ISO 9241-11:1998)
La CEI/TS 61994-2:2011 est une spécification technique qui contient les termes et définitions pour les filtres piézoélectriques et diélectriques représentant la pointe de la technologie, destinés à être utilisés dans les normes et documents du comité d'études 49 de la CEI. Les modifications principales par rapport à l'édition antérieure sont les suivantes:
- mise à jour des définitions,
- terminologie donnée selon un schéma bien ordonné,
- ajout de nouvelles terminologies,
- insertion de schémas pour une meilleure compréhension.
Ergonomske zahteve za pisarniško delo s slikovno zaslonsko opremo - 11. del: Navodila za uporabnost (ISO 9241-11:1998)
General Information
Relations
Standards Content (Sample)
SLOVENSKI STANDARD
01-junij-2001
Ergonomske zahteve za pisarniško delo s slikovno zaslonsko opremo - 11. del:
Navodila za uporabnost (ISO 9241-11:1998)
Ergonomic requirements for office work with visual display terminals (VDTs) - Part 11:
Guidance on usability (ISO 9241-11:1998)
Ergonomische Anforderungen für Bürotätigkeiten mit Bildschirmgeräten - Teil 11:
Anforderungen an die Gebrauchstauglichkeit - Leitsätze (ISO 9241-11:1998)
Exigences ergonomiques pour travail de bureau avec terminaux a écrans de
visualisation (TEV) - Partie 11: Lignes directrices concernant l'utilisabilité (ISO 9241-
11:1998)
Ta slovenski standard je istoveten z: EN ISO 9241-11:1998
ICS:
13.180 Ergonomija Ergonomics
35.180 Terminalska in druga IT Terminal and other
periferna oprema IT peripheral equipment
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
INTERNATIONAL ISO
STANDARD 9241-11
First edition
1998-03-15
Ergonomic requirements for office work
with visual display terminals (VDTs) —
Part 11:
Guidance on usability
Exigences ergonomiques pour travail de bureau avec terminaux à écrans
de visualisation (TEV) —
Partie 11: Lignes directrices relatives à l'utilisabilité
A
Reference number
ISO 9241-11:1998(E)
ISO 9241-11:1998(E)
Contents Page
1 Scope. 1
2 Normative reference. 1
3 Definitions. 2
..................................................................
4 Rationale and benefits 2
5 Specifying and measuring the usability of products. 3
6 Specification and evaluation of usability during design. 6
7 Specifying and measuring a work system in use . 7
Annex A: Example of how to specify the context of use . 8
Annex B: Examples of usability measures. 10
Annex C: Example of a usability requirements specification . 14
Annex D: Relationship to other International Standards . 19
Annex E: Bibliography. 21
© ISO 1998
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced
or utilized in any form or by any means, electronic or mechanical, including photocopying and
microfilm, without permission in writing from the publisher.
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Printed in Switzerland
ii
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ISO ISO 9241-11:1998(E)
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.
Draft International Standards adopted by the technical committees are
circulated to the member bodies for voting. Publication as an International
Standard requires approval by at least 75 % of the member bodies casting
a vote.
International Standard ISO 9241-11 was prepared by Technical Committee
ISO/TC 159, Ergonomics, Subcommittee SC 4, Ergonomics of human-
system interaction.
ISO 9241 consists of the following parts, under the general title Ergonomic
requirements for office work with visual display terminals (VDTs):
— Part 1: General Introduction
— Part 2: Guidance on task requirements
— Part 3: Visual display requirements
— Part 4: Keyboard requirements
— Part 5: Workstation layout and postural requirements
— Part 6: Environmental requirements
— Part 7: Requirements for display with reflections
— Part 8: Requirements for displayed colours
— Part 9: Requirements for non-keyboard input devices
— Part 10: Dialogue principles
— Part 11: Guidance on usability
— Part 12: Presentation of information
— Part 13: User guidance
— Part 14: Menu dialogues
— Part 15: Command dialogues
— Part 16: Direct manipulation dialogues
— Part 17: Form-filling dialogues
Annexes A to E of this part of ISO 9241 are for information only.
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ISO 9241-11:1998(E) ISO
Introduction
The objective of designing and evaluating visual display terminals for
usability is to enable users to achieve goals and meet needs in a particular
context of use. ISO 9241-11 explains the benefits of measuring usability in
terms of user performance and satisfaction. These are measured by the
extent to which the intended goals of use are achieved, the resources that
have to be expended to achieve the intended goals, and the extent to
which the user finds the use of the product acceptable.
ISO 9241-11 emphasizes that visual display terminal usability is dependent
on the context of use and that the level of usability achieved will depend on
the specific circumstances in which a product is used. The context of use
consists of the users, tasks, equipment (hardware, software and materials),
and the physical and social environments which may all influence the
usability of a product in a work system. Measures of user performance and
satisfaction assess the overall work system, and, when a product is the
focus of concern, these measures provide information about the usability of
that product in the particular context of use provided by the rest of the work
system. The effects of changes in other components of the work system,
such as the amount of user training, or the improvement of the lighting, can
also be measured by user performance and satisfaction.
The term usability is sometimes used to refer more narrowly to the
attributes of a product which make it easier to use (see Annex D).
Requirements and recommendations relating to the attributes of the
hardware, software and environment which contribute to visual display
terminal usability, and the ergonomic principles underlying them, are
provided in other parts of ISO 9241.
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INTERNATIONAL STANDARD ISO ISO 9241-11:1998(E)
Ergonomic requirements for office work with visual display
terminals (VDTs) —
Part 11:
Guidance on usability
1 Scope
ISO 9241-11 defines usability and explains how to identify the information which is necessary to take into account
when specifying or evaluating usability of a visual display terminal in terms of measures of user performance and
satisfaction. Guidance is given on how to describe the context of use of the product (hardware, software or service)
and the relevant measures of usability in an explicit way. The guidance is given in the form of general principles
and techniques, rather than in the form of requirements to use specific methods.
The guidance in ISO 9241-11 can be used in procurement, design, development, evaluation, and communication of
information about usability. ISO 9241-11 includes guidance on how the usability of a product can be specified and
evaluated. It applies both to products intended for general application and products being acquired for or being
developed within a specific organization.
ISO 9241-11 also explains how measures of user performance and satisfaction can be used to measure how any
component of a work system affects the whole work system in use.
The guidance includes procedures for measuring usability but does not detail all the activities to be undertaken.
Specification of detailed user-based methods of measurement is beyond the scope of ISO 9241-11, but further
information can be found in Annex B and the bibliography in Annex E.
ISO 9241-11 applies to office work with visual display terminals. It can also apply in other situations where a user is
interacting with a product to achieve goals. ISO 9241 parts 12 to 17 provide conditional recommendations which are
applicable in specific contexts of use. he guidance in this Part of ISO 9241 can be used in conjunction with ISO
9241 Parts 12 to 17 in order to help identify the applicability of individual recommendations.
ISO 9241-11 focuses on usability and does not provide comprehensive coverage of all objectives of ergonomic
design referred to in ISO 6385. However, design for usability will contribute positively to ergonomic objectives, such
as the reduction of possible adverse effects of use on human health, safety and performance.
ISO 9241-11 does not cover the processes of system development. Human-centred design processes for
interactive systems are described in ISO 13407.
2 Normative reference
The following standard contains provisions which, through reference in this text, constitute provisions of this part of
ISO 9241. At the time of publication, the edition indicated was valid. All standards are subject to revision, and
parties to agreements based on this part of ISO 9241 are encouraged to investigate the possibility of applying the
most recent edition of the standard indicated below. Members of IEC and ISO maintain registers of currently valid
International Standards.
ISO 6385:1981, Ergonomic requirements in the design of work systems.
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ISO
ISO 9241-11:1998(E)
3 Definitions
For the purposes of this part of ISO 9241, the following definitions apply:
3.1 usability: Extent to which a product can be used by specified users to achieve specified goals with
effectiveness, efficiency and satisfaction in a specified context of use.
NOTE — See Annex D for other approaches to usability.
3.2 effectiveness: Accuracy and completeness with which users achieve specified goals.
3.3 efficiency: Resources expended in relation to the accuracy and completeness with which users achieve goals.
3.4 satisfaction: Freedom from discomfort, and positive attitudes towards the use of the product.
3.5 context of use: Users, tasks, equipment (hardware, software and materials), and the physical and social
environments in which a product is used.
3.6 work system: System, consisting of users, equipment, tasks and a physical and social environment, for the
purpose of achieving particular goals.
NOTE — The context of use consists of those components of the work system which are treated as given when specifying or
measuring usability.
3.7 user: Person who interacts with the product.
3.8 goal: Intended outcome.
3.9 task: Activities required to achieve a goal.
NOTE 1 These activities can be physical or cognitive.
NOTE 2 Job responsibilities can determine goals and tasks.
3.10 product: Part of the equipment (hardware, software and materials) for which usability is to be specified or
evaluated.
3.11 measure (noun) : Value resulting from measurement and the process used to obtain that value.
4 Rationale and benefits
Usability is an important consideration in the design of products because it is concerned with the extent to which the
users of products are able to work effectively, efficiently and with satisfaction.
The usability of products can be improved by incorporating features and attributes known to benefit the users in a
particular context of use. In order to determine the level of usability achieved, it is necessary to measure the
performance and satisfaction of users working with a product. Measurement of usability is particularly important in
view of the complexity of the interactions between the user, the goals, the task characteristics and the other
elements of the context of use. A product can have significantly different levels of usability when used in different
contexts.
Planning for usability as part of the design and development of products involves the systematic identification of
requirements for usability, including usability measures and verifiable descriptions of the context of use. These
provide design targets which can be the basis for verification of the resulting design.
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ISO
ISO 9241-11:1998(E)
The approach adopted in ISO 9241-11 has benefits which include:
— The framework can be used to identify the aspects of usability and the components of the context of use to be
taken into account when specifying, designing or evaluating the usability of a product.
— The performance (effectiveness and efficiency) and satisfaction of the users can be used to measure the extent
to which a product is usable in a particular context.
— Measures of the performance and satisfaction of the users can provide a basis for the comparison of the relative
usability of products with different technical characteristics which are used in the same context
— The usability planned for a product can be defined, documented and verified (e.g. as part of a quality plan).
5 Specifying and measuring the usability of products
5.1 Framework for specifying usability
5.1.1 Purpose
The framework describes the components of usability and the relationship between them.
5.1.2 Components of usability
In order to specify or measure usability it is necessary to identify the goals and to decompose effectiveness,
efficiency and satisfaction and the components of the context of use into sub-components with measurable and
verifiable attributes. The components and the relationships between them are illustrated in figure 1.
Figure 1 — Usability framework
5.1.3 Information needed
When specifying or measuring usability, the following information is needed:
— a description of the intended goals;
— a description of the components of the context of use including users, tasks, equipment, and environments. This
may be a description of an existing context, or a specification of intended contexts. The relevant aspects of the
context and the level of detail required will depend on the scope of the issues being addressed. The description
of the context
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