Ergonomics of human-system interaction - Part 220: Processes for enabling, executing and assessing human-centred design within organizations (ISO 9241-220:2019)

This document describes the processes and specifies the outcomes by which human-centred design (HCD) is carried out within organizations. Human-centred design aims to meet requirements for human-centred quality (see Annex E) throughout the life cycle of interactive systems. The processes are described from the viewpoint of those responsible for the analysis, design and evaluation of the human use of interactive systems. The process descriptions include the purpose, benefits, outcomes, typical activities and work products for each process, and are for use in the specification, implementation, assessment and improvement of the activities used for human-centred design and operation in any type of system life cycle. They can also provide the basis for professional development and certification.
The processes are associated with the domains of ergonomics/human factors, human?computer interaction, usability and user experience. This document does not include specific methods for human-centred design, nor does it describe processes for organizational redesign.
The scope of this document does not include other aspects of ergonomics, which include the design of organizations as well as systems for human use, and which extend beyond the domain of design; for example in the forensic analysis of the causes of accidents and in the generation of data and methods of measurement.
NOTE 1    ISO/TS 18152 is a related standard with a broader scope than this document. It includes the organizational processes for the identification and handling of issues related to both users and other stakeholders.
The intended application of this document is computer-based interactive systems. While the processes apply to interactive systems that deliver services, they do not cover the design of those services. The relevant aspects of the processes can also be applied to simple or non-computer?based interactive systems.
NOTE 2    Human-centred design concentrates on the human-centred aspects of design and not on other aspects of design such as mechanical construction, programming or the basic design of services.
The process descriptions in this document provide the basis for a rigorous assessment of an enterprise's capability to carry out human-centred processes in compliance with the ISO/IEC 33000 family of standards.
This document is intended for use by organizations that want to address and improve their treatment of human-centred design of either their internal systems or the products and services they provide, and the procurement of systems and parts of systems. The processes can be applied by small- and medium-sized enterprises as well as by large organizations.
Copyright release for the process descriptions
Users of this document may freely reproduce the process descriptions contained in Clause 9 as part of any process assessment model, or as part of any demonstration of compatibility with this document, so that it can be used for its intended purpose.

Ergonomie der Mensch-System-Interaktion - Teil 220: Prozesse zur Ermöglichung, Durchführung und Bewertung menschzentrierter Gestaltung für interaktive Systeme in Hersteller- und Betreiberorganisationen (ISO 9241-220:2019)

Dieses Dokument beschreibt die Prozesse und definiert die Ergebnisse, mit denen menschzentrierte Gestaltung (en: human-centred design, HCD) innerhalb von Organisationen durchgeführt wird. Menschzentrierte Gestaltung zielt ab auf die Erfüllung von Anforderungen an eine menschzentrierte Qualität (siehe Anhang E) über den gesamten Lebenszyklus interaktiver Systeme hinweg. Die Beschreibung der Prozesse erfolgt aus der Sicht derer, die die menschliche Nutzung interaktiver Systeme analysieren, gestalten und bewerten. Die Prozessbeschreibungen umfassen Zweck, Nutzenvorteile, Ergebnisse, typische Aktivitäten und Arbeitsprodukte jedes einzelnen Prozesses und sind für die Anwendung bei der Festlegung, Implementierung, Bewertung und Verbesserung der für die menschzentrierte Gestaltung und den menschzentrierten Betrieb angewendeten Aktivitäten in Systemlebenszyklen jeglicher Art bestimmt. Des Weiteren können sie als Grundlage für professionelle Entwicklung und Zertifizierung dienen.
Die Prozesse stehen im Zusammenhang mit den Bereichen Ergonomie/Arbeitswissenschaft, Mensch-System-Interaktion, Gebrauchstauglichkeit und User Experience. Dieses Dokument umfasst weder bestimmte Verfahren für die menschzentrierte Gestaltung, noch beschreibt es Prozesse der organisatorischen Neugestaltung.
Der Anwendungsbereich dieses Dokuments umfasst keine weiteren Aspekte der Ergonomie, die die Gestaltung von Organisationen sowie Systemen für die menschliche Nutzung betreffen und die über den Bereich der Gestaltung hinausgehen; z. B. bei gerichtsmedizinischen Analysen von Unfallursachen und bei der Datenerhebung und Festlegung von Messmethoden.
ANMERKUNG 1   ISO/TS 18152 ist eine in Bezug stehende Norm mit einem weiter gefassten Anwendungsbereich als das vorliegende Dokument. Sie umfasst die organisationsbezogenen Prozesse zur Identifizierung und Behandlung von Problemstellungen in Bezug auf Benutzer sowie andere Stakeholder.
Dieses Dokument ist für die Anwendung mit rechnerbasierten interaktiven Systemen vorgesehen. Die Prozesse sind auf interaktive Systeme anwendbar, die Dienstleistungen bereitstellen, sie umfassen jedoch nicht die Gestaltung dieser Dienstleistungen. Die relevanten Aspekte dieser Prozesse können auch bei einfacheren oder nicht rechnerbasierten interaktiven Systemen eingesetzt werden.
ANMERKUNG 2   Menschzentrierte Gestaltung konzentriert sich auf die menschzentrierten Aspekte der Gestaltung, jedoch nicht auf andere Gestaltungsaspekte, wie z. B. mechanischer Aufbau, Programmierung oder die grundlegende Gestaltung von Dienstleistungen.
Die Prozessbeschreibungen in diesem Dokument dienen als Grundlage für eine genaue Bewertung der Fähigkeit eines Unternehmens, menschzentrierte Prozesse in Übereinstimmung mit der Normen-reihe ISO/IEC 33000 durchzuführen.
Dieses Dokument ist für die Verwendung durch Organisationen vorgesehen, die sich mit ihrer Herangehens¬weise an die menschzentrierte Gestaltung entweder ihrer internen Systeme oder der angebotenen Produkte und Dienstleistungen und der Beschaffung von Systemen und Systemteilen befassen und diese verbessern wollen. Die Prozesse können durch kleine und mittlere Unternehmen, jedoch auch durch große Organisationen angewendet werden.
Copyright-Freigabe für die Prozessbeschreibungen
Benutzer dieses Dokuments dürfen die in Abschnitt 9 enthaltenen Prozessbeschreibungen als Teil eines Prozessbewertungsmodells oder als Teil eines Nachweises der Konformität mit diesem Dokument frei verwenden, so dass es entsprechend dem vorgesehenen Verwendungszweck eingesetzt werden kann.

Ergonomie de l'intéraction homme-système - Partie 220: Processus de validation, d'éxécution et d'évaluation de la conception centrée sur l'opérateur humain au sein des organisations (ISO 9241-220:2019)

Le présent document décrit les processus et spécifie les résultats permettant à la conception centrée sur l'opérateur humain (human-centred design ? HCD) d'être réalisée au sein des organisations. La conception centrée sur l'opérateur humain vise à satisfaire aux exigences relatives à la qualité centrée sur l'opérateur humain (voir l'Annexe E) tout au long du cycle de vie des systèmes interactifs. Les processus sont décrits du point de vue de ceux qui sont en charge de l'analyse, de la conception et de l'évaluation de l'utilisation des systèmes interactifs par l'homme. Les descriptions de processus comprennent l'objectif, les avantages, les résultats, les activités types et les produits fabriqués de chaque processus, et sont destinées à la spécification, la mise en œuvre, l'évaluation et l'amélioration des activités utilisées pour la conception et l'exploitation centrées sur l'opérateur humain dans tout type de cycle de vie d'un système. Ces descriptions peuvent également servir de base à la formation continue et à la certification professionnelle.
Les processus sont associés aux domaines traitant des facteurs ergonomiques/humains, de l'interaction homme-système, de l'utilisabilité et de l'expérience de l'utilisateur. Le présent document n'inclut pas de méthodes spécifiques de conception centrée sur l'opérateur humain et ne décrit pas non plus les processus relatifs à la restructuration de l'organisation.
Le domaine d'application du présent document ne couvre pas les autres aspects de l'ergonomie, qui traitent notamment de la conception des organisations ainsi que des systèmes réservés à l'utilisation humaine, et qui dépassent le domaine de la conception; par exemple dans le cadre de l'analyse scientifique des causes d'accidents et de la génération de données et méthodes de mesure.
NOTE 1    L'ISO/TS 18152 est une norme connexe au domaine d'application plus étendu que le présent document. Elle comprend les processus organisationnels applicables à l'identification et au traitement des questions liées aussi bien aux utilisateurs qu'aux autres parties prenantes.
L'application prévue du présent document concerne les systèmes interactifs informatisés. Bien que les processus s'appliquent aux systèmes interactifs qui fournissent des services, ils ne traitent pas de la conception de ces services. Les aspects pertinents des processus peuvent également être appliqués à des systèmes interactifs simples ou non informatisés.
NOTE 2    La conception centrée sur l'opérateur humain se concentre sur les aspects centrés sur l'opérateur humain de la conception et non sur d'autres aspects de la conception tels que la construction mécanique, la programmation ou la conception de base des services.
Les descriptions de processus contenues dans le présent document constituent la base d'une évaluation rigoureuse de la capacité d'une entreprise à réaliser des processus centrés sur l'opérateur humain conformément à la famille des normes ISO/IEC 33000.
Le présent document s'adresse aux organisations qui veulent aborder et améliorer le traitement de la conception centrée sur l'opérateur humain de leurs systèmes internes ou des produits et services qu'elles fournissent, ainsi que l'acquisition de systèmes et de parties de systèmes. Ces processus peuvent s'appliquer aussi bien aux petites et moyennes entreprises qu'aux grandes organisations.
Cession des droits d'auteur des descriptions de processus
Les utilisateurs du présent document sont autorisés à reproduire les d

Ergonomija medsebojnega vpliva človek-sistem - 220. del: Procesi za omogočanje, izvajanje in ocenjevanje na človeka osredotočenega načrtovanja interaktivnih sistemov v organizacijah (ISO 9241-220:2019)

Ta mednarodni standard določa procese, ki z življenjskim ciklom interaktivnih sistemov (vključujoč izdelke in storitve) dosežejo načrtovanje z osredotočenostjo na človeka. Uporablja se tudi za neinteraktivne izdelke, sisteme ali okolja, namenjene za ljudi. Opisi teh procesov osredotočenosti na človeka (HCP) se uporabljajo pri specifikaciji, oceni in izboljševanju HCP-jev, ki se uporabljajo pri razvoju in delovanju sistema. Lahko so tudi osnova za strokovni razvoj in certificiranje. Procesi podpirajo doseganje splošnega cilja načrtovanja z osredotočenostjo na človeka pri uporabi sistema: uporabnost, dostopnost, odsotnost tveganja, ki je povezano ali izhaja iz človeške uporabe, in uporabniška izkušnja (imenovana tudi vrednost pri uporabi). OPOMBA 1: Cilj načrtovanja z osredotočenostjo na človeka so uporabnejši interaktivni sistemi s potencialnimi prednostmi, ki vključujejo izboljšano produktivnost in dobro počutje uporabnikov, preprečevanje stresa, večjo dostopnost ter manjšo nevarnost poškodb. To so tudi cilji ergonomije, vendar ergonomija presega področje načrtovanja, na primer pri sodnih analizah vzrokov nesreč ter pridobivanju podatkov in merilnih metod. Opis procesov v tem mednarodnem standardu zagotavlja podlago za vse, ki načrtujejo in izvajajo z osredotočenostjo na človeka načrtovane dejavnosti znotraj organizacije, ter za izvajanje projektov. Poleg tega lahko zagotavlja podlago za vse, ki želijo izboljšati učinkovitost z osredotočenostjo na človeka načrtovanih dejavnosti znotraj svoje organizacije ali pri sistemih/storitvah oskrbovanja organizacije. Smernice tega mednarodnega standarda se ne uporabljajo za organizacijsko preoblikovanje, čeprav se z njihovo uporabo morda prepozna, da obstaja potreba po preoblikovanju. OPOMBA 2: Standarda ISO 9241-2 in ISO TS 18152 podrobneje obravnavata organizacijsko oblikovanje. Ta mednarodni standard ne določa posebnih metod. Postopke, opisane v standardu ISO 9241-220, je mogoče izvajati z različnimi metodami (kot so metode, opisane v standardu ISO/TR 16982). Standard ISO 9241-210 določa pristope za načrtovanje z osredotočenostjo na človeka, ki jih uporabljajo vodje projektov, medtem ko je ta mednarodni standard namenjen tistim, ki izvajajo in podpirajo načrtovanje z osredotočenostjo na človeka. Te postopke je mogoče uvesti glede na potrebe določenega projekta in/ali organizacije. Ta mednarodni standard določa namene, rezultate, dejavnosti in delovne izdelke za posamezen postopek. Sklicuje se tudi na druge dele skupine standardov ISO 9241, ki obravnavajo načrtovanje in/ali ocenjevanje delov interaktivnih sistemov ali njihovih okolij (glej normativni dodatek B).

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SLOVENSKI STANDARD
SIST EN ISO 9241-220:2019
01-oktober-2019
Ergonomija medsebojnega vpliva človek-sistem - 220. del: Procesi za omogočanje,
izvajanje in ocenjevanje na človeka osredotočenega načrtovanja interaktivnih
sistemov v organizacijah (ISO 9241-220:2019)

Ergonomics of human-computer interaction - Part 220: Processes for enabling, executing

and assessing human-centred design within organizations (ISO 9241-220:2019)
Ergonomie der Mensch-System-Interaktion - Teil 220: Prozesse zur Ermöglichung,

Durchführung und Bewertung menschzentrierter Gestaltung für interaktive Systeme in

Hersteller- und Betreiberorganisationen (ISO 9241-220:2019)
Ergonomie de L'intéraction homme-système - Partie 220: Processus de validation,

d'exécution et d 'éval uation de la conception centrée sur l'opérateur humain au sein des

organisations (ISO 9241-220:2019)
Ta slovenski standard je istoveten z: EN ISO 9241-220:2019
ICS:
13.180 Ergonomija Ergonomics
SIST EN ISO 9241-220:2019 en,fr,de

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST EN ISO 9241-220:2019
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SIST EN ISO 9241-220:2019
EN ISO 9241-220
EUROPEAN STANDARD
NORME EUROPÉENNE
April 2019
EUROPÄISCHE NORM
ICS 13.180; 35.180
English Version
Ergonomics of human-system interaction - Part 220:
Processes for enabling, executing and assessing human-
centred design within organizations (ISO 9241-220:2019)

Ergonomie de l'intéraction homme-système - Partie Ergonomie der Mensch-System-Interaktion - Teil 220:

220: Processus de validation, d'éxécution et Prozesse zur Ermöglichung, Durchführung und

d'évaluation de la conception centrée sur l'opérateur Bewertung menschzentrierter Gestaltung für

humain au sein des organisations (ISO 9241-220:2019) interaktive Systeme in Hersteller- und

Betreiberorganisationen (ISO 9241-220:2019)
This European Standard was approved by CEN on 17 March 2019.

CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this

European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references

concerning such national standards may be obtained on application to the CEN-CENELEC Management Centre or to any CEN

member.

This European Standard exists in three official versions (English, French, German). A version in any other language made by

translation under the responsibility of a CEN member into its own language and notified to the CEN-CENELEC Management

Centre has the same status as the official versions.

CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,

Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania,

Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland,

Turkey and United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
CEN-CENELEC Management Centre: Rue de la Science 23, B-1040 Brussels

© 2019 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN ISO 9241-220:2019 E

worldwide for CEN national Members.
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SIST EN ISO 9241-220:2019
EN ISO 9241-220:2019 (E)
Contents Page

European foreword ....................................................................................................................................................... 3

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SIST EN ISO 9241-220:2019
EN ISO 9241-220:2019 (E)
European foreword

This document (EN ISO 9241-220:2019) has been prepared by Technical Committee ISO/TC 159

"Ergonomics" in collaboration with Technical Committee CEN/TC 122 “Ergonomics” the secretariat of

which is held by DIN.

This European Standard shall be given the status of a national standard, either by publication of an

identical text or by endorsement, at the latest by October 2019, and conflicting national standards shall

be withdrawn at the latest by October 2019.

Attention is drawn to the possibility that some of the elements of this document may be the subject of

patent rights. CEN shall not be held responsible for identifying any or all such patent rights.

According to the CEN-CENELEC Internal Regulations, the national standards organizations of the

following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria,

Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia,

France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta,

Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland,

Turkey and the United Kingdom.
Endorsement notice

The text of ISO 9241-220:2019 has been approved by CEN as EN ISO 9241-220:2019 without any

modification.
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SIST EN ISO 9241-220:2019
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SIST EN ISO 9241-220:2019
INTERNATIONAL ISO
STANDARD 9241-220
First edition
2019-03
Ergonomics of human-system
interaction —
Part 220:
Processes for enabling, executing
and assessing human-centred design
within organizations
Ergonomie de l'intéraction homme-système —
Partie 220: Processus de validation, d'exécution et d'évaluation de la
conception centrée sur l'opérateur humain au sein des organisations
Reference number
ISO 9241-220:2019(E)
ISO 2019
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SIST EN ISO 9241-220:2019
ISO 9241-220:2019(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

be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting

on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address

below or ISO’s member body in the country of the requester.
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Published in Switzerland
ii © ISO 2019 – All rights reserved
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SIST EN ISO 9241-220:2019
ISO 9241-220:2019(E)
Contents Page

Foreword ..........................................................................................................................................................................................................................................v

Introduction ................................................................................................................................................................................................................................vi

1 Scope ................................................................................................................................................................................................................................. 1

2 Normative references ...................................................................................................................................................................................... 2

3 Terms and definitions ..................................................................................................................................................................................... 2

4 Abbreviated terms ...........................................................................................................................................................................................10

5 Conformance ..........................................................................................................................................................................................................10

6 Purpose and benefits of this document .....................................................................................................................................11

6.1 Purpose of human-centred design ......................................................................................................................................11

6.2 Purpose of HCD process descriptions ..............................................................................................................................12

6.3 Benefits of using HCD process descriptions ...............................................................................................................12

7 HCD processes ......................................................................................................................................................................................................12

7.1 HCD process model ..........................................................................................................................................................................12

7.2 HCD processes ......................................................................................................................................................................................13

7.3 Relationships between the HCD processes .................................................................................................................15

8 Using the HCD process descriptions..............................................................................................................................................16

8.1 Uses of the process descriptions ..........................................................................................................................................16

8.1.1 General...................................................................................................................................................................................16

8.1.2 Implementing human-centred design as part of a system development or

procurement process and/or support life cycle ................................................................................16

8.1.3 Assessing an enterprise’s existing capability to carry out the human-

centred processes ........................................................................................................................................................16

8.1.4 Improving the application of human-centred design as part of an existing

system development process .............................................................................................................................17

8.1.5 Development of competence in human-centred design .............................................................17

8.2 Applying the process descriptions ......................................................................................................................................17

8.2.1 General...................................................................................................................................................................................17

8.2.2 Integration with systems and software engineering .....................................................................18

8.2.3 Implementation of the processes ...................................................................................................................18

8.2.4 Iteration of processes ...............................................................................................................................................19

9 HCD process descriptions ........................................................................................................................................................................19

9.1 Format .........................................................................................................................................................................................................19

9.2 Ensure enterprise focus on human-centred quality (HCP.1) .......................................................................19

9.2.1 Purpose and outcomes of HCP.1 ......................................................................................................................19

9.2.2 Incorporate human-centred quality in business strategy (HCP.1.1) ................................20

9.2.3 Institutionalize human-centred quality (HCP.1.2) ...........................................................................21

9.3 Enable human-centred design across projects and systems (HCP.2) ...................................................22

9.3.1 Purpose and outcomes of HCP.2 ......................................................................................................................22

9.3.2 Integration of human-centred design (HCP.2.1) ................................................................................22

9.3.3 Resources for human-centred design (HCP.2.2) ................................................................................23

9.3.4 Authorization and control of human-centred quality (HCP.2.3) ..........................................24

9.4 Execute human-centred design within a project (HCP.3) ...............................................................................25

9.4.1 Purpose and outcomes of HCP.3 ......................................................................................................................25

9.4.2 Plan and manage human-centred design for the project (HCP.3.1) ..................................26

9.4.3 Identify the context of use (HCP.3.2) ...........................................................................................................31

9.4.4 Establish the user requirements (HCP.3.3) ............................................................................................33

9.4.5 Design solutions that meet user requirements (HCP.3.4) .........................................................39

9.4.6 User-centred evaluation (HCP.3.5) ................................................................................................................43

9.5 Introduction, operation and end of life of a system (HCP.4) .........................................................................47

9.5.1 Overall purposes and outcomes ......................................................................................................................47

9.5.2 Introducing the system (HCP.4.1) .................. .................................................................................................48

© ISO 2019 – All rights reserved iii
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SIST EN ISO 9241-220:2019
ISO 9241-220:2019(E)

9.5.3 Human-centred quality in operation (HCP.4.2) ..................................................................................50

9.5.4 Human-centred quality during upgrades (HCP.4.3) .......................................................................50

9.5.5 Human-centred quality at the end of life of a system (HCP.4.4) ..........................................51

Annex A (informative) Work products for HCD processes ..........................................................................................................53

Annex B (normative) Tailoring of processes and work products ........................................................................................65

Annex C (informative) Relationship to other human-centred design standards ................................................68

Annex D (informative) Uses of the document ...........................................................................................................................................75

Annex E (informative) Human-centred quality ......................................................................................................................................79

Annex F (informative) Risk management and human-centred design ..........................................................................85

Bibliography .............................................................................................................................................................................................................................88

iv © ISO 2019 – All rights reserved
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SIST EN ISO 9241-220:2019
ISO 9241-220:2019(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.

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.
This first edition of ISO 9241-220 cancels and replaces ISO/TR 18529:2000.

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.
© ISO 2019 – All rights reserved v
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SIST EN ISO 9241-220:2019
ISO 9241-220:2019(E)
Introduction

This document describes processes that represent good practice for human-centred design within and

across projects. Human-centred design is an approach to system design and development that aims to

improve usability, accessibility and user experience and avoid harm from use, by focussing on the use

of the system.

The primary intended users of this document are professionals responsible for institutionalising

human-centred design in an organization, who need to specify, assess and improve human-centred

design in the organization. This application needs the clear and consistent structure that is provided

by process definitions, as described in ISO/IEC TR 24774. For an introduction to human-centred design,

see ISO 9241-210 (described below).
Process models were developed to provide:

— the potential to analyse the ability of an organization to deliver and/or maintain a system that meets

a required level of performance and quality;
— a description of the factors that hinder this ability; and

— a means of addressing such shortcomings and mitigating associated risks of adverse consequences.

These have led to the widespread adoption of process modelling and assessment as an element in the

assurance of timely and effective system delivery. Processes are defined at the level of what is done to

develop and operate a system or organization.

The processes in this document represent good practice in human-centred design from a range of

industries. They are described from the perspective of those who analyse, design and evaluate the

human use of interactive systems. This includes associated requirements for project management and

top management support for human-centred design.

This document uses the same structured format as other International Standards for process models

(such as ISO/IEC/IEEE 12207 and ISO/IEC/IEEE 15288). ISO/IEC/IEEE 12207 refers to this document

for information on human-centred design and usability.

Human-centred design aims to achieve required levels of human-centred quality. In this document,

human-centred quality is the collective term used to refer to usability, accessibility, user experience,

and avoidance of harm from use (see Annex E).
This document can be used to:

— implement human-centred design as part of a system development or procurement process and/or

support life cycle;

— assess an enterprise’s existing capability to carry out the human-centred processes;

— improve the application of human-centred design as part of an existing system development process;

— develop competence in human-centred design.

For executives/top management, this document gives guidance on governance in the area of human-

centred quality. Use of this guidance gives confidence that interactive systems developed and used by

an organization are usable and accessible.

For managers, this document facilitates integration of human-centred design into the system life cycle

and quality management system. Human-centred activities can be specified, assessed and improved as

required for projects.

This document enables efficient interaction between human-centred design and other disciplines. The

services and information that human-centred design staff provide to projects are defined so that their

value and purpose can be understood.
vi © ISO 2019 – All rights reserved
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SIST EN ISO 9241-220:2019
ISO 9241-220:2019(E)
Relationship to ISO 9241-210

ISO 9241-210 describes the principles of a human-centred approach and the activities necessary

for human-centred design of an interactive system. Conformance is achieved by carrying out all the

required activities and those recommended activities that are identified as being relevant. ISO 9241-210

describes HCD activities in less detail than this document and can be used to provide an overview of a

project’s basic capabilities in human-centred design.

This document extends the model in ISO 9241-210, and elaborates the principles and activities as

structured processes with defined outcomes for the execution of human-centred design within a

project.

Annex C identifies the specific aspects of the processes in this document that are associated with

the requirements and recommendations in ISO 9241-210 by mapping between them. Application of

relevant HCD processes as described in document can be used as a means of showing conformance to

ISO 9241-210. The extra detail can provide a basis for organizational improvements in human-centred

design where any non-compliances are identified.
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SIST EN ISO 9241-220:2019
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SIST EN ISO 9241-220:2019
INTERNATIONAL STANDARD ISO 9241-220:2019(E)
Ergonomics of human-system interaction —
Part 220:
Processes for enabling, executing and assessing human-
centred design within organizations
1 Scope

This document describes the processes and specifies the outcomes by which human-centred

design (HCD) is carried out within organizations. Human-centred design aims to meet requirements for

human-centred quality (see Annex E) throughout the life cycle of interactive systems. The processes are

described from the viewpoint of those responsible for the analysis, design and evaluation of the human

use of interactive systems. The process descriptions include the purpose, benefits, outcomes, typical

activities and work products for each process, and are for use in the specification, implementation,

assessment and improvement of the activities used for human-centred design and operation in any

type of system life cycle. They can also provide the basis for professional development and certification.

The processes are associated with the domains of ergonomics/human factors, human–computer

interaction, usability and user experience. This document does not include specific methods for human-

centred design, nor does it describe processes for organizational redesign.

The scope of this document does not include other aspects of ergonomics, which include the design of

organizations as well as systems for human use, and which extend beyond the domain of design; for

example in the forensic analysis of the causes of accidents and in the generation of data and methods of

measurement.

NOTE 1 ISO/TS 18152 is a related standard with a broader scope than this document. It includes the

organizational processes for the identification and handling of issues related to both users and other stakeholders.

The intended application of this document is computer-based interactive systems. While the processes

apply to interactive systems that deliver services, they do not cover the design of those services. The

relevant aspects of the processes can also be applied to simple or non-computer–based interactive

systems.

NOTE 2 Human-centred design concentrates on the human-centred aspects of design and not on other aspects

of design such as mechanical construction, programming or the basic design of services.

The process descriptions in this document provide the basis for a rigorous assessment of an enterprise’s

capability to carry out human-centred processes in compliance with the ISO/IEC 33000 family of

standards.

This document is intended for use by organizations that want to address and improve their treatment

of human-centred design of either their internal systems or the products and services they provide, and

the procurement of systems and parts of systems. The processes can be applied by small- and medium-

sized enterprises as well as by large organizations.
Copyright release for the process descriptions

Users of this document may freely reproduce the process descriptions contained in Clause 9 as part of

any process assessment model, or as part of any demonstration of compatibility with this document, so

that it can be used for its intended purpose.
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SIST EN ISO 9241-220:2019
ISO 9241-220:2019(E)
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/
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 needs, characteristics and capabilities to achieve identified

goals in identified contexts of use

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.

Note 2 to entry: This can apply to an existing context of use or an intended context of use.

[SOURCE: ISO 9241-11:2018, 3.1.15, modified — Note 2 to entry has been added.]
3.3
decomposition

breaking of a complex problem or system into smaller parts that are more manageable and easier to

understand
3.4
effectiveness
accuracy and completeness with which users achieve specified goals
[SOURCE: ISO 9241-11:2018, 3.1.12]
3.5
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]
3.6
enterprise

that part of an organization with responsibility to acquire and to supply products and/or services

according to agreements

Note 1 to entry: An organization may be involved in several enterprises, and an enterprise may involve one or

more organizations.
2 © ISO 2019 – All rights reserved
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SIST EN ISO 9241-220:2019
ISO 9241-220:2019(E)
[SOURCE: ISO/TS 18152:2010, 4.4]
3.7
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 26800:2011, 2.2, modified — The Note has been omitted.]
3.8
evaluation

systematic determination of the extent to which an entity meets its specified criteria

[SOURCE: ISO/IEC 25041:2012]
...

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