EN ISO 9241-11:2018

Ergonomics of human-system interaction - Part 11: Usability: Definitions and concepts (ISO 9241-11:2018)

ISO 9241-11:2018 provides a framework for understanding the concept of usability and applying it to situations where people use interactive systems, and other types of systems (including built environments), and products (including industrial and consumer products) and services (including technical and personal services).
NOTE       In this document, the phrase "object of interest" refers to the system, product or service for which usability is being considered (see 8.1).
ISO 9241-11:2018:
-      explains that usability is an outcome of use;
-      defines key terms and concepts;
-      identifies the fundamentals of usability; and
-      explains the application of the concept of usability.
ISO 9241-11:2018 does not describe specific processes or methods for taking account of usability in design development or evaluation.
The intended users of this document include:
-      usability/ergonomics/human factors professionals;
-      designers and developers of systems, products and services;
-      quality assurance personnel;
-      public and corporate purchasers; and
-      consumer organizations.
The most common applications of this document are in design and evaluation.

Ergonomie der Mensch-System-Interaktion - Teil 11: Gebrauchstauglichkeit: Begriffe und Konzepte (ISO 9241-11:2018)

Dieses Dokument liefert einen Rahmen für das Verständnis des Konzepts der Gebrauchstauglichkeit und für dessen Anwendung auf interaktive und andere Systeme (einschließlich gebaute Umwelt), Produkte (einschließlich Industrie- und Konsumgüter) und Dienstleistungen (einschließlich technischer und persönlicher Dienstleistungen).
ANMERKUNG In diesem Dokument bezieht sich die Formulierung „Betrachtungsgegenstand“ auf das System, Produkt oder die Dienstleistung, für die die Gebrauchstauglichkeit betrachtet wird (siehe 8.1).
Dieses Dokument:
- erklärt, dass Gebrauchstauglichkeit ein Ergebnis der Nutzung ist;
- definiert Schlüsselbegriffe und Konzepte;
- identifiziert die Grundsätze der Gebrauchstauglichkeit; und
- erläutert die Anwendung des Konzepts der Gebrauchstauglichkeit.
Dieses Dokument beschreibt keine spezifischen Prozesse oder Verfahren für die Berücksichtigung der Gebrauchstauglichkeit bei der Gestaltungsentwicklung oder der Evaluierung.
Vorgesehene Benutzer dieses Dokuments sind u. a.:
- Fachkräfte für Gebrauchstauglichkeit / Ergonomie / Arbeitswissenschaft;
- Planer und Entwickler von Systemen, Produkten und Dienstleistungen;
- Personal aus dem Bereich Qualitätssicherung;
- Einkäufer für öffentliche Einrichtungen und Unternehmen; und
- Verbraucherorganisationen.
Dieses Dokument findet vor allem in den Bereichen Gestaltung und Evaluierung seine Anwendung.

Ergonomie de l'interaction homme-système - Partie 11: Utilisabilité - Définitions et concepts (ISO 9241-11:2018)

ISO 9241-11:2018 fournit un cadre pour comprendre le concept d'utilisabilité et l'appliquer à des situations où des personnes utilisent des systèmes interactifs, et d'autres types de systèmes (y compris des environnements bâtis), des produits (y compris des produits industriels et de grande consommation) et des services (y compris des services techniques et personnels).
NOTE       Dans le présent document, l'expression «objet d'intérêt» se rapporte au système, produit ou service pour lequel l'utilisabilité est déterminée (voir 8.1).
ISO 9241-11:2018:
-      explique que l'utilisabilité est un résultat de l'utilisation,
-      définit les termes et concepts clés,
-      identifie les principes fondamentaux de l'utilisabilité, et
-      explique l'application du concept d'utilisabilité.
ISO 9241-11:2018 ne décrit pas de processus ou de méthodes spécifiques pour prendre en compte l'utilisabilité dans le développement ou l'évaluation de la conception.
Les utilisateurs cibles du présent document comprennent
-      les professionnels de l'utilisabilité/de l'ergonomie/des facteurs humains,
-      les concepteurs et développeurs de systèmes, produits et services,
-      le personnel en charge de l'assurance qualité,
-      les acheteurs des secteurs public et privé, et
-      les organisations de consommateurs.
Les applications les plus courantes du présent document concernent la conception et l'évaluation.

Ergonomija medsebojnega vpliva človek-sistem - 11. del: Uporaba: Definicije in pojmi (ISO 9241-11:2018)

Ta dokument ponuja okvir za razumevanje koncepta uporabnosti ter njegovo uporabo v situacijah, v katerih ljudje uporabljajo interaktivne sisteme in druge vrste sistemov (vključno z grajenimi okolji), izdelke (vključno z industrijskimi in potrošniškimi izdelki) in storitve (vključno s tehničnimi in osebnimi storitvami).
OPOMBA V tem dokumentu fraza »interesni predmet» pomeni sistem, izdelek ali storitev, pri katerem se presoja o uporabnosti (glejte 8.1).
Ta dokument:
– razlaga, da je uporabnost rezultat uporabe;
– določa ključne izraze in koncepte;
– navaja osnove uporabnosti; in
– razlaga uporabo koncepta uporabnosti.
Ne opisuje posebnih postopkov ali metod za upoštevanje uporabnosti pri razvoju in ocenjevanju načrtovanja.
Predvideni uporabniki tega dokumenta:
– strokovnjaki s področja uporabnosti/ergonomije/človeških dejavnikov;
– oblikovalci in razvijalci sistemov, izdelkov in storitev;
– osebje za zagotavljanje kakovosti;
– javni in korporativni naročniki;
– potrošniške organizacije.
Ta dokument se najpogosteje uporablja pri oblikovanju in ocenjevanju.

General Information

• Status: Published
• Publication Date: 29-May-2018
• Withdrawal Date: 29-Nov-2018
• ICS: 13.180 - Ergonomics
• ICS: 35.080 - Software
• ICS: 35.180 - IT Terminal and other peripheral equipment
• Technical Committee: CEN/TC 122 - Ergonomics
• Drafting Committee: CEN/TC 122/WG 5 - Ergonomics of human-computer interaction
• Current Stage: 6060 - Definitive text made available (DAV) - Publishing
• Start Date: 30-May-2018
• Completion Date: 30-May-2018
• Ref Project: SIST EN ISO 9241-11:2018 - Ergonomics of human-system interaction - Part 11: Usability: Definitions and concepts (ISO 9241-11:2018)

Relations

• Replaces: EN ISO 9241-11:1998 - Ergonomic requirements for office work with visual display terminals (VDTs) - Part 11: Guidance on usability (ISO 9241-11:1998)
• Effective Date: 28-Aug-2013

Standards Content (Sample)

SLOVENSKI STANDARD
01-oktober-2018
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SIST EN ISO 9241-11:2001
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Ergonomics of human-system interaction - Part 11: Usability: Definitions and concepts
(ISO 9241-11:2018)
Ergonomie der Mensch-System-Interaktion - Teil 11: Gebrauchstauglichkeit: Begriffe und
Konzepte (ISO 9241-11:2018)
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Ta slovenski standard je istoveten z: EN ISO 9241-11:2018
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.

EN ISO 9241-11
EUROPEAN STANDARD
NORME EUROPÉENNE
May 2018
EUROPÄISCHE NORM
ICS 13.180; 35.080 Supersedes EN ISO 9241-11:1998
English Version
Ergonomics of human-system interaction - Part 11:
Usability: Definitions and concepts (ISO 9241-11:2018)
Ergonomie de l'interaction homme-système - Partie Ergonomie der Mensch-System-Interaktion - Teil 11:
11: Utilisabilité - Définitions et concepts (ISO 9241- Gebrauchstauglichkeit: Begriffe und Konzepte (ISO
11:2018) 9241-11:2018)
This European Standard was approved by CEN on 15 December 2017.

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
© 2018 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN ISO 9241-11:2018 E
worldwide for CEN national Members.

Contents Page
European foreword . 3

European foreword
This document (EN ISO 9241-11:2018) has been prepared by Technical Committee ISO/TC 159
"Ergonomics" in collaboration with Technical Committee e 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 November 2018, and conflicting national standards
shall be withdrawn at the latest by November 2018.
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.
This document supersedes EN ISO 9241-11:1998.
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 9241-11:2018 has been approved by CEN as EN ISO 9241-11:2018 without any
modification.
INTERNATIONAL ISO
STANDARD 9241-11
Second edition
2018-03
Ergonomics of human-system
interaction —
Part 11:
Usability: Definitions and concepts
Ergonomie de l'interaction homme-système —
Partie 11: Utilisabilité — Définitions et concepts
Reference number
ISO 9241-11:2018(E)
©
ISO 2018
ISO 9241-11:2018(E)
© ISO 2018
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.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: [phone]
Fax: [phone]
Email: [e-mail]
Website: www.iso.org
Published in Switzerland
ii © ISO 2018 – All rights reserved

ISO 9241-11:2018(E)
Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Rationale and benefits of usability . 6
5 Usability in a context of use. 6
5.1 Concept of usability . 6
5.2 System, product or service. 8
5.3 Consideration of usability for “specified” circumstances . 8
5.3.1 General. 8
5.3.2 Specified users . 8
5.3.3 Specified goals. 8
5.3.4 Specified contexts of use . 8
6 Outcomes of use. 9
6.1 Usability as an outcome . 9
6.2 Effectiveness . 9
6.2.1 General. 9
6.2.2 Accuracy . 9
6.2.3 Completeness .10
6.3 Efficiency .10
6.3.1 General.10
6.3.2 Time used .11
6.3.3 Human effort expended .11
6.3.4 Financial resources expended .11
6.3.5 Materials expended .11
6.4 Satisfaction .11
6.4.1 General.11
6.4.2 Physical responses .11
6.4.3 Cognitive responses .12
6.4.4 Emotional responses .12
6.5 Specific uses of the concept of usability .12
6.6 Other outcomes of use .12
6.6.1 General.12
6.6.2 Accessibility .12
6.6.3 User experience .13
6.6.4 Avoidance of harm from use .13
7 Context of use .13
7.1 Components of the context of use .13
7.2 Users within the context of use .14
7.3 Goals within the context of use .14
7.4 Tasks within the context of use .15
7.5 Resources .16
7.5.1 General.16
7.5.2 Reusable resources .16
7.5.3 Expendable resources .
...