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
Current Stage
6060 - Definitive text made available (DAV) - Publishing
Due Date
30-May-2018
Completion Date
30-May-2018

RELATIONS

Buy Standard

Standard
EN ISO 9241-11:2018
English language
38 pages
sale 10% off
Preview
sale 10% off
Preview

e-Library read for
1 day

Standards Content (sample)

SLOVENSKI STANDARD
SIST EN ISO 9241-11:2018
01-oktober-2018
1DGRPHãþD
SIST EN ISO 9241-11:2001
(UJRQRPLMDPHGVHERMQHJDYSOLYDþORYHNVLVWHPGHO8SRUDED'HILQLFLMHLQ
SRMPL ,62

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)
(UJRQRPLHGHO
LQWHUDFWLRQKRPPHV\VWqPH3DUWLH8WLOLVDELOLWp"'pILQLWLRQVHW
FRQFHSWV ,62
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
SIST EN ISO 9241-11:2018 en,fr,de

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

---------------------- Page: 1 ----------------------
SIST EN ISO 9241-11:2018
---------------------- Page: 2 ----------------------
SIST EN ISO 9241-11:2018
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.
---------------------- Page: 3 ----------------------
SIST EN ISO 9241-11:2018
EN ISO 9241-11:2018 (E)
Contents Page

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

---------------------- Page: 4 ----------------------
SIST EN ISO 9241-11:2018
EN ISO 9241-11:2018 (E)
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.
---------------------- Page: 5 ----------------------
SIST EN ISO 9241-11:2018
---------------------- Page: 6 ----------------------
SIST EN ISO 9241-11:2018
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
---------------------- Page: 7 ----------------------
SIST EN ISO 9241-11:2018
ISO 9241-11:2018(E)
COPYRIGHT PROTECTED DOCUMENT
© 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: +41 22 749 01 11
Fax: +41 22 749 09 47
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO 2018 – All rights reserved
---------------------- Page: 8 ----------------------
SIST EN ISO 9241-11:2018
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 ..............................................................................................................................................16

7.6 Environment ..........................................................................................................................................................................................16

7.6.1 General...................................................................................................................................................................................16

7.6.2 Technical environment ............................................................................................................................................16

7.6.3 Physical environment ...............................................................................................................................................17

7.6.4 Social, cultural and organizational environment ..............................................................................17

© ISO 2018 – All rights reserved iii
---------------------- Page: 9 ----------------------
SIST EN ISO 9241-11:2018
ISO 9241-11:2018(E)

8 Applying the concept of usability .....................................................................................................................................................17

8.1 Usability that results from use of various objects of interest ......................................................................17

8.2 Characteristics of users, tasks and environments needed for usability .............................................18

8.3 Achieving usability in design and development ......................................................................................................18

8.4 Usability in procurement ............................................................................................................................................................19

8.5 Usability in a review or when making a comparison ..........................................................................................19

8.6 Usability inputs to marketing and market research ............................................................................................19

Annex A (informative) Relationship of usability to other concepts ..................................................................................20

Annex B (informative) Usability measurement ......................................................................................................................................25

Bibliography .............................................................................................................................................................................................................................28

iv © ISO 2018 – All rights reserved
---------------------- Page: 10 ----------------------
SIST EN ISO 9241-11:2018
ISO 9241-11:2018(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 on 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 the following

URL: 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 second edition cancels and replaces the first edition (ISO 9241-11:1998), which has been technically

revised.
The main changes compared to the previous edition are as follows:

— the scope has been extended to include systems and services (consistent with other parts of ISO 9241

including ISO 9241-210, and with ISO 26800 and ISO 20282);

— a wider range of goals is considered, including personal outcomes and organizational outcomes;

— efficiency has been defined in relation to the results achieved rather than in relation to accuracy and

completeness with which users achieve goals.;
— satisfaction has been clarified to include a wider range of issues.
A list of all parts in the ISO 9241 series can be found on the ISO website.
© ISO 2018 – All rights reserved v
---------------------- Page: 11 ----------------------
SIST EN ISO 9241-11:2018
ISO 9241-11:2018(E)
Introduction

The objective of designing and evaluating systems, products and services for usability is to enable users

to achieve goals effectively, efficiently and with satisfaction, taking account of the context of use. This

document explains how usability can be interpreted in terms of user performance and satisfaction, and

emphasizes that usability is dependent on the specific circumstances in which a system, product or

service is used.

This document explains how to interpret each component in the definition of usability: “the 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 In this document, usability relates to the outcome of interacting with a system, product or service.

Usability, as defined in this document, is not an attribute of a product, although appropriate product attributes

can contribute to the product being usable in a particular context of use.

NOTE 2 Usability is a more comprehensive concept than is commonly understood by “ease-of-use” or “user

friendliness”.
Usability is relevant to:

— regular ongoing use, to enable users to achieve their goals effectively, efficiently and with satisfaction;

— learning, to enable new users to be become effective, efficient and satisfied when starting to use a

system, product or service;

— infrequent use, to enable users to be effective, efficient and satisfied, with the system on each reuse;

— use by people with the widest range of capabilities;
— minimizing the risk and the undesirable consequences of use errors; and

— maintenance, in that it enables maintenance tasks to be completed effectively, efficiently and with

satisfaction.

Usability is relevant when designing or evaluating interactions with a system, product or service for the

purposes of:
— development;
— procurement;
— review or comparison; and
— marketing and market research.

Annexes A and B in this document give an explanation of the relationship of usability to other concepts

and disciplines such as human-centred design, ergonomics, human factors, human-centred quality, user

experience and quality (as used in systems and software engineering), and explain how usability can

be considered for different scopes of contexts of use and provide examples of usability measures.

vi © ISO 2018 – All rights reserved
---------------------- Page: 12 ----------------------
SIST EN ISO 9241-11:2018
INTERNATIONAL STANDARD ISO 9241-11:2018(E)
Ergonomics of human-system interaction —
Part 11:
Usability: Definitions and concepts
1 Scope

This document 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).
This document:
— 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.

It 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.
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 https:// www .electropedia .org/
© ISO 2018 – All rights reserved 1
---------------------- Page: 13 ----------------------
SIST EN ISO 9241-11:2018
ISO 9241-11:2018(E)
3.1 Usability
3.1.1
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 9241-210:2010, 2.13, modified — Notes 1 and 2 were added.]
3.1.2
product
item that is made or created by a person or machine
3.1.3
consumer product

product that is intended to be acquired and used by an individual for personal rather than

professional use
[SOURCE: ISO 20282-1:2006, 3.2]
3.1.4
system

combination of interacting elements organized to achieve one or more stated purposes

Note 1 to entry: A system is sometimes considered as a product or as the services it provides.

Note 2 to entry: A complete system includes all of the associated equipment, facilities, material, computer

programs, firmware, technical documentation, services and personnel required for operations and support to

the degree necessary for self-sufficient use in its intended environment.

Note 3 to entry: A system can be composed of a product, service, built environment or combination thereof,

and people.

[SOURCE: ISO/IEC 15288:2015, 4.1.46, modified — Notes 2 and 3 have been replaced.]

3.1.5
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 9241-210:2010, 2.8, modified]
3.1.6
service

means of delivering value for the customer by facilitating results the customer wants to achieve

Note 1 to entry: Services can include both human-system interactions (e.g. accessing a word processor through

the web) and human-human interactions (e.g. a citizen interacting with a clerk at the post office counter).

Note 2 to entry: The “customer” is a user, and does not necessarily have a financial relationship.

[SOURCE: ISO/IEC 20000-1:2011, 3.26, modified — The notes have been replaced.]
2 © ISO 2018 – All rights reserved
---------------------- Page: 14 ----------------------
SIST EN ISO 9241-11:2018
ISO 9241-11:2018(E)
3.1.7
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 26800:2011, 2.10, modified — Note 1 has been replaced and Notes 2 and 3 were deleted.]

3.1.8
user group

subset of intended users who are differentiated from other intended users by characteristics of the

users, tasks or environments that could influence usability

[SOURCE: ISO/TS 20282-2:2013, 4.24, modified — The wording of the definition has been modified and

the note omitted.]
3.1.9
stakeholder

person or organization that can affect, be affected by, or perceive themselves to be affected by a decision

or activity

Note 1 to entry: Stakeholders can include: users, purchasers, systems owners or managers and people who are

indirectly affected by the operation of a system, product or service.

Note 2 to entry: Different stakeholders can have different needs, requirements or expectations.

[SOURCE: ISO 31000:2009, 2.13, modified — The original note has been replaced by Notes 1 and 2.]

3.1.10
goal
intended outcome
3.1.11
task
set of activities undertaken in order to achieve a specific 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.
3.1.12
effectiveness
accuracy and completeness with which users achieve specified goals
3.1.13
efficiency
resources used in relation to the results achieved

Note 1 to entry: Typical resources include time, human effort, costs and materials.

3.1.14
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.
© ISO 2018 – All right
...

Questions, Comments and Discussion

Ask us and Technical Secretary will try to provide an answer. You can facilitate discussion about the standard in here.