Systems and software engineering - Software product Quality Requirements and Evaluation (SQuaRE) - Common Industry Format (CIF) for usability: User needs report (ISO/IEC 25064:2013)

ISO/IEC 25064:2013 describes the Common Industry Format (CIF) for user needs reports, and provides specifications for their contents and format, including the content elements to be provided. User needs reports include both the collection and documentation of information from various sources relevant to user needs, and the analysis and integration of this information into consolidated user needs.
User needs reports are applicable to software and hardware systems, products or services (excluding generic products, such as a display screen or keyboard). The content elements are intended to be used as part of system-level documentation resulting from development processes such as those in ISO 9241-210 and ISO/IEC JTC 1/SC 7 process standards. User needs are a major input into the establishment of user requirements.
User needs reports are intended to be used as part of system-level documentation resulting from development processes such as those in ISO 9241-210 and ISO/IEC JTC 1/SC 7 process standards.

System- und Software-Engineering - Qualitätskriterien und Bewertung von Systemen und Softwareprodukten (SQuaRE) - Allgemeines Industrieformat (CIF) zur Gebrauchstauglichkeit: Dokumentation der Benutzererfordernisse (ISO/IEC 25064:2013)

Diese Internationale Norm beschreibt das allgemeine Industrieformat (CIF; en: Common Industry Format) für die Dokumentation der Benutzererfordernisse. Dies spezifiziert die Inhalte und liefert ein Musterformat der Dokumentationen der Benutzererfordernisse. Die Angabe von Management- und anderen Stakeholder-Erfordernissen wird in dem Maße berücksichtigt, in dem sie direkt auf die Benutzererfordernisse einwirken. Das Ziel der Dokumentation der Benutzererfordernisse und die vorgesehenen Benutzer der Informationen werden ebenso identifiziert, wie das Verhältnis der Benutzererfordernisse zu anderen Ergebnissen der menschzentrierten Gestaltung. Die Zielgruppe dieser Norm umfasst alle im Anwendungsbereich von ISO/IEC 25000 angegebenen Benutzer. Anhang B von ISO/IEC 25000 beschreibt detailliert die Benutzer der Informationsform „Dokumentation der Benutzererfordernisse“. Anhang A dieser Internationalen Norm liefert eine Liste typischer Benutzer einer Dokumentation der Benutzererfordernisse.
Dokumentationen der Benutzererfordernisse umfassen:
   Dokumentation der Informationen, die aus verschiedenen Quellen gewonnen werden und die für Benutzererfordernisse relevant sind;
   die konsolidierten Benutzererfordernisse basierend auf der Analyse der gewonnenen Informationen.
Die Dokumentation der Benutzererfordernisse ist auf Software- und Hardware-Systeme, Produkte oder Dienstleistungen anwendbar (exklusive generischer Produkte wie Bildschirm oder Tastatur). Dokumentationen der Benutzererfordernisse sind für vorhandene und neue Produkte, Dienstleistungen und Systeme relevant, wobei der Umfang, in dem Benutzererfordernisse beschrieben werden, vom betroffenen System, Produkt oder von der betroffenen Dienstleistung abhängt. Sie kann auch dazu beitragen, den Nutzungskontext zu bestimmen, zu verifizieren, zu ändern und zu verfeinern. Die Inhaltselemente sollen als Teil einer Dokumentation auf Systemebene verwendet werden, die das Ergebnis von Entwicklungsprozessen wie denen in ISO 9241 210 und den Prozessnormen von ISO/IEC JTC 1/SC 7 ist.
Diese Internationale Norm schreibt keine Methoden, Lebenszyklen oder Prozesse vor. Um sicherzustellen, dass die Inhaltselemente innerhalb der vielfältigsten Prozessmodelle verwendet und in Verbindung mit anderen Informationsformen genutzt werden können, bedienen sich die Beschreibungen der Klassifizierungen in ISO/IEC 15289 und ISO/IEC 15504 6.
ANMERKUNG   Die Inhaltselemente, die die Benutzererfordernisse dokumentieren, können in jedes Prozess¬modell integriert werden. Um Prozessmodelle zu etablieren, spezifizieren ISO/IEC 24774 und ISO/IEC 15504 2 die Format- bzw. Konformitätsanforderungen für Prozessmodelle. Darüber hinaus definiert ISO/IEC 15289 die Arten und Inhalte der Informationsformen, die in den Prozessmodellen für das System- und Software-Lebenszyklus-Manage¬ment entwickelt und verwendet werden. ISO/IEC 15504 5 und 6 definieren Arbeitsprodukte, inklusive Informationsformen, zum Zweck der Prozessleistungsanalyse. Prozessmodelle und dazugehörige Informationsformen für die mensch-zentrierte Gestaltung von interaktiven Systemen sind in ISO/TR 18529 bzw. ISO TS 18152 enthalten.

Ingénierie des systèmes et du logiciel - Exigences de qualité et évaluation du produit logiciel (SQuaRE) - Format industriel commun (CIF) pour l'utilisabilité: Rapport sur les besoins de l'usager (ISO/IEC 25064:2013)

L'ISO/IEC 25064:2013 décrit le Format industriel commun (CIF) dans le cadre de rapports sur les besoins de l'utilisateur. Elle spécifie les contenus et fournit un modèle de format de rapports sur les besoins de l'utilisateur. La spécification des besoins en matière de gestion, ainsi que des besoins des autres parties prenantes, est prise en compte dans la mesure où ils ont une incidence directe sur les besoins de l'utilisateur. L'objet du Rapport sur les besoins de l'utilisateur et les utilisateurs cibles des informations relatives à ce rapport sont identifiés, ainsi que la relation entre les besoins de l'utilisateur et les autres données de sortie de conception centrée sur l'opérateur humain. L'ISO/IEC 25064:2013 s'adresse à tous les utilisateurs énoncés dans le domaine d'application de l'ISO/IEC 25000. L'Annexe B de l'ISO/IEC 25000 fournit une description détaillée des utilisateurs de l'élément d'information intitulé «rapport sur les besoins de l'utilisateur». L'Annexe A de l'ISO/IEC 25064:2013 fournit une liste des utilisateurs types d'un Rapport sur les besoins de l'utilisateur.
Les Rapports sur les besoins de l'utilisateur comprennent:
- la documentation relative aux informations recueillies auprès de différentes sources relevant des besoins de l'utilisateur;
- les besoins de l'utilisateur consolidés sur la base de l'analyse des informations recueillies.
Le Rapport sur les besoins de l'utilisateur s'applique aux systèmes, produits ou services logiciels et matériels (à l'exception des produits génériques, tels qu'un écran d'affichage ou un clavier). Les Rapports sur les besoins de l'utilisateur s'appliquent aux produits, services et systèmes existants et nouveaux, bien que la mesure dans laquelle les besoins d'utilisation sont signalés dans des rapports dépende du type de système, produit, ou service concernés. Ce rapport peut également contribuer à déterminer, vérifier, modifier et élaborer le contexte d'utilisation. Les éléments du contenu sont destinés à être utilisés dans le cadre de documents relatifs au niveau système, résultant des processus de développement tels que ceux figurant dans l'ISO 9241‑210 et dans les normes de processus de l'ISO/IEC JTC 1/SC 7.
L'ISO/IEC 25064:2013 n'impose aucun type de méthode, cycle de vie ou processus. Afin de s'assurer que ces éléments de contenu puissent être utilisés dans l'éventail le plus large de modèles de processus ainsi qu'en combinaison avec d'autres éléments d'information, les descriptions reprennent les classifications utilisées dans l'ISO/IEC 15289 et l'ISO/IEC 15504‑6.
NOTE Les éléments de contenu qui documentent les besoins de l'utilisateur peuvent être intégrés aux modèles de processus. En vue d'établir des modèles de processus, l'ISO/IEC 24774 et l'ISO/IEC 15504‑2 spécifient respectivement les exigences de format et de conformité applicables aux modèles de processus. En outre, l'ISO/IEC 15289 définit les types et le contenu des éléments d'information élaborés et utilisés dans les modèles de processus dans le cadre de la gestion du cycle de vie du système et du logiciel. L'ISO/IEC 15504‑5 et l'ISO/IEC 15504‑6 définissent les produits fabriqués, y compris les éléments d'information, à des fins d'évaluation de la capacité des processus. Les modèles de processus et les éléments d'information associés à la conception centrée sur l'opérateur humain des systèmes interactifs sont contenus respectivement dans l'ISO/TR 18529 et dans l'ISO/TS 18152.

Sistemi in programska oprema - Zahteve za kakovost in vrednotenje programske opreme (SQuaRE) - Skupni industrijski format (CIF) za uporabnost: poročilo o uporabniških potrebah (ISO/IEC 25064:2013)

Standard ISO/IEC 25064:2013 opisuje skupni industrijski format (CIF) za poročila o uporabniških potrebah in podaja specifikacije za njihovo vsebino in obliko, vključno z vsebinskimi elementi, ki jih morajo vključevati poročila. Poročila o uporabniških potrebah vključujejo zbirko informacij iz različnih ustreznih virov in njihovo dokumentacijo ter analizo in integracijo teh informacij v usklajene uporabniške potrebe.
Poročila o uporabniških potrebah se uporabljajo za sisteme programske in strojne opreme, izdelke ali storitve, vendar ne za izdelke za splošno uporabo, kot so zasloni ali tipkovnice. Vsebinski elementi so namenjeni za uporabo kot del dokumentacije na ravni sistema na podlagi razvojnih postopkov, kot so opisani v standardih ISO 9241-210 in ISO/IEC JTC 1/SC 7. Uporabniške potrebe so pomemben element pri vzpostavljanju uporabniških zahtev.
Poročila o uporabniških potrebah so namenjena za uporabo kot del dokumentacije na ravni sistema na podlagi razvojnih postopkov, kot so opisani v standardih ISO 9241-210 in ISO/IEC JTC 1/SC 7.

General Information

Status
Published
Publication Date
30-May-2017
Current Stage
6060 - Definitive text made available (DAV) - Publishing
Due Date
31-May-2017
Completion Date
31-May-2017

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SLOVENSKI STANDARD
SIST EN ISO/IEC 25064:2017
01-december-2017
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Systems and software engineering - Software product Quality Requirements and

Evaluation (SQuaRE) - Common Industry Format (CIF) for usability: User needs report

(ISO/IEC 25064:2013)
System- und Software-Engineering - Qualitätskriterien und Bewertung von Systemen
und Softwareprodukten (SQuaRE) - Allgemeines Industrieformat (CIF) zur
Gebrauchstauglichkeit: Dokumentation der Erfordernisse von Benutzern (ISO/IEC
25064:2013)

Ingénierie des systèmes et du logiciel - Exigences de qualité et évaluation du produit

logiciel (SQuaRE) - Format industriel commun (CIF) pour l'utilisabilité: Rapport sur les

besoins de l'usager (ISO/IEC 25064:2013)
Ta slovenski standard je istoveten z: EN ISO/IEC 25064:2017
ICS:
03.120.01 Kakovost na splošno Quality in general
35.080 Programska oprema Software
SIST EN ISO/IEC 25064:2017 en,fr,de

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

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SIST EN ISO/IEC 25064:2017
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SIST EN ISO/IEC 25064:2017
EN ISO/IEC 25064
EUROPEAN STANDARD
NORME EUROPÉENNE
May 2017
EUROPÄISCHE NORM
ICS 35.080
English Version
Systems and software engineering - Software product
Quality Requirements and Evaluation (SQuaRE) - Common
Industry Format (CIF) for usability: User needs report
(ISO/IEC 25064:2013)

Ingénierie des systèmes et du logiciel - Exigences de System- und Software-Engineering - Qualitätskriterien

qualité et évaluation du produit logiciel (SQuaRE) - und Bewertung von Systemen und Softwareprodukten

Format industriel commun (CIF) pour l'utilisabilité: (SQuaRE) - Allgemeines Industrieformat (CIF) zur

Rapport sur les besoins de l'usager (ISO/IEC Gebrauchstauglichkeit: Dokumentation der

25064:2013) Erfordernisse von Benutzern (ISO/IEC 25064:2013)
This European Standard was approved by CEN on 6 April 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: Avenue Marnix 17, B-1000 Brussels

© 2017 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN ISO/IEC 25064:2017 E

worldwide for CEN national Members.
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SIST EN ISO/IEC 25064:2017
EN ISO/IEC 25064:2017 (E)
Contents Page

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

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SIST EN ISO/IEC 25064:2017
EN ISO/IEC 25064:2017 (E)
European foreword

The text of ISO/IEC 25064:2013 has been prepared by Technical Committee ISO/IEC JTC 1 “Information

technology” of the International Organization for Standardization (ISO) and the International

Electrotechnical Commission (IEC) and has been taken over as EN ISO/IEC 25064:2017 by 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 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 2017, and conflicting national

standards shall be withdrawn at the latest by November 2017.

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

patent rights. CEN [and/or CENELEC] 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/IEC 25064:2013 has been approved by CEN as EN ISO/IEC 25064:2017 without any

modification.
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SIST EN ISO/IEC 25064:2017
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SIST EN ISO/IEC 25064:2017
INTERNATIONAL ISO/IEC
STANDARD 25064
First edition
2013-09-01
Systems and software engineering —
Software product Quality Requirements
and Evaluation (SQuaRE) — Common
Industry Format (CIF) for usability: User
needs report
Ingénierie des systèmes et du logiciel — Exigences de qualité et
évaluation du produit logiciel (SQuaRE) — Format industriel commun
(CIF) pour l'utilisabilité: Rapport sur les besoins de l'usager
Reference number
ISO/IEC 25064:2013(E)
ISO/IEC 2013
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SIST EN ISO/IEC 25064:2017
ISO/IEC 25064:2013(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO/IEC 2013

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 either ISO at the address below or

ISO's member body in the country of the requester.
ISO copyright office
Case postale 56  CH-1211 Geneva 20
Tel. + 41 22 749 01 11
Fax + 41 22 749 09 47
E-mail copyright@iso.org
Web www.iso.org
Published in Switzerland
ii © ISO/IEC 2013 – All rights reserved
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SIST EN ISO/IEC 25064:2017
ISO/IEC 25064:2013(E)
Contents Page

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

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

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

2  Conformance ......................................................................................................................................... 1

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

4  Terms and definitions ........................................................................................................................... 2

5  Purposes of a User Needs Report ....................................................................................................... 5

5.1  General ................................................................................................................................................... 5

5.2  User Needs Reports for existing products, services and systems .................................................. 6

5.3  User Needs Reports for new products, services and systems ........................................................ 6

5.4  User Needs Reports for determining, verifying, changing and elaborating context of use .......... 6

5.5  Relationship to other CIF information items ...................................................................................... 6

6  Content of a User Needs Report .......................................................................................................... 6

6.1  Content elements .................................................................................................................................. 6

6.2  Initial indicators of the needs for system/product/service or improvement ................................... 7

6.3  User responsibilities and goals ........................................................................................................... 7

6.4  Source data on which user needs are based ..................................................................................... 7

6.4.1  General ................................................................................................................................................... 7

6.4.2  Identified and reported user needs ..................................................................................................... 8

6.4.3  Identified and reported management and other stakeholder needs that impact on user

needs .................................................................................................................................................... 11

6.4.4  Identified performance deficiencies/problems/potential improvements ....................................... 12

6.5  Consolidated user needs .................................................................................................................... 14

6.6  Recommendations (if appropriate) .................................................................................................... 15

6.7  Data collection methods/procedures ................................................................................................ 15

6.7.1  Content ................................................................................................................................................. 15

6.7.2  Selection of participants for user needs assessment ..................................................................... 16

6.7.3  Description of user needs assessment participants ....................................................................... 16

6.7.4  Methods and procedures .................................................................................................................... 17

6.8  Supporting information ....................................................................................................................... 17

6.8.1  System/Product/Service description, objectives, constraints ....................................................... 17

6.8.2  Data collection instruments ............................................................................................................... 18

6.8.3  Data summaries ................................................................................................................................... 18

Annex A (informative) Users of User Needs Report ...................................................................................... 19

Annex B (informative) User Needs Report Format ........................................................................................ 20

B.1  General ................................................................................................................................................. 20

B.2  Title page .............................................................................................................................................. 20

B.3  Executive summary ............................................................................................................................. 20

B.4  Introduction .......................................................................................................................................... 21

B.5  Initial indicators of the need for system/product/service or improvement (If appropriate) ........ 21

B.6  Methods and procedures .................................................................................................................... 21

B.7  Identified user needs ........................................................................................................................... 21

B.8  Identified management/other stakeholder needs ............................................................................ 21

B.9  Identified performance deficiencies/problems/potential improvements ....................................... 21

B.10  Consolidated user needs .................................................................................................................... 21

B.11  Recommendations .............................................................................................................................. 21

B.12  Report annexes (supporting information) ........................................................................................ 21

B.12.1  System/Product/Service description, objectives, constraints ....................................................... 21

© ISO/IEC 2013 – All rights reserved iii
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SIST EN ISO/IEC 25064:2017
ISO/IEC 25064:2013(E)

B.12.2  Data collection instruments ................................................................................................................21

B.12.3  Data summaries ...................................................................................................................................21

Bibliography ......................................................................................................................................................22

iv © ISO/IEC 2013 – All rights reserved
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SIST EN ISO/IEC 25064:2017
ISO/IEC 25064:2013(E)
Foreword

ISO (the International Organization for Standardization) and IEC (the International Electrotechnical

Commission) form the specialized system for worldwide standardization. National bodies that are members of

ISO or IEC participate in the development of International Standards through technical committees

established by the respective organization to deal with particular fields of technical activity. ISO and IEC

technical committees collaborate in fields of mutual interest. Other international organizations, governmental

and non-governmental, in liaison with ISO and IEC, also take part in the work. In the field of information

technology, ISO and IEC have established a joint technical committee, ISO/IEC JTC 1.

International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.

The main task of the joint technical committee is to prepare International Standards. Draft International

Standards adopted by the joint technical committee are circulated to national bodies for voting. Publication as

an International Standard requires approval by at least 75 % of the national bodies casting a vote.

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

rights. ISO and IEC shall not be held responsible for identifying any or all such patent rights.

ISO/IEC 25064 was prepared by Joint Technical Committee ISO/IEC JTC 1, Information technology,

Subcommittee SC 7, Software and systems engineering.
© ISO/IEC 2013 – All rights reserved v
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SIST EN ISO/IEC 25064:2017
ISO/IEC 25064:2013(E)
Introduction

The human-centred design approach of ISO 9241-210 is well established and focuses on making systems

usable. Usability can be achieved by applying human-centred design and testing throughout the lifecycle. In

order to enable a human-centred approach to be adopted, it is important that all the relevant types of

information related to usability are identified and communicated. This identification and communication

enables the usability of a system to be designed and tested.

This International Standard provides a framework and consistent terminology for reporting on the assessment

of user needs. Specifying user needs in a consistent manner will assist those developing and acquiring

interactive systems. It describes a set of user needs report content elements as part of a human-centred

approach to design of interactive systems. A user needs report is intended to assist developers in determining

user requirements for a system, product, or service.

The Common Industry Format (CIF) for Usability family of International Standards is described in

ISO/IEC TR 25060 and is part of the SQuaRE series (ISO/IEC 25000 – ISO/IEC 25099) of standards on

systems and software product quality requirements and evaluation.
CIF standards are planned for the following information items:
 Context of use description (25063)
 User needs report (25064)
 User requirements specification (25065)
 User interaction specification (2506X)
 User interface specification (2506X)
 Usability evaluation report (25066)
 Field data report (2506X)
vi © ISO/IEC 2013 – All rights reserved
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SIST EN ISO/IEC 25064:2017
ISO/IEC 25064:2013(E)
Context of Use
ISO/IEC 15288 6.4.1
"Stake holders requirements definition process"
ISO/IEC 9241-210 6.2
"Understand and specify the context of use"
ISO/IEC 25063 "Context of use description"
ISO/IEC 25064 "User needs report"
Evaluation
Derived
Results
Requirements
ISO/IEC 15288 6.4.6
"Verification process"
ISO/IEC 15288 6.4.2
"Stakeholder requirements
ISO/IEC 9241-210
analysis process"
6.5 "Evaluate"
ISO/IEC 25062
ISO/IEC 9241-210 6.3
User Needs
"Common Industry Format (CIF)
"Specify the user requirements"
for Usability Test Reports"
ISO/IEC 25065
ISO/IEC 25066
"User requirements specification"
"Evaluation reports"
ISO/IEC 2506x
"Field data report"
ISO/IEC 15288 6.4.3
"Architectural design process"
ISO/IEC 9241-210 6.4
"Produce design solutions"
ISO/IEC 2506x "User interaction specification"
ISO/IEC 2506x "User interface specification"
Legend
Designed Solutions
Standards listed in bold
represent CIF process outputs

Figure 1 — Relationship of CIF documents to user centred design in ISO 924-210 and system lifecycle

processes in ISO/IEC 15288

Figure 1 illustrates the interdependence of these information items with the human-centred design activities

described in ISO 9241-210 as well as the corresponding System Life Cycle processes described in

ISO/IEC 15288. The figure depicts the activities as a set of intersecting circles. The circles overlap to

represent that the activities are not separate, but rather, overlapping in time and scope and the outcome of

each activity provides the input to one or more other activities. As each human-centred design activity can

provide input to any other, there is no starting point, no endpoint, or linear process intended.

Human-centred design relies on user needs that are first identified based on the context of use analysis. User

needs are documented in the User Needs Report (ISO/IEC 25064), which is an intermediate deliverable that

links the Context of Use Description (ISO/IEC 25063) that contains Information about the users, their tasks

and the organizational and physical environment, to the user requirements. These items are developed during

the Stakeholders Requirements Definition Process described in ISO/IEC 15288.

The “Produce design solutions” activity focuses on designing user interaction that meets user requirements.

This activity takes place during the Architectural Design, Implementation, and Integration processes described

in ISO/IEC 15288 and produces the information items “User Interaction Specification” and the “User Interface

Specification”.

The “Evaluate” activity starts at the earliest stages in the project, evaluating design concepts to obtain a better

understanding of the user needs. Design solutions can be evaluated multiple times as the interactive system

is being developed, and can produce various types of evaluation report, and usability data such as that

described in ISO/IEC 25062 can support the ISO/IEC 15288 validation process that confirms that the system

complies with the stakeholders requirements.
© ISO/IEC 2013 – All rights reserved vii
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SIST EN ISO/IEC 25064:2017
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SIST EN ISO/IEC 25064:2017
INTERNATIONAL STANDARD ISO/IEC 25064:2013(E)
Systems and software engineering — Software product Quality
Requirements and Evaluation (SQuaRE) — Common Industry
Format (CIF) for usability: User needs report
1 Scope

This International Standard describes the Common Industry Format (CIF) for reporting user needs. This

specifies the contents and provides a sample format of user needs reports. Specification of management

needs, as well as other stakeholder needs, is considered to the extent that they directly impact on user needs.

The purpose of the User Needs Report and the intended users of the information are identified, as well as the

relationship of user needs to other outputs of human-centred design. The audience of this standard includes

all users stated in the scope of ISO/IEC 25000. Annex B of ISO/IEC 25000 describes the users of the

information item “user needs report” in detail. Annex A of this International Standard provides a list of typical

users of a User Needs Report.
User Needs Reports include:

 documentation of information collected from various sources relevant to user needs

 the consolidated user needs based on the analysis of the collected information

The User Needs Report is applicable to software and hardware systems, products or services (excluding

generic products, such as a display screen or keyboard). User Needs Reports are relevant for existing and

new products, services and systems, although the extent to which use needs are reported depends upon the

type of system, product, or service involved. It can also contribute to determining, verifying, changing and

elaborating the context of use. The content elements are intended to be used as part of system-level

documentation resulting from development processes such as those in ISO 9241-210 and ISO/IEC JTC1/SC7

process standards.

This International Standard does not prescribe any kind of method, lifecycle or process. To ensure that these

content elements can be used within the broadest range of process models and used in combination with

other information items, the descriptions use the classifications in ISO/IEC 15289 and ISO/IEC 15504-6.

NOTE The content elements documenting user needs can be integrated in any process models. For the purpose of

establishing process models, ISO/IEC 24774 and ISO/IEC 15504-2 specify the format and conformance requirements for

process models respectively. In addition ISO/IEC 15289 defines the types and content of information items developed and

used in process models for system and software lifecycle management. ISO/IEC 15504-5 and 6 define work products,

including information items, for the purpose of process capability assessment. Process models and associated information

items for human-centred design of interactive systems are contained in ISO TR 18529 and ISO TS 18152 respectively.

2 Conformance

A user needs report conforms to this International Standard if it contains all of the required information

elements specified in clause 6.
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3 Normative references

The following documents, in whole or in part, are normatively referenced in this document and are

indispensable for its application. For dated references, only the edition cited applies. For undated references,

the latest edition of the referenced document, (including any amendments) applies.

ISO/IEC 25063 , Systems and software engineering — Systems and software product Quality Requirements

and Evaluation (SQuaRE) — Common Industry Format (CIF) for Usability: Context of use description

4 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
4.1
accessibility

extent to which products, systems, services, environments and facilities can be used by people from a

population with the widest range of characteristics and capabilities to achieve a specified goal in a specified

context of use

Note 1 to entry: Context of use includes direct use or use supported by assistive technologies.

[SOURCE: ISO 26800:2011, 2.1]
4.2
action
user behaviour that a system accepts as a request for a particular operation
[SOURCE: ISO/IEC TR 11580:2007]
4.3
context of use

users, tasks, equipment (hardware, software and materials), and the physical and social environments in

which a product is used
[SOURCE: ISO 9241-11:1998]
4.4
dialogue

interaction between a user and an interactive system as a sequence of user actions (inputs) and system

responses (outputs) in order to achieve a goal
[SOURCE: ISO 9241-110:2006]
4.5
effectiveness
accuracy and completeness with which users achieve specified goals
[SOURCE: ISO 9241-11:1998]
4.6
efficiency

resources expended in relation to the accuracy and completeness with which users achieve goals

[SOURCE: ISO 9241-11:1998]
To be published.
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4.7
goal
intended outcome
[SOURCE: ISO 9241-11:1998]
4.8
information item

separately identifiable body of information that is produced, stored, and delivered for human use

Note 1 to entry: “information product” is a synonym.

Note 2 to entry: An information item can be produced in several versions during a project life cycle.

[SOURCE: ISO/IEC/IEEE 15289:2011]
4.9
performance deficiency

difference between the required (or desired) level of performance and the actual performance

Note 1 to entry: Deficiency data is only obtainable in environments where specific performance requirements exist

Note 2 to entry: Performance refers to effectiveness and efficiency in the definition of usability

Note 3 to entry: Performance deficiencies can include deficiencies in measured customer satisfaction

4.10
product

part of the equipment (hardware, software and materials) for which usability is to be specified or evaluated

[SOURCE: ISO 9241-11:1998]
4.11
requirement

condition or capability that must be met or possessed by a system, system component, product, or service to

satisfy an agreement, standard, specification, or other formally imposed documents

Note 1 to entry: Formally imposed documents could include user needs reports.
[SOURCE: ISO/IEC 24765:2010]
4.12
satisfaction
freedom from discomfort, and positive attitudes towards the use of the product
[SOURCE: ISO 9241-11:1998]
4.13
stakeholder

individual or organization having a right, share, claim, or interest in a system or in its possession of

characteristics that meet their needs and expectations
[SOURCE: ISO/IEC 15288:2008]
4.14
system

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

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

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Note 2 to entry: In practice, the interpretation of its meaning is frequently clarified by the use of an associative noun,

e.g. aircraft system. Alternatively the word system may be substituted simply by a context dependent synonym, e.g.

aircraft, though this may then obscure a system principles perspective.
[SOURCE: ISO/IEC 15288:2008, 4.31]
4.15
task
activities required to achieve a goal
[SOURCE: ISO 9241-11:1998]

Note 1 to entry: The term “task” is used here, as in ISO 9241-11, in its widest sense, rather than in reference to the

specifics of use of the dialogue system.
4.16
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
[SOURCE: ISO 9241-210:2010]

Note 1 to entry: This definition of usability is similar to that used to define quality in use in ISO/IEC 9126-1:2001.

4.17
user
person who interacts with a system, product or service

Note 1 to entry: A person who uses an output or service provided by a system, such as a bank customer who receives

a paper or electronic statement, visits a branch, or carries out telephone banking using a call centre, is considered to be a

user.
[SOURCE: ISO 26800:2011]
4.18
user experie
...

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