EN ISO 9241-110:2020

Ergonomics of human-system interaction - Part 110: Interaction principles (ISO 9241-110:2020)

This document describes principles for interaction between a user and a system that are formulated in general terms (i.e. independent of situations of use, application, environment or technology). This document provides a framework for applying those interaction principles and the general design recommendations for interactive systems.
While this document is applicable to all types of interactive systems, it does not cover the specifics of every application domain (e.g. safety critical systems, collaborative work, artificial intelligence features).
It is intended for the following audiences:
—     analysts of requirements (including market requirements, user requirements, and system requirements);
—     designers of user interface development tools and style guides to be used by user interface designers and developers;
—     designers of user interfaces who will apply the guidance during the design activities (either directly, based on training, or by using tools and style guides which incorporate the guidance);
—     developers who will apply the guidance during the development process;
—     evaluators who are responsible for ensuring that products meet the general design recommendations contained in this document;
—     buyers who will reference this document in contracts during product procurement.
This document focuses on interaction principles related to the design of interactions between user and interactive system. ISO 9241-112 provides further guidance on the presentation of information.
This document does not consider any other aspect of design such as marketing, aesthetics and corporate identity.

Ergonomie der Mensch-System-Interaktion - Teil 110: Interaktionsprinzipien (ISO 9241-110:2020)

Dieses Dokument beschreibt Interaktionsprinzipien zwischen einem Benutzer und einem System in allgemeiner Form (d. h. unabhängig von Benutzungssituationen, Anwendung, Umgebung oder Technik). Dieses Dokument stellt einen Rahmen bereit für die Anwendung dieser Interaktionsprinzipien und der allgemeinen Gestaltungsempfehlungen für interaktive Systeme.
Während dieses Dokument auf alle Arten von interaktiven Systemen anwendbar ist, deckt es nicht die Besonderheiten jedes einzelnen Anwendungsgebiets ab (z. B. sicherheitskritische Systeme, Gruppenarbeit, KI Funktionen).
Dieses Dokument ist für die folgenden Zielgruppen gedacht:
- Anforderungsanalysten (u. a. für Marktanforderungen, Nutzungsanforderungen und System-anforderungen);
- Designer von Entwicklungswerkzeugen für Benutzungsschnittstellen und von Styleguides (Empfehlungen und Gestaltungsrichtlinien), damit diese von Designern von Benutzungsschnittstellen und Entwicklern verwendet werden;
- Designern von Benutzungsschnittstellen, die die Empfehlungen im Rahmen von Gestaltungsaktivitäten anwenden (entweder direkt, auf der Grundlage von Schulungen oder durch die Verwendung von Werkzeugen und Styleguides, die die Empfehlungen beinhalten);
- Entwickler, die die Empfehlungen während des Entwicklungsprozesses anwenden;
- Bewerter, die dafür verantwortlich sind sicherzustellen, dass das Produkt den allgemeinen Gestaltungsempfehlungen dieses Dokumentes entspricht;
- Käufer, die sich in Verträgen bei der Produktbeschaffung auf dieses Dokument beziehen.
Dieses Dokument fokussiert auf Interaktionsprinzipien, die sich auf die Gestaltung von Interaktionen zwischen Benutzer und interaktivem System beziehen. ISO 9241 112 enthält weitere Empfehlungen zu Grundsätzen der Informationsdarstellung.
Dieses Dokument betrachtet nicht solche Aspekte der Gestaltung wie Marketing, Ästhetik oder Corporate Identity.

Ergonomie de l'interaction homme-système - Partie 110: Principes d’interaction (ISO 9241-110:2020)

Le présent document décrit les principes d'interaction entre un utilisateur et un système, énoncés en termes généraux (c'est-à-dire indépendamment des situations d'utilisation, de l'application, de l'environnement ou de la technologie). Le présent document fournit un cadre pour l'application de ces principes d'interaction et des recommandations générales de conception pour les systèmes interactifs.
Bien que le présent document soit applicable à tous les types de systèmes interactifs, il ne couvre pas les spécificités de tous les domaines d'application (par exemple les systèmes critiques pour la sécurité, le travail collaboratif, les fonctions d'intelligence artificielle).
Il est destiné aux publics suivants:
—          les analystes des besoins (y compris les besoins du marché, les exigences des utilisateurs et les exigences des systèmes);
—          les concepteurs d'outils de développement d'interfaces utilisateur et de guides de style destinés à être utilisés par les concepteurs et les développeurs d'interfaces utilisateur;
—          les concepteurs d'interfaces utilisateur qui appliqueront les recommandations lors des activités de conception (soit directement, sur la base d'une formation, soit en utilisant des outils et des guides de style qui intègrent les recommandations);
—          les développeurs qui appliqueront les recommandations au cours du processus de développement;
—          les évaluateurs qui sont tenus de s'assurer que les produits sont conformes aux recommandations générales de conception contenues dans le présent document;
—          les acheteurs qui se réfèreront au présent document dans les contrats lors de l'achat du produit.
Le présent document est centré sur les principes d'interaction associés à la conception des interactions entre l'utilisateur et le système interactif. L'ISO 9241-112 fournit des recommandations supplémentaires relatives à la présentation de l'information.
Le présent document ne tient compte d'aucun autre aspect de la conception tel que le marketing, l'esthétique et l'image de marque.

Ergonomija medsebojnega vpliva človek-sistem - 110. del: Načela medsebojnega delovanja (ISO 9241-110:2020)

General Information

• Status: Published
• Publication Date: 09-Jun-2020
• Withdrawal Date: 30-Dec-2020
• ICS: 13.180 - Ergonomics
• 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: 10-Jun-2020
• Completion Date: 10-Jun-2020
• Ref Project: SIST EN ISO 9241-110:2020 - Ergonomics of human-system interaction - Part 110: Interaction principles (ISO 9241-110:2020)

Relations

• Replaces: EN ISO 9241-110:2006 - Ergonomics of human-system interaction - Part 110: Dialogue principles (ISO 9241-110:2006)
• Effective Date: 17-Jun-2020

Standards Content (Sample)

SLOVENSKI STANDARD
01-december-2020
Nadomešča:
SIST EN ISO 9241-110:2007
Ergonomija medsebojnega vpliva človek-sistem - 110. del: Načela medsebojnega
delovanja (ISO 9241-110:2020)
Ergonomics of human-system interaction - Part 110: Interaction principles (ISO 9241-
110:2020)
Ergonomie der Mensch-System-Interaktion - Teil 110: Interaktionsprinzipien (ISO 9241-
110:2020)
Ergonomie de l'interaction homme-système - Partie 110: Titre manque (ISO 9241-
110:2020)
Ta slovenski standard je istoveten z: EN ISO 9241-110:2020
ICS:
13.180 Ergonomija Ergonomics
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

EN ISO 9241-110
EUROPEAN STANDARD
NORME EUROPÉENNE
June 2020
EUROPÄISCHE NORM
ICS 13.180 Supersedes EN ISO 9241-110:2006
English Version
Ergonomics of human-system interaction - Part 110:
Interaction principles (ISO 9241-110:2020)
Ergonomie de l'interaction homme-système - Partie Ergonomie der Mensch-System-Interaktion - Teil 110:
110: Principes d'interaction (ISO 9241-110:2020) Interaktionsprinzipien (ISO 9241-110:2020)
This European Standard was approved by CEN on 23 May 2020.

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, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway,
Poland, Portugal, Republic of North Macedonia, 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
© 2020 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN ISO 9241-110:2020 E
worldwide for CEN national Members.

Contents Page
European foreword . 3

European foreword
This document (EN ISO 9241-110:2020) 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 December 2020, and conflicting national standards
shall be withdrawn at the latest by December 2020.
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 9241-110:2006.
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, France, Germany, Greece, Hungary, Iceland,
Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Republic of
North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the
United Kingdom.
Endorsement notice
The text of ISO 9241-110:2020 has been approved by CEN as EN ISO 9241-110:2020 without any
modification.
INTERNATIONAL ISO
STANDARD 9241-110
Second edition
2020-05
Ergonomics of human-system
interaction —
Part 110:
Interaction principles
Ergonomie de l'interaction homme-système —
Partie 110: Principes d’interaction
Reference number
ISO 9241-110:2020(E)
©
ISO 2020
ISO 9241-110:2020(E)
© ISO 2020
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 2020 – All rights reserved

ISO 9241-110:2020(E)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Interaction principles . 4
4.1 Overview . 4
4.2 Coverage of this set of interaction principles and general design recommendations. 5
4.3 Use of the interaction principles in human-centred design . 5
4.4 Contribution of the interaction principles to usability . 6
4.5 Relationships between interaction principles . 6
4.6 Framework for using this document . 6
5 Principles and recommendations . 8
5.1 Suitability for the user’s tasks . 8
5.1.1 Principle . 8
5.1.2 Recommendations related to identifying suitability of the interactive
system for a given task . . 9
5.1.3 Recommendations related to optimizing effort in task accomplishment . 9
5.1.4 Recommendations related to defaults supporting the task . 9
5.2 Self-descriptiveness .10
5.2.1 Principle .10
5.2.2 Recommendations related to presence and obviousness of the information .10
5.2.3 Recommendations related to clear indication of processing status .11
5.3 Conformity with user expectations .11
5.3.1 Principle .11
5.3.2 Recommendations related to appropriate system behaviour and responses .12
5.3.3 Recommendations related to consistency (internal and external) .13
5.3.4 Recommendations related to changes in the context of use .13
5.4 Learnability .14
5.4.1 Principle .14
5.4.2 Recommendations related to discovery .14
5.4.3 Recommendations related to exploration.15
5.4.4 Recommendations related to retention .15
5.5 Controllability .15
5.5.1 Principle .15
5.5.2 Recommendations related to interruption by the user .16
5.5.3 Recommendations related to flexibility .16
5.5.4 Recommendations related to individualization .17
5.6 Use error robustness .18
5.6.1 Principle .18
5.6.2 Recommendations related to use error avoidance .18
5.6.3 Recommendations related to use error tolerance .19
5.6.4 Recommendations related to use error recovery .19
5.7 User engagement .20
5.7.1 Principle .20
5.7.2 Recommendations related to motivating the user to use the system .21
5.7.3 Recommendations related to trustworthiness of the system .22
5.7.4 Recommendations related to increasing user involvement with the system .23
Annex A (informative) Checklist to aid in applying the recommendations in this document .24
Bibliography .31
ISO 9241-110:2020(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
...