Ergonomics of human-system interaction - Part 210: Human-centred design for interactive systems (ISO 9241-210:2019)

This document provides requirements and recommendations for human-centred design principles and activities throughout the life cycle of computer-based interactive systems. It is intended to be used by those managing design processes, and is concerned with ways in which both hardware and software components of interactive systems can enhance human?system interaction.
NOTE Computer-based interactive systems vary in scale and complexity. Examples include off-the-shelf (shrink-wrap) software products, custom office systems, process control systems, automated banking systems, Web sites and applications, and consumer products such as vending machines, mobile phones and digital television. Throughout this document, such systems are generally referred to as products, systems or services although, for simplicity, sometimes only one term is used.
This document provides an overview of human-centred design activities. It does not provide detailed coverage of the methods and techniques required for human-centred design, nor does it address health or safety aspects in detail. Although it addresses the planning and management of human-centred design, it does not address all aspects of project management.
The information in this document is intended for use by those responsible for planning and managing projects that design and develop interactive systems. It therefore addresses technical human factors and ergonomics issues only to the extent necessary to allow such individuals to understand their relevance and importance in the design process as a whole. It also provides a framework for human factors and usability professionals involved in human-centred design. Detailed human factors/ergonomics, usability and accessibility issues are dealt with more fully in a number of standards including other parts of ISO 9241 (see Annex A) and ISO 6385, which sets out the broad principles of ergonomics.
The requirements and recommendations in this document can benefit all parties involved in human-centred design and development. Annex B provides a checklist that can be used to support claims of conformance with this document.

Ergonomie der Mensch-System-Interaktion - Teil 210: Menschzentrierte Gestaltung interaktiver Systeme (ISO 9241-210:2019)

Dieses Dokument legt Anforderungen fest und gibt Empfehlungen für menschzentrierte Gestaltungs-grundsätze und  aktivitäten für den gesamten Lebenszyklus rechnergestützter interaktiver Systeme. Er ist für Manager von Gestaltungsprozessen gedacht und behandelt Mittel, mit Hilfe derer sowohl Hardware  als auch Softwarekomponenten von interaktiven Systemen die Mensch-System-Interaktion verbessern können.
ANMERKUNG   Rechnergestützte interaktive Systeme sind in Größe und Komplexität unterschiedlich. Beispiele dafür sind Standard-Softwareprodukte, kundenspezifische Bürosysteme, Prozessleitsysteme, automatisierte Banksysteme, Webseiten und Webanwendungen sowie Verbraucherprodukte wie beispielsweise Verkaufsautomaten, Mobiltelefone und Digitalfernsehen. In diesem Dokument werden derartige Systeme im Allgemeinen als Produkte, Systeme oder Dienste bezeichnet, wenngleich aus Gründen der Vereinfachung manchmal nur ein Begriff verwendet wird.
Dieses Dokument gibt einen Überblick über menschzentrierte Gestaltungsaktivitäten. Es enthält weder Einzelheiten zu Verfahren und Techniken, die für eine menschzentrierte Gestaltung erforderlich sind, noch werden Gesundheits  und Sicherheitsaspekte im Detail behandelt. Obwohl Planung und Management einer menschzentrierten Gestaltung angesprochen werden, behandelt ISO 9241 210 nicht sämtliche Aspekte des Projektmanagements.
Die Informationen in diesem Dokument sind für diejenigen gedacht, die für Planung und Management von Projekten zur Gestaltung und Entwicklung interaktiver Systeme verantwortlich sind. Deshalb werden spezifische arbeitswissenschaftliche und ergonomische Fragestellungen nur in dem Umfang behandelt, der erforderlich ist, um es diesem Personenkreis zu ermöglichen, deren Relevanz und Bedeutung im Gestaltungsprozess als Ganzes zu verstehen. Dieser Teil der ISO 9241 bietet außerdem einen Rahmen für Fachleute auf dem Gebiet der Arbeitswissenschaft und der Gebrauchstauglichkeit, die in die menschzentrierte Gestaltung involviert sind. Detailfragen auf den Gebieten der Arbeitswissenschaft/Ergonomie, Gebrauchstauglichkeit und Zugänglichkeit werden ausführlicher in einer Reihe von Normen einschließlich anderer Teile der ISO 9241 (siehe Anhang A) und der ISO 6385 behandelt, die die allgemeinen Grundsätze der Ergonomie darlegt.
Die Anforderungen und Empfehlungen in diesem Dokument können für alle von Nutzen sein, die in die menschzentrierte Gestaltung und Entwicklung involviert sind. Anhang B enthält eine Checkliste, die verwendet werden kann, um Ansprüche auf Konformität mit diesem Dokument zu belegen.

Ergonomie de l'interaction homme-système - Partie 210: Conception centrée sur l'opérateur humain pour les systèmes interactifs (ISO 9241-210:2019)

Le présent document spécifie des exigences et des recommandations relatives aux principes et aux activités de conception centrée sur l'opérateur humain, intervenant tout au long du cycle de vie des systèmes informatiques interactifs. Il est destiné à être utilisé par les responsables de la gestion des processus de conception et traite des manières dont les composants matériels et logiciels des systèmes interactifs peuvent améliorer l'interaction homme-système.
NOTE Les systèmes informatiques interactifs présentent des différences de taille et de complexité. Ils comprennent, par exemple, les produits logiciels disponibles dans le commerce (prêts à l'emploi), les logiciels de bureautique personnalisés, les systèmes de contrôle des processus, les systèmes bancaires automatisés, les sites et applications Web, ainsi que les produits destinés au grand public, tels que les distributeurs automatiques, les téléphones mobiles et les postes de télévision numérique. Dans le présent document, ces systèmes sont généralement définis comme des produits, des systèmes ou des services, bien que, pour des raisons de simplicité, un seul terme soit parfois utilisé.
Le présent document donne un aperçu des activités de conception centrée sur l'opérateur humain. Il ne couvre pas de manière exhaustive les méthodes et techniques requises pour la conception centrée sur l'opérateur humain, ni le détail de tous les aspects liés à la santé ou à la sécurité. Bien qu'il couvre la planification et la gestion de la conception centrée sur l'opérateur humain, il ne traite pas de tous les aspects de la gestion de projets.
Les informations fournies dans le présent document sont destinées à être utilisées par les responsables de la planification et de la gestion des projets de conception et de développement de systèmes interactifs. Ces informations n'abordent donc les aspects techniques des facteurs humains et de l'ergonomie que dans la mesure où ces responsables ont besoin d'appréhender la pertinence et l'importance de ces données par rapport au processus de conception dans son ensemble. Ces informations fournissent également un cadre pour les professionnels des facteurs humains et de l'utilisabilité impliqués dans la conception centrée sur l'opérateur humain. Les questions détaillées liées aux facteurs humains/à l'ergonomie, à l'utilisabilité et à l'accessibilité sont traitées de manière plus approfondie dans différentes normes, y compris d'autres parties de l'ISO 9241 (voir Annexe A) et de l'ISO 6385 qui établit les principes généraux de l'ergonomie.
Toutes les parties impliquées dans la conception et le développement centrés sur l'opérateur humain peuvent tirer profit des exigences et des recommandations spécifiées dans le présent document. L'Annexe B fournit une liste de contrôle pouvant être utilisée à l'appui des déclarations de conformité du présent document.

Ergonomija medsebojnega vpliva človek-sistem - 210. del: Procesi načrtovanja interaktivnih sistemov, osredotočenih na človeka (ISO 9241-210:2019)

Ta standard podaja zahteve ter priporočila za načela in dejavnosti načrtovanja z osredotočenostjo na človeka v celotnem življenjskem ciklu računalniških interaktivnih sistemov. Namenjen je tistim, ki upravljajo postopke načrtovanja, in opredeljuje načine, s katerimi lahko komponente strojne in programske opreme interaktivnih sistemov izboljšajo medsebojni vpliv človek-sistem. Ta dokument podaja pregled dejavnosti načrtovanja z osredotočenostjo na človeka. Ne zajema podrobnosti metod in tehnik, potrebnih za načrtovanje z osredotočenostjo na človeka, niti ne obravnava podrobnosti zdravstvenih in varnostnih vidikov. Čeprav obravnava vzpostavljanje in upravljanje načrtovanja z osredotočenostjo na človeka, pa ne obravnava vseh vidikov vodenja projektov. Informacije v tem dokumentu so namenjene tistim, ki so odgovorni za planiranje in upravljanje projektov za načrtovanje in razvoj interaktivnih sistemov. Zaradi tega obravnava tehnične človeške dejavnike in vprašanja ergonomije le v obsegu, ki takšnim posameznikom omogoča razumevanje njihove ustreznosti in pomembnosti pri postopku načrtovanja kot celote. Podaja tudi okvir za strokovnjake na področju človeških dejavnikov in uporabnosti, ki sodelujejo pri načrtovanju z osredotočenostjo na človeka. Podrobni človeški dejavniki/ergonomija, uporabnost in vprašanja dostopnosti so podrobneje obravnavani v številnih standardih, vključno z drugimi deli standarda ISO 9241 (glej dodatek A) in standardom ISO 6385, ki določa splošna načela ergonomije. Zahteve in priporočila iz tega dokumenta so lahko uporabne za vse, ki so vključeni v načrtovanje in razvoj z osredotočenostjo na človeka. Dodatek B vključuje kontrolni seznam, ki ga je mogoče uporabiti za preverjanje skladnosti s tem dokumentom.

General Information

Status
Published
Publication Date
20-Aug-2019
Current Stage
6060 - Definitive text made available (DAV) - Publishing
Due Date
21-Aug-2019
Completion Date
21-Aug-2019

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SLOVENSKI STANDARD
SIST EN ISO 9241-210:2020
01-februar-2020
Nadomešča:
SIST EN ISO 9241-210:2011
Ergonomija medsebojnega vpliva človek-sistem - 210. del: Procesi načrtovanja
interaktivnih sistemov, osredotočenih na človeka (ISO 9241-210:2019)
Ergonomics of human-system interaction - Part 210: Human-centred design for
interactive systems (ISO 9241-210:2019)
Ergonomie der Mensch-System-Interaktion - Teil 210: Prozess zur Gestaltung
gebrauchstauglicher interaktiver Systeme (ISO 9241-210:2019)
Ergonomie de l'interaction homme-système - Partie 210: Conception centrée sur
l'opérateur humain pour les systèmes interactifs (ISO 9241-210:2019)
Ta slovenski standard je istoveten z: EN ISO 9241-210:2019
ICS:
13.180 Ergonomija Ergonomics
35.180 Terminalska in druga IT Terminal and other
periferna oprema IT peripheral equipment
SIST EN ISO 9241-210:2020 en,fr,de

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

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SIST EN ISO 9241-210:2020
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SIST EN ISO 9241-210:2020
EN ISO 9241-210
EUROPEAN STANDARD
NORME EUROPÉENNE
August 2019
EUROPÄISCHE NORM
ICS 13.180; 35.180 Supersedes EN ISO 9241-210:2010
English Version
Ergonomics of human-system interaction - Part 210:
Human-centred design for interactive systems (ISO 9241-
210:2019)

Ergonomie de l'interaction homme-système - Partie Ergonomie der Mensch-System-Interaktion - Teil 210:

210: Conception centrée sur l'opérateur humain pour Prozess zur Gestaltung gebrauchstauglicher

les systèmes interactifs (ISO 9241-210:2019) interaktiver Systeme (ISO 9241-210:2019)

This European Standard was approved by CEN on 1 July 2019.

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

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

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

member.

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

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

Centre has the same status as the official versions.

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

Finland, 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

© 2019 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN ISO 9241-210:2019 E

worldwide for CEN national Members.
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SIST EN ISO 9241-210:2020
EN ISO 9241-210:2019 (E)
Contents Page

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

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SIST EN ISO 9241-210:2020
EN ISO 9241-210:2019 (E)
European foreword

This document (EN ISO 9241-210:2019) has been prepared by Technical Committee ISO/TC 159

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

which is held by DIN.

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

identical text or by endorsement, at the latest by February 2020, and conflicting national standards

shall be withdrawn at the latest by February 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 9241-210:2010.

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 9241-210:2019 has been approved by CEN as EN ISO 9241-210:2019 without any

modification.
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SIST EN ISO 9241-210:2020
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SIST EN ISO 9241-210:2020
INTERNATIONAL ISO
STANDARD 9241-210
Second edition
2019-07
Ergonomics of human-system
interaction —
Part 210:
Human-centred design for
interactive systems
Ergonomie de l'interaction homme-système —
Partie 210: Conception centrée sur l'opérateur humain pour les
systèmes interactifs
Reference number
ISO 9241-210:2019(E)
ISO 2019
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SIST EN ISO 9241-210:2020
ISO 9241-210:2019(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2019

All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may

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

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

below or ISO’s member body in the country of the requester.
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 2019 – All rights reserved
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SIST EN ISO 9241-210:2020
ISO 9241-210:2019(E)
Contents Page

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

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

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

2 Normative references ...................................................................................................................................................................................... 1

3 Terms and definitions ..................................................................................................................................................................................... 1

4 Rationale for adopting human-centred design ..................................................................................................................... 4

5 Principles of human-centred design ................................................................................................................................................ 6

5.1 General ........................................................................................................................................................................................................... 6

5.2 The design is based upon an explicit understanding of users, tasks and environments ........ 6

5.3 Users are involved throughout design and development .................................................................................. 6

5.4 The design is driven and refined by user-centred evaluation ........................................................................ 7

5.5 The process is iterative .................................................................................................................................................................... 7

5.6 The design addresses the whole user experience .................................................................................................... 7

5.7 The design team includes multidisciplinary skills and perspectives ....................................................... 8

6 Planning human-centred design .......................................................................................................................................................... 9

6.1 General ........................................................................................................................................................................................................... 9

6.2 Responsibility .......................................................................................................................................................................................... 9

6.3 Content of plan ........................................................................................................................................................................................ 9

6.4 Integration with project plan...................................................................................................................................................10

6.5 Timing and resources .....................................................................................................................................................................10

7 Human-centred design activities ......................................................................................................................................................10

7.1 General ........................................................................................................................................................................................................10

7.2 Understanding and specifying the context of use ..................................................................................................12

7.2.1 General...................................................................................................................................................................................12

7.2.2 Context-of-use description ...................................................................................................................................13

7.2.3 Sufficient detail to support design.................................................................................................................13

7.2.4 Context of use specified for design .................. ..............................................................................................13

7.3 Specifying the user requirements ........................................................................................................................................13

7.3.1 General...................................................................................................................................................................................13

7.3.2 Identifying user and other stakeholder needs ....................................................................................14

7.3.3 Deriving user requirements ................................................................................................................................14

7.3.4 Resolving trade-offs between user requirements ............................................................................14

7.3.5 Ensuring the quality of user requirements specifications ........................................................14

7.4 Producing design solutions .......................................................................................................................................................15

7.4.1 General...................................................................................................................................................................................15

7.4.2 Designing user tasks, user–system interaction and user interface to meet

user requirements, taking into consideration the whole user experience .................15

7.4.3 Making design solutions more concrete ...................................................................................................16

7.4.4 Altering the design solutions based on user-centred evaluation and feedback ....17

7.4.5 Communicating the design solution to those responsible for implementation .....17

7.5 Evaluating the design .....................................................................................................................................................................17

7.5.1 General...................................................................................................................................................................................17

7.5.2 Conducting user-centred evaluation ...........................................................................................................18

7.5.3 User-centred evaluation methods..................................................................................................................18

7.5.4 User-based testing .......................................................................................................................................................18

7.5.5 Inspection-based evaluation...............................................................................................................................19

7.5.6 Long-term monitoring .............................................................................................................................................19

8 Sustainability and human-centred design ..............................................................................................................................20

9 Conformance ..........................................................................................................................................................................................................20

Annex A (informative) Overview of the ISO 9241 series ...............................................................................................................22

© ISO 2019 – All rights reserved iii
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SIST EN ISO 9241-210:2020
ISO 9241-210:2019(E)

Annex B (informative) Sample procedure for assessing applicability and conformance ..........................23

Bibliography .............................................................................................................................................................................................................................33

iv © ISO 2019 – All rights reserved
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SIST EN ISO 9241-210:2020
ISO 9241-210:2019(E)
Foreword

ISO (the International Organization for Standardization) is a worldwide federation of national standards

bodies (ISO member bodies). The work of preparing International Standards is normally carried out

through ISO technical committees. Each member body interested in a subject for which a technical

committee has been established has the right to be represented on that committee. International

organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.

ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of

electrotechnical standardization.

The procedures used to develop this document and those intended for its further maintenance are

described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the

different types of ISO documents should be noted. This document was drafted in accordance with the

editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/directives).

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

patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of

any patent rights identified during the development of the document will be in the Introduction and/or

on the ISO list of patent declarations received (see www .iso .org/patents).

Any trade name used in this document is information given for the convenience of users and does not

constitute an endorsement.

For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and

expressions related to conformity assessment, as well as information about ISO's adherence to the

World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see www .iso

.org/iso/foreword .html.

This document was prepared by Technical Committee ISO/TC 159, Ergonomics, Subcommittee SC 4,

Ergonomics of human-system interaction.

Any feedback or questions on this document should be directed to the user’s national standards body. A

complete listing of these bodies can be found at www .iso .org/members .html.

This second edition cancels and replaces the first edition (ISO 9241-210:2010), of which it constitutes a

minor revision. The changes compared to the previous edition are as follows:
— Figure 1 has been updated for clarity;
— additional information about accessibility has been added in 7.1;
— editorial changes have been made to align with the ISO/IEC Directives, Part 2.
A list of all parts in the ISO 9241 series can be found on the ISO website.
© ISO 2019 – All rights reserved v
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SIST EN ISO 9241-210:2020
ISO 9241-210:2019(E)
Introduction

Human-centred design is an approach to interactive systems development that aims to make systems

usable and useful by focusing on the users, their needs and requirements, and by applying human

factors/ergonomics, and usability knowledge and techniques. This approach enhances effectiveness

and efficiency, improves human well-being, user satisfaction, accessibility and sustainability; and

counteracts possible adverse effects of use on human health, safety and performance.

There is a substantial body of human factors/ergonomics and usability knowledge about how human-

centred design can be organized and used effectively. This document aims to make this information

available to help those responsible for managing hardware and software design and re-design processes

to identify and plan effective and timely human-centred design activities.

The human-centred approach to design described in this document complements existing systems

design approaches. It can be incorporated in approaches as diverse as object-oriented, waterfall and

rapid application development.

The principles of human-centred design and the related activities have not changed substantially since

ISO 13407 was produced and have been validated by ten years of application. This document reflects

this by making requirements as well as recommendations.
vi © ISO 2019 – All rights reserved
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SIST EN ISO 9241-210:2020
INTERNATIONAL STANDARD ISO 9241-210:2019(E)
Ergonomics of human-system interaction —
Part 210:
Human-centred design for interactive systems
1 Scope

This document provides requirements and recommendations for human-centred design principles and

activities throughout the life cycle of computer-based interactive systems. It is intended to be used by

those managing design processes, and is concerned with ways in which both hardware and software

components of interactive systems can enhance human–system interaction.

NOTE Computer-based interactive systems vary in scale and complexity. Examples include off-the-shelf

(shrink-wrap) software products, custom office systems, process control systems, automated banking systems,

Web sites and applications, and consumer products such as vending machines, mobile phones and digital

television. Throughout this document, such systems are generally referred to as products, systems or services

although, for simplicity, sometimes only one term is used.

This document provides an overview of human-centred design activities. It does not provide detailed

coverage of the methods and techniques required for human-centred design, nor does it address health

or safety aspects in detail. Although it addresses the planning and management of human-centred

design, it does not address all aspects of project management.

The information in this document is intended for use by those responsible for planning and managing

projects that design and develop interactive systems. It therefore addresses technical human factors and

ergonomics issues only to the extent necessary to allow such individuals to understand their relevance

and importance in the design process as a whole. It also provides a framework for human factors

and usability professionals involved in human-centred design. Detailed human factors/ergonomics,

usability and accessibility issues are dealt with more fully in a number of standards including other

parts of ISO 9241 (see Annex A) and ISO 6385, which sets out the broad principles of ergonomics.

The requirements and recommendations in this document can benefit all parties involved in human-

centred design and development. Annex B provides a checklist that can be used to support claims of

conformance with this document.
2 Normative references
There are no normative references in this document.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.

ISO and IEC maintain terminological databases for use in standardization at the following addresses:

— ISO Online browsing platform: available at https: //www .iso .org/obp
— IEC Electropedia: available at http: //www .electropedia .org/
© ISO 2019 – All rights reserved 1
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SIST EN ISO 9241-210:2020
ISO 9241-210:2019(E)
3.1
accessibility

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

a population with the widest range of user (3.1) needs, characteristics and capabilities to achieve

identified goals in identified contexts of use (3.10)

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

[SOURCE: ISO 9241-112:2017, 3.15]
3.2
context of use
combination of users, goals and tasks, resources, and environment

Note 1 to entry: The “environment” in a context of use includes the technical, physical, social, cultural and

organizational environments.
[SOURCE: ISO 9241-11:2018, 3.1.15]
3.3
effectiveness
accuracy and completeness with which users achieve specified goals
[SOURCE: ISO 9241-11:2018, 3.1.12]
3.4
efficiency
resources used in relation to the results achieved

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

[SOURCE: ISO 9241-11:2018, 3.1.13]
3.5
ergonomics
human factors

scientific discipline concerned with the understanding of interactions among human and other elements

of a system, and the profession that applies theory, principles, data and methods to design in order to

optimize human well-being and overall system performance
[SOURCE: ISO 6385:2016, 2.3]
3.6
goal
intended outcome
[SOURCE: ISO 9241-11:2018, 3.1.10]
3.7
human-centred design

approach to systems design and development that aims to make interactive systems more usable by

focusing on the use of the system and applying human factors/ergonomics and usability knowledge and

techniques

Note 1 to entry: The term “human-centred design” is used rather than “user-centred design” in order to emphasize

that this document also addresses impacts on a number of stakeholders, not just those typically considered as

users. However, in practice, these terms are often used synonymously.

Note 2 to entry: Usable systems can provide a number of benefits, including improved productivity, enhanced

user well-being, avoidance of stress, increased accessibility and reduced risk of harm.

2 © ISO 2019 – All rights reserved
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SIST EN ISO 9241-210:2020
ISO 9241-210:2019(E)
3.8
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 9241-11: 2018, 3.1.5]
3.9
prototype

〈interactive system〉 representation of all or part of an interactive system, that, although limited in

some way, can be used for analysis, design and evaluation

Note 1 to entry: A prototype may be as simple as a sketch or static mock-up or as complicated as a fully functioning

interactive system with more or less complete functionality.
3.10
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.
[SOURCE: ISO 9241-11:2018, 3.1.14]
3.11
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/IEEE 15288:2015, 4.1.44, modified — The example and Note 1 to entry have been

omitted.]
3.12
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.
[SOURCE: ISO 9241-11:2018, 3.1.11]
3.13
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 9241-11:2018, 3.1.1]
© ISO 2019 – All rights reserved 3
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SIST EN ISO 9241-210:2020
ISO 9241-210:2019(E)
3.14
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 9241-11:2018, 3.1.7]
3.15
user experience

user’s perceptions and responses that result from the use and/or anticipated use of a system, product

or service

Note 1 to entry: Users’ perceptions and responses include the users’ emotions, beliefs, preferences, perceptions,

comfort, behaviours, and accomplishments that occur before, during and after use.

Note 2 to entry: User experience is a consequence of brand image, presentation, functionality, system

performance, interactive behaviour, and assistive capabilities of a system, product or service. It also results from

the user’s internal and physical state resulting from prior experiences, attitudes, skills, abilities and personality;

and from the context of use.
[SOURCE: ISO 9241-11:2018, 3.2.3]
3.16
user interface

all components of an interactive system (software or hardware) that provide information and controls

for the user to accomplish specific tasks with the interactive system
[SOURCE: ISO 9241-110:2006]
3.17
validation

confirmation, through the provision of objective evidence, that the requirements for a specific intended

use or application have been fulfilled

Note 1 to entry: Validation is the set of activities ensuring and gaining confidence that a system is able to

accomplish its intended use, goals and objectives (i.e. meet stakeholder requirements) in the intended operational

environment.

[SOURCE: ISO 9000:2015, 3.8.13, modified — Note 1 to entry has been replaced and Notes 2 and 3 to

entry have been removed.]
3.18
verification

confirmation, through the provision of objective evidence, that specified requirements have been

fulfilled

Note 1 to entry: Verification is a set of activities that compares a system or system element against the required

characteristics. This can include, but is not limited to, specified requirements, design description and the

system itself.

[SOURCE: ISO 9000:2015, 3.8.12, modified — Note 1 to entry has been replaced and Notes 2 and 3 to

entry have been removed.]
4 Rationale for adopting human-centred design
Using a human-centred approach to design and development has substantial econo
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