ISO/IEC 25022:2016

Systems and software engineering — Systems and software quality requirements and evaluation (SQuaRE) — Measurement of quality in use

ISO/IEC 25022:2016 defines quality in use measures for the characteristics defined in ISO/IEC 25010, and is intended to be used together with ISO/IEC 25010. It can be used in conjunction with the ISO/IEC 2503n and the ISO/IEC 2504n standards or to more generally meet user needs with regard to product or system quality. ISO/IEC 25022:2016 contains the following: - a basic set of measures for each quality in use characteristic; - an explanation of how quality in use is measured. It provides a suggested set of quality in use measures to be used with the quality in use model in ISO/IEC 25010. They are not intended to be an exhaustive set. It includes as informative annexes examples of how to measure context coverage (Annex A), options for normalising quality in use measures (Annex B), use of ISO/IEC 25022 for measuring usability in ISO 9241‑11 (Annex C), a quality in use evaluation process (Annex D), the relationship between different quality models (Annex E), and quality measurement concepts (Annex F). The measures are applicable to the use of any human-computer system, including both computer systems in use and software products that form part of the system. It does not assign ranges of values of the measures to rated levels or to grades of compliance because these values are defined for each system or product depending, on the context of use and users' needs. Some attributes could have a desirable range of values, which does not depend on specific user needs but depends on generic factors, for example, human cognitive factors. The proposed quality in use measures are primarily intended to be used for quality assurance and management of systems and software products based on their effects when actually used. The main users of the measurement results are people managing development, acquisition, evaluation, or maintenance of software and systems. The main users of ISO/IEC 25022:2016 are people carrying out specification and evaluation activities as part of the following: - development: including requirements analysis, design, and testing through acceptance during the life cycle process; - quality management: systematic examination of the product or computer system, for example, when evaluating quality in use as part of quality assurance and quality control; - supply: a contract with the acquirer for the supply of a system, software product, or software service under the terms of a contract, for example, when validating quality at qualification test; - acquisition: including product selection and acceptance testing, when acquiring or procuring a system, software product, or software service from a supplier; - maintenance: improvement of the product based on quality in use measures.

Ingénierie des systèmes et du logiciel — Exigences de qualité et évaluation des systèmes et du logiciel (SQuaRE) — Mesurage de la qualité lors de l'utilisation

General Information

• Status: Published
• Publication Date: 19-Jun-2016
• ICS: 35.080 - Software
• Technical Committee: ISO/IEC JTC 1/SC 7 - Software and systems engineering
• Drafting Committee: ISO/IEC JTC 1/SC 7 - Software and systems engineering
• Current Stage: 9092 - International Standard to be revised
• Start Date: 08-Aug-2025
• Completion Date: 16-Aug-2025

Relations

• Revises: ISO/IEC TR 9126-4:2004 - Software engineering — Product quality — Part 4: Quality in use metrics
• Effective Date: 09-Mar-2013
• Revised: ISO/IEC TR 9126-3:2003 - Software engineering — Product quality — Part 3: Internal metrics
• Effective Date: 07-May-2011

Standards Content (Sample)

DRAFT INTERNATIONAL STANDARD
ISO/IEC DIS 25022.2
ISO/IEC JTC 1/SC 7 Secretariat: SCC
Voting begins on: Voting terminates on:
2015-08-03 2015-10-03
Systems and software engineering — Systems and
software quality requirements and evaluation (SQuaRE) —
Measurement of quality in use
Titre manque
ICS: 35.080
THIS DOCUMENT IS A DRAFT CIRCULATED
FOR COMMENT AND APPROVAL. IT IS
THEREFORE SUBJECT TO CHANGE AND MAY
NOT BE REFERRED TO AS AN INTERNATIONAL
STANDARD UNTIL PUBLISHED AS SUCH.
IN ADDITION TO THEIR EVALUATION AS
BEING ACCEPTABLE FOR INDUSTRIAL,
TECHNOLOGICAL, COMMERCIAL AND
USER PURPOSES, DRAFT INTERNATIONAL
STANDARDS MAY ON OCCASION HAVE TO
BE CONSIDERED IN THE LIGHT OF THEIR
POTENTIAL TO BECOME STANDARDS TO
WHICH REFERENCE MAY BE MADE IN
Reference number
NATIONAL REGULATIONS.
ISO/IEC DIS 25022.2:2015(E)
RECIPIENTS OF THIS DRAFT ARE INVITED
TO SUBMIT, WITH THEIR COMMENTS,
NOTIFICATION OF ANY RELEVANT PATENT
RIGHTS OF WHICH THEY ARE AWARE AND TO
©
PROVIDE SUPPORTING DOCUMENTATION. ISO/IEC 2015

ISO/IEC DIS 25022.2:2015(E)
© ISO/IEC 2015, Published in Switzerland
All rights reserved. Unless otherwise specified, 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
Ch. de Blandonnet 8 • CP 401
CH-1214 Vernier, Geneva, Switzerland
Tel. [phone]
Fax [phone]
[e-mail]
www.iso.org
ii © ISO/IEC 2015 – All rights reserved

Contents
1 Scope . 8
2 Conformance . 9
3 Normative references . 9
4 Terms and definitions . 9
5 Abbreviated terms .13
6 Use of quality in use measures .13
6.1 Applications of quality in use .13
6.2 Measurement of quality in use .13
6.3 Normalising measures .14
6.4 Selecting appropriate quality in use measures .14
6.5 Aspects of quality in use described in other International Standards .15
7 Format used for documenting the quality measures.15
8 Quality in use measures .16
8.1 General .16
8.2 Effectiveness measures.16
8.3 Efficiency measures .17
8.4 Satisfaction measures .18
8.4.1 General .18
8.4.2 Usefulness measures .19
8.4.3 Trust measures .20
8.4.4 Pleasure measures .20
8.4.5 Comfort measures .20
8.5 Freedom from risk measures .20
8.5.1 General .20
8.5.2 Economic risk mitigation measures .21
8.5.3 Health and safety risk mitigation measures .22
8.5.4 Environmental risk mitigation measures .23
8.6 Context coverage measures .23
8.6.1 General .23
8.6.2 Context completeness measures .23
8.6.3 Flexibility measures .24
Annex A (Informative) Examples of how to measure context coverage .25
Annex B (Informative) Normalisation of quality in use measures .27
Annex C (Informative) Use of ISO/IEC 25022 for measuring usability in ISO 9241-11 .31
Annex D (Informative) Quality in use evaluation process .32
D.1 Establish evaluation requirements .32
D.2 Specify the evaluation .32
D.3 Design the evaluation .35
D.4 Execute the evaluation .35
Annex E (Informative) Relationship between different quality models .36
Annex F (Informative) Quality measurement concepts .37
Annex G (Informative) QMEs used to define quality measures .38
Bibliography .39
© ISO/IEC 2015 – All rights reserved
ISO/IEC DIS 25022.2(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 25022, which replaces ISO/IEC 9126-4, is a part of the SQuaRE series of standards and was prepared by
Joint Technical Committee ISO/IEC JTC 1, information technology, Subcommittee SC 7, Software and Systems
Engineering
The SQuaRE series of standards consists of the following divisions under the general title Systems and software
Quality Requirements and Evaluation:
 ISO/IEC 2500n - Quality Management Division,
 ISO/IEC 2501n - Quality Model Division,
 ISO/IEC 2502n - Quality Measurement Division,
 ISO/IEC 2503n - Quality Requirements Division,
 ISO/IEC 2504n - Quality Evaluation Division,
 ISO/IEC 25050 - 25099 SQuaRE Extension Division.
Annexes A, B, C, D, E, F and G are for information only.
© ISO/IEC 2015 – All rights reserved 5

Introduction
This International Standard is a part of the SQuaRE series of international standards. It provides a set of measures
for the characteristics of quality in use (defined in ISO/IEC 25010) that can be used for specifying quality in use
requirements (in conjunction with ISO/IEC 25030) and measuring and evaluating quality in use (in conjunction with
ISO/IEC 25040 and ISO/IEC 25041).
The quality measures included in this International Standard were selected based on their practical value. They are
based on established practice (including for example [4] in the Bibliography), They are not intended to be
exhaustive, and users of this International Standard are encouraged to refine them if necessary.
This International Standard replaces ISO/IEC 9126-4, and has the following changes:
 Measures are given for the revised quality model for quality in use in ISO/IEC 25010.
 Measures are categorised as generally applicable, could be used in a wide range of situations or
specialised for specific needs.
 Annexes that were common to ISO/IEC 9126-2, -3 and -4 have been removed (and might be included in a
future revision of ISO/IEC 25020).
Quality Measurement Division
This International Standard is a part of ISO/IEC 2502n Quality Measurement Division of SQuaRE series that
currently consists of the following International Standards:
 ISO/IEC 25020 – Measurement reference model and guide: provides a reference model and guide for
measuring the quality characteristics defined in ISO/IEC 2501n Quality Model Division.
 ISO/IEC 25021 – Quality measure elements: provides a format for specifying Quality Measure Elements
and some examples of QMEs that can be used to construct software quality measures.
 ISO/IEC 25022 – Measurement of quality in use: provides measures, including associated measurement
functions for the quality characteristics in the quality in use model.
 ISO/IEC 25023 – Measurement of system and software product quality: provides measures, including
associated measurement functions and QMEs for the quality characteristics in the product quality model.
 ISO/IEC 25024 – Measurement of data quality: provides measures, including associated measurement
functions and QMEs for the quality characteristics in the data quality model.
Figure 1 depicts the relationship between this International Standard and the other standards in ISO/IEC 2502n
division.
© ISO/IEC 2015 – All rights reserved
ISO/IEC DIS 25022.2(E)
Figure 1 - Structure of the Quality Measurement division

Outline and Organization of SQuaRE Series
The SQuaRE series consists of five main divisions and extension division. Outline of each divisions within SQuaRE
series are as follows.
 ISO/IEC 2500n - Quality Management Division. The standards that form this division define all common
models, terms and definitions referred further by all other standards from SQuaRE series. The division also
provides requirements and guidance for the planning and management of a project.
 ISO/IEC 2501n - Quality Model Division. The standards that forms this division provides quality models for
system/software products, quality in use and data. A service quality model is under development. Practical
guidance on the use of the quality model is also provided.
 ISO/IEC 2502n - Quality Measurement Division. The standards that form this division include a
system/software product quality measurement reference model, definitions of quality measures, and
practical guidance for their application. This division presents internal measures of software quality,
external measures of software quality and quality in use measures. Quality measure elements forming
foundations for the quality measures are defined and presented.
 ISO/IEC 2503n - Quality Requirements Division. The standard that forms this division helps specifying
quality requirements. These quality requirements can be used in the process of quality requirements
elicitation for a system/software product to be developed, designing a process for achieving necessary
quality, or as inputs for an evaluation process.
 ISO/IEC 2504n - Quality Evaluation Division. The standards that form this division provide requirements,
recommendations and guidelines for system/software product evaluation, whether performed by
independent evaluators, acquirers or developers. The support for documenting a measure as an Evaluation
Module is also presented.
ISO/IEC 25050 to ISO/IEC 25099 are reserved for SQuaRE extension International Standards, which currently
include 25051 Requirements for quality of Ready to Use Software Products (RUSP) and instructions for testing,
and the ISO/IEC 25060 – 25069 Common industry format for usability series of standards.
© ISO/IEC 2015 – All rights reserved 7

Systems and software engineering – Systems and software Quality
Requirements and Evaluation (SQuaRE) – Measurement of quality in use
1 Scope
This International Standard defines quality in use measures
...

INTERNATIONAL ISO/IEC
STANDARD 25022
First edition
2016-06-15
Systems and software engineering —
Systems and software quality
requirements and evaluation (SQuaRE)
— Measurement of quality in use
Ingénierie des systèmes et du logiciel — Exigences de qualité et
évaluation des systèmes et du logiciel (SQuaRE) — Mesurage de la
qualité lors de l’utilisation
Reference number
©
ISO/IEC 2016
© ISO/IEC 2016, Published in Switzerland
All rights reserved. Unless otherwise specified, 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
Ch. de Blandonnet 8 • CP 401
CH-1214 Vernier, Geneva, Switzerland
Tel. [phone]
Fax [phone]
[e-mail]
www.iso.org
ii © ISO/IEC 2016 – All rights reserved

Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Conformance . 2
3 Normative references . 2
4 Terms and definitions . 2
5 Abbreviated terms . 6
6 Use of quality in use measures. 6
6.1 Applications of quality in use . 6
6.2 Measurement of quality in use . 7
6.3 Interpretation of quality in use measures . 8
6.4 Selecting appropriate quality in use measures . 9
6.5 Aspects of quality in use described in other International Standards . 9
7 Format used for documenting the quality measures . 9
8 Quality in use measures .10
8.1 General .10
8.2 Effectiveness measures .10
8.3 Efficiency measures .12
8.4 Satisfaction measures .13
8.4.1 General.13
8.4.2 Usefulness measures .14
8.4.3 Trust measures .15
8.4.4 (User experience) pleasure measures .15
8.4.5 (Ergonomic) comfort measures .16
8.5 Freedom from risk measures .16
8.5.1 General.16
8.5.2 Economic risk mitigation measures .18
8.5.3 Health and safety risk mitigation measures .19
8.5.4 Environmental risk mitigation measures .20
8.6 Context coverage measures .21
8.6.1 General.21
8.6.2 Context completeness measures .21
8.6.3 Flexibility measures .21
Annex A (informative) Examples of how to measure context coverage.23
Annex B (informative) Normalization of quality in use measures .25
Annex C (informative) Use of ISO/IEC 25022 for measuring usability in ISO 9241‑11 .30
Annex D (informative) Quality in use evaluation process .31
Annex E (informative) Relationship between different quality models .37
Annex F (informative) Quality measurement concepts .38
Annex G (informative) QMEs used to define quality measures .39
Bibliography .40
© ISO/IEC 2016 – All rights reserved iii

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.
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 document 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 and IEC shall not be held responsible for identifying any or all such patent
rights. Details of any patent rights identified during the development of the document will be in the
Introduction and/or on the ISO list of patent declarations received (see www.iso.org/patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the meaning of ISO specific terms and expressions related to conformity
assessment, as well as information about ISO’s adherence to the WTO principles in the Technical
Barriers to Trade (TBT) see the following URL: Foreword - Supplementary information
The committee responsible for this document is ISO/IEC JTC 1, Information technology, SC 7, Software
and systems engineering.
This first edition of ISO/IEC 25022, which is a part of the SQuaRE series of standards, cancels and
replaces ISO/IEC 9126-4:2004, with the following changes:
— measures are given for the revised quality model for quality in use in ISO/IEC 25010;
— measures are categorized as generally applicable, could be used in a wide range of situations, or
specialized for specific needs;
— annexes that were common to ISO/IEC 9126-2, ISO/IEC 9126-3, and ISO/IEC 9126-4 have been
removed (and might be included in a future revision of ISO/IEC 25020).
The SQuaRE series of standards consists of the following divisions under the general title Systems and
software quality requirements and evaluation:
— ISO/IEC 2500n — Quality Management Division
— ISO/IEC 2501n — Quality Model Division
— ISO/IEC 2502n — Quality Measurement Division
— ISO/IEC 2503n — Quality Requirements Division
— ISO/IEC 2504n — Quality Evaluation Division
— ISO/IEC 25050 — 25099 SQuaRE Extension Division
Annexes A, B, C, D, E, F and G are for information only.
iv © ISO/IEC 2016 – All rights reserved

Introduction
This International Standard is a part of the SQuaRE series of International Standards. It provides a
set of measures for the characteristics of quality in use (defined in ISO/IEC 25010) that can be used
for specifying quality in use requirements (in conjunction with ISO/IEC 25030) and measuring and
evaluating quality in use (in conjunction with ISO/IEC 25040 and ISO/IEC 25041).
The quality measures included in this International Standard were selected based on their practical
value. They are based on established practice (including, for example, Reference [17]). They are not
intended to be exhaustive, and users of this International Standard are encouraged to refine them, if
necessary.
Quality Measurement Division
This International Standard is a part of ISO/IEC 2502n Quality Measurement Division of SQuaRE series
that currently consists of the following International Standards:
— ISO/IEC 25020 — Measurement reference model and guide: provides a reference model and guide
for measuring the quality characteristics defined in ISO/IEC 2501n Quality Model Division;
— ISO/IEC 25021 — Quality measure elements: provides a format for specifying Quality Measure
Elements and some examples of QMEs that can be used to construct software quality measures;
— ISO/IEC 25022 — Measurement of quality in use: provides measures, including associated
measurement functions for the quality characteristics in the quality in use model;
— ISO/IEC 25023 — Measurement of system and software product quality: provides measures,
including associated measurement functions and QMEs for the quality characteristics in the product
quality model;
— ISO/IEC 25024 — Measurement of data quality: provides measures, including associated
measurement functions and QMEs for the quality characteristics in the data quality model.
Figure 1 depicts the relationship between this International Standard and the other standards in the
ISO/IEC 2502n division.
© ISO/IEC 2016 – All rights reserved v

ISO/IEC 25020:
Measurement reference
model and guide
25020 gives guide for developing and
specifying Quality Measures
ISO/IEC 25022:         ISO/IEC 25023:
Measurement of system
Measurement of        ISO/IEC 25024:
ISO/IEC 25025:
and software product quality
quality in use
Measurement of Measurement of
-Revision
-Revision of 9126-4
data quality IS Service quality
of ISO/IEC 9126-2 & 9126-3
ISO/IEC 9126-4
ISO/IEC 25021 is used for developing and
specifying
ISO/IEC 25021:
Quality measure
Revision of
Figure 1 — Structure of the Quality Measurement Division
Outline and Organization of SQuaRE Series
The SQuaRE series consists of five main divisions and extension division. The outline of each divisions
w
...