ISO/FDIS 9241-130

• Abstract:

  This part of ISO 9241 provides requirements and recommendations on user assistance, their nature, use and guidance on how to use them. This part of ISO 9241 is concerned with software components of interactive systems to make human-system interaction usable as far as the most basic interaction aspects are concerned. This part of ISO 9241 provides a list of generic user assistance guidelines regardless of a specific visualization and implementation technology. It gives guidance and recommendations on selection, usage and dependencies of user assistance and their applications in various contexts. It does not provide detailed coverage of the methods and techniques required for design and implementing of user assistance. The information in this part of ISO 9241 is intended for use by those responsible for developing user interfaces, but also for planning and managing platform specific aspects of user interface design. It therefore addresses technical issues only to the extent necessary to allow such individuals to understand the relevance and importance of a consistent interaction technique use in the design process. 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 which sets out the broad principles of ergonomics (see Bibliography). Annex A provides a checklist that can be used to support claims of conformance to this standard.

• Status: Not Published
• ICS: 13.180 - Ergonomics
• ICS: 35.180 - IT Terminal and other peripheral equipment
• Technical Committee: ISO/TC 159/SC 4 - Ergonomics of human-system interaction
• Drafting Committee: ISO/TC 159/SC 4/WG 5 - Software ergonomics of human-computer interaction
• Current Stage: 5020 - FDIS ballot initiated: 2 months. Proof sent to secretariat
• Start Date: 24-Aug-2026
• Completion Date: 24-Aug-2026

• Revises: ISO 9241-13:1998 - Ergonomic requirements for office work with visual display terminals (VDTs) — Part 13: User guidance
• Effective Date: 28-Oct-2023

Overview

ISO/FDIS 9241-130: Ergonomics of human-system interaction - Part 130: User assistance within interactive systems is an international standard developed by ISO. This standard provides comprehensive requirements and recommendations for integrating user assistance into interactive software systems. The main purpose is to enhance usability, ensuring users can effectively and efficiently accomplish their goals when using interactive systems.

Focusing on both user-initiated and system-initiated assistance, ISO/FDIS 9241-130 covers generic guidelines independent of visualization and implementation technologies. It addresses key considerations for designing help features, support materials, status information, notifications, and error management, helping interface designers and usability professionals deliver consistent, accessible, and valuable user support.

Key Topics

• Types of User Assistance: The standard defines various forms of user support, including context-specific help, information for users, status information, context-specific instructions, notifications, system requests, assisted task completion, and error management.
• System-initiated vs User-initiated Assistance: Distinguishes between assistance triggered by the system (such as pop-up alerts or instructions) and that requested by the user (such as accessing help menus).
• Guidance Across Contexts: Provides recommendations applicable to all interactive systems, regardless of underlying technology or platform.
• Usability and Accessibility: Encourages design choices that support a wide range of user needs, ensuring user assistance is clear, actionable, and compatible with assistive technologies.
• Error Management: Details approaches to anticipate, prevent, and recover from user errors through system guidance and feedback mechanisms.
• Conformance Checklist: An annexed checklist supports organizations in self-assessing compliance with the standard's provisions.

Applications

ISO/FDIS 9241-130 is relevant to a broad spectrum of industries and applications, including:

• Software Development: Guidance for embedding context-sensitive help, user documentation, and error notification within desktop, web, and mobile applications.
• User Interface Design: Serves as a reference for creating intuitive, accessible, and effective user interfaces by prescribing how and when to present user assistance.
• Human-Centered Design Processes: Offers a framework for usability and human factors experts to plan and evaluate user assistance features during interactive system development.
• Technical Communication: Informs the creation of user manuals, online help, quick guides, and tooltips that align with best practices for information delivery in complex systems.
• Onboarding and Training: Supports the development of in-system tutorials, coach marks, and guided tours to accelerate user orientation and reduce initial learning friction.
• Error Prevention and Recovery: Helps teams design robust user experiences that minimize the likelihood and impact of errors, integrating clear feedback and remediation.

By following the standard, organizations can boost user satisfaction, reduce support costs, and improve the overall effectiveness of their interactive products.

Related Standards

• ISO 9241 Series: Includes other standards focused on the ergonomics and usability of human-system interactions, offering broader principles and more detailed recommendations on interface design, accessibility, and evaluation.
• ISO/IEC/IEEE 26514: Covers requirements for user documentation in software engineering, complementing the user assistance focus of ISO/FDIS 9241-130.
• ISO/IEC/IEEE 82079-1: Provides general principles and detailed requirements for preparing information for use (instructions for use).
• IEC 62366-1: Addresses usability engineering for medical devices, including guidance on user assistance and error management.
• ISO 9241-20: Focuses specifically on accessibility requirements for people with disabilities, ensuring user assistance is inclusive.

ISO/FDIS 9241-130 is an essential resource for anyone responsible for the design, development, or evaluation of user interfaces and interactive systems, driving the creation of more usable, accessible, and user-friendly technology.

FINAL DRAFT
International
Standard
ISO/TC 159/SC 4
Ergonomics of human-system
Secretariat: BSI
interaction —
Voting begins on:
2026-08-24
Part 130:
User assistance within interactive
Voting terminates on:
2026-10-19
systems
Ergonomie de l'interaction homme-système —
Partie 130: Assistance des utilisateurs dans les systèmes
interactifs
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 SUPPOR TING DOCUMENTATION.
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BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO-
LOGICAL, COMMERCIAL AND USER PURPOSES, DRAFT
INTERNATIONAL STANDARDS MAY ON OCCASION HAVE
TO BE CONSIDERED IN THE LIGHT OF THEIR POTENTIAL
TO BECOME STAN DARDS TO WHICH REFERENCE MAY BE
MADE IN NATIONAL REGULATIONS.
Reference number
FINAL DRAFT
International
Standard
ISO/TC 159/SC 4
Ergonomics of human-system
Secretariat: BSI
interaction —
Voting begins on:
Part 130:
User assistance within interactive
Voting terminates on:
systems
Ergonomie de l'interaction homme-système —
Partie 130: Assistance des utilisateurs dans les systèmes
interactifs
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 SUPPOR TING DOCUMENTATION.
© ISO 2026
IN ADDITION TO THEIR EVALUATION AS
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO-
LOGICAL, COMMERCIAL AND USER PURPOSES, DRAFT
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INTERNATIONAL STANDARDS MAY ON OCCASION HAVE
the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below
TO BE CONSIDERED IN THE LIGHT OF THEIR POTENTIAL
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Published in Switzerland Reference number
ii
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
3.1 General terms .1
3.2 Terms related to user assistance . .2
3.3 Terms specifically related to error management .3
3.4 Terms related to feedback .4
4 Introduction to user assistance . 4
4.1 General .4
4.2 Types of user-initiated user assistance .5
4.2.1 Context-specific help .5
4.2.2 Information for users .5
4.3 Types of system-initiated user assistance .6
4.3.1 Status information .6
4.3.2 Context-specific instructions .6
4.3.3 System requests .6
4.3.4 Notifications .8
4.3.5 Assisted task completion .8
4.3.6 Error management .9
4.4 Assisted initial use .9
5 Recommendations . 9
5.1 General recommendations for user assistance .9
5.1.1 User-initiated user assistance versus system-initiated user assistance .9
5.1.2 Controllability of system-initiated user assistance by the user .10
5.1.3 Task-dependent presentation of system-initiated user assistance .10
5.1.4 Avoidance of distraction from performing tasks .10
5.1.5 Discriminability of system-initiated types of user assistance .10
5.1.6 Accessibility of user assistance .10
5.2 Recommendations for context-specific help .10
5.3 Recommendations related to information for users .11
5.4 Recommendations for status information .11
5.5 Recommendations for context-specific instructions . 12
5.6 Recommendations for system requests . 12
5.6.1 General recommendations . 12
5.6.2 Recommendations for informative messages . 13
5.6.3 Recommendations for warning messages . 13
5.6.4 Recommendations for error messages .14
5.6.5 Recommendations for alarms. 15
5.7 Recommendations for notifications .16
5.8 Recommendations for assisted task completion .16
5.9 Recommendations for error management .17
5.9.1 Recommendations for error avoidance .17
5.9.2 Recommendations for error tolerance .18
5.9.3 Recommendations for system-initiated error correction .18
5.9.4 Recommendations for user-initiated error correction .18
Bibliography .20

iii
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 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).
ISO draws attention to the possibility that the implementation of this document may involve the use of (a)
patent(s). ISO takes no position concerning the evidence, validity or applicability of any claimed patent
rights in respect thereof. As of the date of publication of this document, ISO had not received notice of (a)
patent(s) which may be required to implement this document. However, implementers are cautioned that
this may not represent the latest information, which may be obtained from the patent database available at
www.iso.org/patents. ISO shall not be held responsible for identifying any or all such patent rights.
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.
This first edition of ISO ISO 9241-130 cancels and replaces ISO 9241-13:1998.
A list of all parts in the ISO 9241 series can be found on the ISO website.
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.

iv
Introduction
This document provides recommendations on user assistance to help those;
— responsible for managing interactive system design and re-design processes;
— creating user interface specifications, style guides and concepts,
to identify, plan and design effective, efficient and satisfactory user assistance.
User assistance described in this document complements control elements and information on user
interfaces. User assistance can be applied in any kind of user interface, regardless of the technology used for
the user interface.
For the actual user of the interactive system, the benefit of user assistance will be to achieve intended
outcomes more effectively and efficiently.
This document provides recommendations on user assistance which help the designer to support the user
using the user interface by designing usable assistance meeting the information needs of the user in a
specific interaction situation, especially in cases where software or hardware constraints set limits on self-
descriptiveness and conformity with user expectations.
This document does not provide detailed coverage of the methods and techniques required for designing
and implementing of user assistance.
This document is applicable to those responsible for developing user interfaces, but also for planning and
managing platform specific aspects of user interface design. This document therefore addresses technical
issues only to the extent necessary to allow such individuals to understand the relevance and importance of
a consistent interaction technique use in the design process. This document also provides a framework for
human factors professionals 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 which sets out the broad principles of ergonomics (see Bibliography).

v
FINAL DRAFT International Standard ISO/FDIS 9241-130:2026(en)
Ergonomics of human-system interaction —
Part 130:
User assistance within interactive systems
1 Scope
This document provides recommendations on user assistance, including its nature, intended use, and
guidance for effective implementation. This document is applicable to software components of interactive
systems to make human-system interaction usable.
This document provides a list of user assistance guidelines regardless of a specific visualization and
implementation technology. It gives guidance and recommendations on selection, usage and dependencies of
user assistance and their applications in various contexts.
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 terminology databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at https:// www .electropedia .org/
3.1 General terms
3.1.1
accessibility
extent to which products, systems, services, environments and facilities can be used by people from a
population with the widest range of user needs, characteristics and capabilities to achieve identified goals in
identified contexts of use
Note 1 to entry: Context of use includes direct use or use supported by assistive technologies.
[SOURCE: ISO 9241-112:2025, 3.11]
3.1.2
context of use
context
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, modified – synonym “context” has added]

3.1.3
interactive system
combination of hardware, software, services, and/or people that users interact with in order to achieve
specific goals
Note 1 to entry: This includes, where appropriate, packaging, instructions for use, on-line and human help, support
and training.
[SOURCE: ISO 9241-11:2018, 3.1.5]
3.2 Terms related to user assistance
3.2.1
alarm
high priority alert used to attract the operator’s attention to important deviations or abnormal events in
system operation
[SOURCE: ISO 11064-5:2008, 3.1]
3.2.2
assisted task completion
explicit type of user assistance that assists users in completing a task
3.2.3
context-specific help
information that can be obtained at the user’s request providing additional guidance on the presented
information associated with the user’s current task, user’s last input, selected object or current location
3.2.4
context-specific instruction
additional information presented by the interactive system guiding the user in achieving a specific outcome
Note 1 to entry: In contrast to help information, context-specific instructions are always present and do not need to be
actively requested by the user.
3.2.5
information for users
information provided by the supplier that provides the target audience with concepts, procedures and
reference material for the safe, effective, and efficient use of a supported product during its life cycle
EXAMPLE Printed manuals, onscreen information, and stand-alone online help are examples of information for
users.
Note 1 to entry: It can be provided separately or embedded in the product or both.
[SOURCE: ISO/IEC/IEEE 26514:2022, 3.1.29, modified – Notes 1 and 3 to entry have been deleted to widen
the scope to “interactive systems”.]
3.2.6
status information
information indicating the current state of the system
Note 1 to entry: Status information does not require active confirmation by the user.
3.2.7
system message
system-initiated user assistance that is either a system request or a notification that is relevant to the user
3.2.8
system request
system messages that require confirmation by the user or one or more actions
Note 1 to entry: System requests are either informative messages, warning messages, error messages or alarms.

Note 2 to entry: System requests stay present and prevent further interaction unless the user acknowledges the
system request or takes one of the available actions.
3.2.9
notification
system messages that either indicate that an event (status) has occurred or will occur that is relevant to the
user and do not require confirmation and/or action by the user
Note 1 to entry: Notifications are typically temporal. They can disappear after a predetermined time.
Note 2 to entry: Notifications do not prevent further interaction between user and interactive system. The user can
continue with the current task while a notification is present.
Note 3 to entry: Notifications can offer optional actions.
3.2.10
user assistance
additional information or interactive capabilities beyond the regular user-system interaction that is provided
to the user on request (user-initiated) or is automatically provided by the system (system-initiated)
Note 1 to entry: User assistance can be presented as text, images, videos and auditory information depending on the
context of use.
Note 2 to entry: User assistance can be information only or provide interactive capabilities (“interactive user
assistance”).
3.2.11
warning message
safety-related information that warns about hazards and instructs on how to avoid them
[SOURCE: ISO 24183:2024, 3.7.2.2, modified – Note 1 to entry has been deleted]
3.3 Terms specifically related to error management
3.3.1
use error
user action or lack of user action while using the interactive system that leads to a different result than that
intended by the manufacturer or expected by the user
Note 1 to entry: Use error includes the inability of the user to complete a task.
Note 2 to entry: Use errors can result from a mismatch between the characteristics of the user, user interface, task, or
use environment.
Note 3 to entry: Users can be aware or unaware that a use error has occurred.
Note 4 to entry: A malfunction of an interactive system that causes an unexpected result is not considered a use error.
Note 5 to entry: The term use error is used in preference to user error or human error in order to avoid the implied
assignment of responsibility for the error to the user.
Note 6 to entry: User interface patterns that manipulate users to perform unintended actions (also referred to as
deceptive patterns) can cause use errors.
[SOURCE: IEC 62366-1:2015, 3.21, modified – Term “medical device” has been replaced by “interactive
system” and Notes 4, 5 and 6 to entry have been replaced with new notes.]
3.3.2
error management
all capabilities of the interactive system explicitly designed to achieve use error robustness
Note 1 to entry: Error management aims at avoiding use errors, treating use errors tolerantly or enabling the user to
recover from use errors in a systematic manner.

3.3.3
use error robustness
the interactive system assists the user in avoiding errors and, in case of identifiable errors, treats them
tolerantly, and assists the user when recovering from errors
Note 1 to entry: Use error robustness involves guidance related to:
a) use error avoidance;
b) use error tolerance;
c) use error correction.
Note 2 to entry: An interactive system provides error tolerance when, despite evident errors in input, the intended
result can be achieved with either no, or minimal, corrective action by the user.
Note 3 to entry: System errors in identifying user inputs (e.g. inappropriate auto-correction) are also considered to be
use errors.
3.4 Terms related to feedback
3.4.1
feedback
output presented to the user by the system in reaction to the user’s input or a system event
[SOURCE: ISO 9241-13:1998, 3.6]
4 Introduction to user assistance
4.1 General
User assistance is appropriate to all styles of interaction, types of interaction and contexts of use, to help
users in accomplishing their tasks. User assistance is either additional information or interactive capabilities
beyond the regular user-system interaction that is provided to the user on request or is automatically
provided by the system. User assistance is either system-initiated or user-initiated (on request). User
assistance offers necessary information and guiding interactive capabilities to assist the users in completing
their tasks.
User assistance can be provided by different media or combinations of different media including:
— written text;
— sound (e.g. beep on error, mail-in);
— speech input/output (e.g. “drive to previous destination”, “mind the gap”);
— video (e.g. intro, how-to, guided tour);
— icons (e.g. stop, reading glass, help button);
— tactile / haptic feedback.
Table 1 gives an overview on the various types of user assistance. Each of these types of user assistance is
detailed in the following clauses.

Table 1 — Types of user assistance
Types of user-initiated user assistance Types of system-initiated user assistance
— Context-specific help — Status information
— Information for users — Context-specific instructions
— Digital information for users — System messages
— Printed information for users — System requests
— Notifications
— Assisted task completion
— Error management
— Assisted initial use
Whenever it can be predicted as part of system design that users can get stuck, are likely to make use errors
or have already made a use error, the interactive system should offer system-initiated user assistance.
NOTE The appropriateness of user assistance can be evaluated by the different approaches of usability evaluation
(usability testing, usability inspection and user survey). Further guidance on reporting such usability evaluation can
be found in ISO 25062.
4.2 Types of user-initiated user assistance
4.2.1 Context-specific help
Context-specific help provides additional instructions and support specific to the current step within the
task at hand. Context-specific help can be accessed by the user to assist during occurring problems in using
the interactive system and knowledge gaps in respect to the user’s task. It explains what can be done, where,
when, and how it can be done. Context-specific help can provide different levels of information for users
with different levels of skill.
EXAMPLE Types of support that can be provided through context-specific help include:
— descriptions of conventions used by the interactive system;
— explanations (e.g., concepts associated with the current task);
— supporting information (e.g., listing of options);
— descriptions of the currently presented portion of the user interface (e.g., screens and associated actions).
NOTE Chat-based help is one popular type of context-specific help where the user leads a conversation with
the interactive system by inputting textual information in natural language to which the system responds with
instructions or questions back related to the information provided by the user.
4.2.2 Information for users
Information for users is typically presented in digital and/or printed textual form and can be accompanied
by images and/or videos. Information for users typically consists of the instructions for use, technical
description, installation manual, quick reference guide and help articles.
NOTE 1 Comprehensive guidance on information for users is contained in ISO/IEC/IEEE 26514 and
ISO/IEC/IEEE 82079-1.
NOTE 2 Information for users is also referred to as accompanying documentation in IEC 62366-1.
NOTE 3 Information for users is particularly suitable to assist the user in discovering and exploring the capabilities
of the interactive system and therefore to support the user in the initial usage of the system.

4.3 Types of system-initiated user assistance
4.3.1 Status information
Status information is indicating the current state of the system. Status information does not require active
confirmation or acknowledgement by the user.
EXAMPLE 1 The interactive system displays the progress of exporting a large video file.
EXAMPLE 2 The e-mail application informs the user that there are “no new messages” rather than showing an
empty inbox.
EXAMPLE 3 The enrolment system for new suppliers indicates to the user which steps to be completed and which
steps have already been completed for successful enrolment as supplier.
4.3.2 Context-specific instructions
Context-specific instructions inform the user on how to precisely perform a specific action.
A context-specific instruction is information in textual, graphical or auditory form guiding the user in how
to proceed. Context-specific instructions are presented by the system at locations where use difficulties or
use errors are foreseeable or can be anticipated.
EXAMPLE In an e-mail application, where multiple recipients can be selected, the system instructs the user “You
can separate e-mail addresses by comma, semicolon or return key”.
4.3.3 System requests
4.3.3.1 General
System requests are system-initiated user assistance that contain information that always requires
confirmation/acknowledgement by the user.
Depending on the state of the interactive system and/or the user’s input, system requests are messages that
belong to one of the following categories:
— informative messages (informing on a successfully completed process);
— warning messages (alerting on a potential error);
— error messages (alerting on an occurred error);
— alarms (requiring immediate action by the user).
NOTE Within a specific context of use multiple interactive systems can notify the user about system status,
supply warning messages, errors and/or alarms at the same time. This can result in increased mental load and can
affect error handling or responses of the user.
System requests can be caused by both user actions and system events.
EXAMPLE 1 The error message “No drive found” is caused by an event identified by the system.
EXAMPLE 2 The error message “Can’t rename picture because the file name already exists. Choose a different file
name” is caused by a user action.
4.3.3.2 Informative messages
Informative messages typically inform the user that a process has been successfully completed that has
caused a waiting time for the user during which the user tends to complete other tasks until the process has
been completed.
EXAMPLE The informative message “You have successfully recorded the video on the DVD” is expected to be
confirmed by “OK”.
4.3.3.3 Warning messages
Warning messages alert the user of a potential unintended outcome when proceeding or of a problem that
can occur soon.
EXAMPLE 1
...

ISO/DISFDIS 9241-130:2025(en)
ISO /TC 159/SC 4/WG 5
Secretariat: BSI
Date: 2025-06-172026-08-10
Ergonomics of human-system interaction — —
Part 130:
User assistance within interactive systems
Ergonomie de l'interaction homme-système —
Partie 130: Assistance des utilisateurs dans les systèmes interactifs
FDIS stage
ISO #####-#:####(X/FDIS 9241-130:2026(en)
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
EmailE-mail: [e-mail]
Formatted: French (France)
Website: www.iso.org
Published in Switzerland
© ISO #### 2026 – All rights reserved
ii
ISO/DISFDIS 9241-130:20252026(en)
Contents
Foreword . iv
Introduction . v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
3.1 General terms . 1
3.2 Terms related to user assistance . 2
3.3 Terms specifically related to error management . 3
3.4 Terms related to feedback . 4
4 Introduction to user assistance . 4
4.1 General . 4
4.2 Types of user-initiated user assistance . 5
4.3 Types of system-initiated user assistance . 6
4.4 Assisted initial use . 10
5 Recommendations . 11
5.1 General recommendations for user assistance . 11
5.2 Recommendations for context-specific help . 11
5.3 Recommendations related to information for users . 12
5.4 Recommendations for status information . 12
5.5 Recommendations for context-specific instructions . 13
5.6 Recommendations for system requests . 13
5.7 Recommendations for notifications . 18
5.8 Recommendations for assisted task completion . 19
5.9 Recommendations for error management . 19
Bibliography . 23

iii
ISO #####-#:####(X/FDIS 9241-130:2026(en)
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 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).
ISO draws attention to the possibility that the implementation of this document may involve the use of (a)
patent(s). ISO takes no position concerning the evidence, validity or applicability of any claimed patent rights
in respect thereof. As of the date of publication of this document, ISO had not received notice of (a) patent(s)
which may be required to implement this document. However, implementers are cautioned that this may not
represent the latest information, which may be obtained from the patent database available at
www.iso.org/patents. ISO shall not be held responsible for identifying any or all such patent rights.
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.
This secondfirst edition of ISO ISO 9241-130 cancels and replaces the first edition (ISO 9241--13:1998), which
has been technically revised.
The main changes are as follows:
— — replacement of the term “user guidance” by “user assistance”;
— comprehensive revision of structure of document, types of user assistance and
recommendations.
A list of all parts in the ISO 9241 series can be found on the ISO website.
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.
© ISO #### 2026 – All rights reserved
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ISO/DISFDIS 9241-130:20252026(en)
Introduction
This document aims to provideprovides recommendations on user assistance to help those ;
— responsible for managing interactive system design and re-design processes, ;
— creating user interface specifications, style guides and concepts ,
to identify, plan and design effective, efficient and satisfactory user assistance.
User assistance described in this document complements control elements and information on user interfaces.
User assistance can be applied in any kind of user interface, regardless of the technology used for the user
interface.
For the actual user of the interactive system, the benefit of user assistance will be to achieve intended
outcomes more effectively and efficiently.
This document provides recommendations on user assistance which help the designer to support the user
using the user interface by designing usable assistance meeting the information needs of the user in a specific
interaction situation, especially in cases where software or hardware constraints set limits on self-
descriptiveness and conformity with user expectations.
v
Ergonomics of human-system interaction — Part 130: User assistance
within interactive systems
1 Scope
This document provides recommendations on user assistance, including its nature, intended use, and guidance
for effective implementation. This document is applicable to software components of interactive systems to
make human-system interaction usable.
This document provides a list of user assistance guidelines regardless of a specific visualization and
implementation technology. It gives guidance and recommendations on selection, usage and dependencies of
user assistance and their applications in various contexts.
This document does not provide detailed coverage of the methods and techniques required for designing and
implementing of user assistance.
This document is applicable to those responsible for developing user interfaces, but also for planning and
managing platform specific aspects of user interface design. This document therefore addresses technical
issues only to the extent necessary to allow such individuals to understand the relevance and importance of a
consistent interaction technique use in the design process. This document also provides a framework for
human factors professionals 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 which sets out the broad principles of ergonomics (see Bibliography).
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DRAFT International Standard ISO/DIS 9241-130:2025(en)

Ergonomics of human-system interaction —
Part 130:
User assistance within interactive systems
1 Scope
This document provides recommendations on user assistance, including its nature, intended use, and guidance
for effective implementation. This document is applicable to software components of interactive systems to
make human-system interaction usable.
This document provides a list of user assistance guidelines regardless of a specific visualization and
implementation technology. It gives guidance and recommendations on selection, usage and dependencies of
user assistance and their applications in various contexts.
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 terminology databases for use in standardization at the following addresses:
— — ISO Online browsing platform: available at https://www.iso.org/obp
— — IEC Electropedia: available at https://www.electropedia.org/
3.1 General terms
3.1.1 3.1.1
accessibility
extent to which products, systems, services, environments and facilities can be used by people from a
population with the widest range of user needs, characteristics and capabilities to achieve identified goals in
identified contexts of use
Note 1 to entry: Context of use includes direct use or use supported by assistive technologies.
[SOURCE: ISO 9241--112:2025, 3.11]
3.1.2 3.1.3
context of use
context
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, modified – synonym “context” has added]
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3.1.3 3.1.4
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, instructions for use, on-line and human help, support and
training.
[SOURCE: ISO 9241--11:2018, 3.1.5]
3.2 3.2 Terms related to user assistance
3.2.1 3.2.1
alarm
high priority alert used to attract the operator’s attention to important deviations or abnormal events in
system operation.
[SOURCE: ISO 11064-5:2008, 3.1]
3.2.2 3.2.2
assisted task completion
explicit type of user assistance that assists users in completing a task
3.2.3 3.2.3
context-specific help
information that can be obtained at the user’s request providing additional guidance on the presented
information associated with the user’s current task, user’s last input, selected object or current location
3.2.4 3.2.4
context-specific instruction
additional information presented by the interactive system guiding the user in achieving a specific outcome
Note 1 to entry: In contrast to help information, context-specific instructions are always present and do not need to be
actively requested by the user.
3.2.5 3.2.5
information for users
information provided by the supplier that provides the target audience with concepts, procedures and
reference material for the safe, effective, and efficient use of a supported product during its life cycle
EXAMPLE Printed manuals, onscreen information, and stand-alone online help are examples of information for
users.
Note 1 to entry: It can be provided separately or embedded in the product or both.
[SOURCE: ISO/IEC/IEEE 26514:2022, 3.1.29, modified – Notes 1 and 3 to entry have been deleted to widen
the scope to “interactive systems”.]
3.2.6 3.2.6
status information
information indicating the current state of the system
Note 1 to entry: Status information does not require active confirmation by the user.
3.2.7 3.2.7
system message
system-initiated user assistance that is either a system request or a notification that is relevant to the user
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3.2.8 3.2.8
system request
system messages that require confirmation by the user or one or more actions
Note 1 to entry: System requests are either informative messages, warning messages, error messages or alarms.
Note 2 to entry: System requests stay present and prevent further interaction unless the user acknowledges the system
request or takes one of the available actions.
3.2.9 3.2.9
notification
system messages that either indicate that an event (status) has occurred or will occur that is relevant to the
user and do not require confirmation and/or action by the user
Note 1 to entry: Notifications are typically temporal. They can disappear after a predetermined time.
Note 2 to entry: Notifications do not prevent further interaction between user and interactive system. The user can
continue with the current task while a notification is present.
Note 3 to entry: Notifications can offer optional actions.
3.2.10 3.2.10
user assistance
additional information or interactive capabilities beyond the regular user-system interaction that is provided
to the user on request (user-initiated) or is automatically provided by the system (system-initiated)
Note 1 to entry: User assistance can be presented as text, images, videos and auditory information depending on the
context of use.
Note 2 to entry: User assistance can be information only or provide interactive capabilities (“interactive user
assistance”).
3.2.11 3.2.11
warning message
safety-related information that warns about hazards and instructs on how to avoid them.
[SOURCE: ISO 24183:2024, 3.7.2.2, modified – Note 1 to entry has been deleted]
3.3 3.3 Terms specifically related to error management
3.3.1 3.3.1
use error
user action or lack of user action while using the interactive system that leads to a different result than that
intended by the manufacturer or expected by the user
Note 1 to entry: Use error includes the inability of the user to complete a task.
Note 2 to entry: Use errors can result from a mismatch between the characteristics of the user, user interface, task, or
use environment.
Note 3 to entry: Users mightcan be aware or unaware that a use error has occurred.
Note 4 to entry: A malfunction of an interactive system that causes an unexpected result is not considered a use error.
Note 5 to entry: The term use error is used in preference to user error or human error in order to avoid the implied
assignment of responsibility for the error to the user.
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Note 6 to entry: User interface patterns that manipulate users to perform unintended actions (also referred to as
deceptive patterns) can cause use errors.
[SOURCE: IEC 62366-1:2015, 3.21, modified – Term “medical device” has been replaced by “interactive
system” and Notes 4, 5 and 6 to entry have been replaced with new notes.]
3.3.2 3.3.2
error management
all capabilities of the interactive system explicitly designed to achieve use error robustness.
Note 1 to entry: Error management aims at avoiding use errors, treating use errors tolerantly or enabling the user to
recover from use errors in a systematic manner.
3.3.3 3.3.3
use error robustness
the interactive system assists the user in avoiding errors and, in case of identifiable errors, treats them
tolerantly, and assists the user when recovering from errors
Note 1 to entry: Use error robustness involves guidance related to:
a) a) use error avoidance;
b) b) use error tolerance;
c) c) use error correction.
Note 2 to entry: An interactive system provides error tolerance when, despite evident errors in input, the intended result
can be achieved with either no, or minimal, corrective action by the user.
Note 3 to entry: System errors in identifying user inputs (e.g. inappropriate auto-correction) are also considered to be
use errors.
3.4 3.4 Terms related to feedback
3.4.1 3.4.1
feedback
output presented to the user by the system in reaction to the user’s input or a system event.
[SOURCE: ISO 9241--13:1998, 3.6]
4 Introduction to user assistance
4.1 General
User assistance is appropriate to all styles of interaction, types of interaction and contexts of use, to help users
in accomplishing their tasks. User assistance is either additional information or interactive capabilities beyond
the regular user-system interaction that is provided to the user on request or is automatically provided by the
system. User assistance is either system-initiated or user-initiated (on request). User assistance offers
necessary information and guiding interactive capabilities to assist the users in completing their tasks.
User assistance can be provided by different media or combinations of different media including:
— — written text;
— — sound (e.g. beep on error, mail-in);
— — speech input/output (e.g. “drive to previous destination”, “mind the gap”);
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— — video (e.g. intro, how-to, guided tour);
— — icons (e.g. stop, reading glass, help button);
— — tactile / haptic feedback.
Table 1Table 1 gives an overview on the various types of user assistance. Each of these types of user assistance
is detailed in the following clauses.
Table 1 — Types of user assistance
Types of user-initiated user assistance Types of system-initiated user assistance
— — Context-specific help — — Status information
— — Information for users — — Context-specific instructions
— — Digital information for users — — System messages
— — Printed information for users — — System requests
— — Notifications
— — Assisted task completion
— — Error management
— — Assisted initial use
Whenever it can be predicted as part of system design that users can get stuck, are likely to make use errors
or have already made a use error, the interactive system should offer system-initiated user assistance.
NOTE The appropriateness of user assistance can be evaluated by the different approaches of usability evaluation
(usability testing, usability inspection and user survey). Further guidance on reporting such usability evaluation can be
found in ISO 25062.
4.2 Types of user-initiated user assistance
4.2.1 Context-specific help
Context-specific help provides additional instructions and support specific to the current step within the task
at hand. Context-specific help can be accessed by the user to assist during occurring problems in using the
interactive system and knowledge gaps in respect to the user’s task. It explains what can be done, where, when,
and how it can be done. Context-specific help can provide different levels of information for users with
different levels of skill.
EXAMPLE Types of support that can be provided through context-specific help include:
— — descriptions of conventions used by the interactive system;
— — explanations (e.g., concepts associated with the current task);
— — supporting information (e.g., listing of options);
— — descriptions of the currently presented portion of the user interface (e.g., screens and associated actions).
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NOTE Chat-based help is one popular type of context-specific help where the user leads a conversation with the
interactive system by inputting textual information in natural language to which the system responds with instructions
or questions back related to the information provided by the user.
4.2.2 Information for users
Information for users is typically presented in digital and/or printed textual form and can be accompanied by
images and/or videos. Information for users typically consists of the instructions for use, technical description,
installation manual, quick reference guide and help articles.
NOTE 1 Comprehensive guidance on information for users is contained in ISO/IEC/IEEE 26514 and
ISO/IEC/IEEE 82079--1.
NOTE 2 Information for users is also referred to as accompanying documentation in IEC 62366--1.
NOTE 3 Information for users is particularly suitable to assist the user in discovering and exploring the capabilities of
the interactive system and therefore to support the user in the initial usage of the system.
4.3 Types of system-initiated user assistance
4.3.1 Status information
Status information is indicating the current state of the system. Status information does not require active
confirmation or acknowledgement by the user.
EXAMPLE 1 The interactive system displays the progress of exporting a large video file.
EXAMPLE 2 The e-mail application informs the user that there are “no new messages” rather than showing an empty
inbox.
EXAMPLE 3 The enrolment system for new suppliers indicates to the user which steps to be completed and which
steps have already been completed for successful enrolment as supplier.
4.3.2 Context-specific instructions
Context-specific instructions inform the user on how to precisely perform a specific action.
A context-specific instruction is information in textual, graphical or auditory form guiding the user in how to
proceed. Context-specific instructions are presented by the system at locations where use difficulties or use
errors are foreseeable or can be anticipated.
EXAMPLE In an e-mail application, where multiple recipients can be selected, the system instructs the user “You
can separate e-mail addresses by comma, semicolon or return key”.
4.3.3 System requests
4.3.3.1 General
System requests are system-initiated user assistance that contain information that always requires
confirmation/acknowledgement by the user.
Depending on the state of the interactive system and/or the user’s input, system requests are messages that
belong to one of the following categories:
— — informative messages (informing on a successfully completed process);
— — warning messages (alerting on a potential error);
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— — error messages (alerting on an occurred error);
— — alarms (requiring immediate action by the user).
NOTE Within a specific context of use multiple interactive systems mightcan notify the user about system status,
supply warning messages, errors and/or alarms at the same time. This can result in increased mental load and can affect
error handling or responses of the user.
System requests can be caused by both user actions and system events.
EXAMPLE 1 The error message “No drive found” is caused by an event identified by the system.
EXAMPLE 2 The error message “Can’t rename picture because the file name already exists. Choose a different file
name” is caused by a user action.
4.3.3.2 Informative messages
Informative messages typically inform the user that a process has been successfully completed that has caused
a waiting time for the user during which the user tends to complete other tasks until the process has been
completed.
EXAMPLE The informative message “You have successfully recorded the video on the DVD” is expected to be
confirmed by “OK”.
4.3.3.3 Warning messages
Warning messages alert the user of a potential unintended outcome when proceeding or of a problem that can
occur soon.
EXAMPLE 1 The warning message in Figure 1Figure 1. “Your battery is running low” indicates a problem to occur
soon.
Figure 1 — Example for a warning message
NOTE 1 Warning messages that alert the user of a potential unintended outcome when proceeding are also referred
to as “confirmation messages”.
NOTE 2 For warning messages of the type “confirmation messages”, it is appropriate to offer an option that allows to
return to the previous system state.
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EXAMPLE 2 The warning message in Figure 2Figure 2 “Do you want to save your changes” requests the user to select
“Save”, “Don’t save” or “Cancel”. Both, saving and not saving can potentially cause unintended outcomes.

Figure 2 — Example for a warning message (confirmation message)
4.3.3.4 Error messages
Error messages alert the user about a problem that has occurred and requires correction by the user before
the user can proceed with the regular task. Error messages are usually presented with a distinct description
of the occurred problem and an instruction how to resolve it.
EXAMPLE The error message “No printer found. Please make sure your printer is turned on and WIFI has been
activated on the printer” can be acknowledged by pressing “Close”.
4.3.3.5 Alarms
Alarms alert the user about a problem that has occurred and that requires immediate corrective action by the
user in order to prevent harm.
NOTE 1 Alarms are typically used, when the occurred problem is likely to immediately cause harm to human health
and safety, the environment or the financial status of humans.
NOTE 2 For specific types of interactive systems, specific ISO standards contain recommendations and requirements
on the implementation of alarms, e.g. the ISO 7240 series for fire detection and alarm systems as well as IEC 60601--1--
8 for alarm systems in medical electrical equipment.
EXAMPLE 1 The door lock of the house alarms the user when the door has been staying open for more than
10 minutes.
EXAMPLE 2 The car alerts the driver that the seat belt has not been fastened until the seat belt has been fastened.
EXAMPLE 3 The medical device alerts the nurse that the patient has no heartbeat anymore.
4.3.4 Notifications
Similar to system requests, notifications are also system messages. Their characteristics differ from system
requests by the following:
— — Notifications may offer (but do not require) confirmation and/or offer one or more actions by the user.
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— — Notifications indicate either that an event has occurred or that one will occur. These notifications can
be relevant to the user but do not necessarily require the user’s attention.
— — Notifications are typically temporal. If the user does not acknowledge the notification or take any of
the available actions, it disappears after a predetermined time. If the user takes one of the available actions,
the notification typically disappears immediately.
— — While the notification is present the user can continue with the current task without interruption. The
user is not required to interact
...