ISO 9241-110:2020
(Main)Ergonomics of human-system interaction — Part 110: Interaction principles
Ergonomics of human-system interaction — Part 110: Interaction principles
This document describes principles for interaction between a user and a system that are formulated in general terms (i.e. independent of situations of use, application, environment or technology). This document provides a framework for applying those interaction principles and the general design recommendations for interactive systems. While this document is applicable to all types of interactive systems, it does not cover the specifics of every application domain (e.g. safety critical systems, collaborative work, artificial intelligence features). It is intended for the following audiences: — analysts of requirements (including market requirements, user requirements, and system requirements); — designers of user interface development tools and style guides to be used by user interface designers and developers; — designers of user interfaces who will apply the guidance during the design activities (either directly, based on training, or by using tools and style guides which incorporate the guidance); — developers who will apply the guidance during the development process; — evaluators who are responsible for ensuring that products meet the general design recommendations contained in this document; — buyers who will reference this document in contracts during product procurement. This document focuses on interaction principles related to the design of interactions between user and interactive system. ISO 9241-112 provides further guidance on the presentation of information. This document does not consider any other aspect of design such as marketing, aesthetics and corporate identity.
Ergonomie de l'interaction homme-système — Partie 110: Principes d’interaction
Le présent document décrit les principes d'interaction entre un utilisateur et un système, énoncés en termes généraux (c'est-à-dire indépendamment des situations d'utilisation, de l'application, de l'environnement ou de la technologie). Le présent document fournit un cadre pour l'application de ces principes d'interaction et des recommandations générales de conception pour les systèmes interactifs. Bien que le présent document soit applicable à tous les types de systèmes interactifs, il ne couvre pas les spécificités de tous les domaines d'application (par exemple les systèmes critiques pour la sécurité, le travail collaboratif, les fonctions d'intelligence artificielle). Il est destiné aux publics suivants: — les analystes des besoins (y compris les besoins du marché, les exigences des utilisateurs et les exigences des systèmes); — les concepteurs d'outils de développement d'interfaces utilisateur et de guides de style destinés à être utilisés par les concepteurs et les développeurs d'interfaces utilisateur; — les concepteurs d'interfaces utilisateur qui appliqueront les recommandations lors des activités de conception (soit directement, sur la base d'une formation, soit en utilisant des outils et des guides de style qui intègrent les recommandations); — les développeurs qui appliqueront les recommandations au cours du processus de développement; — les évaluateurs qui sont tenus de s'assurer que les produits sont conformes aux recommandations générales de conception contenues dans le présent document; — les acheteurs qui se réfèreront au présent document dans les contrats lors de l'achat du produit. Le présent document est centré sur les principes d'interaction associés à la conception des interactions entre l'utilisateur et le système interactif. L'ISO 9241-112 fournit des recommandations supplémentaires relatives à la présentation de l'information. Le présent document ne tient compte d'aucun autre aspect de la conception tel que le marketing, l'esthétique et l'image de marque.
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INTERNATIONAL ISO
STANDARD 9241-110
Second edition
2020-05
Ergonomics of human-system
interaction —
Part 110:
Interaction principles
Ergonomie de l'interaction homme-système —
Partie 110: Principes d’interaction
Reference number
ISO 9241-110:2020(E)
©
ISO 2020
---------------------- Page: 1 ----------------------
ISO 9241-110:2020(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2020
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting
on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address
below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Fax: +41 22 749 09 47
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO 2020 – All rights reserved
---------------------- Page: 2 ----------------------
ISO 9241-110:2020(E)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Interaction principles . 4
4.1 Overview . 4
4.2 Coverage of this set of interaction principles and general design recommendations. 5
4.3 Use of the interaction principles in human-centred design . 5
4.4 Contribution of the interaction principles to usability . 6
4.5 Relationships between interaction principles . 6
4.6 Framework for using this document . 6
5 Principles and recommendations . 8
5.1 Suitability for the user’s tasks . 8
5.1.1 Principle . 8
5.1.2 Recommendations related to identifying suitability of the interactive
system for a given task . . 9
5.1.3 Recommendations related to optimizing effort in task accomplishment . 9
5.1.4 Recommendations related to defaults supporting the task . 9
5.2 Self-descriptiveness .10
5.2.1 Principle .10
5.2.2 Recommendations related to presence and obviousness of the information .10
5.2.3 Recommendations related to clear indication of processing status .11
5.3 Conformity with user expectations .11
5.3.1 Principle .11
5.3.2 Recommendations related to appropriate system behaviour and responses .12
5.3.3 Recommendations related to consistency (internal and external) .13
5.3.4 Recommendations related to changes in the context of use .13
5.4 Learnability .14
5.4.1 Principle .14
5.4.2 Recommendations related to discovery .14
5.4.3 Recommendations related to exploration.15
5.4.4 Recommendations related to retention .15
5.5 Controllability .15
5.5.1 Principle .15
5.5.2 Recommendations related to interruption by the user .16
5.5.3 Recommendations related to flexibility .16
5.5.4 Recommendations related to individualization .17
5.6 Use error robustness .18
5.6.1 Principle .18
5.6.2 Recommendations related to use error avoidance .18
5.6.3 Recommendations related to use error tolerance .19
5.6.4 Recommendations related to use error recovery .19
5.7 User engagement .20
5.7.1 Principle .20
5.7.2 Recommendations related to motivating the user to use the system .21
5.7.3 Recommendations related to trustworthiness of the system .22
5.7.4 Recommendations related to increasing user involvement with the system .23
Annex A (informative) Checklist to aid in applying the recommendations in this document .24
Bibliography .31
© ISO 2020 – All rights reserved iii
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ISO 9241-110:2020(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular, the 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 9241-110:2006), which has been
substantially technically revised.
The main changes compared to the previous edition are as follows:
— the principle of individualization has been merged into the principle of controllability;
— a new principle on user engagement has been developed;
— existing principles and general design recommendations have been revised.
A list of all parts in the ISO 9241 series can be found on the ISO website.
iv © ISO 2020 – All rights reserved
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ISO 9241-110:2020(E)
Introduction
This document describes interaction principles (formerly referred to as "dialogue principles") and
general design recommendations which are independent of any specific interaction technique and
which are applicable in the analysis, design and evaluation of interactive systems.
This document significantly revises and updates the first edition. It incorporates relevant guidance
previously contained in ISO 14915-1. The general design recommendations in this document are derived
from a combination of ergonomics research and various sources of general and heuristic guidance
[16] [19] [23] [24] [29]
(including Bastien , Dzida , Molich , Nielsen and Tognazzini ).
These interaction principles and general design recommendations can guide the development and
evaluation of user interfaces, leading to improved usability.
The priority with which each interaction principle or general design recommendation is applied depends
on the purpose of the interactive system, the characteristics of the intended and foreseeable users of
the system, the tasks, the environment, the specific interaction technique used and the consequences
arising from use. Guidance on identifying relevant aspects of the users, tasks and environment of use is
given in ISO 9241-11.
The ultimate beneficiary of this document will be the user of an interactive system. Although it is
unlikely that the user will read this document or even know of its existence, its application by the
developers of the interactive system will lead to user interfaces which are more usable, accessible,
consistent and that enable greater productivity and a more positive user experience, and which avoid
harm from use. The benefits for suppliers of interactive systems include increased sales, customer
satisfaction and loyalty, decreased costs of providing service.
Applying these interaction principles and the associated general design recommendations also helps
prevent users of those products from experiencing usability problems such as:
— additional unnecessary steps not required as part of the task;
— misleading information;
— insufficient and poor information on the user interface;
— unexpected responses of the interactive system (including those leading to harm from use);
— navigational limitations during use; and
— inefficient error recovery.
This document comprises the following:
a) a framework for applying the interaction principles and general design recommendations;
b) the interaction principles;
c) general design recommendations corresponding to the interaction principles.
© ISO 2020 – All rights reserved v
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INTERNATIONAL STANDARD ISO 9241-110:2020(E)
Ergonomics of human-system interaction —
Part 110:
Interaction principles
1 Scope
This document describes principles for interaction between a user and a system that are formulated
in general terms (i.e. independent of situations of use, application, environment or technology). This
document provides a framework for applying those interaction principles and the general design
recommendations for interactive systems.
While this document is applicable to all types of interactive systems, it does not cover the specifics
of every application domain (e.g. safety critical systems, collaborative work, artificial intelligence
features).
It is intended for the following audiences:
— analysts of requirements (including market requirements, user requirements, and system
requirements);
— designers of user interface development tools and style guides to be used by user interface designers
and developers;
— designers of user interfaces who will apply the guidance during the design activities (either directly,
based on training, or by using tools and style guides which incorporate the guidance);
— developers who will apply the guidance during the development process;
— evaluators who are responsible for ensuring that products meet the general design recommendations
contained in this document;
— buyers who will reference this document in contracts during product procurement.
This document focuses on interaction principles related to the design of interactions between user and
interactive system. ISO 9241-112 provides further guidance on the presentation of information.
This document does not consider any other aspect of design such as marketing, aesthetics and corporate
identity.
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 2020 – All rights reserved 1
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ISO 9241-110:2020(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 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 9241-112:2017, 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
goal
intended outcome
[SOURCE: ISO 9241-11:2018, 3.1.10]
3.4
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, user documentation, online and human help,
support and training.
Note 2 to entry: The term “system” is often used rather than “interactive system”.
[SOURCE: ISO 9241-11:2018, 3.1.5, modified — Note 2 to entry has been added.]
3.5
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.
Note 3 to entry: The term “task” is used here, as in ISO 9241-11, in its widest sense, rather than in reference to the
specifics of use of the interactive system.
[SOURCE: ISO 9241-11:2018, 3.1.11, modified — Note 3 to entry has been added.]
3.6
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]
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ISO 9241-110:2020(E)
3.7
use error
user action or lack of user action while using the system, product or service 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 might 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.
[SOURCE: ISO 9241-11:2018, 3.3.3]
3.8
user
person who interacts with the 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]
3.9
user experience
combination of 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.
Note 3 to entry: The term “user experience” can also be used to refer to competence or processes such as user
experience professional, user experience design, user experience method, user experience evaluation, user
experience research, user experience department.
Note 4 to entry: Human-centred design can only manage those aspects of user experience that result from
designed aspects of the interactive system.
[SOURCE: ISO 9241-11:2018, 3.2.3]
3.10
user interface
set of all the components of an interactive system that provide information and controls for the user to
accomplish specific tasks with the interactive system
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ISO 9241-110:2020(E)
3.11
user-system interaction
user interaction
exchange of information between a user and an interactive system via the user interface to complete
the intended task
Note 1 to entry: User-system interaction represents a subset of human-system interaction that only focusses on
intended users and not other humans who can be affected by the interactive system.
[SOURCE: ISO/IEC 25060:2010, 2.22, modified — Note 1 to entry has been added.]
4 Interaction principles
4.1 Overview
This clause introduces the interaction principles. Seven principles have been identified as being
important for the design and evaluation of interactive systems.
— Suitability for the user’s tasks: An interactive system is suitable for the user's tasks when it
supports the users in the completion of their tasks, i.e. when the operating functions and the user-
system interactions are based on the task characteristics (rather than the technology chosen to
perform the task).
— Self-descriptiveness: The interactive system presents appropriate information, where needed by
the user, to make its capabilities and use immediately obvious to the user without unnecessary
user-system interactions.
— Conformity with user expectations: The interactive system’s behaviour is predictable based on
the context of use and commonly accepted conventions in this context.
— Learnability: The interactive system supports discovery of its capabilities and how to use them,
allows exploration of the interactive system, minimizes the need for learning and provides support
when learning is needed.
— Controllability: The interactive system allows the user to maintain control of the user interface
and the interactions, including the speed and sequence and individualization of the user-system
interaction.
— 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.
— User engagement: The interactive system presents functions and information in an inviting and
motivating manner supporting continued interaction with the system.
NOTE The order in which the principles are presented here does not imply any priority.
For each of the principles, this document provides a list of general design recommendations. The
application of a single recommendation does not mean that the application of a principle has been fully
satisfied.
Table 1 identifies the main categories used to structure recommendations for each of the principles.
These recommendations help in the identification and specification of user requirements relevant to
specific contexts of use (see ISO 25065).
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ISO 9241-110:2020(E)
Table 1 — Interaction principles and their main categories of recommendations
Interaction Principle Categories of recommendations
Suitability for the user’s tasks a) identifying suitability of the interactive system for a given task
b) optimizing effort in task accomplishment
c) defaults supporting the task
Self-descriptiveness a) presence and obviousness of the information
b) clear indication of processing status
Conformity with user expectations a) appropriate system behaviour and responses
b) consistency (internal and external)
c) changes in the context of use
Learnability a) discovery (of information and controls that users are looking for)
b) exploration (of information and controls that users have
discovered)
c) retention (of information about the system)
Controllability a) interruption by the user
b) flexibility
c) individualization
Use error robustness a) use error avoidance
b) use error tolerance
c) use error recovery
User engagement a) motivating the user
b) trustworthiness of the system
c) increasing user involvement with the system
4.2 Coverage of this set of interaction principles and general design recommendations
The principles and general design recommendations identified in this document are generic and are
not tied to any particular system or context of use. General design recommendations are organized
under the principles to which they appear to be most relevant. However, it is recognized that since the
principles can overlap, recommendations can relate to more than one principle. Each recommendation
is presented under only a single principle, since understanding and using the recommendations is more
important than categorizing them.
While the recommendations presented in this document summarize important guidance obtained from
current knowledge, it is possible that additional guidance will become important as technology and
ergonomics develop.
This document applies to most interactive systems in most contexts of use. It is up to individuals
using this document to determine any system and contexts of use where they do not apply. Not every
recommendation within this document is applicable in every context of use.
4.3 Use of the interaction principles in human-centred design
While this document describes product-related principles for interaction between users and interactive
systems, ISO 9241-210:2019 provides principles and guidance on activities of human-centred design for
interactive systems.
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ISO 9241-110:2020(E)
4.4 Contribution of the interaction principles to usability
Usability is the 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 (see
ISO 9241-11). This recognizes that usability results from a complex set of factors and can be different
for different users, different goals and tasks, and different contexts of use.
Usability consists of effectiveness, efficiency and satisfaction, each of which is composed of more
specific components:
— effectiveness: the accuracy and completeness with which users achieve specified goals;
— efficiency: the resources used in relation to the results achieved;
— satisfaction: the 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.
User-system interactions can affect each component. While some principles and some general design
recommendations appear to focus more on one component than the others, some principles and
recommendations affect all three components.
NOTE Suitability for the task addresses both effectiveness "to complete the task" and efficiency avoiding
"unnecessary steps and unnecessary information", while suitability for engagement primarily addresses
satisfaction.
4.5 Relationships between interaction principles
The interaction principles are not strictly independent and can semantically overlap. A usability
problem or a general design recommendation can relate to one or more interaction principles.
NOTE 1 If users do not detect some information because it is placed at a location where users do not
expect it, a usability problem occurs because the interactive system does not conform with user expectations.
As a consequence, since the information is not present from the user’s perspective, when needed, the self-
descriptiveness of the interactive system is affected.
EXAMPLE 1 While creating a presentation, users use the undo function repeatedly to explore the look of
different styles. In this context, the undo function is used as a tool to achieve controllability. However, if users in
this situation use the undo function to explicitly correct an error, it is used to maintain use error robustness.
While the set of principles and gener
...
FINAL
INTERNATIONAL ISO/FDIS
DRAFT
STANDARD 9241-110
ISO/TC 159/SC 4
Ergonomics of human-system
Secretariat: BSI
interaction —
Voting begins on:
2020-02-26
Part 110:
Voting terminates on:
Interaction principles
2020-04-22
Ergonomie de l'interaction homme-système —
Partie 110: Principes d’interaction
ISO/CEN PARALLEL PROCESSING
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.
IN ADDITION TO THEIR EVALUATION AS
Reference number
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO-
ISO/FDIS 9241-110:2020(E)
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. ISO 2020
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ISO/FDIS 9241-110:2020(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2020
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting
on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address
below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Fax: +41 22 749 09 47
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO 2020 – All rights reserved
---------------------- Page: 2 ----------------------
ISO/FDIS 9241-110:2020(E)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Interaction principles . 4
4.1 Overview . 4
4.2 Coverage of this set of interaction principles and general design recommendations. 5
4.3 Use of the interaction principles in human-centred design . 5
4.4 Contribution of the interaction principles to usability . 6
4.5 Relationships between interaction principles . 6
4.6 Framework for using this document . 6
5 Principles and recommendations . 8
5.1 Suitability for the user’s tasks . 8
5.1.1 Principle . 8
5.1.2 Recommendations related to identifying suitability of the interactive
system for a given task . . 9
5.1.3 Recommendations related to optimizing effort in task accomplishment . 9
5.1.4 Recommendations related to defaults supporting the task . 9
5.2 Self-descriptiveness .10
5.2.1 Principle .10
5.2.2 Recommendations related to presence and obviousness of the information .10
5.2.3 Recommendations related to clear indication of processing status .11
5.3 Conformity with user expectations .11
5.3.1 Principle .11
5.3.2 Recommendations related to appropriate system behaviour and responses .12
5.3.3 Recommendations related to consistency (internal and external) .13
5.3.4 Recommendations related to changes in the context of use .13
5.4 Learnability .14
5.4.1 Principle .14
5.4.2 Recommendations related to discovery .14
5.4.3 Recommendations related to exploration.15
5.4.4 Recommendations related to retention .15
5.5 Controllability .15
5.5.1 Principle .15
5.5.2 Recommendations related to interruption by the user .16
5.5.3 Recommendations related to flexibility .16
5.5.4 Recommendations related to individualization .17
5.6 Use error robustness .18
5.6.1 Principle .18
5.6.2 Recommendations related to use error avoidance .18
5.6.3 Recommendations related to use error tolerance .19
5.6.4 Recommendations related to use error recovery .19
5.7 User engagement .20
5.7.1 Principle .20
5.7.2 Recommendations related to motivating the user to use the system .21
5.7.3 Recommendations related to trustworthiness of the system .22
5.7.4 Recommendations related to increasing user involvement with the system .23
Annex A (informative) Checklist to aid in applying the recommendations in this document .24
Bibliography .31
© ISO 2020 – All rights reserved iii
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ISO/FDIS 9241-110:2020(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular, the 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 9241-110:2006), which has been
substantially technically revised.
The main changes compared to the previous edition are as follows:
— the principle of individualization has been merged into the principle of controllability;
— a new principle on user engagement has been developed;
— existing principles and general design recommendations have been revised.
A list of all parts in the ISO 9241 series can be found on the ISO website.
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ISO/FDIS 9241-110:2020(E)
Introduction
This document describes interaction principles (formerly referred to as "dialogue principles") and
general design recommendations which are independent of any specific interaction technique and
which are applicable in the analysis, design and evaluation of interactive systems.
This document significantly revises and updates the first edition. It incorporates relevant guidance
previously contained in ISO 14915-1. The general design recommendations in this document are derived
from a combination of ergonomics research and various sources of general and heuristic guidance
(including Bastien, Dzida, Molich, Nielsen and Tognazzini).
These interaction principles and general design recommendations can guide the development and
evaluation of user interfaces, leading to improved usability.
The priority with which each interaction principle or general design recommendation is applied depends
on the purpose of the interactive system, the characteristics of the intended and foreseeable users of
the system, the tasks, the environment, the specific interaction technique used and the consequences
arising from use. Guidance on identifying relevant aspects of the users, tasks and environment of use is
given in ISO 9241-11.
The ultimate beneficiary of this document will be the user of an interactive system. Although it is
unlikely that the user will read this document or even know of its existence, its application by the
developers of the interactive system will lead to user interfaces which are more usable, accessible,
consistent and that enable greater productivity and a more positive user experience, and which avoid
harm from use. The benefits for suppliers of interactive systems include increased sales, customer
satisfaction and loyalty, decreased costs of providing service.
Applying these interaction principles and the associated general design recommendations also helps
prevent users of those products from experiencing usability problems such as:
— additional unnecessary steps not required as part of the task;
— misleading information;
— insufficient and poor information on the user interface;
— unexpected responses of the interactive system (including those leading to harm from use);
— navigational limitations during use; and
— inefficient error recovery.
This document comprises the following:
a) a framework for applying the interaction principles and general design recommendations;
b) the interaction principles;
c) general design recommendations corresponding to the interaction principles.
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FINAL DRAFT INTERNATIONAL STANDARD ISO/FDIS 9241-110:2020(E)
Ergonomics of human-system interaction —
Part 110:
Interaction principles
1 Scope
This document describes principles for interaction between a user and a system that are formulated
in general terms (i.e. independent of situations of use, application, environment or technology). This
document provides a framework for applying those interaction principles and the general design
recommendations for interactive systems.
While this document is applicable to all types of interactive systems, it does not cover the specifics
of every application domain (e.g. safety critical systems, collaborative work, artificial intelligence
features).
It is intended for the following audiences:
— analysts of requirements (including market requirements, user requirements, and system
requirements);
— designers of user interface development tools and style guides to be used by user interface designers
and developers;
— designers of user interfaces who will apply the guidance during the design activities (either directly,
based on training, or by using tools and style guides which incorporate the guidance);
— developers who will apply the guidance during the development process;
— evaluators who are responsible for ensuring that products meet the general design recommendations
contained in this document;
— buyers who will reference this document in contracts during product procurement.
This document focuses on interaction principles related to the design of interactions between user and
interactive system. ISO 9241-112 provides further guidance on the presentation of information.
This document does not consider any other aspect of design such as marketing, aesthetics and corporate
identity.
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/
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ISO/FDIS 9241-110:2020(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 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 9241-112:2017, 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
goal
intended outcome
[SOURCE: ISO 9241-11:2018, 3.1.10]
3.4
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, user documentation, online and human help,
support and training.
Note 2 to entry: The term “system” is often used rather than “interactive system”.
[SOURCE: ISO 9241-11:2018, 3.1.5, modified — Note 2 to entry has been added.]
3.5
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.
Note 3 to entry: The term “task” is used here, as in ISO 9241-11, in its widest sense, rather than in reference to the
specifics of use of the interactive system.
[SOURCE: ISO 9241-11:2018, 3.1.11, modified — Note 3 to entry has been added.]
3.6
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]
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ISO/FDIS 9241-110:2020(E)
3.7
use error
user action or lack of user action while using the system, product or service 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 might 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.
[SOURCE: ISO 9241-11:2018, 3.3.3]
3.8
user
person who interacts with the 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]
3.9
user experience
combination of 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.
Note 3 to entry: The term “user experience” can also be used to refer to competence or processes such as user
experience professional, user experience design, user experience method, user experience evaluation, user
experience research, user experience department.
Note 4 to entry: Human-centred design can only manage those aspects of user experience that result from
designed aspects of the interactive system.
[SOURCE: ISO 9241-11:2018, 3.2.3]
3.10
user interface
set of all the components of an interactive system that provide information and controls for the user to
accomplish specific tasks with the interactive system
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ISO/FDIS 9241-110:2020(E)
3.11
user-system interaction
user interaction
exchange of information between a user and an interactive system via the user interface to complete
the intended task
Note 1 to entry: User-system interaction represents a subset of human-system interaction that only focusses on
intended users and not other humans who can be affected by the interactive system.
[SOURCE: ISO/IEC 25060:2010, 2.22, modified — Note 1 to entry has been added.]
4 Interaction principles
4.1 Overview
This clause introduces the interaction principles. Seven principles have been identified as being
important for the design and evaluation of interactive systems.
— Suitability for the user’s tasks: An interactive system is suitable for the task when it supports the
user in the completion of the task, i.e. when the operating functions and the user-system interactions
are based on the task characteristics.
— Self-descriptiveness: The interactive system presents appropriate information, where needed by
the user, to make its capabilities and use immediately obvious to the user without unnecessary
user-system interactions.
— Conformity with user expectations: The interactive system’s behaviour is predictable based on
the context of use and commonly accepted conventions in this context.
— Learnability: The interactive system supports discovery of its capabilities and how to use them,
allows exploration of the interactive system, minimizes the need for learning and provides support
when learning is needed.
— Controllability: The interactive system allows the user to maintain control of the user interface
and the interactions, including the speed and sequence and individualization of the user-system
interaction.
— 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.
— User engagement: The interactive system presents functions and information in an inviting and
motivating manner supporting continued interaction with the system.
NOTE The order in which the principles are presented here does not imply any priority.
For each of the principles, this document provides a list of general design recommendations. The
application of a single recommendation does not mean that the application of a principle has been fully
satisfied.
Table 1 identifies the main categories used to structure recommendations for each of the principles.
These recommendations help in the identification and specification of user requirements relevant to
specific contexts of use (see ISO 25065).
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ISO/FDIS 9241-110:2020(E)
Table 1 — Interaction principles and their main categories of recommendations
Interaction Principle Categories of recommendations
Suitability for the user’s tasks a) identifying suitability of the interactive system for a given task
b) optimizing effort in task accomplishment
c) defaults supporting the task
Self-descriptiveness a) presence and obviousness of the information
b) clear indication of processing status
Conformity with user expectations a) appropriate system behaviour and responses
b) consistency (internal and external)
c) changes in the context of use
Learnability a) discovery (of information and controls that users are looking for)
b) exploration (of information and controls that users have
discovered)
c) retention (of information about the system)
Controllability a) interruption by the user
b) flexibility
c) individualization
Use error robustness a) use error avoidance
b) use error tolerance
c) use error recovery
User engagement a) motivating the user
b) trustworthiness of the system
c) increasing user involvement with the system
4.2 Coverage of this set of interaction principles and general design recommendations
The principles and general design recommendations identified in this document are generic and are
not tied to any particular system or context of use. General design recommendations are organized
under the principles to which they appear to be most relevant. However, it is recognized that since the
principles can overlap, recommendations can relate to more than one principle. Each recommendation
is presented under only a single principle, since understanding and using the recommendations is more
important than categorizing them.
While the recommendations presented in this document summarize important guidance obtained from
current knowledge, it is possible that additional guidance will become important as technology and
ergonomics develop.
This document applies to most interactive systems in most contexts of use. It is up to individuals
using this document to determine any system and contexts of use where they do not apply. Not every
recommendation within this document is applicable in every context of use.
4.3 Use of the interaction principles in human-centred design
While this document describes product-related principles for interaction between users and interactive
systems, ISO 9241-210:2019 provides principles and guidance on activities of human-centred design for
interactive systems.
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ISO/FDIS 9241-110:2020(E)
4.4 Contribution of the interaction principles to usability
Usability is the 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 (see
ISO 9241-11). This recognizes that usability results from a complex set of factors and can be different
for different users, different goals and tasks, and different contexts of use.
Usability consists of effectiveness, efficiency and satisfaction, each of which is composed of more
specific components:
— effectiveness: the accuracy and completeness with which users achieve specified goals;
— efficiency: the resources used in relation to the results achieved;
— satisfaction: the 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.
User-system interactions can affect each component. While some principles and some general design
recommendations appear to focus more on one component than the others, some principles and
recommendations affect all three components.
NOTE Suitability for the task addresses both effectiveness "to complete the task" and efficiency avoiding
"unnecessary steps and unnecessary information", while suitability for engagement primarily addresses
satisfaction.
4.5 Relationships between interaction principles
The interaction principles are not strictly independent and can semantically overlap. A usability
problem or a general design recommendation can relate to one or more interaction principles.
NOTE 1 If users do not detect some information because it is placed at a location where users do not
expect it, a usability problem occurs because the interactive system does not confo
...
NORME ISO
INTERNATIONALE 9241-110
Deuxième édition
2020-05
Ergonomie de l'interaction homme-
système —
Partie 110:
Principes d’interaction
Ergonomics of human-system interaction —
Part 110: Interaction principles
Numéro de référence
ISO 9241-110:2020(F)
©
ISO 2020
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ISO 9241-110:2020(F)
DOCUMENT PROTÉGÉ PAR COPYRIGHT
© ISO 2020
Tous droits réservés. Sauf prescription différente ou nécessité dans le contexte de sa mise en œuvre, aucune partie de cette
publication ne peut être reproduite ni utilisée sous quelque forme que ce soit et par aucun procédé, électronique ou mécanique,
y compris la photocopie, ou la diffusion sur l’internet ou sur un intranet, sans autorisation écrite préalable. Une autorisation peut
être demandée à l’ISO à l’adresse ci-après ou au comité membre de l’ISO dans le pays du demandeur.
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Publié en Suisse
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ISO 9241-110:2020(F)
Sommaire Page
Avant-propos .v
Introduction .vi
1 Domaine d’application . 1
2 Références normatives . 1
3 Termes et définitions . 1
4 Principes d’interaction . 4
4.1 Aperçu général . 4
4.2 Couverture de cet ensemble de principes d’interaction et de recommandations
générales de conception . 5
4.3 Utilisation des principes d’interaction dans la conception centrée sur l’opérateur
humain . 6
4.4 Contribution des principes d’interaction à l’utilisabilité . 6
4.5 Relations entre les principes d’interaction . 6
4.6 Cadre pour l’utilisation du présent document . 7
5 Principes et recommandations . 9
5.1 Adéquation aux tâches de l’utilisateur . 9
5.1.1 Principe . 9
5.1.2 Recommandations relatives à la détermination de l’adéquation du
système interactif à une tâche donnée. 9
5.1.3 Recommandations relatives à l’optimisation de l’effort nécessaire pour
accomplir la tâche . 9
5.1.4 Recommandations relatives aux valeurs par défaut permettant la prise
en charge de la tâche .10
5.2 Caractère autodescriptif .10
5.2.1 Principe .10
5.2.2 Recommandations relatives à la présence et au caractère évident de
l’information .11
5.2.3 Recommandations relatives à l’indication claire de l’état du traitement .12
5.3 Conformité aux attentes de l’utilisateur .12
5.3.1 Principe .12
5.3.2 Recommandations relatives au comportement et aux réponses appropriés
du système.13
5.3.3 Recommandations relatives à la cohérence (interne et externe) .13
5.3.4 Recommandations relatives aux changements dans le contexte d’utilisation .14
5.4 Facilité d’apprentissage .15
5.4.1 Principe .15
5.4.2 Recommandations relatives à la découverte .15
5.4.3 Recommandations relatives à l’exploration .16
5.4.4 Recommandations relatives à la conservation .16
5.5 Contrôle utilisateur .17
5.5.1 Principe .17
5.5.2 Recommandations relatives à l’interruption par l’utilisateur .17
5.5.3 Recommandations relatives à la flexibilité.17
5.5.4 Recommandations relatives à l’individualisation .18
5.6 Robustesse face aux erreurs d’utilisation .19
5.6.1 Principe .19
5.6.2 Recommandations relatives à la prévention des erreurs d’utilisation .19
5.6.3 Recommandations relatives à la tolérance à l’erreur .20
5.6.4 Recommandations relatives à la correction des erreurs .21
5.7 Engagement de l’utilisateur .22
5.7.1 Principe .22
5.7.2 Recommandations relatives à la motivation de l’utilisateur à utiliser le système 22
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ISO 9241-110:2020(F)
5.7.3 Recommandations relatives à la fiabilité du système .24
5.7.4 Recommandations relatives à l’implication croissante de l’utilisateur vis-
à-vis du système .24
Annexe A (informative) Liste de contrôle pour faciliter l’application des recommandations
du présent document .26
Bibliographie .33
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ISO 9241-110:2020(F)
Avant-propos
L’ISO (Organisation internationale de normalisation) est une fédération mondiale d’organismes
nationaux de normalisation (comités membres de l’ISO). L’élaboration des Normes internationales est
en général confiée aux comités techniques de l’ISO. Chaque comité membre intéressé par une étude
a le droit de faire partie du comité technique créé à cet effet. Les organisations internationales,
gouvernementales et non gouvernementales, en liaison avec l’ISO participent également aux travaux.
L’ISO collabore étroitement avec la Commission électrotechnique internationale (IEC) en ce qui
concerne la normalisation électrotechnique.
Les procédures utilisées pour élaborer le présent document et celles destinées à sa mise à jour sont
décrites dans les Directives ISO/IEC, Partie 1. Il convient, en particulier de prendre note des différents
critères d’approbation requis pour les différents types de documents ISO. Le présent document a été
rédigé conformément aux règles de rédaction données dans les Directives ISO/IEC, Partie 2 (voir www
.iso .org/ directives).
L’attention est attirée sur le fait que certains des éléments du présent document peuvent faire l’objet de
droits de propriété intellectuelle ou de droits analogues. L’ISO ne saurait être tenue pour responsable
de ne pas avoir identifié de tels droits de propriété et averti de leur existence. Les détails concernant
les références aux droits de propriété intellectuelle ou autres droits analogues identifiés lors de
l’élaboration du document sont indiqués dans l’Introduction et/ou dans la liste des déclarations de
brevets reçues par l’ISO (voir www .iso .org/ brevets).
Les appellations commerciales éventuellement mentionnées dans le présent document sont données
pour information, par souci de commodité, à l’intention des utilisateurs et ne sauraient constituer un
engagement.
Pour une explication de la nature volontaire des normes, la signification des termes et expressions
spécifiques de l’ISO liés à l’évaluation de la conformité, ou pour toute information au sujet de l’adhésion
de l’ISO aux principes de l’Organisation mondiale du commerce (OMC) concernant les obstacles
techniques au commerce (OTC), voir le lien suivant: www .iso .org/ iso/ fr/ avant -propos.
Le présent document a été élaboré par le comité technique ISO/TC 159, Ergonomie, sous-comité SC 4,
Ergonomie de l'interaction homme/système.
Il convient que l’utilisateur adresse tout retour d’information ou toute question concernant le présent
document à l’organisme national de normalisation de son pays. Une liste exhaustive desdits organismes
se trouve à l’adresse www .iso .org/ fr/ members .html.
Cette deuxième édition annule et remplace la première édition (ISO 9241-110:2006), qui a fait l’objet
d’une révision technique.
Les principales modifications par rapport à l’édition précédente sont les suivantes:
— fusion du principe d’individualisation avec le principe de contrôle utilisateur;
— élaboration d’un nouveau principe sur l’engagement de l’utilisateur;
— révision des principes existants et des recommandations générales de conception.
Une liste de toutes les parties de la série ISO 9241 se trouve sur le site web de l’ISO.
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ISO 9241-110:2020(F)
Introduction
Le présent document décrit les principes d’interaction (anciennement dénommés «principes de
dialogue») et les recommandations générales de conception qui sont indépendants de toute technique
d’interaction spécifique et qui sont applicables dans l’analyse, la conception et l’évaluation des systèmes
interactifs.
Le présent document constitue une révision et une mise à jour significatives de la première
édition. Il intègre des recommandations utiles précédemment contenues dans l’ISO 14915-1. Les
recommandations générales de conception énoncées dans le présent document proviennent d’une
combinaison de recherches en ergonomie et de diverses sources d’orientation générale et heuristique (y
[16] [19] [23] [24] [29]
compris: Bastien , Dzida , Molich , Nielsen and Tognazzini ).
Ces principes d’interaction et ces recommandations générales de conception peuvent guider
l’élaboration et l’évaluation des interfaces utilisateur, améliorant ainsi l’utilisabilité.
La priorité d’application de chaque principe d’interaction ou recommandation générale de conception
dépend de l’objectif du système interactif, des caractéristiques des utilisateurs prévus et prévisibles
du système, des tâches, de l’environnement, de la technique d’interaction spécifique utilisée et des
conséquences découlant de l’utilisation. L’ISO 9241-11 donne des recommandations relatives à
l’identification des aspects pertinents des utilisateurs, des tâches et de l’environnement d’utilisation.
Le bénéficiaire final du présent document sera l’utilisateur d’un système interactif. Bien qu’il soit
peu probable que l’utilisateur lise le présent document ou même qu’il connaisse son existence, son
application par les développeurs du système interactif conduira à la création d’interfaces utilisateur
plus faciles à utiliser, plus accessibles et plus cohérentes, permettant une plus grande productivité et une
expérience de l’utilisateur plus positive, en évitant tout préjudice associé à l’utilisation. Les avantages
pour les fournisseurs de systèmes interactifs comprennent l’augmentation des ventes, la satisfaction et
la fidélité des clients, ainsi que la réduction des coûts de prestation des services.
L’application de ces principes d’interaction et des recommandations générales de conception associées
vise également à éviter que les utilisateurs de ces produits ne rencontrent des problèmes d’utilisabilité
tels que:
— des étapes superflues supplémentaires non requises dans la tâche;
— des informations prêtant à confusion;
— des informations insuffisantes et de mauvaise qualité sur l’interface utilisateur;
— des réponses inattendues du système interactif (y compris celles entraînant un préjudice associé à
l’utilisation);
— des restrictions de navigation pendant l’utilisation; et
— une correction inefficace des erreurs.
Le présent document comprend les éléments suivants:
a) un cadre pour l’application des principes d’interaction et des recommandations générales de
conception;
b) les principes d’interaction;
c) des recommandations générales de conception correspondant aux principes d’interaction.
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NORME INTERNATIONALE ISO 9241-110:2020(F)
Ergonomie de l'interaction homme-système —
Partie 110:
Principes d’interaction
1 Domaine d’application
Le présent document décrit les principes d’interaction entre un utilisateur et un système, énoncés
en termes généraux (c’est-à-dire indépendamment des situations d’utilisation, de l’application, de
l’environnement ou de la technologie). Le présent document fournit un cadre pour l’application de ces
principes d’interaction et des recommandations générales de conception pour les systèmes interactifs.
Bien que le présent document soit applicable à tous les types de systèmes interactifs, il ne couvre pas les
spécificités de tous les domaines d’application (par exemple les systèmes critiques pour la sécurité, le
travail collaboratif, les fonctions d’intelligence artificielle).
Il est destiné aux publics suivants:
— les analystes des besoins (y compris les besoins du marché, les exigences des utilisateurs et les
exigences des systèmes);
— les concepteurs d’outils de développement d’interfaces utilisateur et de guides de style destinés à
être utilisés par les concepteurs et les développeurs d’interfaces utilisateur;
— les concepteurs d’interfaces utilisateur qui appliqueront les recommandations lors des activités de
conception (soit directement, sur la base d’une formation, soit en utilisant des outils et des guides
de style qui intègrent les recommandations);
— les développeurs qui appliqueront les recommandations au cours du processus de développement;
— les évaluateurs qui sont tenus de s’assurer que les produits sont conformes aux recommandations
générales de conception contenues dans le présent document;
— les acheteurs qui se réfèreront au présent document dans les contrats lors de l’achat du produit.
Le présent document est centré sur les principes d’interaction associés à la conception des interactions
entre l’utilisateur et le système interactif. L’ISO 9241-112 fournit des recommandations supplémentaires
relatives à la présentation de l’information.
Le présent document ne tient compte d’aucun autre aspect de la conception tel que le marketing,
l’esthétique et l’image de marque.
2 Références normatives
Le présent document ne contient aucune référence normative.
3 Termes et définitions
Pour les besoins du présent document, les termes et définitions suivants s’appliquent.
L’ISO et l’IEC tiennent à jour des bases de données terminologiques destinées à être utilisées en
normalisation, consultables aux adresses suivantes:
— ISO Online browsing platform: disponible à l’adresse https:// www .iso .org/ obp;
© ISO 2020 – Tous droits réservés 1
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ISO 9241-110:2020(F)
— IEC Electropedia: disponible à l’adresse http:// www .electropedia .org/ .
3.1
accessibilité
degré selon lequel des produits, des systèmes, des services, des environnements et des installations
peuvent être utilisés par des personnes appartenant à une population ayant le plus large éventail
possible de besoins, de caractéristiques et de capacités des utilisateurs pour atteindre des objectifs
définis dans des contextes d’utilisation identifiés
Note 1 à l'article: Le contexte d’utilisation comprend l’utilisation directe ou l’utilisation assistée par des
technologies d’assistance.
[SOURCE: ISO 9241-112:2017, 3.15]
3.2
contexte d’utilisation
combinaison d’utilisateurs, d’objectifs et de tâches, de ressources et d’environnement
Note 1 à l'article: Dans un contexte d’utilisation, l’«environnement» inclut les environnements technique,
physique, social, culturel et organisationnel.
[SOURCE: ISO 9241-11:2018, 3.1.15]
3.3
objectif
but à atteindre
[SOURCE: ISO 9241-11:2018, 3.1.10]
3.4
système interactif
combinaison de matériels et/ou de logiciels et/ou de services et/ou de personnes avec laquelle
interagissent des utilisateurs afin d’atteindre des objectifs spécifiques
Note 1 à l'article: Cela inclut, le cas échéant, le conditionnement, la documentation de l’utilisateur, l’aide en ligne
ou humaine, l’assistance et la formation.
Note 2 à l'article: Le terme «système» est souvent utilisé à la place de «système interactif».
[SOURCE: ISO 9241-11:2018, 3.1.5, modifiée — La Note 2 à l’article a été ajoutée.]
3.5
tâche
ensemble d’activités entreprises pour atteindre un objectif spécifique
Note 1 à l'article: Ces activités peuvent être physiques, perceptives et/ou cognitives.
Note 2 à l'article: Alors que les objectifs ne dépendent pas des moyens utilisés pour les obtenir, les tâches
décrivent des moyens particuliers d’atteindre les objectifs.
Note 3 à l'article: Le terme «tâche» est utilisé dans son sens le plus large, comme dans l’ISO 9241-11, et n’est pas
limité aux spécificités d’utilisation du système interactif.
[SOURCE: ISO 9241-11:2018, 3.1.11, modifiée — La Note 3 à l’article a été ajoutée.]
3.6
utilisabilité
degré selon lequel un système, un produit ou un service peut être utilisé, par des utilisateurs spécifiés,
pour atteindre des buts définis avec efficacité, efficience et satisfaction, dans un contexte d’utilisation
spécifié
Note 1 à l'article: Les utilisateurs, buts et contexte d’utilisation «spécifiés» se rapportent à la combinaison
particulière d’utilisateurs, de buts et de contexte d’utilisation pour laquelle l’utilisabilité est déterminée.
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Note 2 à l'article: Le terme «utilisabilité» est souvent utilisé comme qualificatif pour désigner les connaissances
en matière de conception, les compétences, les activités et les attributs de conception qui contribuent à
l’utilisabilité, tels qu’expertise en utilisabilité, professionnel de l’utilisabilité, ingénierie de l’utilisabilité, méthode
d’utilisabilité, évaluation de l’utilisabilité, heuristique d’utilisabilité.
[SOURCE: ISO 9241-11:2018, 3.1.1]
3.7
erreur d’utilisation
action de l’utilisateur ou absence d’action de l’utilisateur lors de l’utilisation du système, produit ou
service, qui aboutit à un résultat différent du résultat prévu par le fabricant ou attendu par l’utilisateur
Note 1 à l'article: Une erreur d’utilisation comprend l’incapacité de l’utilisateur à effectuer une tâche.
Note 2 à l'article: Des erreurs d’utilisation peuvent résulter d’une inadéquation entre les caractéristiques de
l’utilisateur, de l’interface utilisateur, de la tâche ou de l’environnement d’utilisation.
Note 3 à l'article: Les utilisateurs peuvent savoir ou non qu’une erreur d’utilisation s’est produite.
Note 4 à l'article: Le mauvais fonctionnement d’un système interactif qui aboutit à un résultat inattendu n’est pas
considéré comme une erreur d’utilisation.
Note 5 à l'article: Le terme «erreur d’utilisation» est employé de préférence à «erreur de l’utilisateur» ou «erreur
humaine» afin d’éviter d’attribuer implicitement la responsabilité de l’erreur à l’utilisateur.
[SOURCE: ISO 9241-11:2018, 3.3.3]
3.8
utilisateur
personne qui interagit avec un système, un produit ou un service
Note 1 à l'article: Les utilisateurs d’un système, produit ou service comprennent les personnes qui utilisent le
système, les personnes qui utilisent les éléments de sortie du système et les personnes qui assurent l’assistance
du système (y compris la maintenance et la formation).
[SOURCE: ISO 9241-11:2018, 3.1.7]
3.9
expérience de l’utilisateur
perceptions et réactions d’un utilisateur qui résultent de l’utilisation effective et/ou anticipée d’un
système, produit ou service
Note 1 à l'article: Les perceptions et réactions de l’utilisateur incluent les émotions, convictions, préférences,
perceptions, confort, comportements et réalisations de ce dernier qui interviennent avant, pendant et après
l’utilisation.
Note 2 à l'article: L’expérience de l’utilisateur est une conséquence de l’image de marque, de la présentation, de la
fonctionnalité, des performances, du comportement interactif et des capacités d’assistance d’un système, produit
ou service. Elle résulte également de l’état intérieur et physique de l’utilisateur résultant d’expériences passées,
de ses attitudes, de ses compétences, de ses capacités et de sa personnalité, ainsi que du contexte d’utilisation.
Note 3 à l'article: Le terme «expérience de l’utilisateur» peut également être utilisé pour désigner des compétences
ou des processus tels que professionnel de l’expérience de l’utilisateur, conception de l’expérience de l’utilisateur,
méthode d’expérience de l’utilisateur, évaluation de l’expérience de l’utilisateur, étude en matière d’expérience de
l’utilisateur, département chargé de l’expérience de l’utilisateur.
Note 4 à l'article: La conception centrée sur l’opérateur humain ne peut gérer que les aspects de l’expérience de
l’utilisateur qui résultent des aspects prévus du système interactif.
[SOURCE: ISO 9241-11:2018, 3.2.3]
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3.10
interface utilisateur
ensemble de tous les composants d’un système interactif qui fournissent des informations et des
commandes à l’utilisateur pour accomplir des tâches spécifiques avec le système interactif
3.11
interaction utilisateur-système
interaction de l’utilisateur
échange d’information entre un utilisateur et un système interactif via l’interface utilisateur pour
accomplir la tâche prévue
Note 1 à l'article: L’interaction utilisateur-système représente un sous-ensemble de l’interaction homme-système
qui se concentre uniquement sur les utilisateurs prévus et non sur les autres personnes sur lesquelles le système
interactif peut avoir une incidence.
[SOURCE: ISO/IEC 25060:2010, 2.22, modifiée — La Note 1 à l’article a été ajoutée.]
4 Principes d’interaction
4.1 Aperçu général
Le présent article présente les principes d’interaction. Les sept principes suivants ont été identifiés
comme importants pour la conception et l’évaluation des systèmes interactifs.
— Adéquation aux tâches de l’utilisateur: un système interactif est adapté aux tâches de l’utilisateur
lorsqu’il lui permet de réaliser cette tâche, c’est-à-dire lorsque les fonctions opératoires et les
interactions utilisateur-système sont fondées sur les caractéristiques de la tâche (plutôt que sur la
technologie choisie pour accomplir cette tâche).
— Caractère autodescriptif: le système interactif présente les informations appropriées, lorsque
l’utilisateur en a besoin, afin de rendre ses capacités et son utilisation immédiatement évidentes
pour l’utilisateur, sans interactions utilisateur-système inutiles.
— Conformité aux attentes de l’utilisateur: le comportement du système interactif est prévisible en
fonction du contexte d’utilisation et des conventions communément admises dans ce contexte.
— Facilité d’apprentissage: le système interactif favorise la découverte de ses capacités et de la façon
de les utiliser, permet son exploration, réduit le plus possible le besoin d’apprentissage et fournit
une assistance lorsqu’un apprentissage est nécessaire.
— Contrôle utilisateur: le système interactif permet à l’utilisateur de garder le contrôle de l’interface
utilisateur et des interactions, y compris la vitesse, la séquence et l’individualisation de l’interaction
utilisateur-système.
— Robustesse face aux erreurs d’utilisation: le système interactif aide l’utilisateur à éviter les
erreurs et, en cas d’erreurs identifiables, les traite avec tolérance et aide l’utilisateur à les corriger.
— Engagement de l’utilisateur: le système interactif présente les fonctions et informations de
manière engageante et motivante en favorisant une interaction continue avec le système.
NOTE L’ordre de présentation de ces principes n’implique aucune priorité particulière.
Pour chaque principe, le présent document fournit une liste de recommandations générales de
conception. L’application d’une seule recommandation ne signifie pas que l’application d’un principe est
entièrement satisfaite.
Le Tableau 1 répertorie les principales catégories utilisées pour structurer les recommandations
correspondant à chacun des principes. Ces recommandations facilitent l’identification et la spécification
des exigences utilisateur applicables à des contextes d’utilisation spécifiques (voir ISO 25065).
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ISO 9241-110:2020(F)
Tableau 1 — Principes d’interaction et principales catégories de recommandations
Principe
Catégories de recommandations
d’interaction
Adéquation a) détermination de l’adéquation du système interactif à une tâche donnée
aux tâches
b) optimisation de l’effort nécessaire pour accomplir la tâche
de l’utilisateur
c) valeurs par défaut permettant la prise en charge de la tâche
Caractère a) présence et mise en évidence des informations
autodescriptif
b) indication claire de l’état
...
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