ISO/IEC 25066:2016
(Main)Systems and software engineering — Systems and software Quality Requirements and Evaluation (SQuaRE) — Common Industry Format (CIF) for Usability — Evaluation Report
Systems and software engineering — Systems and software Quality Requirements and Evaluation (SQuaRE) — Common Industry Format (CIF) for Usability — Evaluation Report
ISO/IEC 25066:2016 describes the Common Industry Format (CIF) for reporting usability evaluations. It provides a classification of evaluation approaches and the specifications for the content items (content elements) to be included in an evaluation report based on the selected evaluation approach(es). The intended users of the usability evaluation reports are identified, as well as the situations in which the usability evaluation report can be applied. The usability evaluation reports in ISO/IEC 25066:2016 are applicable to software and hardware systems, products or services used for predefined tasks (excluding generic products, such as a display screen or a keyboard). The content elements are intended to be used as part of system-level documentation resulting from development processes such as those in ISO 9241‑210 and ISO/IEC JTC 1/SC 7 process standards. The content elements for documenting evaluations can be integrated in any type of process model. NOTE For the purpose of establishing process models, ISO/IEC TR 24774 and ISO/IEC 33020 specify the format and conformance requirements for process models, respectively. In addition, ISO/IEC 15289 defines the types and content of information items developed and used in process models for system and software lifecycle management. ISO/IEC 15504‑5 and ISO/IEC 15504‑6 (to be replaced by ISO/IEC 33060) define work products, including information items, for the purpose of process capability assessment. Process models and associated information items for human-centred design of interactive systems are contained in ISO/TR 18529 and ISO/TS 18152.
Ingénierie des systèmes et du logiciel — Exigences de qualité et évaluation des systèmes et du logiciel (SQuaRE) — Format de l'industrie commune pour l'utilisation — Rapport d'évaluation
La présente Norme internationale décrit le Format commun de l'industrie (CIF) pour l'élaboration de rapports sur les évaluations d'utilisabilité. Elle fournit une classification des approches d'évaluation et les spécifications relatives aux éléments du contenu devant être inclus dans le rapport d'évaluation en fonction de l'approche ou des approches de l'évaluation sélectionnée. Les utilisateurs potentiels des rapports d'évaluation de l'utilisabilité ainsi que les situations auxquelles le rapport d'évaluation de l'utilisabilité peut être appliqué sont identifiés. Les rapports d'évaluation de l'utilisabilité de cette Norme internationale s'appliquent aux systèmes, produits ou services logiciels et matériels utilisés dans le cadre de tâches prédéfinies (à l'exception des produits génériques, tels qu'un écran d'affichage ou un clavier). Les éléments du contenu sont destinés à être utilisés dans le cadre de documents relatifs au niveau système, résultant des processus de développement tels que ceux figurant dans l'ISO 9241‑210 et dans les normes de processus de l'ISO/IEC JTC 1/SC 7. Les éléments du contenu des évaluations de documentation peuvent être intégrés dans tous les types de modèles de processus. NOTE En vue d'établir des modèles de processus, l'ISO/IEC TR 24774 et l'ISO/IEC 33020 spécifient respectivement les exigences de format et de conformité applicables aux modèles de processus. En outre, l'ISO/IEC 15289 définit les types et le contenu des éléments d'information élaborés et utilisés dans les modèles de processus dans le cadre de la gestion du cycle de vie du système et du logiciel. L'ISO/IEC 15504‑5 et l'ISO/IEC 15504‑6 (à remplacer par l'ISO/IEC 33060) définissent les produits fabriqués, y compris les éléments d'information, à des fins d'évaluation de la capacité des procédés (ou processus). Les modèles de processus et les éléments d'information associés à la conception centrée sur l'opérateur humain des systèmes interactifs sont contenus dans l'ISO/TR 18529 et l'ISO/TS 18152.
General Information
Buy Standard
Standards Content (Sample)
INTERNATIONAL ISO/IEC
STANDARD 25066
First edition
2016-06-15
Systems and software engineering —
Systems and software Quality
Requirements and Evaluation
(SQuaRE) — Common Industry Format
(CIF) for Usability — Evaluation Report
Ingénierie des systèmes et du logiciel — Exigences de qualité et
évaluation des systèmes et du logiciel (SQuaRE) — Format de
l’industrie commune pour l’utilisation — Rapport d’évaluation
Reference number
ISO/IEC 25066:2016(E)
©
ISO/IEC 2016
---------------------- Page: 1 ----------------------
ISO/IEC 25066:2016(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO/IEC 2016, Published in Switzerland
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form
or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior
written permission. Permission can be requested from either ISO at the address below or ISO’s member body in the country of
the requester.
ISO copyright office
Ch. de Blandonnet 8 • CP 401
CH-1214 Vernier, Geneva, Switzerland
Tel. +41 22 749 01 11
Fax +41 22 749 09 47
copyright@iso.org
www.iso.org
ii © ISO/IEC 2016 – All rights reserved
---------------------- Page: 2 ----------------------
ISO/IEC 25066:2016(E)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Conformance . 1
3 Terms and definitions . 1
4 Purpose and types of usability evaluations . 6
4.1 Purpose of an evaluation . 6
4.2 Types of usability evaluations . 6
4.3 Assessing conformity of the object of evaluation against specified criteria . 7
5 Content elements of usability evaluation reports . 9
5.1 Selecting content elements . 9
5.2 Description of the content elements for each type of evaluation .10
5.2.1 Executive summary (if used) .10
5.2.2 Description of the object of evaluation .10
5.2.3 Purpose of the evaluation .11
5.2.4 Method .12
5.2.5 Procedure .17
5.2.6 Results .22
5.2.7 Interpretation of results and recommendations .24
5.2.8 Additional content for conformity assessment (as part of a usability
evaluation report) .25
Annex A (normative) Overview on required and recommended content elements for each
type of evaluation .26
Annex B (informative) Usability test report example .29
Bibliography .37
© ISO/IEC 2016 – All rights reserved iii
---------------------- Page: 3 ----------------------
ISO/IEC 25066:2016(E)
Foreword
ISO (the International Organization for Standardization) and IEC (the International Electrotechnical
Commission) form the specialized system for worldwide standardization. National bodies that are
members of ISO or IEC participate in the development of International Standards through technical
committees established by the respective organization to deal with particular fields of technical
activity. ISO and IEC technical committees collaborate in fields of mutual interest. Other international
organizations, governmental and non-governmental, in liaison with ISO and IEC, also take part in the
work. In the field of information technology, ISO and IEC have established a joint technical committee,
ISO/IEC JTC 1.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for
the different types of document should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject
of patent rights. ISO and IEC shall not be held responsible for identifying any or all such patent
rights. Details of any patent rights identified during the development of the document will be in the
Introduction and/or on the ISO list of patent declarations received (see www.iso.org/patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the meaning of ISO specific terms and expressions related to conformity
assessment, as well as information about ISO’s adherence to the WTO principles in the Technical
Barriers to Trade (TBT), see the following URL: Foreword — Supplementary information.
The committee responsible for this document is ISO/TC 159, Ergonomics, Subcommittee SC 4,
Ergonomics of human-system interaction and Joint Technical Committee ISO/IEC JTC 1, Information
technology, Subcommittee SC 7, Software and system engineering.
iv © ISO/IEC 2016 – All rights reserved
---------------------- Page: 4 ----------------------
ISO/IEC 25066:2016(E)
Introduction
The human-centred design approach of ISO 9241-210 is well established and focuses specifically on
making systems usable. Usability can be achieved by applying human-centred design throughout
the lifecycle. In order to enable a human-centred approach to be adopted, it is important that all the
relevant types of information related to usability (information items) are identified and communicated.
The identification and communication of relevant types of information related to usability enables the
design and testing of the usability of a system.
This International Standard provides a framework and consistent terminology for reporting the
evaluation of an interactive system. It is intended to assist usability specialists and developers in
documenting and communicating usability-related information as part of the system development
lifecycle.
The Common Industry Format (CIF) for Usability family of International Standards is described
in ISO/IEC TR 25060 and is part of the SQuaRE (Systems and software Quality Requirements and
Evaluation) series of standards on systems and software product quality requirements and evaluation
1) 2) 3)
(ISO/IEC 25000 , ISO/IEC 25001, ISO/IEC 25021 , ISO/IEC 25023 , ISO/IEC 25040, ISO/IEC 25041 and
ISO/IEC 25051).
The CIF family of standards uses definitions that are consistent with the ISO 9241 series of standards
(Ergonomics of human-system interaction), as this is the terminology that is normally used for this
subject matter. In some cases, these definitions differ from those in ISO/IEC 25000.
CIF standards are published or planned for the following information items:
— Common Industry Format (CIF) for usability test reports (ISO/IEC 25062);
NOTE ISO/IEC 25062 provides more detail for the content of a user observation report for performance
measurement.
— Context of use description (ISO/IEC 25063);
— User needs report (ISO/IEC 25064);
— User requirements specification (ISO/IEC 25065);
— Evaluation reports (ISO/IEC 25066);
— User interaction specification (planned);
— User interface specification (planned);
— Field data report (planned).
The CIF standards are part of the “Extension Division” of the ISO/IEC 25000 SQuaRE series of
International Standards. Table 1 presents an overview of the structure and the contents of the SQuaRE
series of International Standards.
1) Withdrawn.
2) Withdrawn.
3) Under development.
© ISO/IEC 2016 – All rights reserved v
---------------------- Page: 5 ----------------------
ISO/IEC 25066:2016(E)
Table 1 — Organization of SQuaRE series of International Standards
SQuaRE Architecture and Sub-projects
ISO/IEC 2501n: Quality
Model Division
ISO/IEC 2503n: Quality ISO/IEC 2500n: Quality ISO/IEC 2504n: Quality
Requirement Division Management Division Evaluation Division
ISO/IEC 2502n: Quality
Measurement Division
ISO/IEC 25050 – 25099 SQuaRE Extension Division
ISO/IEC 25051: Requirements for quality
of Ready to Use Software Product (RUSP) ISO/IEC 2506n Common Industry Format Division
and instructions for testing
Figure 1 — Relationship of CIF documents to human-centred design in ISO 9241-210 and system
lifecycle processes in ISO/IEC 15288
Figure 1 illustrates the interdependence of these information items with the human-centred design
activities described in ISO 9241-210, as well as the corresponding System Life Cycle processes described
4)
in ISO/IEC 15288 .
The following discussion also serves as alternative text for the figure.
The figure depicts the activities as a set of intersecting circles. The circles overlap to represent that the
activities are not separate, but rather overlapping in time and scope, and the outcome of each activity
provides the input to one or more other activities. As each human-centred design activity can provide
input to any other, no starting point, end point, or linear process is intended.
4) Withdrawn. Replaced with ISO/IEC/IEEE 15288:2015.
vi © ISO/IEC 2016 – All rights reserved
---------------------- Page: 6 ----------------------
ISO/IEC 25066:2016(E)
The human-centred design is composed of four interacting activities represented as overlapping circles
in the diagram where User Needs are at the centre.
The first activity involves Context of Use. Human-centred design relies on user needs that are first
identified during of the Context of Use analysis. User needs are documented in the User needs report
(ISO/IEC 25064), which is an intermediate deliverable that links the Context of Use Description
(ISO/IEC 25063) that contains information about the users, their tasks and the organizational and
physical environment, to the user requirements. These items are developed during the Stakeholders
requirements definition process described in ISO/IEC 15288.
The second activity involves Derived Requirements. The User requirements specification
(ISO/IEC 25065) provides the basis for design and evaluation of interactive systems to meet the user
needs. User requirements are developed in conjunction with and from part of the overall requirements
specification of an interactive system.
The third activity involves Designed Solutions. The “Produce design solutions” activity focuses
on designing user interaction that meets user requirements. This activity takes place during the
Architectural Design, Implementation, and Integration processes described in ISO/IEC 15288 and
produces the information items “User interaction specification” and the “User interface specification”.
The fourth activity involves Evaluation Results. The “Evaluate” activity starts at the earliest stages
in the project, evaluating design concepts to obtain a better understanding of the user needs. Design
solutions can be evaluated multiple times as the interactive system is being developed and can produce
various types of evaluation reports and usability data such as that described in ISO/IEC 25062. These
evaluations can support the ISO/IEC 15288 Validation Process that confirms that the system complies
with the stakeholders’ requirements.
© ISO/IEC 2016 – All rights reserved vii
---------------------- Page: 7 ----------------------
INTERNATIONAL STANDARD ISO/IEC 25066:2016(E)
Systems and software engineering — Systems and software
Quality Requirements and Evaluation (SQuaRE) — Common
Industry Format (CIF) for Usability — Evaluation Report
1 Scope
This International Standard describes the Common Industry Format (CIF) for reporting usability
evaluations. It provides a classification of evaluation approaches and the specifications for the content
items (content elements) to be included in an evaluation report based on the selected evaluation
approach(es). The intended users of the usability evaluation reports are identified, as well as the
situations in which the usability evaluation report can be applied.
The usability evaluation reports in this International Standard are applicable to software and
hardware systems, products or services used for predefined tasks (excluding generic products, such
as a display screen or a keyboard). The content elements are intended to be used as part of system-
level documentation resulting from development processes such as those in ISO 9241-210 and
ISO/IEC JTC 1/SC 7 process standards.
The content elements for documenting evaluations can be integrated in any type of process model.
NOTE For the purpose of establishing process models, ISO/IEC TR 24774 and ISO/IEC 33020 specify the
format and conformance requirements for process models, respectively. In addition, ISO/IEC 15289 defines
the types and content of information items developed and used in process models for system and software
lifecycle management. ISO/IEC 15504-5 and ISO/IEC 15504-6 (to be replaced by ISO/IEC 33060) define work
products, including information items, for the purpose of process capability assessment. Process models and
associated information items for human-centred design of interactive systems are contained in ISO/TR 18529
and ISO/TS 18152.
2 Conformance
An evaluation report conforms to this International Standard if it contains all the required content
elements in Clause 5 that are applicable to the type(s) of evaluation, including:
— additional optional content elements that were selected to be part of the evaluation;
— the content elements for the conformity assessment (if used).
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
NOTE The CIF family of standards uses definitions that are consistent with the ISO 9241 series of standards,
as this is the terminology that is normally used for this subject matter. In some cases, these definitions differ
from those in ISO/IEC 25000.
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 characteristics and capabilities to achieve a specified goal in a
specified context of use
Note 1 to entry: Context of use includes direct use or use supported by assistive technologies.
[SOURCE: ISO 26800:2011, 2.1; modified, Note 2 to entry deleted]
© ISO/IEC 2016 – All rights reserved 1
---------------------- Page: 8 ----------------------
ISO/IEC 25066:2016(E)
3.2
action
user behaviour that a system accepts as a request for a particular operation
[SOURCE: ISO/IEC TR 11580:2007, 2.3; modified, Example deleted]
3.3
conformity assessment
demonstration that specified requirements relating to a product, process, system, person or body are
fulfilled
[SOURCE: ISO/IEC 17000:2004, 2.1; modified, Notes deleted]
3.4
context of use
users, tasks, equipment (hardware, software and materials), and the physical and social environments
in which a product is used
[SOURCE: ISO 9241-11:1998, 3.5]
3.5
dialogue
interaction between a user and an interactive system as a sequence of user actions (inputs) and system
responses (outputs) in order to achieve a goal
Note 1 to entry: User actions include not only entry of data but also navigational actions of the user.
Note 2 to entry: Dialogue refers to both the form (syntax) and the meaning (semantics) of interaction.
[SOURCE: ISO 9241-110:2006, 3.2]
3.6
effectiveness
accuracy and completeness with which users achieve specified goals
[SOURCE: ISO 9241-11:1998, 3.2]
3.7
efficiency
resources expended in relation to the accuracy and completeness with which users achieve goals
[SOURCE: ISO 9241-11:1998, 3.3]
3.8
goal
intended outcome
[SOURCE: ISO 9241-11:1998, 3.8]
3.9
information item
separately identifiable body of information that is produced and stored for human use during a system
or software life cycle
[SOURCE: ISO/IEC/IEEE 15289:2011, 5.7]
3.10
inspection-based evaluation
evaluation based on the judgment of one or more evaluator(s) who examine or use a system to identify
potential usability problems (including deviations from established criteria)
Note 1 to entry: The evaluators making the inspections typically are usability specialists but can also include end
users and members of the design team.
2 © ISO/IEC 2016 – All rights reserved
---------------------- Page: 9 ----------------------
ISO/IEC 25066:2016(E)
Note 2 to entry: Established criteria typically include user requirements, usability guidelines in standards,
design conventions contained in manufacturer guidelines and style guides, task models to be supported, as well
as standardized principles.
Note 3 to entry: The evaluation can be conducted with or without the help of reference documents.
Note 4 to entry: Inspection-based evaluation is a generic term for methods that include but are not limited to
heuristic evaluation, cognitive walkthroughs, standards inspection, pluralistic walkthroughs, and consistency
inspections.
Note 5 to entry: Inspection-based evaluation can be conducted by machines in some cases, e.g. when consistency
with required terminology is being evaluated. In this case, the machine represents the evaluator.
3.11
requirement
condition or capability that must be met or possessed by a system, system component, product, or
service to satisfy an agreement, standard, specification, or other formally imposed documents
[SOURCE: ISO/IEC/IEEE 24765:2010, 3.2506, Clause 4.]
3.12
satisfaction
freedom from discomfort, and positive attitudes towards the use of the product
[SOURCE: ISO 9241-11:1998, 3.4]
3.13
stakeholder
individual or organization having a right, share, claim, or interest in a system or in its possession of
characteristics that meet their needs and expectations
[SOURCE: ISO/IEC/IEEE 15288:2015, 4.1.44]
3.14
system
combination of interacting elements organized to achieve one or more stated purposes
Note 1 to entry: A system may be considered as a product or as the services it provides.
Note 2 to entry: In practice, the interpretation of its meaning is frequently clarified by the use of an associative
noun, e.g. aircraft system. Alternatively, the word system may be substituted simply by a context dependent
synonym, e.g. aircraft, though this may then obscure a system principles perspective.
[SOURCE: ISO/IEC/IEEE 15288:2015, 4.1.46; modified, Note 3 to entry deleted]
3.15
task
activities required to achieve a goal
5)
Note 1 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 dialogue system.
[SOURCE: ISO 9241-11:1998, 3.9; modified, Notes changed]
3.16
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: According to ISO/IEC 25010, “Usability can either be specified or measured as a product quality
characteristic in terms of its sub-characteristics, or specified or measured directly by measures that are a subset
of quality in use.” The definition of usability in this International Standard is consistent with the second approach.
5) Under preparation.
© ISO/IEC 2016 – All rights reserved 3
---------------------- Page: 10 ----------------------
ISO/IEC 25066:2016(E)
[SOURCE: ISO 9241-210:2010, 2.13; modified, Notes changed]
3.17
usability defect
product attribute(s) that lead(s) to a mismatch between user intentions and/or user actions and the
system attributes and behaviour
Note 1 to entry: Typical usability defects include the following:
— additional unnecessary steps not required as part of completing a task;
— misleading information;
— insufficient and/or poor information on the user interface;
— unexpected system responses;
— limitations in navigation;
— inefficient use error recovery mechanisms;
— physical characteristics of the user interface that are not suitable for the physical characteristics of the user.
Note 2 to entry: Deviations of product attributes of the object of evaluation from established criteria are also
usability defects.
3.18
usability finding
identified usability defect and/or usability problem or positive usability-related attribute
3.19
usability problem
situation during use resulting in poor effectiveness, efficiency or satisfaction
3.20
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 might be aware or unaware that a use error has occurred.
Note 4 to entry: An unexpected physiological response of the patient is not by itself considered a use error.
Note 5 to entry: A malfunction of an interactive system that causes an unexpected result is not considered a
use error.
[SOURCE: IEC 62366-1:2015, 3.21; modified, Medical device replaced by interactive system, Notes
changed]
3.21
user
person who interacts with a system, product or service
Note 1 to entry: Users include people who operate a system, people who use the output provided by a system and
people who conduct support tasks using the system (including maintenance and training).
Note 2 to entry: According to ISO/IEC 25010, User is defined as “individual or group that interacts with a system
or benefits from a system during its utilization”.
4 © ISO/IEC 2016 – All rights reserved
---------------------- Page: 11 ----------------------
ISO/IEC 25066:2016(E)
Note 3 to entry: Primary and secondary users interact with a system, and primary and indirect users can benefit
from a system. This definition includes a broader understanding of individuals and organisations that act as users.
[SOURCE: ISO 26800:2011, 2.10; modified, Notes changed]
3.22
user-based evaluation
evaluation that involves representative users performing tasks with the system to enable identification
of usability problems and/or measurements of efficiency, effectiveness, user satisfaction or other user
experiences
3.23
user experience
a person’s perceptions and responses that result from the use and/or anticipated use of a product,
system or service
Note 1 to entry: User experience includes all the users’ emotions, beliefs, preferences, perceptions, physical and
psychological responses, 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 the interactive system, the user’s internal and
physical state resulting from prior experiences, attitudes, skills and personality, and the context of use.
Note 3 to entry: Usability, when interpreted from the perspective of the users’ personal goals, can include the
kind of perceptual and emotional aspects typically associated with user experience. Usability criteria can be
used to assess aspects of user experience.
[SOURCE: ISO 9241-210:2010, 2.15]
3.24
user need
prerequisite identified as necessary for an user, or a set of users, to achieve an intended outcome,
implied or stated within a specific context of use
EXAMPLE 1 A presenter (user) needs to know how much time is left (prerequisite) in order to complete the
presentation in time (intended outcome) during a presentation with a fixed time limit (context of use).
EXAMPLE 2 An account manager (user) needs to know the number of invoices received and their amounts
(prerequisite), in order to complete the daily accounting log (intended outcome) as part of monitoring the cash
flow (context of use).
Note 1 to entry: A user need is independent of any proposed solution for that need.
Note 2 to entry: User needs are identified based on various approaches including interviews with users,
observations, surveys, evaluations, expert analysis, etc.
Note 3 to entry: User needs often represent gaps (or discrepancies) between what should be and what is.
Note 4 to entry: User needs are transformed into user requirements considering the context of use, user priorities,
trade-offs with other system requirements and constraints.
[SOURCE: ISO/IEC 25064:2013, 4.19]
3.25
user requirements
usage requirements
requirements for use that provide the basis for design and evaluation of interactive systems to meet
identified user needs
Note 1 to entry: User requirements are derived from user needs, characteristics and capabilities in order to make
use of the system in an effective, efficient, safe and satisfying manner.
Note 2 to entry: User requirements specify the extent to which user needs, characteristics and capabilities are to
be met when using the system. They are not requirements on the users.
© ISO/IEC 2016 – All rights reserved 5
---------------------- Page: 12 ----------------------
ISO/IEC 25066:2016(E)
Note 3 to entry: In software-engineering terms, user requirements comprise both “functional” and “non-
functional” requirements based on user needs and capabilities.
[SOURCE: ISO/IEC TR 25060:2010, 2.21]
4 Purpose and types of usability evaluations
4.1 Purpose of an evaluation
The content of a usability evaluation report varies based on the purpose of the evaluation. An evaluation
could be performed to test whether specified user requirements have been implemented or to test
whether specified accessibility recommendations have been implemented. Or an evaluation could be
performed as the basis for a procurement decision. This International Standard describes the contents
of usability evaluation reports produced for a broad range of usability evaluation objectives.
The purpose of ISO/IEC 25062 is to facilitate incorporation of usability as part of the procurement
decision-making process for software to assist in judging if a product meets usability goals. Examples
of decisions include purchasing, upgrading and automating. ISO/IEC 25062 is an example of a user
observation report for performance measurement in accordance with Annex A. ISO/IEC 25062 provides
a common format for human factors engineers and usability professionals in supplier companies to
report the methods and results of usability tests to customer organizations. Since the procurement
environment is the intended audience, ISO/IEC 25062 is more prescriptive in the format and the
required elements.
4.2 Types of usability evaluations
Usability evaluation is a systematic process using one of the following types of evaluation approaches.
The content of an evaluation report depends on the type of evaluation approach used.
The classification of evaluation approaches described below is used in Clause 2.
a) Inspection to identify usability defects and potential usability problems including:
— deviations of t
...
FINAL
INTERNATIONAL ISO/IEC
DRAFT
STANDARD FDIS
25066
ISO/IEC JTC 1/SC 7
Systems and software engineering —
Secretariat: SCC
Systems and software Quality
Voting begins
on: 2016-02-15 Requirements and Evaluation
(SQuaRE) — Common industry Format
Voting terminates
on: 2016-04-15
for Usability — Evaluation Report
Ingénierie des systèmes et du logiciel — Exigences de qualité et
évaluation des systèmes et du logiciel (SQuaRE) — Format de
l’industrie commune pour l’utilisation — Rapport d’évaluation
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/IEC FDIS 25066:2016(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/IEC 2016
---------------------- Page: 1 ----------------------
ISO/IEC FDIS 25066:2016(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO/IEC 2016, Published in Switzerland
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form
or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior
written permission. Permission can be requested from either ISO at the address below or ISO’s member body in the country of
the requester.
ISO copyright office
Ch. de Blandonnet 8 • CP 401
CH1214 Vernier, Geneva, Switzerland
Tel. +41 22 749 01 11
Fax +41 22 749 09 47
copyright@iso.org
www.iso.org
ii © ISO/IEC 2016 – All rights reserved
---------------------- Page: 2 ----------------------
ISO/IEC FDIS 25066:2016(E)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Conformance . 1
3 Terms and definitions . 1
4 Purpose and types of usability evaluations . 6
4.1 Purpose of an evaluation . 6
4.2 Types of usability evaluations . 6
4.3 Assessing conformity of the object of evaluation against specified criteria . 7
5 Content elements of usability evaluation reports . 9
5.1 Selecting content elements . 9
5.2 Description of the content elements for each type of evaluation .10
5.2.1 Executive summary (if used) .10
5.2.2 Description of the object of evaluation .10
5.2.3 Purpose of the evaluation .11
5.2.4 Method .12
5.2.5 Procedure .16
5.2.6 Results .21
5.2.7 Interpretation of results and recommendations .24
5.2.8 Additional content for conformity assessment (as part of a usability
evaluation report) .24
Annex A (normative) Overview on required and recommended content elements for each
type of evaluation .26
Annex B (informative) Usability test report example .30
Bibliography .38
© ISO/IEC 2016 – All rights reserved iii
---------------------- Page: 3 ----------------------
ISO/IEC FDIS 25066:2016(E)
Foreword
ISO (the International Organization for Standardization) and IEC (the International Electrotechnical
Commission) form the specialized system for worldwide standardization. National bodies that are
members of ISO or IEC participate in the development of International Standards through technical
committees established by the respective organization to deal with particular fields of technical
activity. ISO and IEC technical committees collaborate in fields of mutual interest. Other international
organizations, governmental and nongovernmental, in liaison with ISO and IEC, also take part in the
work. In the field of information technology, ISO and IEC have established a joint technical committee,
ISO/IEC JTC 1.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for
the different types of document should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject
of patent rights. ISO and IEC shall not be held responsible for identifying any or all such patent
rights. Details of any patent rights identified during the development of the document will be in the
Introduction and/or on the ISO list of patent declarations received (see www.iso.org/patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the meaning of ISO specific terms and expressions related to conformity
assessment, as well as information about ISO’s adherence to the WTO principles in the Technical
Barriers to Trade (TBT), see the following URL: Foreword — Supplementary information.
The committee responsible for this document is ISO/TC 159, Ergonomics, Subcommittee SC 4,
Ergonomics of human-system interaction and Joint Technical Committee ISO/IEC JTC 1, Information
technology, Subcommittee SC 7, Software and system engineering.
iv © ISO/IEC 2016 – All rights reserved
---------------------- Page: 4 ----------------------
ISO/IEC FDIS 25066:2016(E)
Introduction
The human-centred design approach of ISO 9241-210 is well established and focuses specifically on
making systems usable. Usability can be achieved by applying human-centred design throughout
the lifecycle. In order to enable a human-centred approach to be adopted, it is important that all the
relevant types of information related to usability (information items) are identified and communicated.
The identification and communication of relevant types of information related to usability enables the
design and testing of the usability of a system.
This International Standard provides a framework and consistent terminology for reporting the evaluation
of an interactive system. It is intended to assist usability specialists and developers in documenting and
communicating usability-related information as part of the system development lifecycle.
The Common Industry Format (CIF) for Usability family of International Standards is described
in ISO/IEC TR 25060 and is part of the SQuaRE (Systems and software Quality Requirements and
Evaluation) series of standards on systems and software product quality requirements and evaluation
1) 2) 3)
(ISO/IEC 25000 , ISO/IEC 25001, ISO/IEC 25021 , ISO/IEC 25023 , ISO/IEC 25040, ISO/IEC 25041 and
ISO/IEC 25051).
The CIF family of standards uses definitions that are consistent with the ISO 9241 series of standards
(Ergonomics of human-system interaction), as this is the terminology that is normally used for this
subject matter. In some cases, these definitions differ from those in ISO/IEC 25000.
CIF standards are published or planned for the following information:
— Common Industry Format (CIF) for usability test reports (ISO/IEC 25062);
NOTE ISO/IEC 25062 provides more detail for the content of a user observation report for
performance measurement.
— Context of use description (ISO/IEC 25063);
— User needs report (ISO/IEC 25064);
— User requirements specification (ISO/IEC 25065);
— Evaluation reports (ISO/IEC 25066);
— User interaction specification (planned);
— User interface specification (planned);
— Field data report (planned).
The CIF standards are part of the “Extension Division” of the ISO/IEC 25000 SQuaRE series of
International Standards. Table 1 presents an overview of the structure and the contents of the SQuaRE
series of International Standards.
1) Withdrawn.
2) Withdrawn.
3) Under development.
© ISO/IEC 2016 – All rights reserved v
---------------------- Page: 5 ----------------------
ISO/IEC FDIS 25066:2016(E)
Table 1 — Organization of SQuaRE series of International Standards
SQuaRE Architecture and Sub-projects
Quality Model Division
Quality Requirement Division Quality Management Division Quality Evaluation Division
Quality Measurement
SQuaRE Extension Division
Requirements for quality of Ready to Use Software Requirements for quality of Ready to Use Software
Product (RUSP) and instructions for testing (ISO/ Product (RUSP) and instructions for testing (ISO/
IEC 25051) IEC 25051)
Figure 1 — Relationship of CIF documents to human-centred design in ISO 9241-210 and system
lifecycle processes in ISO/IEC 15288
Figure 1 illustrates the interdependence of these information items with the humancentred design
activities described in ISO 9241-210, as well as the corresponding System Life Cycle processes described
4)
in ISO/IEC 15288 .
The following discussion also serves as alternative text for the figure.
The figure depicts the activities as a set of intersecting circles. The circles overlap to represent that the
activities are not separate, but rather overlapping in time and scope, and the outcome of each activity
provides the input to one or more other activities. As each human-centred design activity can provide
input to any other, no starting point, end point, or linear process is intended.
The humancentred design is composed of four interacting activities represented as overlapping circles
in the diagram where User Needs are at the centre.
4) Withdrawn. Replaced with ISO/IEC/IEEE 15288:2015.
vi © ISO/IEC 2016 – All rights reserved
---------------------- Page: 6 ----------------------
ISO/IEC FDIS 25066:2016(E)
The first activity involves Context of Use. Human-centred design relies on user needs that are first
identified during of the Context of Use analysis. User needs are documented in the User needs report
(ISO/IEC 25064), which is an intermediate deliverable that links the Context of Use Description
(ISO/IEC 25063) that contains information about the users, their tasks and the organizational and
physical environment, to the user requirements. These items are developed during the Stakeholders
requirements definition process described in ISO/IEC 15288.
The second activity involves Derived Requirements. The User requirements specification
(ISO/IEC 25065) provides the basis for design and evaluation of interactive systems to meet the user
needs. User requirements are developed in conjunction with and from part of the overall requirements
specification of an interactive system.
The third activity involves Designed Solutions. The “Produce design solutions” activity focuses
on designing user interaction that meets user requirements. This activity takes place during the
Architectural Design, Implementation, and Integration processes described in ISO/IEC 15288 and
produces the information items “User interaction specification” and the “User interface specification”.
The fourth activity involves Evaluation Results. The “Evaluate” activity starts at the earliest stages
in the project, evaluating design concepts to obtain a better understanding of the user needs. Design
solutions can be evaluated multiple times as the interactive system is being developed and can produce
various types of evaluation reports and usability data such as that described in ISO/IEC 25062. These
evaluations can support the ISO/IEC 15288 Validation Process that confirms that the system complies
with the stakeholders’ requirements.
© ISO/IEC 2016 – All rights reserved vii
---------------------- Page: 7 ----------------------
FINAL DRAFT INTERNATIONAL STANDARD ISO/IEC FDIS 25066:2016(E)
Systems and software engineering — Systems and software
Quality Requirements and Evaluation (SQuaRE) — Common
industry Format for Usability — Evaluation Report
1 Scope
This International Standard describes the Common Industry Format (CIF) for reporting usability
evaluations. It provides a classification of evaluation approaches and the specifications for the content
items (content elements) to be included in an evaluation report based on the selected evaluation
approach(es). The intended users of the usability evaluation reports are identified, as well as the
situations in which the usability evaluation report can be applied.
The usability evaluation reports in this International Standard are applicable to software and
hardware systems, products or services used for predefined tasks (excluding generic products, such
as a display screen or a keyboard). The content elements are intended to be used as part of system-
level documentation resulting from development processes such as those in ISO 9241210 and
ISO/IEC JTC 1/SC 7 process standards.
The content elements for documenting evaluations can be integrated in any type of process model.
NOTE For the purpose of establishing process models, ISO/IEC TR 24774 and ISO/IEC 33020 specify the
format and conformance requirements for process models, respectively. In addition, ISO/IEC 15289 defines
the types and content of information items developed and used in process models for system and software
lifecycle management. ISO/IEC 15504-5 and ISO/IEC 15504-6 (to be replaced by ISO/IEC 33060) define work
products, including information items, for the purpose of process capability assessment. Process models and
associated information items for human-centred design of interactive systems are contained in ISO/TR 18529
and ISO/TS 18152.
2 Conformance
An evaluation report conforms to this International Standard if it contains all the required content
elements in Clause 5 that are applicable to the type(s) of evaluation, including:
— additional optional content elements that were selected to be part of the evaluation;
— the content elements for the conformity assessment (if used).
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
NOTE The CIF family of standards uses definitions that are consistent with the ISO 9241 series of standards,
as this is the terminology that is normally used for this subject matter. In some cases, these definitions differ
from those in ISO/IEC 25000.
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 characteristics and capabilities to achieve a specified goal in a
specified context of use
Note 1 to entry: Context of use includes direct use or use supported by assistive technologies.
[SOURCE: ISO 26800:2011, 2.1; modified, Note 2 to entry deleted]
© ISO/IEC 2016 – All rights reserved 1
---------------------- Page: 8 ----------------------
ISO/IEC FDIS 25066:2016(E)
3.2
action
user behaviour that a system accepts as a request for a particular operation
[SOURCE: ISO/IEC TR 11580:2007, 2.3; modified, Example deleted]
3.3
conformity assessment
demonstration that specified requirements relating to a product, process, system, person or body
are fulfilled
[SOURCE: ISO/IEC 17000:2004, 2.1; modified, Notes deleted]
3.4
context of use
users, tasks, equipment (hardware, software and materials), and the physical and social environments
in which a product is used
[SOURCE: ISO 9241-11:1998, 3.5]
3.5
dialogue
interaction between a user and an interactive system as a sequence of user actions (inputs) and system
responses (outputs) in order to achieve a goal
Note 1 to entry: User actions include not only entry of data but also navigational actions of the user.
Note 2 to entry: Dialogue refers to both the form (syntax) and the meaning (semantics) of interaction.
[SOURCE: ISO 9241-110:2006, 3.2]
3.6
effectiveness
accuracy and completeness with which users achieve specified goals
[SOURCE: ISO 9241-11:1998, 3.2]
3.7
efficiency
resources expended in relation to the accuracy and completeness with which users achieve goals
[SOURCE: ISO 9241-11:1998, 3.3]
3.8
goal
intended outcome
[SOURCE: ISO 9241-11:1998, 3.8]
3.9
information item
separately identifiable body of information that is produced and stored for human use during a system
or software life cycle
[SOURCE: ISO/IEC/IEEE 15289:2011, 5.7]
3.10
inspection-based evaluation
evaluation based on the judgment of one or more evaluator(s) who examine or use a system to identify
potential usability problems (including deviations from established criteria)
Note 1 to entry: The evaluators making the inspections typically are usability specialists but can also include end
users and members of the design team.
2 © ISO/IEC 2016 – All rights reserved
---------------------- Page: 9 ----------------------
ISO/IEC FDIS 25066:2016(E)
Note 2 to entry: Established criteria typically include user requirements, usability guidelines in standards,
design conventions contained in manufacturer guidelines and style guides, task models to be supported, as well
as standardized principles.
Note 3 to entry: The evaluation can be conducted with or without the help of reference documents.
Note 4 to entry: Inspection-based evaluation is a generic term for methods that include but are not limited
to heuristic evaluation, cognitive walkthroughs, standards inspection, pluralistic walkthroughs, and
consistency inspections.
Note 5 to entry: Inspection-based evaluation can be conducted by machines in some cases, e.g. when consistency
with required terminology is being evaluated. In this case, the machine represents the evaluator.
3.11
requirement
condition or capability that must be met or possessed by a system, system component, product, or
service to satisfy an agreement, standard, specification, or other formally imposed documents
[SOURCE: ISO/IEC/IEEE 24765:2010, 3.2506, Clause 4.]
3.12
satisfaction
freedom from discomfort, and positive attitudes towards the use of the product
[SOURCE: ISO 9241-11:1998, 3.4]
3.13
stakeholder
individual or organization having a right, share, claim, or interest in a system or in its possession of
characteristics that meet their needs and expectations
[SOURCE: ISO/IEC/IEEE 15288:2015, 4.1.44]
3.14
system
combination of interacting elements organized to achieve one or more stated purposes
Note 1 to entry: A system may be considered as a product or as the services it provides.
Note 2 to entry: In practice, the interpretation of its meaning is frequently clarified by the use of an associative
noun, e.g. aircraft system. Alternatively, the word system may be substituted simply by a context dependent
synonym, e.g. aircraft, though this may then obscure a system principles perspective.
[SOURCE: ISO/IEC/IEEE 15288:2015, 4.1.46; modified, Note 3 to entry deleted]
3.15
task
activities required to achieve a goal
5)
Note 1 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 dialogue system.
[SOURCE: ISO 9241-11:1998, 3.9; modified, Notes changed]
3.16
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: According to ISO/IEC 25010, “Usability can either be specified or measured as a product quality
characteristic in terms of its sub-characteristics, or specified or measured directly by measures that are a subset
of quality in use.” The definition of usability in this International Standard is consistent with the second approach.
5) Under preparation.
© ISO/IEC 2016 – All rights reserved 3
---------------------- Page: 10 ----------------------
ISO/IEC FDIS 25066:2016(E)
[SOURCE: ISO 9241-210:2010, 2.13; modified, Notes changed]
3.17
usability defect
product attribute(s) that lead(s) to a mismatch between user intentions and/or user actions and the
system attributes and behaviour
Note 1 to entry: Typical usability defects include the following:
— additional unnecessary steps not required as part of completing a task;
— misleading information;
— insufficient and/or poor information on the user interface;
— unexpected system responses;
— limitations in navigation;
— inefficient use error recovery mechanisms;
— physical characteristics of the user interface that are not suitable for the physical characteristics of the user.
Note 2 to entry: Deviations of product attributes of the object of evaluation from established criteria are also
usability defects.
3.18
usability finding
identified usability defect and/or usability problem or positive usability-related attribute
3.19
usability problem
situation during use resulting in poor effectiveness, efficiency or satisfaction
3.20
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 might be aware or unaware that a use error has occurred.
Note 4 to entry: An unexpected physiological response of the patient is not by itself considered use error.
Note 5 to entry: A malfunction of an interactive system that causes an unexpected result is not considered a use
error.
[SOURCE: IEC 62366-1:2015, 3.21; modified, Medical device replaced by interactive system, Notes
changed]
3.21
user
person who interacts with a system, product or service
Note 1 to entry: Users include people who operate a system, people who use the output provided by a system and
people who conduct support tasks using the system (including maintenance and training).
Note 2 to entry: According to ISO/IEC 25010, User is defined as “individual or group that interacts with a system
or benefits from a system during its utilization”.
4 © ISO/IEC 2016 – All rights reserved
---------------------- Page: 11 ----------------------
ISO/IEC FDIS 25066:2016(E)
Note 3 to entry: Primary and secondary users interact with a system, and primary and indirect users can benefit
from a system. This definition includes a broader understanding of individuals and organisations that act as users.
[SOURCE: ISO 26800:2011, 2.10; modified, Notes changed]
3.22
user-based evaluation
evaluation that involves representative users performing tasks with the system to enable identification
of usability problems and/or measurements of efficiency, effectiveness, user satisfaction or other
user experiences
3.23
user experience
a person’s perceptions and responses that result from the use and/or anticipated use of a product,
system or service
Note 1 to entry: User experience includes all the users’ emotions, beliefs, preferences, perceptions, physical and
psychological responses, 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 the interactive system, the user’s internal and
physical state resulting from prior experiences, attitudes, skills and personality, and the context of use.
Note 3 to entry: Usability, when interpreted from the perspective of the users’ personal goals, can include the
kind of perceptual and emotional aspects typically associated with user experience. Usability criteria can be
used to assess aspects of user experience.
[SOURCE: ISO 9241-210:2010, 2.15]
3.24
user need
prerequisite identified as necessary for an user, or a set of users, to achieve an intended outcome,
implied or stated within a specific context of use
EXAMPLE 1 A presenter (user) needs to know how much time is left (prerequisite) in order to complete the
presentation in time (intended outcome) during a presentation with a fixed time limit (context of use).
EXAMPLE 2 An account manager (user) needs to know the number of invoices received and their amounts
(prerequisite), in order to complete the daily accounting log (intended outcome) as part of monitoring the cash
flow (context of use).
Note 1 to entry: A user need is independent of any proposed solution for that need.
Note 2 to entry: User needs are identified based on various approaches including interviews with users,
observations, surveys, evaluations, expert analysis, etc.
Note 3 to entry: User needs often represent gaps (or discrepancies) between what should be and what is.
Note 4 to entry: User needs are transformed into user requirements considering the context of use, user priorities,
trade-offs with other system requirements and constraints.
[SOURCE: ISO/IEC 25064:2013, 4.19]
3.25
user requirements
usage requirements
requirements for use that provide the basis for design and evaluation of interactive systems to meet
identified user needs
Note 1 to entry: User requirements are derived from user needs, characteristics and capabilities in order to make
use of the system in an effective, efficient, safe and satisfying manner.
Note 2 to entry: User requirements specify the extent to which user needs, characteristics and capabilities are to
be met when using the system. They are not requirements on the users.
© ISO/IEC 2016 – All rights reserved 5
---------------------- Page: 12 ----------------------
ISO/IEC FDIS 25066:2016(E)
Note 3 to entry: In software-engineering terms, user requirements comprise both “functional” and “non-
functional” requirements based on user needs and capabilities.
[SOURCE: ISO/IEC TR 25060:2010, 2.21]
4 Purpose and types of usability evaluations
4.1 Purpose of an evaluation
The content of a usability evaluation report varies based on the purpose of the evaluation. An evaluation
could be performed to test whether specified user requirements have been implemented or to test
whether specified accessibility recommendations have been implemented. Or an evaluation could be
performed as the basis for a procurement decision. This International Standard describes the contents
of usability evaluation reports produced for a broad range of usability evaluation objectives.
The purpose of ISO/IEC 25062 is to facilitate incorporation of usability as part of the procurement
decision-making process for software to assist in judging if a product meets usability goals. Examples
of decisions include purchasing, upgrading and automating. ISO/IEC 25062 is an example of a user
observation report for performance measurement in accordance with Annex A. ISO/IEC 25062 provides
a common format for human factors engineers and usability professionals in supplier companies to
report the methods and results of usabilit
...
NORME ISO/IEC
INTERNATIONALE 25066
Première édition
2016-06-15
Ingénierie des systèmes et du
logiciel — Exigences de qualité et
évaluation des systèmes et du logiciel
(SQuaRE) — Format de l'industrie
commune pour l'utilisation — Rapport
d'évaluation
Systems and software engineering — Systems and software Quality
Requirements and Evaluation (SQuaRE) — Common Industry Format
(CIF) for Usability — Evaluation Report
Numéro de référence
ISO/IEC 25066:2016(F)
©
ISO/IEC 2016
---------------------- Page: 1 ----------------------
ISO/IEC 25066:2016(F)
DOCUMENT PROTÉGÉ PAR COPYRIGHT
© ISO/IEC 2016
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.
ISO copyright office
Case postale 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Genève
Tél.: +41 22 749 01 11
Fax: +41 22 749 09 47
E-mail: copyright@iso.org
Web: www.iso.org
Publié en Suisse
ii © ISO/IEC 2016 – Tous droits réservés
---------------------- Page: 2 ----------------------
ISO/IEC 25066:2016(F)
Sommaire Page
Avant-propos .iv
Introduction .v
1 Domaine d'application . 1
2 Conformité . 1
3 Termes et définitions . 1
4 Objets et types d’évaluations d’utilisabilité . 6
4.1 Objet d’une évaluation . 6
4.2 Types des évaluations de l’utilisabilité . 7
4.3 Évaluation de la conformité de l'objet de l'évaluation par rapport à des critères
spécifiques . 8
5 Éléments du contenu des rapports d'évaluation de l’utilisabilité .10
5.1 Sélection des éléments de contenu .10
5.2 Description des éléments de contenu pour chaque type d'évaluation .11
5.2.1 Résumé (si utilisé) .11
5.2.2 Description de l’objet de l'évaluation .11
5.2.3 Objet de l’évaluation .12
5.2.4 Méthode .13
5.2.5 Procédure .18
5.2.6 Résultats .23
5.2.7 Interprétation des résultats et recommandations.26
5.2.8 Ajout de contenu pour l’évaluation de la conformité (dans le cadre du
rapport d’évaluation de l’utilisabilité) .27
Annexe A (normative) Aperçu général des éléments du contenu recommandés ou requis
pour chaque type d’évaluation .28
Annexe B (informative) Exemple de rapport de test d’utilisabilité .32
Bibliographie .40
© ISO/IEC 2016 – Tous droits réservés iii
---------------------- Page: 3 ----------------------
ISO/IEC 25066:2016(F)
Avant-propos
L'ISO (Organisation internationale de normalisation) et l’IEC (Commission électrotechnique
internationale) forment le système spécialisé de la normalisation mondiale. Les organismes
nationaux membres de l'ISO ou de l’IEC participent au développement de Normes internationales
par l'intermédiaire des comités techniques créés par l'organisation concernée afin de s'occuper des
domaines particuliers de l'activité technique. Les comités techniques de l'ISO et de l'IEC collaborent
dans des domaines d'intérêt commun. D'autres organisations internationales, gouvernementales et non
gouvernementales, en liaison avec l'ISO et l’IEC, participent également aux travaux. Dans le domaine
des technologies de l'information, l'ISO et l’IEC ont créé un comité technique mixte, l'ISO/IEC JTC 1.
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 et l’IEC ne sauraient être tenues pour
responsables 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/ patents).
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 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'OMC concernant les obstacles techniques au commerce (OTC), voir le lien suivant: Avant-propos –
Informations supplémentaires.
Le comité chargé de l'élaboration du présent document est l'ISO/TC 159, Ergonomie, sous-comité SC 4,
Ergonomie de l'interaction homme/système et le comité technique mixte ISO/IEC JTC 1, Technologies de
l'information, sous-comité SC 7, Ingénierie des systèmes et du logiciel.
iv © ISO/IEC 2016 – Tous droits réservés
---------------------- Page: 4 ----------------------
ISO/IEC 25066:2016(F)
Introduction
L’approche de conception centrée sur l’opérateur humain de l’ISO 9241-210 est bien établie et s’emploie
spécifiquement à rendre les systèmes utilisables. L’utilisabilité peut être obtenue en appliquant une
démarche de conception centrée sur l’opérateur tout au long du cycle de vie. Pour qu’une approche
centrée sur l’opérateur humain puisse être adoptée, il est important d’identifier et de communiquer
tout type d’information pertinente relevant de l’utilisabilité (éléments d’information). L’identification et
la communication des types d’information pertinente relevant de l’utilisabilité permettent de concevoir
et d’éprouver l’utilisabilité d’un système.
La présente Norme internationale fournit un cadre et une terminologie cohérente permettant de rendre
compte des évaluations d’un système interactif. Elle a pour but d’aider les spécialistes en utilisabilité et
les développeurs à documenter et communiquer les informations relatives à l’utilisabilité dans le cadre
du cycle de vie du développement de systèmes.
Le Format commun de l'industrie (CIF) applicable à la famille de Normes internationales «Utilisabilité»
est décrit dans l’ISO/IEC TR 25060 et fait partie de la série de normes SQuaRE (Exigences de
1) 2)
qualité et évaluation des systèmes et du logiciel) (ISO/IEC 25000 , ISO/IEC 25001, ISO/IEC 25021 ,
3)
ISO/IEC 25023 , ISO/IEC 25040, ISO/IEC 25041 et ISO/IEC 25051), relatives aux exigences de qualité et
d’évaluation des systèmes et du produit logiciel.
La famille de normes CIF utilise des définitions qui sont conformes à la série de normes ISO 9241
(Ergonomie de l’interaction homme-système), car il s’agit de la terminologie usuelle propre à ce
domaine. Dans certains cas, ces définitions sont différentes de celles données dans l’ISO/IEC 25000.
Les normes CIF sont publiées et prévues pour les éléments d’information suivants:
— Format commun de l'industrie (CIF) pour les rapports d’essai de rentabilité (ISO/IEC 25062);
NOTE L’ISO/IEC 25062 fournit davantage de détails sur le contenu des rapports d’observation utilisateur
en matière de mesure des performances.
— Description du contexte d’utilisation (ISO/IEC 25063);
— Rapport sur les besoins de l’utilisateur (ISO/IEC 25064);
— Spécification des exigences utilisateur (ISO/IEC 25065);
— Rapports d’évaluation (ISO/IEC 25066);
— Spécification de l’interaction avec l’utilisateur (prévue);
— Spécification de l’interface utilisateur (prévue);
— Rapport sur les données de terrain (prévue).
Les normes CIF font partie de la «Division réservée au développement» de la série SQuaRE de Normes
internationales ISO/IEC 25000. Le Tableau 1 présente une synthèse de la structure et du contenu de la
série SQuaRE de Normes internationales.
1) Annulée.
2) Annulée.
3) En cours d'élaboration.
© ISO/IEC 2016 – Tous droits réservés v
---------------------- Page: 5 ----------------------
ISO/IEC 25066:2016(F)
Tableau 1 — Organisation de la série SQuaRE de Normes internationales
Architecture et sous-projets SQuaRE
ISO/IEC 2501n: Division
Modèle de qualité
ISO/IEC 2503n: Division ISO/IEC 2500n: Division ISO/IEC 2504n: Division
Exigences de qualité Gestion de la qualité Évaluation de la qualité
ISO/IEC 2502n: Division
Mesurage de la qualité
Division réservée au développement de la série SQuaRE ISO/IEC 25050 – 25099
ISO/IEC 25051: Exigences de qualité
pour les progiciels ISO/IEC 2506n Division Format commun de l'industrie
et instructions d'essai
Figure 1 — Relation entre les documents CIF et la conception centrée sur l’utilisateur dans
l’ISO 9241-210 et les processus du cycle de vie d’un système dans l’ISO/IEC 15288
La Figure 1 illustre l’interdépendance existant entre ces éléments d’information et les activités de
conception centrée sur l’opérateur humain décrites dans l’ISO 9241-210, ainsi que les processus du
4)
cycle de vie du système correspondants décrits dans l’ISO/IEC 15288 .
Les discussions suivantes servent aussi de texte alternatif pour la figure.
Cette figure présente les activités sous forme d’un ensemble de zones d’intersection. Les cercles qui
se chevauchent représentent les activités qui ne sont pas distinctes, mais qui, plutôt, se recoupent en
termes de durée et de domaine d’application; ainsi, le résultat de chaque activité fournit des éléments
d’entrée à une ou plusieurs activités. Étant donné que chaque activité de conception centrée sur
l’opérateur humain peut fournir des éléments d’entrée à toute autre activité, cette figure ne présente
aucun point de départ, point d’arrivée ni de processus linéaire.
4) Annulée. Remplacée par l'ISO/IEC/IEEE 15288_2015.
vi © ISO/IEC 2016 – Tous droits réservés
---------------------- Page: 6 ----------------------
ISO/IEC 25066:2016(F)
La conception centrée sur l'opérateur humain est composée de quatre activités interactives représentées
par des cercles qui se chevauchent dans le schéma avec, au centre, les besoins des utilisateurs.
La première activité comprend le contexte d'utilisation. La conception centrée sur l’opérateur humain
repose sur les besoins de l’utilisateur qui sont d’abord identifiés au cours de l’analyse du contexte
d’utilisation. Les besoins de l’utilisateur sont documentés dans le rapport sur les besoins de l’utilisateur
(ISO/IEC 25064), qui constitue un livrable intermédiaire servant de lien entre la Description du
contexte d’utilisation (ISO/IEC 25063) - qui contient des informations sur les utilisateurs, leurs tâches et
l’environnement organisationnel et physique - et les exigences utilisateur. Ces éléments sont développés
lors du processus de définition des exigences des parties prenantes décrit dans l’ISO/IEC 15288.
La deuxième activité comprend les exigences dérivées. La spécification des exigences utilisateur
(ISO/IEC 25065) fournit les éléments nécessaires à la conception et à l'évaluation des systèmes
interactifs permettant de répondre aux besoins des utilisateurs. Les exigences utilisateur sont élaborées
conjointement avec, et à partir de, la spécification des exigences générales d'un système interactif.
La troisième activité comprend les solutions de conception. L’activité intitulée «Produire des solutions
de conception» se concentre sur la conception d’interactions utilisateur répondant aux exigences
utilisateur. Cette activité intervient lors des processus de conception architecturale, d’implémentation et
d’intégration décrits dans l’ISO/IEC 15288 et produit les éléments d’information intitulés «Spécification
de l’interaction de l’utilisateur» et «Spécification de l’interface utilisateur».
La quatrième activité comprend l’évaluation des résultats. L’activité intitulée «Évaluer (la conception)»
démarre dès les premières phases du projet, en évaluant les principes de conception conduisant à une
meilleure compréhension des besoins de l’utilisateur. Les solutions de conception peuvent être évaluées
à maintes reprises au fur et à mesure du développement des systèmes interactifs et peuvent produire
différents types de rapport d’évaluation et de données d’utilisabilité telles que ceux décrits dans
l’ISO/IEC 25062. Ces évaluations peuvent également prendre en charge le processus de validation de
l’ISO/IEC 15288 qui confirme la conformité du système avec les exigences des parties prenantes.
© ISO/IEC 2016 – Tous droits réservés vii
---------------------- Page: 7 ----------------------
NORME INTERNATIONALE ISO/IEC 25066:2016(F)
Ingénierie des systèmes et du logiciel — Exigences de
qualité et évaluation des systèmes et du logiciel (SQuaRE)
— Format de l'industrie commune pour l'utilisation —
Rapport d'évaluation
1 Domaine d'application
La présente Norme internationale décrit le Format commun de l'industrie (CIF) pour l’élaboration de
rapports sur les évaluations d’utilisabilité. Elle fournit une classification des approches d’évaluation
et les spécifications relatives aux éléments du contenu devant être inclus dans le rapport d’évaluation
en fonction de l’approche ou des approches de l’évaluation sélectionnée. Les utilisateurs potentiels des
rapports d’évaluation de l'utilisabilité ainsi que les situations auxquelles le rapport d’évaluation de
l’utilisabilité peut être appliqué sont identifiés.
Les rapports d’évaluation de l'utilisabilité de cette Norme internationale s’appliquent aux systèmes,
produits ou services logiciels et matériels utilisés dans le cadre de tâches prédéfinies (à l’exception des
produits génériques, tels qu’un écran d’affichage ou un clavier). Les éléments du contenu sont destinés
à être utilisés dans le cadre de documents relatifs au niveau système, résultant des processus de
développement tels que ceux figurant dans l’ISO 9241-210 et dans les normes de processus de l’ISO/IEC
JTC 1/SC 7.
Les éléments du contenu des évaluations de documentation peuvent être intégrés dans tous les types
de modèles de processus.
NOTE En vue d’établir des modèles de processus, l’ISO/IEC TR 24774 et l’ISO/IEC 33020 spécifient
respectivement les exigences de format et de conformité applicables aux modèles de processus. En outre,
l’ISO/IEC 15289 définit les types et le contenu des éléments d’information élaborés et utilisés dans les modèles de
processus dans le cadre de la gestion du cycle de vie du système et du logiciel. L’ISO/IEC 15504-5 et l’ISO/IEC 15504-6
(à remplacer par l’ISO/IEC 33060) définissent les produits fabriqués, y compris les éléments d’information,
à des fins d’évaluation de la capacité des procédés (ou processus). Les modèles de processus et les éléments
d’information associés à la conception centrée sur l’opérateur humain des systèmes interactifs sont contenus
dans l’ISO/TR 18529 et l’ISO/TS 18152.
2 Conformité
Un rapport d’évaluation est conforme à la présente Norme internationale s’il contient toutes les éléments
du contenu requis par l’Article 5 qui sont applicables au(x) type(s) d’évaluation, y compris:
— éléments du contenu supplémentaires facultatifs ayant été sélectionnés pour faire partie de
l’évaluation;
— éléments du contenu nécessaires à l’évaluation de la conformité (si utilisés).
3 Termes et définitions
Pour les besoins du présent document, les termes et définitions suivants s'appliquent.
NOTE La famille de normes CIF utilise des définitions qui sont conformes à la série de normes ISO 9241 car il
s’agit de la terminologie usuelle propre à ce domaine. Dans certains cas, ces définitions sont différentes de celles
données dans l’ISO/IEC 25000.
© ISO/IEC 2016 – Tous droits réservés 1
---------------------- Page: 8 ----------------------
ISO/IEC 25066:2016(F)
3.1
accessibilité
degré selon lequel des produits, systèmes, services, environnements et installations peuvent être
utilisés par des membres d’une population présentant le plus large éventail possible de caractéristiques
et de capacités en vue d’atteindre un objectif spécifié dans un contexte d’utilisation donné
Note 1 à l'article: Le contexte d’utilisation inclut l’utilisation directe et l’utilisation facilitée par des technologies
d’assistance.
[SOURCE: ISO 26800:2011, 2.1, modifiée — Note 2 à l’article supprimée]
3.2
action
comportement d’un utilisateur qu’un système accepte sous la forme d’une requête correspondant à une
opération particulière
[SOURCE: ISO/IEC/TR 115802007:2.3, modifiée, exemple supprimé]
3.3
évaluation de la conformité
démonstration que des exigences spécifiées relatives à un produit, processus, système, personne ou
organisme sont respectées
[SOURCE: ISO/IEC 17000:2004, 2.1, modifiée — Notes supprimées]
3.4
contexte d'utilisation
utilisateurs, tâches, équipement (matériel, logiciel et documents) et environnements physique et social
d'utilisation d'un produit
[SOURCE: ISO 9241-11:1998, 3.5]
3.5
dialogue
interaction entre un utilisateur et un système interactif, vue comme une séquence d’actions utilisateur
(entrée de données) et de réponses du système (données de sortie), pour atteindre un but particulier
Note 1 à l'article: Les actions utilisateur ne comprennent pas uniquement la saisie de données mais également des
actions de navigation de l'utilisateur.
Note 2 à l'article: Le dialogue comprend la forme (syntaxe) et la signification (sémantique) de l'interaction.
[SOURCE: ISO 9241-110:2006, 3.2]
3.6
efficacité
précision et degré d’achèvement selon lesquels l’utilisateur atteint des objectifs spécifiés
[SOURCE: ISO 9241-11:1998, 3.2]
3.7
efficience
rapport entre les ressources dépensées et la précision et le degré d’achèvement selon lesquels
l’utilisateur atteint des objectifs spécifiés
[SOURCE: ISO 9241-11:1998, 3.3]
3.8
objectif
but à atteindre
[SOURCE: ISO 9241-11:1998, 3.8]
2 © ISO/IEC 2016 – Tous droits réservés
---------------------- Page: 9 ----------------------
ISO/IEC 25066:2016(F)
3.9
élément d’information
ensemble d’informations identifiables séparément, produit et conservé à des fins d’utilisation par
l’opérateur humain au cours du cycle de vie d’un système ou d’un logiciel
[SOURCE: ISO/IEC/IEEE 15289:2011, 5.7]
3.10
évaluation fondée sur l'inspection
évaluation fondée sur le jugement d’un ou plusieurs évaluateurs qui examinent ou utilisent un système
pour identifier d’éventuels problèmes d’utilisabilité (y compris les écarts par rapport à des critères
établis)
Note 1 à l'article: Les évaluateurs chargés des inspections sont généralement des spécialistes de l’utilisabilité
mais peuvent être aussi des utilisateurs finaux et des membres de l’équipe de conception.
Note 2 à l'article: Les critères établis comprennent généralement les exigences utilisateur, les lignes directrices
d’utilisabilité comprises dans les normes, les conventions de conception contenues dans les consignes du fabricant
et les guides de style, les modèles de tâches devant être pris en charge ainsi que les principes normalisés.
Note 3 à l'article: L’évaluation peut être menée avec ou sans l’aide des documents de référence.
Note 4 à l'article: L’évaluation fondée sur l'inspection est un terme générique désignant des méthodes qui
comprennent, sans pour autant s’y limiter, l’évaluation heuristique, des révisions générales cognitives, une
inspection des normes, des révisions générales pluralistes et des inspections de cohérence.
Note 5 à l'article: L’évaluation fondée sur l'inspection peut être menée dans certains cas par des machines, par
exemple en cas d’évaluation de la cohérence de la terminologie requise. Dans ce cas, l’évaluateur est représenté
par la machine.
3.11
exigence
condition ou capacité qu’un système, élément constitutif d’un système, produit ou service doivent
remplir ou posséder, en vue de respecter un accord, une norme, une spécification, ou autres documents
formellement prescrits
[SOURCE: ISO/IEC/IEEE 24765:2010, 3.2506, Article 4.]
3.12
satisfaction
absence d’inconfort, et attitudes positives dans l’utilisation du produit
[SOURCE: ISO 9241-11:1998, 3.4]
3.13
partie prenante
individu ou organisation ayant un droit, une part, une revendication ou un intérêt dans un système ou
ayant en sa possession des caractéristiques répondant à ses besoins et attentes
[SOURCE: ISO/IEC/IEEE 15288:2015, 4.1.44]
3.14
système
combinaison d’éléments agissant ensemble, organisés de façon à atteindre un ou plusieurs buts définis
Note 1 à l'article: Un système peut être considéré comme un produit ou comme les services qu’il fournit.
Note 2 à l'article: Dans la pratique, l’interprétation du sens donné à ce terme est souvent précisée par l’emploi
d’un substantif qui lui est associé, par exemple système d’aéronef. Dans d’autres cas, il est possible de remplacer
le terme «système» simplement par un terme en fonction du contexte, par exemple «aéronef», même si cela peut
ultérieurement occulter une perspective systémique des principes fondamentaux.
[SOURCE: ISO/IEC/IEEE 15288:2015, 4.1.46; modifiée — Note 3 à l’article supprimée]
© ISO/IEC 2016 – Tous droits réservés 3
---------------------- Page: 10 ----------------------
ISO/IEC 25066:2016(F)
3.15
tâche
activités requises pour atteindre un objectif
5)
Note 1 à l'article: Le terme «tâche» est utilisé ici dans son sens le plus large, comme dans l’ISO 9241-11:— , et
n’est pas limité aux spécificités d’utilisation du système de dialogue.
[SOURCE: ISO 9241-11:1998, 3.9; modifiée, Notes modifiées]
3.16
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: Conformément à l’ISO/IEC 25010, «l’utilisabilité peut être soit spécifiée ou mesurée comme
une caractéristique de la qualité du produit en termes de sous-caractéristiques ou encore spécifiée ou mesurée
directement par des mesures qui représentent un sous-ensemble de qualité de fonctionnement.» La définition de
l’utilisabilité dans la présente Norme internationale est cohérente avec la seconde approche proposée.
[SOURCE: ISO 9241-210:2010, 2.13; modifiée, notes à l’article modifiées]
3.17
défaut d’utilisabilité
attribut(s) d’un produit qui entraîne(nt) une inadéquation entre les intentions de l’utilisateur et/ou ses
actions et les attributs et le comportement du système
Note 1 à l'article: Les défauts d’utilisabilité habituels sont les suivants:
— des étapes supplémentaires inutiles non requises dans l'achèvement d’une tâche;
— des informations perturbatrices;
— des informations insuffisantes et/ou médiocres sur l'interface utilisateur;
— des réponses inattendues du système;
— des restrictions de navigation;
— des mécanismes de correction des erreurs d’utilisation inefficaces;
— des caractéristiques physiques de l’interface utilisateur non adaptées aux caractéristiques physiques de
l’utilisateur.
Note 2 à l'article: Les écarts des attributs du produit de l’objet de l'évaluation par rapport aux critères spécifiés
constituent des défauts d’utilisabilité.
3.18
recherche relative à l’utilisabilité
identification de défaut et/ou problème d’utilisabilité ou d’attribut positif relatif à l’utilisabilité
3.19
problème d’utilisabilité
situation qui à l’usage se révèle peu efficace, efficiente ou satisfaisante
3.20
erreur d'utilisation
action de l’utilisateur ou absence d’action de l’utilisateur lors de l’utilisation du système interactif 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.
5) En cours de préparation.
4 © ISO/IEC 2016 – Tous droits réservés
---------------------- Page: 11 ----------------------
ISO/IEC 25066:2016(F)
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: Une réaction physiologique inattendue du patient n’est pas considérée en elle-même comme une
erreur d'utilisation.
Note 5 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.
[SOURCE: IEC 62366-1:2015, 3.21; modifiée, Dispositif médical remplacé par système interactif, Notes
modifiées]
3.21
utilisateur
personne qui interagit avec un système, un produit ou un service
Note 1 à l'article: On entend par utilisateurs les personnes qui utilisent le système, les personnes qui utilisent
les éléments de sortie du système et les personnes qui assurent les tâches d’assistance en utilisant le système (y
compris la maintenance et la formation).
Note 2 à l'article: L’ISO/IEC 25010, définit l’utilisateur comme «la personne ou le groupe qui interagit avec un
système, ou en tire avantage, au cours de son utilisation».
Note 3 à l'article: Les utilisateurs primaires et secondaires interagissent avec un système et les utilisateurs
primaires et indirects peuvent bénéficier d’un système. Cette définition inclut une compréhension plus large des
personnes et organismes qui agissent en tant qu’utilisateurs.
[SOURCE: ISO 26800:2011, 2.10; modifiée, Notes modifiées]
3.22
évaluation fondée sur les utilisateurs
évaluation à laquelle participent des utilisateurs représentatifs accomplissant des tâches avec le système
pour permettre d’identifier des problèmes d’utilisabilité et/ou de mesurer l’efficacité, l’efficience et la
satisfaction des utilisateurs ou de rendre compte d’autres expériences des utilisateurs
3.23
expérience de l'utilisateur
perceptions et réactions d’une personne qui résultent de l’utilisation effective et/ou anticipée d’un
produit, système ou service
Note 1 à l'article: L’expérience de l’utilisateur inclut toutes les émotions, convictions, préférences, perceptions,
réactions physiques et psychologiques, 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, la présentation, la
fonctionnalité, les performances, le co
...
Questions, Comments and Discussion
Ask us and Technical Secretary will try to provide an answer. You can facilitate discussion about the standard in here.