SIST EN ISO 9241-210:2011

Ergonomics of human-system interaction - Part 210: Human-centred design for interactive systems (ISO 9241-210:2010)

This part of ISO 9241 provides requirements and recommendations for human-centred design principles and activities throughout the life cycle of computer-based interactive systems. It is intended to be used by those managing design processes, and is concerned with ways in which both hardware and software components of interactive systems can enhance human-system interaction. This part of ISO 9241 provides an overview of human-centred design activities. It does not provide detailed coverage of the methods and techniques required for human-centred design, nor does it address health or safety aspects in detail. Although it addresses the planning and management of human-centred design, it does not address all aspects of project management. The information in this part of ISO 9241 is intended for use by those responsible for planning and managing projects that design and develop interactive systems. It therefore addresses technical human factors and ergonomics issues only to the extent necessary to allow such individuals to understand their relevance and importance in the design process as a whole. It also provides a framework for human factors and usability professionals involved in human-centred design. Detailed human factors/ergonomics, usability and accessibility issues are dealt with more fully in a number of standards including other parts of ISO 9241 (see Annex A) and ISO 6385, which sets out the broad principles of ergonomics. The requirements and recommendations in this part of ISO 9241 can benefit all parties involved in humancentred design and development. Annex B provides a checklist that can be used to support claims of conformance with this part of ISO 9241.

Ergonomie der Mensch-System-Interaktion - Teil 210: Prozess zur Gestaltung gebrauchstauglicher interaktiver Systeme (ISO 9241-210:2010)

Dieser Teil der ISO 9241 legt Anforderungen fest und gibt Empfehlungen für nutzungsorientierte Gestaltungs-grundsätze und -aktivitäten für den gesamten Lebenszyklus rechnergestützter interaktiver Systeme. Er ist für Manager von Gestaltungsprozessen gedacht und behandelt Mittel, mit Hilfe derer sowohl Hardware- als auch Softwarekomponenten von interaktiven Systemen die Mensch-System-Interaktion verbessern können.
ANMERKUNG 1   Rechnergestützte interaktive Systeme sind in Größe und Komplexität unterschiedlich. Beispiele dafür schließen (folienverschweißte) Standard-Softwareprodukte, kundenspezifische Bürosysteme, Prozessleitsysteme, automatisierte Banksysteme, Webseiten und Webanwendungen sowie Verbraucherprodukte wie beispielsweise Verkaufs¬automaten, Mobiltelefone und Digitalfernsehen ein. In diesem Teil der ISO 9241 werden derartige Systeme im Allgemeinen als Produkte, Systeme oder Dienstleistungen bezeichnet, wenngleich aus Gründen der Vereinfachung manchmal nur ein Begriff verwendet wird.
Dieser Teil der ISO 9241 gibt einen Überblick über nutzungsorientierte Gestaltungsaktivitäten. Er enthält weder Einzelheiten zu Verfahren und Techniken, die für eine nutzungsorientierte Gestaltung erforderlich sind, noch behandelt er Gesundheits- und Sicherheitsaspekte im Detail. Obwohl er Planung und Management einer nutzungsorientierten Gestaltung anspricht, behandelt er nicht sämtliche Aspekte des Projektmanagements.
Die Informationen in diesem Teil der ISO 9241 sind für diejenigen gedacht, die für Planung und Management von Projekten zur Gestaltung und Entwicklung interaktiver Systeme verantwortlich sind. Deshalb werden technische menschliche Faktoren und ergonomische Probleme nur in dem Umfang behandelt, der erforderlich ist, um es denjenigen Personen zu ermöglichen, deren Relevanz und Bedeutung im Gestaltungsprozess als Ganzes zu verstehen.

Ergonomie de l'interaction homme-système - Partie 210: Conception centrée sur l'opérateur humain pour les systèmes interactifs (ISO 9241-210:2010)

L'ISO 9241-210:2010 fournit des exigences et des recommandations relatives aux principes et aux activités de conception centrée sur l'opérateur humain, intervenant tout au long du cycle de vie des systèmes informatiques interactifs. Elle est destinée à être utilisée par les responsables de la gestion des processus de conception, et traite des manières dont les composants matériels et les logiciels des systèmes interactifs permettent d'améliorer l'interaction homme-système.

Ergonomija medsebojnega vpliva človek-sistem - 210. del: Procesi načrtovanja interaktivnih sistemov, osredotočenih na človeka (ISO 9241-210:2010)

Ta del ISO 9241 podaja zahteve in priporočila za načela in dejavnosti načrtovanja, osredotočenega na človeka, v celotni življenjski dobi na računalniku zasnovanih interaktivnih sistemov. Njegov namen je, da ga uporabljajo tisti, ki upravljajo procese načrtovanja in zadeva načine, na katere lahko tako komponente strojne kot programske opreme interaktivnih sistemov stopnjujejo interakcijo med človekom in sistemom. Ta del ISO 9241 podaja pregled procesov načrtovanja, osredotočenih na človeka. Ne nudi podrobne obravnave metod in tehnik, ki so potrebne za načrtovanje, osredotočeno na človeka, niti ne obravnava podrobno zdravstvenih ali varnostnih vidikov. Čeprav obravnava oris in upravljanje načrtovanja, osredotočenega na človeka, ne obravnava vseh vidikov projektnega vodenja. Namen informacij v tem delu ISO 9241 je, da jih uporabljajo tisti, ki so odgovorni za oris in vodenje projektov za načrtovanje in razvoj interaktivnih sistemov. Potemtakem obravnava tehnične človeške dejavnike ter vprašanja ergonomije zgolj do te mere, ki je potrebna, da se takšnim posameznikom omogoči razumevanje njihove pomembnosti pri procesih načrtovanja v celoti. Prav tako zagotavlja okvir za človeške dejavnike in strokovnjake za uporabnost, ki sodelujejo pri načrtovanju, osredotočenem na človeka. Podrobna vprašanja glede človeških dejavnikov/ergonomije, uporabnosti in dostopnosti so obširno obravnavana v številnih standardih, vključno z drugimi deli ISO 9241 (glej Dodatek A) in ISO 6385, ki določa široka načela ergonomije. Od zahtev in priporočil tega dela ISO 9241 imajo lahko koristi vse stranke, ki sodelujejo pri načrtovanju in razvoju, osredotočenem na človeka. Dodatek B določa kontrolni seznam, ki se lahko uporabi v podporo zahtevam za skladnost s tem delom ISO 9241.

General Information

• Status: Withdrawn
• Public Enquiry End Date: 19-Aug-2010
• Publication Date: 15-Dec-2010
• Withdrawal Date: 07-Jan-2020
• ICS: 13.180 - Ergonomics
• ICS: 35.180 - IT Terminal and other peripheral equipment
• Technical Committee: VSN - Safety of machinery
• Current Stage: 9900 - Withdrawal (Adopted Project)
• Start Date: 28-Nov-2019
• Due Date: 21-Dec-2019
• Completion Date: 08-Jan-2020
• Ref Project: EN ISO 9241-210:2010 - Ergonomics of human-system interaction - Part 210: Human-centred design for interactive systems (ISO 9241-210:2010)

Relations

• Replaced By: SIST EN ISO 9241-210:2020 - Ergonomics of human-system interaction - Part 210: Human-centred design for interactive systems (ISO 9241-210:2019)
• Effective Date: 28-Aug-2019
• Replaced By: SIST EN ISO 9241-210:2020 - Ergonomics of human-system interaction - Part 210: Human-centred design for interactive systems (ISO 9241-210:2019)
• Effective Date: 08-Jun-2022
• Replaces: SIST EN ISO 13407:2001 - Human-centred design processes for interactive systems (ISO 13407:1999)
• Effective Date: 01-Jan-2011
• Replaces: SIST EN ISO 13407:2001 - Human-centred design processes for interactive systems (ISO 13407:1999)
• Effective Date: 08-Jun-2022

Standards Content (Sample)

SLOVENSKI STANDARD
SIST EN ISO 9241-210:2011
01-januar-2011
1DGRPHãþD
SIST EN ISO 13407:2001
(UJRQRPLMDPHGVHERMQHJDYSOLYDþORYHNVLVWHPGHO3URFHVLQDþUWRYDQMD
LQWHUDNWLYQLKVLVWHPRYRVUHGRWRþHQLKQDþORYHND,62
Ergonomics of human-system interaction - Part 210: Human-centred design for
interactive systems (ISO 9241-210:2010)
Ergonomie der Mensch-System-Interaktion - Teil 210: Prozess zur Gestaltung
gebrauchstauglicher interaktiver Systeme (ISO 9241-210:2010)
Ergonomie de l'interaction homme-système - Partie 210: Conception centrée sur
l'opérateur humain pour les systèmes interactifs (ISO 9241-210:2010)
Ta slovenski standard je istoveten z: EN ISO 9241-210:2010
ICS:
13.180 Ergonomija Ergonomics
35.180 Terminalska in druga IT Terminal and other
periferna oprema IT peripheral equipment
SIST EN ISO 9241-210:2011 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST EN ISO 9241-210:2011

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SIST EN ISO 9241-210:2011


EUROPEAN STANDARD
EN ISO 9241-210

NORME EUROPÉENNE

EUROPÄISCHE NORM
October 2010
ICS 13.180; 35.180 Supersedes EN ISO 13407:1999
English Version
Ergonomics of human-system interaction - Part 210: Human-
centred design for interactive systems (ISO 9241-210:2010)
Ergonomie de l'interaction homme-système - Partie 210: Ergonomie der Mensch-System-Interaktion - Teil 210:
Conception centrée sur l'opérateur humain pour les Prozess zur Gestaltung gebrauchstauglicher interaktiver
systèmes interactifs (ISO 9241-210:2010) Systeme (ISO 9241-210:2010)
This European Standard was approved by CEN on 30 September 2010.

CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this European
Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such national
standards may be obtained on application to the CEN Management Centre or to any CEN member.

This European Standard exists in three official versions (English, French, German). A version in any other language made by translation
under the responsibility of a CEN member into its own language and notified to the CEN Management Centre has the same status as the
official versions.

CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,
Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland,
Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.





EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION

EUROPÄISCHES KOMITEE FÜR NORMUNG

Management Centre: Avenue Marnix 17, B-1000 Brussels
© 2010 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN ISO 9241-210:2010: E
worldwide for CEN national Members.

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SIST EN ISO 9241-210:2011
EN ISO 9241-210:2010 (E)
Contents Page
Foreword .3

2

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SIST EN ISO 9241-210:2011
EN ISO 9241-210:2010 (E)
Foreword
The text of ISO 9241-210:2010 has been prepared by Technical Committee ISO/TC 159 “Ergonomics” of the
International Organization for Standardization (ISO) and has been taken over as EN ISO 9241-210:2010 by
Technical Committee CEN/TC 122 “Ergonomics” the secretariat of which is held by DIN.
This European Standard shall be given the status of a national standard, either by publication of an identical
text or by endorsement, at the latest by April 2011, and conflicting national standards shall be withdrawn at the
latest by April 2011.
Attention is drawn to the possibility that some of the elements of this document may be the subject of patent
rights. CEN [and/or CENELEC] shall not be held responsible for identifying any or all such patent rights.
This document supersedes EN ISO 13407:1999.
According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following
countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech
Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia,
Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain,
Sweden, Switzerland and the United Kingdom.
Endorsement notice
The text of ISO 9241-210:2010 has been approved by CEN as a EN ISO 9241-210:2010 without any
modification.

3

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SIST EN ISO 9241-210:2011

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SIST EN ISO 9241-210:2011


INTERNATIONAL ISO
STANDARD 9241-210
First edition
2010-03-15


Ergonomics of human–system
interaction —
Part 210:
Human-centred design for interactive
systems
Ergonomie de l'interaction homme–système —
Partie 210: Conception centrée sur l'opérateur humain pour les
systèmes interactifs





Reference number
ISO 9241-210:2010(E)
©
ISO 2010

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SIST EN ISO 9241-210:2011
ISO 9241-210:2010(E)
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ii © ISO 2010 – All rights reserved

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SIST EN ISO 9241-210:2011
ISO 9241-210:2010(E)
Contents Page
Foreword .iv
Introduction.vi
1 Scope.1
2 Terms and definitions .1
3 Rationale for adopting human-centred design.4
4 Principles of human-centred design .5
4.1 General .5
4.2 The design is based upon an explicit understanding of users, tasks and environments.5
4.3 Users are involved throughout design and development.6
4.4 The design is driven and refined by user-centred evaluation .6
4.5 The process is iterative.6
4.6 The design addresses the whole user experience .7
4.7 The design team includes multidisciplinary skills and perspectives.8
5 Planning human-centred design.8
5.1 General .8
5.2 Responsibility .8
5.3 Content of plan .9
5.4 Integration with project plan .9
5.5 Timing and resources .9
6 Human-centred design activities .10
6.1 General .10
6.2 Understanding and specifying the context of use.11
6.3 Specifying the user requirements .12
6.4 Producing design solutions .14
6.5 Evaluating the design .16
7 Sustainability and human-centred design.19
8 Conformance .19
Annex A (informative) Overview of the ISO 9241 series .21
Annex B (informative) Sample procedure for assessing applicability and conformance.22
Bibliography.32

© ISO 2010 – All rights reserved iii

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SIST EN ISO 9241-210:2011
ISO 9241-210:2010(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.
International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.
The main task of technical committees is to prepare International Standards. Draft International Standards
adopted by the technical committees are circulated to the member bodies for voting. Publication as an
International Standard requires approval by at least 75 % of the member bodies casting a vote.
Attention is drawn to the possibility that some of the elements of this document may be the subject of patent
rights. ISO shall not be held responsible for identifying any or all such patent rights.
ISO 9241-210 was prepared by Technical Committee ISO/TC 159, Ergonomics, Subcommittee SC 4,
Ergonomics of human-system interaction.
This first edition of ISO 9241-210 cancels and replaces ISO 13407:1999, of which it constitutes a technical
revision. The changes include the following:
⎯ clarifying the role of iteration in the whole design process (not just evaluation);
⎯ emphasizing that human-centred methods can be used throughout the system life cycle;
⎯ explaining design activities;
⎯ clarifying the principles of human-centred design.
ISO 9241 consists of the following parts, under the general title Ergonomic requirements for office work with
visual display terminals (VDTs):
⎯ Part 1: General introduction
⎯ Part 2: Guidance on task requirements
⎯ Part 3: Visual display requirements
⎯ Part 4: Keyboard requirements
⎯ Part 5: Workstation layout and postural requirements
⎯ Part 6: Guidance on the work environment
⎯ Part 9: Requirements for non-keyboard input devices
⎯ Part 11: Guidance on usability
⎯ Part 12: Presentation of information
⎯ Part 13: User guidance
iv © ISO 2010 – All rights reserved

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SIST EN ISO 9241-210:2011
ISO 9241-210:2010(E)
⎯ Part 14: Menu dialogues
⎯ Part 15: Command dialogues
⎯ Part 16: Direct manipulation dialogues
⎯ Part 17: Form filling dialogues
ISO 9241 also consists of the following parts, under the general title Ergonomics of human–system interaction:
⎯ Part 20: Accessibility guidelines for information/communication technology (ICT) equipment and services
⎯ Part 100: Introduction to standards related to software ergonomics [Technical Report]
⎯ Part 110: Dialogue principles
⎯ Part 151: Guidance on World Wide Web user interfaces
⎯ Part 171: Guidance on software accessibility
⎯ Part 210: Human-centred design for interactive systems
⎯ Part 300: Introduction to electronic visual display requirements
⎯ Part 302: Terminology for electronic visual displays
⎯ Part 303: Requirements for electronic visual displays
⎯ Part 304: User performance test methods for electronic visual displays
⎯ Part 305: Optical laboratory test methods for electronic visual displays
⎯ Part 306: Field assessment methods for electronic visual displays
⎯ Part 307: Analysis and compliance test methods for electronic visual displays
⎯ Part 308: Surface-conduction electron-emitter displays (SED) [Technical Report]
⎯ Part 309: Organic light-emitting diode (OLED) displays [Technical Report]
⎯ Part 400: Principles and requirements for physical input devices
⎯ Part 410: Design criteria for physical input devices
⎯ Part 420: Selection procedures for physical input devices
⎯ Part 910: Framework for tactile and haptic interaction
⎯ Part 920: Guidance on tactile and haptic interactions
The following parts are under preparation:
⎯ Part 129: Guidance on software individualization
⎯ Part 143: Forms-based dialogues
⎯ Part 310: Visibility, aesthetics and ergonomics of pixel defects [Technical Report]
Design guidance for interactive voice response (IVR) applications and evaluation methods for the design of
physical input devices are to form the subjects of future parts 154 and 411.
© ISO 2010 – All rights reserved v

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SIST EN ISO 9241-210:2011
ISO 9241-210:2010(E)
Introduction
Human-centred design is an approach to interactive systems development that aims to make systems usable
and useful by focusing on the users, their needs and requirements, and by applying human
factors/ergonomics, and usability knowledge and techniques. This approach enhances effectiveness and
efficiency, improves human well-being, user satisfaction, accessibility and sustainability; and counteracts
possible adverse effects of use on human health, safety and performance.
There is a substantial body of human factors/ergonomics and usability knowledge about how human-centred
design can be organized and used effectively. This part of ISO 9241 aims to make this information available to
help those responsible for managing hardware and software design and re-design processes to identify and
plan effective and timely human-centred design activities.
The human-centred approach to design described in this part of ISO 9241 complements existing systems
design approaches. It can be incorporated in approaches as diverse as object-oriented, waterfall and rapid
application development.
The principles of human-centred design and the related activities have not changed substantially since
ISO 13407 was produced and have been validated by ten years of application. This part of ISO 9241 reflects
this by making requirements as well as recommendations.

vi © ISO 2010 – All rights reserved

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SIST EN ISO 9241-210:2011
INTERNATIONAL STANDARD ISO 9241-210:2010(E)

Ergonomics of human–system interaction —
Part 210:
Human-centred design for interactive systems
1 Scope
This part of ISO 9241 provides requirements and recommendations for human-centred design principles and
activities throughout the life cycle of computer-based interactive systems. It is intended to be used by those
managing design processes, and is concerned with ways in which both hardware and software components of
interactive systems can enhance human–system interaction.
NOTE 1 Computer-based interactive systems vary in scale and complexity. Examples include off-the-shelf (shrink-wrap)
software products, custom office systems, process control systems, automated banking systems, Web sites and
applications, and consumer products such as vending machines, mobile phones and digital television. Throughout this
part of ISO 9241, such systems are generally referred to as products, systems or services although, for simplicity,
sometimes only one term is used.
This part of ISO 9241 provides an overview of human-centred design activities. It does not provide detailed
coverage of the methods and techniques required for human-centred design, nor does it address health or
safety aspects in detail. Although it addresses the planning and management of human-centred design, it
does not address all aspects of project management.
The information in this part of ISO 9241 is intended for use by those responsible for planning and managing
projects that design and develop interactive systems. It therefore addresses technical human factors and
ergonomics issues only to the extent necessary to allow such individuals to understand their relevance and
importance in the design process as a whole. It also provides a framework for human factors and usability
professionals involved in human-centred design. Detailed human factors/ergonomics, usability and
accessibility issues are dealt with more fully in a number of standards including other parts of ISO 9241 (see
Annex A) and ISO 6385, which sets out the broad principles of ergonomics.
The requirements and recommendations in this part of ISO 9241 can benefit all parties involved in human-
centred design and development. Annex B provides a checklist that can be used to support claims of
conformance with this part of ISO 9241.
NOTE 2 Annex A and the Bibliography contain information about relevant related standards.
2 Terms and definitions
For this document, the following terms and definitions apply.
2.1
accessibility
〈interactive systems〉 usability of a product, service, environment or facility by people with the widest range of
capabilities
[ISO 9241-171]
© ISO 2010 – All rights reserved 1

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SIST EN ISO 9241-210:2011
ISO 9241-210:2010(E)
2.2
context of use
users, tasks, equipment (hardware, software and materials), and the physical and social environments in
which a product is used
[ISO 9241-11:1998]
2.3
effectiveness
accuracy and completeness with which users achieve specified goals
[ISO 9241-11:1998]
2.4
efficiency
resources expended in relation to the accuracy and completeness with which users achieve goals
[ISO 9241-11:1998]
2.5
ergonomics
study of human factors
scientific discipline concerned with the understanding of interactions among human and other elements of a
system, and the profession that applies theory, principles, data and methods to design in order to optimize
human well-being and overall system performance
[ISO 6385:2004]
2.6
goal
intended outcome
[ISO 9241-11:1998]
2.7
human-centred design
approach to systems design and development that aims to make interactive systems more usable by focusing
on the use of the system and applying human factors/ergonomics and usability knowledge and techniques
NOTE 1 The term “human-centred design” is used rather than “user-centred design” in order to emphasize that this part
of ISO 9241 also addresses impacts on a number of stakeholders, not just those typically considered as users. However,
in practice, these terms are often used synonymously.
NOTE 2 Usable systems can provide a number of benefits, including improved productivity, enhanced user well-being,
avoidance of stress, increased accessibility and reduced risk of harm.
2.8
interactive system
combination of hardware, software and/or services that receives input from, and communicates output to,
users
NOTE This includes, where appropriate, packaging, branding, user documentation, on-line help, support and training.
2.9
prototype
〈interactive system〉 representation of all or part of an interactive system, that, although limited in some way,
can be used for analysis, design and evaluation
NOTE A prototype may be as simple as a sketch or static mock-up or as complicated as a fully functioning interactive
system with more or less complete functionality.
2 © ISO 2010 – All rights reserved

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SIST EN ISO 9241-210:2011
ISO 9241-210:2010(E)
2.10
satisfaction
freedom from discomfort and positive attitudes towards the use of the product
[ISO 9241-11:1998]
2.11
stakeholder
individual or organization having a right, share, claim or interest in a system or in its possession of
characteristics that meet their needs and expectations
[ISO/IEC 15288:2008]
2.12
task
activities required to achieve a goal
[ISO 9241-11:1998]
2.13
usability
extent to which a system, product or service can be used by specified users to achieve specified goals with
effectiveness, efficiency and satisfaction in a specified context of use
NOTE Adapted from ISO 9241-11:1998.
2.14
user
person who interacts with the product
[ISO 9241-11:1998]
2.15
user experience
person's perceptions and responses resulting from the use and/or anticipated use of a product, system or
service
NOTE 1 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 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 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.
2.16
user interface
all components of an interactive system (software or hardware) that provide information and controls for the
user to accomplish specific tasks with the interactive system
[ISO 9241-110:2006]
© ISO 2010 – All rights reserved 3

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SIST EN ISO 9241-210:2011
ISO 9241-210:2010(E)
2.17
validation
confirmation, through the provision of objective evidence, that the requirements for a specific intended use or
application have been fulfilled
[ISO 9000:2005]
NOTE Validation is the set of activities ensuring and gaining confidence that a system is able to accomplish its
intended use, goals and objectives (i.e. meet stakeholder requirements) in the intended operational environment.
2.18
verification
confirmation, through the provision of objective evidence, that specified requirements have been fulfilled
[ISO 9000:2005]
NOTE Verification is a set of activities that compares a system or system element against the required characteristics.
This can include, but is not limited to, specified requirements, design description and the system itself.
3 Rationale for adopting human-centred design
Using a human-centred approach to design and development has substantial economic and social benefits for
users, employers and suppliers. Highly usable systems and products tend to be more successful both
technically and commercially. In some areas, such as consumer products, purchasers will pay a premium for
well-designed products and systems. Support and help-desk costs are reduced when users can understand
and use products without additional assistance. In most countries, employers and suppliers have legal
obligations to protect users from risks to their health, and safety and human-centred methods can reduce
these risks (e.g. musculoskeletal risks). Systems designed using human-centred methods improve quality, for
example, by:
a) increasing the productivity of users and the operational efficiency of organizations;
b) being easier to understand and use, thus reducing training and support costs;
c) increasing usability for people with a wider range of capabilities and thus increasing accessibility;
d) improving user experience;
e) reducing discomfort and stress;
f) providing a competitive advantage, for example by improving brand image;
g) contributing towards sustainability objectives.
The complete benefits of human-centred design can be determined by taking into account the total life cycle
costs of the product, system or service, including conception, design, implementation, support, use,
maintenance and, finally, disposal. Taking a human-centred design approach contributes to other aspects of
system design, for example, by improving the identification and definition of functional requirements. Taking a
human-centred design approach also increases the likelihood of completing the project successfully, on time,
and within budget. Using appropriate human-centred methods can reduce the risk of the product failing to
meet stakeholder requirements or being rejected by its users.
Examples of outputs from human-centred design activities are illustrated in Table 1.
4 © ISO 2010 – All rights reserved

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SIST EN ISO 9241-210:2011
ISO 9241-210:2010(E)
Table 1 — Examples of outputs from human-centred design activities
Activities Outputs from human-centred design
Understand and specify the context of use Context of use description
Specify the user requirements Context of use specification
User needs description
User requirements specification
Produce design solutions to meet these requirements User interaction specification
User interface specification
Implemented user interface
Evaluate the designs against requirements Evaluation results
Conformance test results
Long-term monitoring results
NOTE More detailed information on each output is to be found in ISO/IEC/TR 25060.
4 Principles of human-centred design
4.1 General
This part of ISO 9241 provides a framework for human-centred design. It does not assume any particular
design process, nor does it describe all the different activities necessary to ensure effective systems design. It
is complementary to existing design methodologies and provides a human-centred perspective that can be
integrated into different design and development processes in a way that is appropriate to the particular
context. All the human-centred design activities identified in Clause 6 are applicable (to a greater or lesser
extent) at any stage in the development of a system.
Whatever the design process and allocation of responsibilities and roles adopted, a human-centred approach
should follow the principles listed below (and described in 4.2 to 4.7):
a) the design is based upon an explicit understanding of users, tasks and environments (see 4.2);
b) users are involved throughout design and development (see 4.3);
c) the design is driven and refined by user-centred evaluation (see 4.4);
d) the process is iterative (see 4.5);
e) the design addresses the whole user experience (see 4.6);
f) the design team includes multidisciplinary skills and perspectives (see 4.7).
4.2 The design is based upon an explicit understanding of users, tasks and environments
Products, systems and services should be designed to take account of the people who will use them as well
as other stakehol
...