SIST EN ISO 9241-220:2019

Ergonomics of human-computer interaction - Part 220: Processes for enabling, executing and assessing human-centred design within organizations (ISO 9241-220:2019)

This International Standard specifies the processes by which human-centred design is achieved throughout the lifecycle of interactive systems (including products and services). It is also applicable to some noninteractive products, systems or environments intended for human use. These human-centred process (HCP) descriptions are for use in the specification, assessment and improvement of HCPs used in system development and operation. They can also provide the basis for professional development and certification.
The processes support achievement of the overall objective of human-centred design when using a system: usability, accessibility, freedom from risk related to or arising from human use, and user experience (referred to as value-in-use).
NOTE 1 Human-centred design aims to make interactive systems more usable with potential benefits including improved productivity, enhanced user well-being, avoidance of stress, increased accessibility and reduced risk of harm. Ergonomics shares these objectives but is used beyond the domain of design, for example in the forensic analysis of the causes of accidents and in the generation of data and methods of measurement.
The description of processes in this International Standard provides a basis for those planning and carrying out human-centred design activities within an organization, and in the execution of projects. In addition it can provide the basis for those who wish to improve the performance of human-centred design activities within their own organization or in an organization supplying systems or services.
The guidance in this International Standard is not applicable to an organizational re-design, although its application might identify the necessity for re-design.
NOTE 2 ISO 9241-2 and ISO TS 18152 address organizational design in more detail.
This International Standard does not prescribe specific methods. The processes described in ISO 9241-220, can be implemented using a range of methods (such as those described in ISO/TR 16982).
ISO 9241-210 specifies the approaches to human-centred design to be used by project managers, while this International Standard is intended to be used by those performing and supporting human-centred design. These processes can be implemented according to the needs of the specific project and/or organization.
This International Standard specifies the purposes, outcomes, activities and work products for each process. Cross references are made to other parts of the ISO 9241 series that address the design and/or evaluation of components of an interactive system or its environment (see normative Annex B).

Ergonomie der Mensch-System-Interaktion - Teil 220: Prozesse zur Ermöglichung, Durchführung und Bewertung menschzentrierter Gestaltung für interaktive Systeme in Hersteller- und Betreiberorganisationen (ISO 9241-220:2019)

Dieses Dokument beschreibt die Prozesse und definiert die Ergebnisse, mit denen menschzentrierte Gestaltung (en: human-centred design, HCD) innerhalb von Organisationen durchgeführt wird. Menschzentrierte Gestaltung zielt ab auf die Erfüllung von Anforderungen an eine menschzentrierte Qualität (siehe Anhang E) über den gesamten Lebenszyklus interaktiver Systeme hinweg. Die Beschreibung der Prozesse erfolgt aus der Sicht derer, die die menschliche Nutzung interaktiver Systeme analysieren, gestalten und bewerten. Die Prozessbeschreibungen umfassen Zweck, Nutzenvorteile, Ergebnisse, typische Aktivitäten und Arbeitsprodukte jedes einzelnen Prozesses und sind für die Anwendung bei der Festlegung, Implementierung, Bewertung und Verbesserung der für die menschzentrierte Gestaltung und den menschzentrierten Betrieb angewendeten Aktivitäten in Systemlebenszyklen jeglicher Art bestimmt. Des Weiteren können sie als Grundlage für professionelle Entwicklung und Zertifizierung dienen.
Die Prozesse stehen im Zusammenhang mit den Bereichen Ergonomie/Arbeitswissenschaft, Mensch-System-Interaktion, Gebrauchstauglichkeit und User Experience. Dieses Dokument umfasst weder bestimmte Verfahren für die menschzentrierte Gestaltung, noch beschreibt es Prozesse der organisatorischen Neugestaltung.
Der Anwendungsbereich dieses Dokuments umfasst keine weiteren Aspekte der Ergonomie, die die Gestaltung von Organisationen sowie Systemen für die menschliche Nutzung betreffen und die über den Bereich der Gestaltung hinausgehen; z. B. bei gerichtsmedizinischen Analysen von Unfallursachen und bei der Datenerhebung und Festlegung von Messmethoden.
ANMERKUNG 1   ISO/TS 18152 ist eine in Bezug stehende Norm mit einem weiter gefassten Anwendungsbereich als das vorliegende Dokument. Sie umfasst die organisationsbezogenen Prozesse zur Identifizierung und Behandlung von Problemstellungen in Bezug auf Benutzer sowie andere Stakeholder.
Dieses Dokument ist für die Anwendung mit rechnerbasierten interaktiven Systemen vorgesehen. Die Prozesse sind auf interaktive Systeme anwendbar, die Dienstleistungen bereitstellen, sie umfassen jedoch nicht die Gestaltung dieser Dienstleistungen. Die relevanten Aspekte dieser Prozesse können auch bei einfacheren oder nicht rechnerbasierten interaktiven Systemen eingesetzt werden.
ANMERKUNG 2   Menschzentrierte Gestaltung konzentriert sich auf die menschzentrierten Aspekte der Gestaltung, jedoch nicht auf andere Gestaltungsaspekte, wie z. B. mechanischer Aufbau, Programmierung oder die grundlegende Gestaltung von Dienstleistungen.
Die Prozessbeschreibungen in diesem Dokument dienen als Grundlage für eine genaue Bewertung der Fähigkeit eines Unternehmens, menschzentrierte Prozesse in Übereinstimmung mit der Normen-reihe ISO/IEC 33000 durchzuführen.
Dieses Dokument ist für die Verwendung durch Organisationen vorgesehen, die sich mit ihrer Herangehens¬weise an die menschzentrierte Gestaltung entweder ihrer internen Systeme oder der angebotenen Produkte und Dienstleistungen und der Beschaffung von Systemen und Systemteilen befassen und diese verbessern wollen. Die Prozesse können durch kleine und mittlere Unternehmen, jedoch auch durch große Organisationen angewendet werden.
Copyright-Freigabe für die Prozessbeschreibungen
Benutzer dieses Dokuments dürfen die in Abschnitt 9 enthaltenen Prozessbeschreibungen als Teil eines Prozessbewertungsmodells oder als Teil eines Nachweises der Konformität mit diesem Dokument frei verwenden, so dass es entsprechend dem vorgesehenen Verwendungszweck eingesetzt werden kann.

Ergonomie de L'intéraction homme-système - Partie 220: Processus de validation, d'exécution et d 'éval uation de la conception centrée sur l'opérateur humain au sein des organisations (ISO 9241-220:2019)

Le présent document décrit les processus et spécifie les résultats permettant à la conception centrée sur l'opérateur humain (human-centred design ? HCD) d'être réalisée au sein des organisations. La conception centrée sur l'opérateur humain vise à satisfaire aux exigences relatives à la qualité centrée sur l'opérateur humain (voir l'Annexe E) tout au long du cycle de vie des systèmes interactifs. Les processus sont décrits du point de vue de ceux qui sont en charge de l'analyse, de la conception et de l'évaluation de l'utilisation des systèmes interactifs par l'homme. Les descriptions de processus comprennent l'objectif, les avantages, les résultats, les activités types et les produits fabriqués de chaque processus, et sont destinées à la spécification, la mise en œuvre, l'évaluation et l'amélioration des activités utilisées pour la conception et l'exploitation centrées sur l'opérateur humain dans tout type de cycle de vie d'un système. Ces descriptions peuvent également servir de base à la formation continue et à la certification professionnelle.
Les processus sont associés aux domaines traitant des facteurs ergonomiques/humains, de l'interaction homme-système, de l'utilisabilité et de l'expérience de l'utilisateur. Le présent document n'inclut pas de méthodes spécifiques de conception centrée sur l'opérateur humain et ne décrit pas non plus les processus relatifs à la restructuration de l'organisation.
Le domaine d'application du présent document ne couvre pas les autres aspects de l'ergonomie, qui traitent notamment de la conception des organisations ainsi que des systèmes réservés à l'utilisation humaine, et qui dépassent le domaine de la conception; par exemple dans le cadre de l'analyse scientifique des causes d'accidents et de la génération de données et méthodes de mesure.
NOTE 1    L'ISO/TS 18152 est une norme connexe au domaine d'application plus étendu que le présent document. Elle comprend les processus organisationnels applicables à l'identification et au traitement des questions liées aussi bien aux utilisateurs qu'aux autres parties prenantes.
L'application prévue du présent document concerne les systèmes interactifs informatisés. Bien que les processus s'appliquent aux systèmes interactifs qui fournissent des services, ils ne traitent pas de la conception de ces services. Les aspects pertinents des processus peuvent également être appliqués à des systèmes interactifs simples ou non informatisés.
NOTE 2    La conception centrée sur l'opérateur humain se concentre sur les aspects centrés sur l'opérateur humain de la conception et non sur d'autres aspects de la conception tels que la construction mécanique, la programmation ou la conception de base des services.
Les descriptions de processus contenues dans le présent document constituent la base d'une évaluation rigoureuse de la capacité d'une entreprise à réaliser des processus centrés sur l'opérateur humain conformément à la famille des normes ISO/IEC 33000.
Le présent document s'adresse aux organisations qui veulent aborder et améliorer le traitement de la conception centrée sur l'opérateur humain de leurs systèmes internes ou des produits et services qu'elles fournissent, ainsi que l'acquisition de systèmes et de parties de systèmes. Ces processus peuvent s'appliquer aussi bien aux petites et moyennes entreprises qu'aux grandes organisations.
Cession des droits d'auteur des descriptions de processus
Les utilisateurs du présent document sont autorisés à reproduire les d

Ergonomija medsebojnega vpliva človek-sistem - 220. del: Procesi za omogočanje, izvajanje in ocenjevanje na človeka osredotočenega načrtovanja interaktivnih sistemov v organizacijah (ISO 9241-220:2019)

Ta mednarodni standard določa procese, ki z življenjskim ciklom interaktivnih sistemov (vključujoč izdelke in storitve) dosežejo načrtovanje z osredotočenostjo na človeka. Uporablja se tudi za neinteraktivne izdelke, sisteme ali okolja, namenjene za ljudi. Opisi teh procesov osredotočenosti na človeka (HCP) se uporabljajo pri specifikaciji, oceni in izboljševanju HCP-jev, ki se uporabljajo pri razvoju in delovanju sistema. Lahko so tudi osnova za strokovni razvoj in certificiranje. Procesi podpirajo doseganje splošnega cilja načrtovanja z osredotočenostjo na človeka pri uporabi sistema: uporabnost, dostopnost, odsotnost tveganja, ki je povezano ali izhaja iz človeške uporabe, in uporabniška izkušnja (imenovana tudi vrednost pri uporabi). OPOMBA 1: Cilj načrtovanja z osredotočenostjo na človeka so uporabnejši interaktivni sistemi s potencialnimi prednostmi, ki vključujejo izboljšano produktivnost in dobro počutje uporabnikov, preprečevanje stresa, večjo dostopnost ter manjšo nevarnost poškodb. To so tudi cilji ergonomije, vendar ergonomija presega področje načrtovanja, na primer pri sodnih analizah vzrokov nesreč ter pridobivanju podatkov in merilnih metod. Opis procesov v tem mednarodnem standardu zagotavlja podlago za vse, ki načrtujejo in izvajajo z osredotočenostjo na človeka načrtovane dejavnosti znotraj organizacije, ter za izvajanje projektov. Poleg tega lahko zagotavlja podlago za vse, ki želijo izboljšati učinkovitost z osredotočenostjo na človeka načrtovanih dejavnosti znotraj svoje organizacije ali pri sistemih/storitvah oskrbovanja organizacije. Smernice tega mednarodnega standarda se ne uporabljajo za organizacijsko preoblikovanje, čeprav se z njihovo uporabo morda prepozna, da obstaja potreba po preoblikovanju. OPOMBA 2: Standarda ISO 9241-2 in ISO TS 18152 podrobneje obravnavata organizacijsko oblikovanje. Ta mednarodni standard ne določa posebnih metod. Postopke, opisane v standardu ISO 9241-220, je mogoče izvajati z različnimi metodami (kot so metode, opisane v standardu ISO/TR 16982). Standard ISO 9241-210 določa pristope za načrtovanje z osredotočenostjo na človeka, ki jih uporabljajo vodje projektov, medtem ko je ta mednarodni standard namenjen tistim, ki izvajajo in podpirajo načrtovanje z osredotočenostjo na človeka. Te postopke je mogoče uvesti glede na potrebe določenega projekta in/ali organizacije. Ta mednarodni standard določa namene, rezultate, dejavnosti in delovne izdelke za posamezen postopek. Sklicuje se tudi na druge dele skupine standardov ISO 9241, ki obravnavajo načrtovanje in/ali ocenjevanje delov interaktivnih sistemov ali njihovih okolij (glej normativni dodatek B).

General Information

• Status: Published
• Public Enquiry End Date: 04-May-2016
• Publication Date: 08-Sep-2019
• ICS: 13.180 - Ergonomics
• Technical Committee: VSN - Safety of machinery
• Current Stage: 6060 - National Implementation/Publication (Adopted Project)
• Start Date: 26-Apr-2019
• Due Date: 01-Jul-2019
• Completion Date: 09-Sep-2019
• Ref Project: EN ISO 9241-220:2019 - Ergonomics of human-system interaction - Part 220: Processes for enabling, executing and assessing human-centred design within organizations (ISO 9241-220:2019)

Standards Content (Sample)

SLOVENSKI STANDARD
SIST EN ISO 9241-220:2019
01-oktober-2019
Ergonomija medsebojnega vpliva človek-sistem - 220. del: Procesi za omogočanje,
izvajanje in ocenjevanje na človeka osredotočenega načrtovanja interaktivnih
sistemov v organizacijah (ISO 9241-220:2019)
Ergonomics of human-computer interaction - Part 220: Processes for enabling, executing
and assessing human-centred design within organizations (ISO 9241-220:2019)
Ergonomie der Mensch-System-Interaktion - Teil 220: Prozesse zur Ermöglichung,
Durchführung und Bewertung menschzentrierter Gestaltung für interaktive Systeme in
Hersteller- und Betreiberorganisationen (ISO 9241-220:2019)
Ergonomie de L'intéraction homme-système - Partie 220: Processus de validation,
d'exécution et d 'éval uation de la conception centrée sur l'opérateur humain au sein des
organisations (ISO 9241-220:2019)
Ta slovenski standard je istoveten z: EN ISO 9241-220:2019
ICS:
13.180 Ergonomija Ergonomics
SIST EN ISO 9241-220:2019 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST EN ISO 9241-220:2019

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SIST EN ISO 9241-220:2019


EN ISO 9241-220
EUROPEAN STANDARD

NORME EUROPÉENNE

April 2019
EUROPÄISCHE NORM
ICS 13.180; 35.180
English Version

Ergonomics of human-system interaction - Part 220:
Processes for enabling, executing and assessing human-
centred design within organizations (ISO 9241-220:2019)
Ergonomie de l'intéraction homme-système - Partie Ergonomie der Mensch-System-Interaktion - Teil 220:
220: Processus de validation, d'éxécution et Prozesse zur Ermöglichung, Durchführung und
d'évaluation de la conception centrée sur l'opérateur Bewertung menschzentrierter Gestaltung für
humain au sein des organisations (ISO 9241-220:2019) interaktive Systeme in Hersteller- und
Betreiberorganisationen (ISO 9241-220:2019)
This European Standard was approved by CEN on 17 March 2019.

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-CENELEC 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-CENELEC 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, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania,
Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland,
Turkey and United Kingdom.





EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION

EUROPÄISCHES KOMITEE FÜR NORMUNG

CEN-CENELEC Management Centre: Rue de la Science 23, B-1040 Brussels
© 2019 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN ISO 9241-220:2019 E
worldwide for CEN national Members.

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SIST EN ISO 9241-220:2019
EN ISO 9241-220:2019 (E)
Contents Page
European foreword . 3

2

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SIST EN ISO 9241-220:2019
EN ISO 9241-220:2019 (E)
European foreword
This document (EN ISO 9241-220:2019) has been prepared by Technical Committee ISO/TC 159
"Ergonomics" in collaboration with 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 October 2019, and conflicting national standards shall
be withdrawn at the latest by October 2019.
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. CEN shall not be held responsible for identifying any or all such patent rights.
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, Former Yugoslav Republic of Macedonia,
France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta,
Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland,
Turkey and the United Kingdom.
Endorsement notice
The text of ISO 9241-220:2019 has been approved by CEN as EN ISO 9241-220:2019 without any
modification.

3

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SIST EN ISO 9241-220:2019

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SIST EN ISO 9241-220:2019
INTERNATIONAL ISO
STANDARD 9241-220
First edition
2019-03
Ergonomics of human-system
interaction —
Part 220:
Processes for enabling, executing
and assessing human-centred design
within organizations
Ergonomie de l'intéraction homme-système —
Partie 220: Processus de validation, d'exécution et d'évaluation de la
conception centrée sur l'opérateur humain au sein des organisations
Reference number
ISO 9241-220:2019(E)
©
ISO 2019

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SIST EN ISO 9241-220:2019
ISO 9241-220:2019(E)

COPYRIGHT PROTECTED DOCUMENT
© ISO 2019
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting
on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address
below or ISO’s member body in the country of the requester.
ISO copyright office
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Website: www.iso.org
Published in Switzerland
ii © ISO 2019 – All rights reserved

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SIST EN ISO 9241-220:2019
ISO 9241-220:2019(E)

Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 2
3 Terms and definitions . 2
4 Abbreviated terms .10
5 Conformance .10
6 Purpose and benefits of this document .11
6.1 Purpose of human-centred design .11
6.2 Purpose of HCD process descriptions .12
6.3 Benefits of using HCD process descriptions .12
7 HCD processes .12
7.1 HCD process model .12
7.2 HCD processes .13
7.3 Relationships between the HCD processes .15
8 Using the HCD process descriptions.16
8.1 Uses of the process descriptions .16
8.1.1 General.16
8.1.2 Implementing human-centred design as part of a system development or
procurement process and/or support life cycle .16
8.1.3 Assessing an enterprise’s existing capability to carry out the human-
centred processes .16
8.1.4 Improving the application of human-centred design as part of an existing
system development process .17
8.1.5 Development of competence in human-centred design .17
8.2 Applying the process descriptions .17
8.2.1 General.17
8.2.2 Integration with systems and software engineering .18
8.2.3 Implementation of the processes .18
8.2.4 Iteration of processes .19
9 HCD process descriptions .19
9.1 Format .19
9.2 Ensure enterprise focus on human-centred quality (HCP.1) .19
9.2.1 Purpose and outcomes of HCP.1 .19
9.2.2 Incorporate human-centred quality in business strategy (HCP.1.1) .20
9.2.3 Institutionalize human-centred quality (HCP.1.2) .21
9.3 Enable human-centred design across projects and systems (HCP.2) .22
9.3.1 Purpose and outcomes of HCP.2 .22
9.3.2 Integration of human-centred design (HCP.2.1) .22
9.3.3 Resources for human-centred design (HCP.2.2) .23
9.3.4 Authorization and control of human-centred quality (HCP.2.3) .24
9.4 Execute human-centred design within a project (HCP.3) .25
9.4.1 Purpose and outcomes of HCP.3 .25
9.4.2 Plan and manage human-centred design for the project (HCP.3.1) .26
9.4.3 Identify the context of use (HCP.3.2) .31
9.4.4 Establish the user requirements (HCP.3.3) .33
9.4.5 Design solutions that meet user requirements (HCP.3.4) .39
9.4.6 User-centred evaluation (HCP.3.5) .43
9.5 Introduction, operation and end of life of a system (HCP.4) .47
9.5.1 Overall purposes and outcomes .47
9.5.2 Introducing the system (HCP.4.1) . .48
© ISO 2019 – All rights reserved iii

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SIST EN ISO 9241-220:2019
ISO 9241-220:2019(E)

9.5.3 Human-centred quality in operation (HCP.4.2) .50
9.5.4 Human-centred quality during upgrades (HCP.4.3) .50
9.5.5 Human-centred quality at the end of life of a system (HCP.4.4) .51
Annex A (informative) Work products for HCD processes .53
Annex B (normative) Tailoring of processes and work products .65
Annex C (informative) Relationship to other human-centred design standards .68
Annex D (informative) Uses of the document .75
Annex E (informative) Human-centred quality .79
Annex F (informative) Risk management and human-centred design .85
Bibliography .88
iv © ISO 2019 – All rights reserved

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SIST EN ISO 9241-220:2019
ISO 9241-220:2019(E)

Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www .iso .org/patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO's adherence to the
World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see www .iso
.org/iso/foreword .html.
This document was prepared by Technical Committee ISO/TC 159, Ergonomics, Subcommittee SC 4,
Ergonomics of human–system interaction.
This first edition of ISO 9241-220 cancels and replaces ISO/TR 18529:2000.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www .iso .org/members .html.
© ISO 2019 – All rights reserved v

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SIST EN ISO 9241-220:2019
ISO 9241-220:2019(E)

Introduction
This document describes processes that represent good practice for human-centred design within and
across projects. Human-centred design is an approach to system design and development that aims to
improve usability, accessibility and user experience and avoid harm from use, by focussing on the use
of the system.
The primary intended users of this document are professionals responsible for institutionalising
human-centred design in an organization, who need to specify, assess and improve human-centred
design in the organization. This application needs the clear and consistent structure that is provided
by process definitions, as described in ISO/IEC TR 24774. For an introduction to human-centred design,
see ISO 9241-210 (described below).
Process models were developed to provide:
— the potential to analyse the ability of an organization to deliver and/or maintain a system that meets
a required level of performance and quality;
— a description of the factors that hinder this ability; and
— a means of addressing such shortcomings and mitigating associated risks of adverse consequences.
These have led to the widespread adoption of process modelling and assessment as an element in the
assurance of timely and effective system delivery. Processes are defined at the level of what is done to
develop and operate a system or organization.
The processes in this document represent good practice in human-centred design from a range of
industries. They are described from the perspective of those who analyse, design and evaluate the
human use of interactive systems. This includes associated requirements for project management and
top management support for human-centred design.
This document uses the same structured format as other International Standards for process models
(such as ISO/IEC/IEEE 12207 and ISO/IEC/IEEE 15288). ISO/IEC/IEEE 12207 refers to this document
for information on human-centred design and usability.
Human-centred design aims to achieve required levels of human-centred quality. In this document,
human-centred quality is the collective term used to refer to usability, accessibility, user experience,
and avoidance of harm from use (see Annex E).
This document can be used to:
— implement human-centred design as part of a system development or procurement process and/or
support life cycle;
— assess an enterprise’s existing capability to carry out the human-centred processes;
— improve the application of human-centred design as part of an existing system development process;
— develop competence in human-centred design.
For executives/top management, this document gives guidance on governance in the area of human-
centred quality. Use of this guidance gives confidence that interactive systems developed and used by
an organization are usable and accessible.
For managers, this document facilitates integration of human-centred design into the system life cycle
and quality management system. Human-centred activities can be specified, assessed and improved as
required for projects.
This document enables efficient interaction between human-centred design and other disciplines. The
services and information that human-centred design staff provide to projects are defined so that their
value and purpose can be understood.
vi © ISO 2019 – All rights reserved

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SIST EN ISO 9241-220:2019
ISO 9241-220:2019(E)

Relationship to ISO 9241-210
ISO 9241-210 describes the principles of a human-centred approach and the activities necessary
for human-centred design of an interactive system. Conformance is achieved by carrying out all the
required activities and those recommended activities that are identified as being relevant. ISO 9241-210
describes HCD activities in less detail than this document and can be used to provide an overview of a
project’s basic capabilities in human-centred design.
This document extends the model in ISO 9241-210, and elaborates the principles and activities as
structured processes with defined outcomes for the execution of human-centred design within a
project.
Annex C identifies the specific aspects of the processes in this document that are associated with
the requirements and recommendations in ISO 9241-210 by mapping between them. Application of
relevant HCD processes as described in document can be used as a means of showing conformance to
ISO 9241-210. The extra detail can provide a basis for organizational improvements in human-centred
design where any non-compliances are identified.
© ISO 2019 – All rights reserved vii

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SIST EN ISO 9241-220:2019

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SIST EN ISO 9241-220:2019
INTERNATIONAL STANDARD ISO 9241-220:2019(E)
Ergonomics of human-system interaction —
Part 220:
Processes for enabling, executing and assessing human-
centred design within organizations
1 Scope
This document describes the processes and specifies the outcomes by which human-centred
design (HCD) is carried out within organizations. Human-centred design aims to meet requirements for
human-centred quality (see Annex E) throughout the life cycle of interactive systems. The processes are
described from the viewpoint of those responsible for the analysis, design and evaluation of the human
use of interactive systems. The process descriptions include the purpose, benefits, outcomes, typical
activities and work products for each process, and are for use in the specification, implementation,
assessment and improvement of the activities used for human-centred design and operation in any
type of system life cycle. They can also provide the basis for professional development and certification.
The processes are associated with the domains of ergonomics/human factors, human–computer
interaction, usability and user experience. This document does not include specific methods for human-
centred design, nor does it describe processes for organizational redesign.
The scope of this document does not include other aspects of ergonomics, which include the design of
organizations as well as systems for human use, and which extend beyond the domain of design; for
example in the forensic analysis of the causes of accidents and in the generation of data and methods of
measurement.
NOTE 1 ISO/TS 18152 is a related standard with a broader scope than this document. It includes the
organizational processes for the identification and handling of issues related to both users and other stakeholders.
The intended application of this document is computer-based interactive systems. While the processes
apply to interactive systems that deliver services, they do not cover the design of those services. The
relevant aspects of the processes can also be applied to simple or non-computer–based interactive
systems.
NOTE 2 Human-centred design concentrates on the human-centred aspects of design and not on other aspects
of design such as mechanical construction, programming or the basic design of services.
The process descriptions in this document provide the basis for a rigorous assessment of an enterprise’s
capability to carry out human-centred processes in compliance with the ISO/IEC 33000 family of
standards.
This document is intended for use by organizations that want to address and improve their treatment
of human-centred design of either their internal systems or the products and services they provide, and
the procurement of systems and parts of systems. The processes can be applied by small- and medium-
sized enterprises as well as by large organizations.
Copyright release for the process descriptions
Users of this document may freely reproduce the process descriptions contained in Clause 9 as part of
any process assessment model, or as part of any demonstration of compatibility with this document, so
that it can be used for its intended purpose.
© ISO 2019 – All rights reserved 1

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SIST EN ISO 9241-220:2019
ISO 9241-220:2019(E)

2 Normative references
There are no normative references in this document.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
ISO and IEC maintain terminological databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https: //www .iso .org/obp
— IEC Electropedia: available at http: //www .electropedia .org/
3.1
accessibility
extent to which products, systems, services, environments and facilities can be used by people from a
population with the widest range of user needs, characteristics and capabilities to achieve identified
goals in identified contexts of use
Note 1 to entry: Context of use includes direct use or use supported by assistive technologies.
[SOURCE: ISO 9241-112:2017, 3.15]
3.2
context of use
combination of users, goals and tasks, resources, and environment
Note 1 to entry: The “environment” in a context of use includes the technical, physical, social, cultural and
organizational environments.
Note 2 to entry: This can apply to an existing context of use or an intended context of use.
[SOURCE: ISO 9241-11:2018, 3.1.15, modified — Note 2 to entry has been added.]
3.3
decomposition
breaking of a complex problem or system into smaller parts that are more manageable and easier to
understand
3.4
effectiveness
accuracy and completeness with which users achieve specified goals
[SOURCE: ISO 9241-11:2018, 3.1.12]
3.5
efficiency
resources used in relation to the results achieved
Note 1 to entry: Typical resources include time, human effort, costs and materials.
[SOURCE: ISO 9241-11:2018, 3.1.13]
3.6
enterprise
that part of an organization with responsibility to acquire and to supply products and/or services
according to agreements
Note 1 to entry: An organization may be involved in several enterprises, and an enterprise may involve one or
more organizations.
2 © ISO 2019 – All rights reserved

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SIST EN ISO 9241-220:2019
ISO 9241-220:2019(E)

[SOURCE: ISO/TS 18152:2010, 4.4]
3.7
ergonomics
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
[SOURCE: ISO 26800:2011, 2.2, modified — The Note has been omitted.]
3.8
evaluation
systematic determination of the extent to which an entity meets its specified criteria
[SOURCE: ISO/IEC 25041:2012]
3
...

SLOVENSKI STANDARD
oSIST prEN ISO 9241-220:2016
01-april-2016
(UJRQRPLMDPHGVHERMQHJDYSOLYDþORYHNVLVWHPGHO3URFHVL]DRPRJRþDQMH
L]YDMDQMHLQRFHQMHYDQMHQDþORYHNDRVUHGRWRþHQHJDQDþUWRYDQMDLQWHUDNWLYQLK
VLVWHPRYYRUJDQL]DFLMDK,62',6
Ergonomics of human-computer interaction - Part 220: Processes for enabling, executing
and assessing human-centred design within organizations (ISO/DIS 9241-220)
Ergonomie der Mensch-System-Interaktion - Teil 220: Prozesse zur Ermöglichung,
Durchführung und Bewertung menschzentrierter Gestaltung für interaktive Systeme in
Hersteller- und Betreiberorganisationen (ISO/DIS 9241-220)
Ergonomie de l'interaction homme-système (ISO/DIS 9241-220:2016)
Ta slovenski standard je istoveten z: prEN ISO 9241-220
ICS:
13.180 Ergonomija Ergonomics
oSIST prEN ISO 9241-220:2016 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

---------------------- Page: 1 ----------------------
oSIST prEN ISO 9241-220:2016

---------------------- Page: 2 ----------------------
oSIST prEN ISO 9241-220:2016
DRAFT INTERNATIONAL STANDARD
ISO/DIS 9241-220
ISO/TC 159/SC 4 Secretariat: BSI
Voting begins on: Voting terminates on:
2016-02-18 2016-05-17
Ergonomics of human-computer interaction —
Part 220:
Processes for enabling, executing and assessing human-
centred design within organizations
Ergonomie de l’interaction homme-système
ICS: 13.180; 35.180
ISO/CEN PARALLEL PROCESSING
This draft has been developed within the International Organization for
Standardization (ISO), and processed under the ISO lead mode of collaboration
as defined in the Vienna Agreement.
This draft is hereby submitted to the ISO member bodies and to the CEN member
bodies for a parallel five month enquiry.
Should this draft be accepted, a final draft, established on the basis of comments
received, will be submitted to a parallel two-month approval vote in ISO and
THIS DOCUMENT IS A DRAFT CIRCULATED
formal vote in CEN.
FOR COMMENT AND APPROVAL. IT IS
THEREFORE SUBJECT TO CHANGE AND MAY
NOT BE REFERRED TO AS AN INTERNATIONAL
STANDARD UNTIL PUBLISHED AS SUCH.
To expedite distribution, this document is circulated as received from the
IN ADDITION TO THEIR EVALUATION AS
committee secretariat. ISO Central Secretariat work of editing and text
BEING ACCEPTABLE FOR INDUSTRIAL,
composition will be undertaken at publication stage.
TECHNOLOGICAL, COMMERCIAL AND
USER PURPOSES, DRAFT INTERNATIONAL
STANDARDS MAY ON OCCASION HAVE TO
BE CONSIDERED IN THE LIGHT OF THEIR
POTENTIAL TO BECOME STANDARDS TO
WHICH REFERENCE MAY BE MADE IN
Reference number
NATIONAL REGULATIONS.
ISO/DIS 9241-220:2016(E)
RECIPIENTS OF THIS DRAFT ARE INVITED
TO SUBMIT, WITH THEIR COMMENTS,
NOTIFICATION OF ANY RELEVANT PATENT
RIGHTS OF WHICH THEY ARE AWARE AND TO
©
PROVIDE SUPPORTING DOCUMENTATION. ISO 2016

---------------------- Page: 3 ----------------------
oSIST prEN ISO 9241-220:2016
ISO DIS 9241-220
ISO/DIS 9241-220:2016(E)

Contents
1 Scope 1
2 Conformance 1
3 Terms and definitions 2
4 Purpose and benefits of this part of ISO 9241 10
4.1 Purpose of Human Centred Design Process Descriptions.10
4.2 Benefits of improving human-centred quality.10
5 Human-centred design processes 10
5.1 HCD process framework .10
5.2 HCD processes .12
5.3 Relationships between the HCD processes.14
6 Using the HCD process descriptions 15
6.1 Uses of the process descriptions .15
6.2 Notes on the use of process descriptions .16
7 Human-centred design process descriptions 17
7.0 Format.17
7.1 Ensure enterprise focus on human-centred quality (HCP.1) .17
7.1.0 Purpose and outcomes of HCP.1 17
7.1.1 Incorporate human-centred quality in business strategy (HCP.1.1) 18
7.1.2 Institutionalise human-centred quality (HCP.1.2) 19
7.2 Enable human-centred design across projects and systems (HCP.2) .19
7.2.0 Purpose and outcomes of HCP.2 19
7.2.1 Integration of human-centred design (HCP.2.1) 20
7.2.2 Resources for human-centred design (HCP.2.2) 21
7.2.3 Authorisation and control of human-centred quality (HCP.2.3) 22
7.3 Execute human-centred design within a project (HCP.3) .22
7.3.0 Purpose and outcomes of HCP.3 22
COPYRIGHT PROTECTED DOCUMENT
7.3.1 Plan and manage human-centred design for the project (HCP.3.1) 23
7.3.2 Context of use for each user group (HCP.3.2) 27
© ISO 2016, Published in Switzerland
7.3.3 Establish the user and related stakeholder requirements (HCP.3.3) 29
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
7.3.4 Design ergonomic solutions that meet user requirements (HCP.3.4) 32
written permission. Permission can be requested from either ISO at the address below or ISO’s member body in the country of
7.3.5 User-centred evaluation (HCP.3.5) 34
the requester.
ISO copyright office
7.4 Introduction, operation and end of life of a system (HCP.4) .37
Ch. de Blandonnet 8 • CP 401
CH-1214 Vernier, Geneva, Switzerland
7.4.0 Overall purposes and outcomes 37
Tel. [phone]
Fax [phone]
[e-mail]
www.iso.org
© ISO/IEC 2015 – All rights reserved
iii
ii © ISO 2016 – All rights reserved

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oSIST prEN ISO 9241-220:2016
ISO DIS 9241-220
Contents
1 Scope 1
2 Conformance 1
3 Terms and definitions 2
4 Purpose and benefits of this part of ISO 9241 10
4.1 Purpose of Human Centred Design Process Descriptions . 10
4.2 Benefits of improving human-centred quality . 10
5 Human-centred design processes 10
5.1 HCD process framework . 10
5.2 HCD processes . 12
5.3 Relationships between the HCD processes. 14
6 Using the HCD process descriptions 15
6.1 Uses of the process descriptions . 15
6.2 Notes on the use of process descriptions . 16
7 Human-centred design process descriptions 17
7.0 Format . 17
7.1 Ensure enterprise focus on human-centred quality (HCP.1) . 17
7.1.0 Purpose and outcomes of HCP.1 17
7.1.1 Incorporate human-centred quality in business strategy (HCP.1.1) 18
7.1.2 Institutionalise human-centred quality (HCP.1.2) 19
7.2 Enable human-centred design across projects and systems (HCP.2) . 19
7.2.0 Purpose and outcomes of HCP.2 19
7.2.1 Integration of human-centred design (HCP.2.1) 20
7.2.2 Resources for human-centred design (HCP.2.2) 21
7.2.3 Authorisation and control of human-centred quality (HCP.2.3) 22
7.3 Execute human-centred design within a project (HCP.3) . 22
7.3.0 Purpose and outcomes of HCP.3 22
7.3.1 Plan and manage human-centred design for the project (HCP.3.1) 23
7.3.2 Context of use for each user group (HCP.3.2) 27
7.3.3 Establish the user and related stakeholder requirements (HCP.3.3) 29
7.3.4 Design ergonomic solutions that meet user requirements (HCP.3.4) 32
7.3.5 User-centred evaluation (HCP.3.5) 34
7.4 Introduction, operation and end of life of a system (HCP.4) . 37
7.4.0 Overall purposes and outcomes 37
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iii

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oSIST prEN ISO 9241-220:2016
ISO DIS 9241-220
7.4.1 Introducing the system (HCP.4.1) 38
7.4.2 Human-centred quality in operation (HCP.4.2) 39
7.4.3 Human-centred quality in maintenance and upgrade (HCP.4.3) 39
7.4.4 Human-centred quality at the end of life of a system (HCP.4.4) 40
Annex A (normative) Work products for the processes described in ISO 9241-220 42
A.1 Introduction . 42
A.2 Format of the process work product list . 42
A.3 Use of the process work product list . 42
A.4 Process work product list . 43
A.5 Descriptions of work products. 48
A.5.1 Use of work products 48
A.5.2 Sources of the work products 48
A.5.3 Generic Work Products 48
A.5.4 Specific work products related to human-centred quality described in ISO/IEC TR 25060 50
A.5.5 Systems work products from ISO/IEC 15504-6 52
Annex B (normative) Tailoring of processes and work products 53
B.1 Introduction . 53
B.2 Tailoring Process . 53
B.2.1 Purpose 53
B.2.2 Outcomes 53
B.2.3 Activities 53
B.3 Work product management . 54
Annex C (normative) Relationship to ISO 27500 and ISO 9241-210 56
C.1 Relationship to ISO 27500 Human-centred organization . 56
C.2 Cross-reference between ISO 9241-210 and ISO 9241-220 HCPs . 56
Annex D (informative) Uses of the document 62
D.1 Different uses . 62
D.1.1 Implementing human-centred design 62
D.1.2 Assessing an enterprise’s existing capability to carry out the human-centred processes 62
D.1.3 Improving the application of human-centred design as part of an existing system development
process 63
D.1.4 Development of competence in human-centred design 63
D.2 Organizational context for implementing human-centred design . 64
Annex E (informative) Human-centred quality 66
E.1 General . 66
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oSIST prEN ISO 9241-220:2016
ISO DIS 9241-220
E.2 Minimizing risks . 67
E.3 Minimizing risks arising directly from use . 67
E.3.1 Risks of adverse consequences for the user 67
E.3.2 Risks of adverse consequences as a result of use within an organization 67
E.4 Risks for target audiences within an organization . 67
E.4.1 General 67
E.4.2 Specific project risks 68

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v

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oSIST prEN ISO 9241-220:2016
ISO DIS 9241-220
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.
ISO 9241-220 was prepared by Technical Committee ISO/TC159 Ergonomics, Subcommittee SC4.
ISO 9241-220 revises and replaces ISO/TR18529:2000. The major changes are:
• Technical update to take account of developments in human-centred design and usability, and
concepts such as user experience.
• Introduction of a collective term for the results of human-centred design of interactive systems.
• Architectural update to clarify the different types of process described (management, technical and
lifecycle).
• Format update to align with ISO/IEC 24774 in the description of processes.
• Content update with increased detail and number of process descriptions and inclusion of work
product descriptions from ISO/IEC 25060 and ISO/IEC 15504-6.

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oSIST prEN ISO 9241-220:2016
ISO DIS 9241-220
Introduction
This part of ISO 9241 describes processes that represent good practice for human-centred design within and
across projects. The primary intended users of ISO 9241-220 are those institutionalising human-centred
design in an organization, who need to specify, assess and improve human-centred design in the
organization. This application needs the clear and consistent structure that is provided by process definitions,
as described in ISO/IEC TR 24774.
Process models offer:
a) the potential to analyse the ability of an organization to deliver and/or maintain a system that meets a
required level of performance and quality;
b) a description of the factors that hinder this ability; and
c) a means of addressing such shortcomings and mitigating associated risks of adverse consequences.
These have led to the widespread adoption of process modelling and assessment as an element in the
assurance of timely and effective system delivery. Processes are defined at the level of what is done to
develop and operate a system or organization.
NOTE 1 Process models have been defined for particular applications and industries. International standard process
models are being developed by ISO and ISO/IEC JTC1. The specification in ISO 9241-220 provides a bridge between
standardization in the area of Ergonomics (by ISO TC159) and the life cycle standardization being carried out by ISO/IEC
JTC1/SC7 Software engineering.
The processes in ISO 9241-220 represent good international practice in human-centred design from a range
of industries. They are described from the perspective of those who analyse, design and evaluate the human
use of interactive systems. This includes associated requirements for project management and top
management support for human-centred design.
ISO 9241-220 uses the same structured format as other International Standards for process models. Rather
than describing each process with “shalls” and “shoulds”, the process is defined in a table where the process
outcomes are the requirements, and the typical process activities are the recommended ways of achieving the
outcomes.
ISO 9241-220 can be used for:
• implementing human-centred design as part of a system development or procurement process and/or
support lifecycle;
• assessing an enterprise’s existing capability to carry out the human-centred processes;
• improving the application of human-centred design as part of an existing system development process;
• development of competence in human-centred design.
For executives/top management ISO 9241-220 gives guidance on governance in the area of human-centred
quality. Using ISO 9241-220 as the basis gives confidence that interactive systems developed and used by an
organization will be usable and accessible.
For managers ISO 9241-220 facilitates integration of human-centred design into the system lifecycle and
quality management system. Human-centred activities can be specified, assessed and improved as required
for projects.
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vii

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oSIST prEN ISO 9241-220:2016
ISO DIS 9241-220
ISO 9241-220 enables efficient interaction between human-centred design and other disciplines. The
services and information that technical staff provide to projects are defined so that their value and purpose
can be understood.
Relationship to ISO 9241-210
ISO 9241-210 Human-centred design for interactive systems describes the principles of a human-centred
approach and the activities necessary to be human-centred in design. ISO 9241-220 elaborates these
principles and activities as structured processes with defined outcomes. Conformance to ISO 9241-220 can
be achieved either by applying all the processes, or a selected set that are justified as being relevant, and
meeting the outcomes of all selected processes.
ISO 9241-210 describes human-centred design activities in less detail. Conformance is achieved by carrying
out all the required activities and other recommended activities that are justified as being relevant.
NOTE 2 ISO 9241-220 can be used as a means of showing conformance to the requirements and applicable
recommendations in ISO 9241-210 by using the mapping in Annex C of ISO 9241-220. The extra detail provided by ISO
9241-220 can provide a basis for organizational improvements in human-centred design where any non-compliances are
identified.
ISO 9241-210 also explains that human-centred design has a broad range of benefits. These can include
improving usability, accessibility and user experience, and reducing the risk of the interactive system failing to
meet stakeholder requirements. In ISO 9241-220 human-centred quality is the collective term used to refer to
these outcomes. The target of human-centred design is thus to establish an acceptable level of human-
centred quality.
Relationship to ISO/IEC 25010
Quality in use (defined in ISO/IEC 25010) that is composed of effectiveness, efficiency, satisfaction and
freedom from risk is a similar concept to human-centred quality, but includes risks of adverse consequences
that could arise from any aspect of the quality of the product or system.
Demonstrating conformance to other aspects of human-centred design Other International Standards
specify other aspects of human-centred design.
• ISO/TS 18152:2010 Ergonomics of human-system interaction – Specification for the process assessment
of human-system issues. ISO TS 18152 is a process model of the same form as ISO 9241-220, but with a
wider scope that includes all human-system issues in an organization.
• ISO FDIS 27500 The human-centred organization – Rationale and general principles. ISO 27500 defines
seven principles for human-centred organizations. It recommends that an organization’s executive board
establish a policy to implement a human-centred approach that implements these principles. ISO 27500
explains the management of risk through consideration of ergonomics.
• ISO 27501 WD The human-centred organization – Management level processes. [Will be deleted if 27501
is not FDIS before publication of 9241-22-0]
• ISO 26800 Ergonomics – General approach, principles and concepts. ISO 26800 requires an ergonomics
approach to design to be human-centred. It defines basic requirements on an ergonomics-orientated
design processes.
• ISO/IEC 2506x Systems and software engineering – Systems and software Quality Requirements and
Evaluation (SQuaRE) – Common Industry Format for usability reports. The ISO/IEC 2506x series of
International Standards specify the content of a range of reports of usability activities including context of
use specification, user needs report, evaluation reports.
• IEC 62508 Guidance on human aspects of dependability. IEC 62508 provides guidelines in the form of
detailed principles and recommendations on human-centred design for dependable systems, i.e. systems
that have to perform as and when required.
© ISO/IEC 2015 – All rights reserved
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oSIST prEN ISO 9241-220:2016
ISO DIS 9241-220

Ergonomics of human-system interaction – Part 220: Processes
for enabling, executing and assessing human-centred design
within organizations
1 Scope
ISO 9241-220 describes the processes by which human-centred design (HCD) is supported and carried out
within organizations, and used to achieve human-centred quality throughout the life cycle of interactive
systems. The process descriptions include the purpose, benefits, outcomes, typical activities and work
products for each process. The process descriptions are for use in the specification, implementation,
assessment and improvement of the activities used for human-centred design and operation. They can also
provide the basis for professional development and certification.
ISO 924-220 describes processes associated with the domains of ergonomics/human factors, human
computer interaction, usability and user experience. ISO 9241-220 does not describe processes for
organizational redesign. Ergonomics has a scope that includes the design of organizations as well as
systems for human use, and is used beyond the domain of design; for example in the forensic analysis of the
causes of accidents and in the generation of data and methods of measurement.
NOTE 1 ISO TS 18152 is a related standard with a broader scope than ISO 9241-220 that includes the organizational
processes for the identification and handling of issues related to people (users and other stakeholders).
The intended application of ISO 924-220 is computer-based interactive systems.
NOTE 2 Relevant processes can also be applied to simpler or non-computer-based systems.
This part of ISO 9241 does not include specific methods for human-centred design.
2 Conformance
A claim of conformance to ISO 9241-220 is a claim to have successfully applied a set of the processes in ISO
9241-220 in a project or organization.
There are three ways of applying the processes in ISO 9241-220:
1. Applying all processes defined in 9241-220. In this case conformance means meeting the outcomes
of all processes;
2. Applying a selected set of processes that are relevant to the project or organizational context. In this
case conformance means both justifying the selection of processes and meeting the outcomes of all
selected processes;
3. Adapting processes to apply the process purpose to a different context or domain (e.g. if not applying
processes to interactive systems). This is known as “tailoring” (see Annex B).
A claim of conformance to ISO 9241-220, shall:
1. declare the set of processes for which conformance is claimed;
2. provide a justification of omission for each process that is omitted;
3. describe any tailoring of processes and work products (following the requirements of Annex B).
© ISO/IEC 2015 – All rights reserved
1

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oSIST prEN ISO 9241-220:2016
ISO DIS 9241-220
Assessment of the performance of processes shall use the process outcomes as evidence. Assessment of
process application is usually carried out by a process capability assessment. In this case the requirements
in the relevant parts of ISO/IEC 33000 may be applied.
All applicable process outcomes within the declared set shall be achieved for conformance.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
3.1
accessibility
 usability of a product, service, environment or facility by people with the widest range of
capabilities
Note 1 to entry: The concept of accessibility addresses the full range of user capabilities and is not limited to
users who are formally recognised as having a disability.
Note 2 to entry: The usability-orientated concept of accessibility aims to achieve levels of effectiveness,
efficiency and satisfaction that are as high as possible considering the specified context of use, while paying
particular attention to the full range of capabilities within the user population.
[SOURCE: ISO 9241-171]
3.2
context of use
combination(s) of users, goals and tasks, resources, and physical and social environments
[SOURCE: ISO/DIS 9241-11]
Note 1 to entry: This can apply to an existing context of use or an intended context of use.
3.3
effectiveness
accuracy, completeness and lack of negative consequences with which users achieved specified goals
[SOURCE: ISO/DIS 9241-11]
3.4
efficiency
relationship between the result achieved and the resources used
[ISO 9000:2005 3.2.15]
3.5
ergonomics
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
[SOURCE: ISO 26800:2011]
3.6
enterprise
that part of an organization with responsibility to acquire and to supply products and/or services according to
agreements.
© ISO/IEC 2015 – All rights reserved
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oSIST prEN ISO 9241-220:2016
ISO DIS 9241-220
Note 1 to entry: An organization may be involved in several enterprises and an enterprise may involve one or more
organizations.
[SOURCE: ISO/TS 18152:2010, 4.4]
3.7
evaluation
systematic determination of the extent to which an entity meets its specified criteria
[SOURCE: ISO/IEC 12207:2008]
3.8
goal
intended outcome
[SOURCE: ISO 9241-11:1998, 3.8]
3.9
human factors data
information about humans and human behaviour
Note 1 to entry: This includes existing knowledge or new user related research. For example, anthropometric data,
health and safety data, psychometric measurements, ergonomics standards, accessibility standards, and expert
knowledge in human sciences (e.g. psychology, sociology, medicine, human computer interaction, behavioural science,
anthropology, management science, education, personnel and staffing management), and codifications of this information
and knowledge (e.g. international standards, legislative requirements, existing patents, good practice, style guides and
project standards) as appropriate.
[ISO/TS 18152:2010 modified to move “existing knowledge or new user related research” from the definition to
the Note.]
3.10
human-centred design
HCD
approach to system design and development that aims to make interactive systems more usable by focussing
on the use of the system; applying human factors, ergonomics and usability knowledge and techniques
Note 1 to entry: The term “human-centred design” is used rather than “user-centred design” in order to emphasize that
this standard 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 to entry: Usable systems can provide a number of benefits including improved productivity, enhanced user
wellbeing, avoidance of stress, increased accessibility, and reduced risk of harm.
[SOURCE: ISO 9241-210:2010, 2.7]
Note 3 to entry: In ISO 9241-220, “human-centred design” is used as a noun phrase, and “HCD” as an adjective phrase.
3.11
human-centred quality
extent to which requirements relating to usability, accessibility, user experience and minimi
...