SIST EN ISO 9241-210:2020
(Main)Ergonomics of human-system interaction - Part 210: Human-centred design for interactive systems (ISO 9241-210:2019)
Ergonomics of human-system interaction - Part 210: Human-centred design for interactive systems (ISO 9241-210:2019)
This standard 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 document 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 document 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 document 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 document.
Ergonomie der Mensch-System-Interaktion - Teil 210: Prozess zur Gestaltung gebrauchstauglicher interaktiver Systeme (ISO 9241-210:2019)
Dieses Dokument legt Anforderungen fest und gibt Empfehlungen für menschzentrierte 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 Rechnergestützte interaktive Systeme sind in Größe und Komplexität unterschiedlich. Beispiele dafür sind Standard-Softwareprodukte, kundenspezifische Bürosysteme, Prozessleitsysteme, automatisierte Banksysteme, Webseiten und Webanwendungen sowie Verbraucherprodukte wie beispielsweise Verkaufsautomaten, Mobiltelefone und Digitalfernsehen. In diesem Dokument werden derartige Systeme im Allgemeinen als Produkte, Systeme oder Dienste bezeichnet, wenngleich aus Gründen der Vereinfachung manchmal nur ein Begriff verwendet wird.
Dieses Dokument gibt einen Überblick über menschzentrierte Gestaltungsaktivitäten. Es enthält weder Einzelheiten zu Verfahren und Techniken, die für eine menschzentrierte Gestaltung erforderlich sind, noch werden Gesundheits und Sicherheitsaspekte im Detail behandelt. Obwohl Planung und Management einer menschzentrierten Gestaltung angesprochen werden, behandelt ISO 9241 210 nicht sämtliche Aspekte des Projektmanagements.
Die Informationen in diesem Dokument sind für diejenigen gedacht, die für Planung und Management von Projekten zur Gestaltung und Entwicklung interaktiver Systeme verantwortlich sind. Deshalb werden spezifische arbeitswissenschaftliche und ergonomische Fragestellungen nur in dem Umfang behandelt, der erforderlich ist, um es diesem Personenkreis zu ermöglichen, deren Relevanz und Bedeutung im Gestaltungsprozess als Ganzes zu verstehen. Dieser Teil der ISO 9241 bietet außerdem einen Rahmen für Fachleute auf dem Gebiet der Arbeitswissenschaft und der Gebrauchstauglichkeit, die in die menschzentrierte Gestaltung involviert sind. Detailfragen auf den Gebieten der Arbeitswissenschaft/Ergonomie, Gebrauchstauglichkeit und Zugänglichkeit werden ausführlicher in einer Reihe von Normen einschließlich anderer Teile der ISO 9241 (siehe Anhang A) und der ISO 6385 behandelt, die die allgemeinen Grundsätze der Ergonomie darlegt.
Die Anforderungen und Empfehlungen in diesem Dokument können für alle von Nutzen sein, die in die menschzentrierte Gestaltung und Entwicklung involviert sind. Anhang B enthält eine Checkliste, die verwendet werden kann, um Ansprüche auf Konformität mit diesem Dokument zu belegen.
Ergonomie de l'interaction homme-système - Partie 210: Conception centrée sur l'opérateur humain pour les systèmes interactifs (ISO 9241-210:2019)
Le présent document spécifie 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. Il est destiné à être utilisé par les responsables de la gestion des processus de conception et traite des manières dont les composants matériels et logiciels des systèmes interactifs peuvent améliorer l'interaction homme-système.
NOTE Les systèmes informatiques interactifs présentent des différences de taille et de complexité. Ils comprennent, par exemple, les produits logiciels disponibles dans le commerce (prêts à l'emploi), les logiciels de bureautique personnalisés, les systèmes de contrôle des processus, les systèmes bancaires automatisés, les sites et applications Web, ainsi que les produits destinés au grand public, tels que les distributeurs automatiques, les téléphones mobiles et les postes de télévision numérique. Dans le présent document, ces systèmes sont généralement définis comme des produits, des systèmes ou des services, bien que, pour des raisons de simplicité, un seul terme soit parfois utilisé.
Le présent document donne un aperçu des activités de conception centrée sur l'opérateur humain. Il ne couvre pas de manière exhaustive les méthodes et techniques requises pour la conception centrée sur l'opérateur humain, ni le détail de tous les aspects liés à la santé ou à la sécurité. Bien qu'il couvre la planification et la gestion de la conception centrée sur l'opérateur humain, il ne traite pas de tous les aspects de la gestion de projets.
Les informations fournies dans le présent document sont destinées à être utilisées par les responsables de la planification et de la gestion des projets de conception et de développement de systèmes interactifs. Ces informations n'abordent donc les aspects techniques des facteurs humains et de l'ergonomie que dans la mesure où ces responsables ont besoin d'appréhender la pertinence et l'importance de ces données par rapport au processus de conception dans son ensemble. Ces informations fournissent également un cadre pour les professionnels des facteurs humains et de l'utilisabilité impliqués dans la conception centrée sur l'opérateur humain. Les questions détaillées liées aux facteurs humains/à l'ergonomie, à l'utilisabilité et à l'accessibilité sont traitées de manière plus approfondie dans différentes normes, y compris d'autres parties de l'ISO 9241 (voir Annexe A) et de l'ISO 6385 qui établit les principes généraux de l'ergonomie.
Toutes les parties impliquées dans la conception et le développement centrés sur l'opérateur humain peuvent tirer profit des exigences et des recommandations spécifiées dans le présent document. L'Annexe B fournit une liste de contrôle pouvant être utilisée à l'appui des déclarations de conformité du présent document.
Ergonomija medsebojnega vpliva človek-sistem - 210. del: Procesi načrtovanja interaktivnih sistemov, osredotočenih na človeka (ISO 9241-210:2019)
Ta standard podaja zahteve ter priporočila za načela in dejavnosti načrtovanja z osredotočenostjo na človeka v celotnem življenjskem ciklu računalniških interaktivnih sistemov. Namenjen je tistim, ki upravljajo postopke načrtovanja, in opredeljuje načine, s katerimi lahko komponente strojne in programske opreme interaktivnih sistemov izboljšajo medsebojni vpliv človek-sistem. Ta dokument podaja pregled dejavnosti načrtovanja z osredotočenostjo na človeka. Ne zajema podrobnosti metod in tehnik, potrebnih za načrtovanje z osredotočenostjo na človeka, niti ne obravnava podrobnosti zdravstvenih in varnostnih vidikov. Čeprav obravnava vzpostavljanje in upravljanje načrtovanja z osredotočenostjo na človeka, pa ne obravnava vseh vidikov vodenja projektov. Informacije v tem dokumentu so namenjene tistim, ki so odgovorni za planiranje in upravljanje projektov za načrtovanje in razvoj interaktivnih sistemov. Zaradi tega obravnava tehnične človeške dejavnike in vprašanja ergonomije le v obsegu, ki takšnim posameznikom omogoča razumevanje njihove ustreznosti in pomembnosti pri postopku načrtovanja kot celote. Podaja tudi okvir za strokovnjake na področju človeških dejavnikov in uporabnosti, ki sodelujejo pri načrtovanju z osredotočenostjo na človeka. Podrobni človeški dejavniki/ergonomija, uporabnost in vprašanja dostopnosti so podrobneje obravnavani v številnih standardih, vključno z drugimi deli standarda ISO 9241 (glej dodatek A) in standardom ISO 6385, ki določa splošna načela ergonomije. Zahteve in priporočila iz tega dokumenta so lahko uporabne za vse, ki so vključeni v načrtovanje in razvoj z osredotočenostjo na človeka. Dodatek B vključuje kontrolni seznam, ki ga je mogoče uporabiti za preverjanje skladnosti s tem dokumentom.
General Information
Relations
Standards Content (Sample)
SLOVENSKI STANDARD
SIST EN ISO 9241-210:2020
01-februar-2020
Nadomešča:
SIST EN ISO 9241-210:2011
Ergonomija medsebojnega vpliva človek-sistem - 210. del: Procesi načrtovanja
interaktivnih sistemov, osredotočenih na človeka (ISO 9241-210:2019)
Ergonomics of human-system interaction - Part 210: Human-centred design for
interactive systems (ISO 9241-210:2019)
Ergonomie der Mensch-System-Interaktion - Teil 210: Prozess zur Gestaltung
gebrauchstauglicher interaktiver Systeme (ISO 9241-210:2019)
Ergonomie de l'interaction homme-système - Partie 210: Conception centrée sur
l'opérateur humain pour les systèmes interactifs (ISO 9241-210:2019)
Ta slovenski standard je istoveten z: EN ISO 9241-210:2019
ICS:
13.180 Ergonomija Ergonomics
35.180 Terminalska in druga IT Terminal and other
periferna oprema IT peripheral equipment
SIST EN ISO 9241-210:2020 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
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SIST EN ISO 9241-210:2020
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SIST EN ISO 9241-210:2020
EN ISO 9241-210
EUROPEAN STANDARD
NORME EUROPÉENNE
August 2019
EUROPÄISCHE NORM
ICS 13.180; 35.180 Supersedes EN ISO 9241-210:2010
English Version
Ergonomics of human-system interaction - Part 210:
Human-centred design for interactive systems (ISO 9241-
210:2019)
Ergonomie de l'interaction homme-système - Partie Ergonomie der Mensch-System-Interaktion - Teil 210:
210: Conception centrée sur l'opérateur humain pour Prozess zur Gestaltung gebrauchstauglicher
les systèmes interactifs (ISO 9241-210:2019) interaktiver Systeme (ISO 9241-210:2019)
This European Standard was approved by CEN on 1 July 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, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway,
Poland, Portugal, Republic of North Macedonia, 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 9241-210:2019 E
worldwide for CEN national Members.
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SIST EN ISO 9241-210:2020
EN ISO 9241-210:2019 (E)
Contents Page
European foreword . 3
2
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SIST EN ISO 9241-210:2020
EN ISO 9241-210:2019 (E)
European foreword
This document (EN ISO 9241-210:2019) 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 February 2020, and conflicting national standards
shall be withdrawn at the latest by February 2020.
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.
This document supersedes EN ISO 9241-210:2010.
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, Republic of
North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the
United Kingdom.
Endorsement notice
The text of ISO 9241-210:2019 has been approved by CEN as EN ISO 9241-210:2019 without any
modification.
3
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SIST EN ISO 9241-210:2020
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SIST EN ISO 9241-210:2020
INTERNATIONAL ISO
STANDARD 9241-210
Second edition
2019-07
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 9241-210:2019(E)
©
ISO 2019
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SIST EN ISO 9241-210:2020
ISO 9241-210:2019(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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Phone: +41 22 749 01 11
Fax: +41 22 749 09 47
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO 2019 – All rights reserved
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SIST EN ISO 9241-210:2020
ISO 9241-210:2019(E)
Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Rationale for adopting human-centred design . 4
5 Principles of human-centred design . 6
5.1 General . 6
5.2 The design is based upon an explicit understanding of users, tasks and environments . 6
5.3 Users are involved throughout design and development . 6
5.4 The design is driven and refined by user-centred evaluation . 7
5.5 The process is iterative . 7
5.6 The design addresses the whole user experience . 7
5.7 The design team includes multidisciplinary skills and perspectives . 8
6 Planning human-centred design . 9
6.1 General . 9
6.2 Responsibility . 9
6.3 Content of plan . 9
6.4 Integration with project plan.10
6.5 Timing and resources .10
7 Human-centred design activities .10
7.1 General .10
7.2 Understanding and specifying the context of use .12
7.2.1 General.12
7.2.2 Context-of-use description .13
7.2.3 Sufficient detail to support design.13
7.2.4 Context of use specified for design . .13
7.3 Specifying the user requirements .13
7.3.1 General.13
7.3.2 Identifying user and other stakeholder needs .14
7.3.3 Deriving user requirements .14
7.3.4 Resolving trade-offs between user requirements .14
7.3.5 Ensuring the quality of user requirements specifications .14
7.4 Producing design solutions .15
7.4.1 General.15
7.4.2 Designing user tasks, user–system interaction and user interface to meet
user requirements, taking into consideration the whole user experience .15
7.4.3 Making design solutions more concrete .16
7.4.4 Altering the design solutions based on user-centred evaluation and feedback .17
7.4.5 Communicating the design solution to those responsible for implementation .17
7.5 Evaluating the design .17
7.5.1 General.17
7.5.2 Conducting user-centred evaluation .18
7.5.3 User-centred evaluation methods.18
7.5.4 User-based testing .18
7.5.5 Inspection-based evaluation.19
7.5.6 Long-term monitoring .19
8 Sustainability and human-centred design .20
9 Conformance .20
Annex A (informative) Overview of the ISO 9241 series .22
© ISO 2019 – All rights reserved iii
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SIST EN ISO 9241-210:2020
ISO 9241-210:2019(E)
Annex B (informative) Sample procedure for assessing applicability and conformance .23
Bibliography .33
iv © ISO 2019 – All rights reserved
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SIST EN ISO 9241-210:2020
ISO 9241-210:2019(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.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www .iso .org/members .html.
This second edition cancels and replaces the first edition (ISO 9241-210:2010), of which it constitutes a
minor revision. The changes compared to the previous edition are as follows:
— Figure 1 has been updated for clarity;
— additional information about accessibility has been added in 7.1;
— editorial changes have been made to align with the ISO/IEC Directives, Part 2.
A list of all parts in the ISO 9241 series can be found on the ISO website.
© ISO 2019 – All rights reserved v
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SIST EN ISO 9241-210:2020
ISO 9241-210:2019(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 document 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 document 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 document reflects
this by making requirements as well as recommendations.
vi © ISO 2019 – All rights reserved
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SIST EN ISO 9241-210:2020
INTERNATIONAL STANDARD ISO 9241-210:2019(E)
Ergonomics of human-system interaction —
Part 210:
Human-centred design for interactive systems
1 Scope
This document 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 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 document, such systems are generally referred to as products, systems or services
although, for simplicity, sometimes only one term is used.
This document 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 document 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 document 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 document.
2 Normative references
There are no normative references in this document.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
ISO and IEC maintain terminological databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https: //www .iso .org/obp
— IEC Electropedia: available at http: //www .electropedia .org/
© ISO 2019 – All rights reserved 1
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SIST EN ISO 9241-210:2020
ISO 9241-210:2019(E)
3.1
accessibility
extent to which products, systems, services, environments and facilities can be used by people from
a population with the widest range of user (3.1) needs, characteristics and capabilities to achieve
identified goals in identified contexts of use (3.10)
Note 1 to entry: Context of use includes direct use or use supported by assistive technologies.
[SOURCE: ISO 9241-112:2017, 3.15]
3.2
context of use
combination of users, goals and tasks, resources, and environment
Note 1 to entry: The “environment” in a context of use includes the technical, physical, social, cultural and
organizational environments.
[SOURCE: ISO 9241-11:2018, 3.1.15]
3.3
effectiveness
accuracy and completeness with which users achieve specified goals
[SOURCE: ISO 9241-11:2018, 3.1.12]
3.4
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]
3.5
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 6385:2016, 2.3]
3.6
goal
intended outcome
[SOURCE: ISO 9241-11:2018, 3.1.10]
3.7
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 to entry: The term “human-centred design” is used rather than “user-centred design” in order to emphasize
that this document 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 well-being, avoidance of stress, increased accessibility and reduced risk of harm.
2 © ISO 2019 – All rights reserved
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SIST EN ISO 9241-210:2020
ISO 9241-210:2019(E)
3.8
interactive system
combination of hardware and/or software and/or services and/or people that users interact with in
order to achieve specific goals
Note 1 to entry: This includes, where appropriate, packaging, user documentation, on-line and human help,
support and training.
[SOURCE: ISO 9241-11: 2018, 3.1.5]
3.9
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 1 to entry: 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.
3.10
satisfaction
extent to which the user's physical, cognitive and emotional responses that result from the use of a
system, product or service meet the user’s needs and expectations
Note 1 to entry: Satisfaction includes the extent to which the user experience that results from actual use meets
the user’s needs and expectations.
Note 2 to entry: Anticipated use can influence satisfaction with actual use.
[SOURCE: ISO 9241-11:2018, 3.1.14]
3.11
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
[SOURCE: ISO/IEC/IEEE 15288:2015, 4.1.44, modified — The example and Note 1 to entry have been
omitted.]
3.12
task
set of activities undertaken in order to achieve a specific goal
Note 1 to entry: These activities can be physical, perceptual and/or cognitive.
Note 2 to entry: While goals are independent of the means used to achieve them, tasks describe particular means
of achieving goals.
[SOURCE: ISO 9241-11:2018, 3.1.11]
3.13
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 1 to entry: The “specified” users, goals and context of use refer to the particular combination of users, goals
and context of use for which usability is being considered.
Note 2 to entry: The word “usability” is also used as a qualifier to refer to the design knowledge, competencies,
activities and design attributes that contribute to usability, such as usability expertise, usability professional,
usability engineering, usability method, usability evaluation, usability heuristic.
[SOURCE: ISO 9241-11:2018, 3.1.1]
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ISO 9241-210:2019(E)
3.14
user
person who interacts with a system, product or service
Note 1 to entry: Users of a system, product or service include people who operate the system, people who make
use of the output of the system and people who support the system (including providing maintenance and
training).
[SOURCE: ISO 9241-11:2018, 3.1.7]
3.15
user experience
user’s perceptions and responses that result from the use and/or anticipated use of a system, product
or service
Note 1 to entry: Users’ perceptions and responses include the users’ emotions, beliefs, preferences, perceptions,
comfort, behaviours, and accomplishments that occur before, during and after use.
Note 2 to entry: User experience is a consequence of brand image, presentation, functionality, system
performance, interactive behaviour, and assistive capabilities of a system, product or service. It also results from
the user’s internal and physical state resulting from prior experiences, attitudes, skills, abilities and personality;
and from the context of use.
[SOURCE: ISO 9241-11:2018, 3.2.3]
3.16
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
[SOURCE: ISO 9241-110:2006]
3.17
validation
confirmation, through the provision of objective evidence, that the requirements for a specific intended
use or application have been fulfilled
Note 1 to entry: 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.
[SOURCE: ISO 9000:2015, 3.8.13, modified — Note 1 to entry has been replaced and Notes 2 and 3 to
entry have been removed.]
3.18
verification
confirmation, through the provision of objective evidence, that specified requirements have been
fulfilled
Note 1 to entry: 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.
[SOURCE: ISO 9000:2015, 3.8.12, modified — Note 1 to entry has been replaced and Notes 2 and 3 to
entry have been removed.]
4 Rationale for adopting human-centred design
Using a human-centred approach to design and development has substantial econo
...
SLOVENSKI STANDARD
oSIST prEN ISO 9241-210:2019
01-maj-2019
(UJRQRPLMDPHGVHERMQHJDYSOLYDþORYHNVLVWHPGHO 3URFHVLQDþUWRYDQMD
LQWHUDNWLYQLKVLVWHPRYRVUHGRWRþHQLKQDþORYHND ,62)',6
Ergonomics of human-system interaction - Part 210: Human-centred design for
interactive systems (ISO/FDIS 9241-210:2019)
Ergonomie de l'interaction homme-système - Partie 210: Conception centrée sur
l'opérateur humain pour les systèmes interactifs (ISO/FDIS 9241-210:2019)
Ta slovenski standard je istoveten z: prEN ISO 9241-210
ICS:
13.180 Ergonomija Ergonomics
35.180 Terminalska in druga IT Terminal and other
periferna oprema IT peripheral equipment
oSIST prEN ISO 9241-210:2019 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
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oSIST prEN ISO 9241-210:2019
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oSIST prEN ISO 9241-210:2019
FINAL
INTERNATIONAL ISO/FDIS
DRAFT
STANDARD 9241-210
ISO/TC 159/SC 4
Ergonomics of human-system
Secretariat: BSI
interaction —
Voting begins on:
2019-03-08
Part 210:
Voting terminates on:
Human-centred design for
2019-05-31
interactive systems
Ergonomie de l'interaction homme-système —
Partie 210: Conception centrée sur l'opérateur humain pour les
systèmes interactifs
ISO/CEN PARALLEL PROCESSING
RECIPIENTS OF THIS DRAFT ARE INVITED TO
SUBMIT, WITH THEIR COMMENTS, NOTIFICATION
OF ANY RELEVANT PATENT RIGHTS OF WHICH
THEY ARE AWARE AND TO PROVIDE SUPPOR TING
DOCUMENTATION.
IN ADDITION TO THEIR EVALUATION AS
Reference number
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO-
ISO/FDIS 9241-210:2019(E)
LOGICAL, COMMERCIAL AND USER PURPOSES,
DRAFT INTERNATIONAL STANDARDS MAY ON
OCCASION HAVE TO BE CONSIDERED IN THE
LIGHT OF THEIR POTENTIAL TO BECOME STAN-
DARDS TO WHICH REFERENCE MAY BE MADE IN
©
NATIONAL REGULATIONS. ISO 2019
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oSIST prEN ISO 9241-210:2019
ISO/FDIS 9241-210:2019(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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Email: copyright@iso.org
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Published in Switzerland
ii © ISO 2019 – All rights reserved
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oSIST prEN ISO 9241-210:2019
ISO/FDIS 9241-210:2019(E)
Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Rationale for adopting human-centred design . 4
5 Principles of human-centred design . 6
5.1 General . 6
5.2 The design is based upon an explicit understanding of users, tasks and environments . 6
5.3 Users are involved throughout design and development . 6
5.4 The design is driven and refined by user-centred evaluation . 7
5.5 The process is iterative . 7
5.6 The design addresses the whole user experience . 7
5.7 The design team includes multidisciplinary skills and perspectives . 8
6 Planning human-centred design . 9
6.1 General . 9
6.2 Responsibility . 9
6.3 Content of plan . 9
6.4 Integration with project plan.10
6.5 Timing and resources .10
7 Human-centred design activities .10
7.1 General .10
7.2 Understanding and specifying the context of use .12
7.2.1 General.12
7.2.2 Context-of-use description .13
7.2.3 Sufficient detail to support design.13
7.2.4 Context of use specified for design . .13
7.3 Specifying the user requirements .13
7.3.1 General.13
7.3.2 Identifying user and other stakeholder needs .14
7.3.3 Deriving user requirements .14
7.3.4 Resolving trade-offs between user requirements .14
7.3.5 Ensuring the quality of user requirements specifications .14
7.4 Producing design solutions .15
7.4.1 General.15
7.4.2 Designing user tasks, user–system interaction and user interface to meet
user requirements, taking into consideration the whole user experience .15
7.4.3 Making design solutions more concrete .16
7.4.4 Altering the design solutions based on user-centred evaluation and feedback .17
7.4.5 Communicating the design solution to those responsible for implementation .17
7.5 Evaluating the design .17
7.5.1 General.17
7.5.2 Conducting user-centred evaluation .18
7.5.3 User-centred evaluation methods.18
7.5.4 User-based testing .18
7.5.5 Inspection-based evaluation.19
7.5.6 Long-term monitoring .19
8 Sustainability and human-centred design .20
9 Conformance .20
Annex A (informative) Overview of the ISO 9241 series .22
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Annex B (informative) Sample procedure for assessing applicability and conformance .23
Bibliography .33
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oSIST prEN ISO 9241-210:2019
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Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www .iso .org/patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO's adherence to the
World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see www .iso
.org/iso/foreword .html.
This document was prepared by Technical Committee ISO/TC 159, Ergonomics, Subcommittee SC 4,
Ergonomics of human-system interaction.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www .iso .org/members .html.
This second edition cancels and replaces the first edition (ISO 9241-210:2010), of which it constitutes a
minor revision. The changes compared to the previous edition are as follows:
— Figure 1 has been updated for clarity;
— additional information about accessibility has been added in 7.1;
— editorial changes have been made to align with the ISO/IEC Directives, Part 2.
A list of all parts in the ISO 9241 series can be found on the ISO website.
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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 document 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 document 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 document reflects
this by making requirements as well as recommendations.
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FINAL DRAFT INTERNATIONAL STANDARD ISO/FDIS 9241-210:2019(E)
Ergonomics of human-system interaction —
Part 210:
Human-centred design for interactive systems
1 Scope
This document 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 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 document, such systems are generally referred to as products, systems or services
although, for simplicity, sometimes only one term is used.
This document 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 document 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 document 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 document.
2 Normative references
There are no normative references in this document.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
ISO and IEC maintain terminological databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https: //www .iso .org/obp
— IEC Electropedia: available at http: //www .electropedia .org/
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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 (3.1) needs, characteristics and capabilities to achieve
identified goals in identified contexts of use (3.10)
Note 1 to entry: Context of use includes direct use or use supported by assistive technologies.
[SOURCE: ISO 9241-112:2017, 3.15]
3.2
context of use
combination of users, goals and tasks, resources, and environment
Note 1 to entry: The “environment” in a context of use includes the technical, physical, social, cultural and
organizational environments.
[SOURCE: ISO 9241-11:2018, 3.1.15]
3.3
effectiveness
accuracy and completeness with which users achieve specified goals
[SOURCE: ISO 9241-11:2018, 3.1.12]
3.4
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]
3.5
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 6385:2016, 2.3]
3.6
goal
intended outcome
[SOURCE: ISO 9241-11:2018, 3.1.10]
3.7
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 to entry: The term “human-centred design” is used rather than “user-centred design” in order to emphasize
that this document 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 well-being, avoidance of stress, increased accessibility and reduced risk of harm.
2 © ISO 2019 – All rights reserved
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3.8
interactive system
combination of hardware and/or software and/or services and/or people that users interact with in
order to achieve specific goals
Note 1 to entry: This includes, where appropriate, packaging, user documentation, on-line and human help,
support and training.
[SOURCE: ISO 9241-11: 2018, 3.1.5]
3.9
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 1 to entry: 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.
3.10
satisfaction
extent to which the user's physical, cognitive and emotional responses that result from the use of a
system, product or service meet the user’s needs and expectations
Note 1 to entry: Satisfaction includes the extent to which the user experience that results from actual use meets
the user’s needs and expectations.
Note 2 to entry: Anticipated use can influence satisfaction with actual use.
[SOURCE: ISO 9241-11:2018, 3.1.14]
3.11
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
[SOURCE: ISO/IEC/IEEE 15288:2015, 4.1.44, modified — The example and Note 1 to entry have been
omitted.]
3.12
task
activities required to achieve a goal
Note 1 to entry: These activities can be physical, perceptual and/or cognitive.
Note 2 to entry: While goals are independent of the means used to achieve them, tasks describe particular means
of achieving goals.
[SOURCE: ISO 9241-11:2018, 3.1.11]
3.13
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 1 to entry: The “specified” users, goals and context of use refer to the particular combination of users, goals
and context of use for which usability is being considered.
Note 2 to entry: The word “usability” is also used as a qualifier to refer to the design knowledge, competencies,
activities and design attributes that contribute to usability, such as usability expertise, usability professional,
usability engineering, usability method, usability evaluation, usability heuristic.
[SOURCE: ISO 9241-11:2018, 3.1.1]
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3.14
user
person who interacts with a system, product or service
Note 1 to entry: Users of a system, product or service include people who operate the system, people who make
use of the output of the system and people who support the system (including providing maintenance and
training).
[SOURCE: ISO 9241-11:2018, 3.1.7]
3.15
user experience
user’s perceptions and responses that result from the use and/or anticipated use of a system, product
or service
Note 1 to entry: Users’ perceptions and responses include the users’ emotions, beliefs, preferences, perceptions,
comfort, behaviours, and accomplishments that occur before, during and after use.
Note 2 to entry: User experience is a consequence of brand image, presentation, functionality, system
performance, interactive behaviour, and assistive capabilities of a system, product or service. It also results from
the user’s internal and physical state resulting from prior experiences, attitudes, skills, abilities and personality;
and from the context of use.
[SOURCE: ISO 9241-11:2018, 3.2.3]
3.16
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
[SOURCE: ISO 9241-110:2006]
3.17
validation
confirmation, through the provision of objective evidence, that the requirements for a specific intended
use or application have been fulfilled
Note 1 to entry: 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.
[SOURCE: ISO 9000:2015, 3.8.13, modified — Note 1 to entry has been replaced and Notes 2 and 3 to
entry have been removed.]
3.18
verification
confirmation, through the provision of objective evidence, that specified requirements have been
fulfilled
Note 1 to entry: 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.
[SOURCE: ISO 9000:2015, 3.8.12, modified — Note 1 to entry has been replaced and Notes 2 and 3 to
entry have been removed.]
4 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
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ISO/FDIS 9241-210:2019(E)
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 overall 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 (effectiveness, efficiency and satisfaction)
d) increasing accessibility (for people from a population with the widest range of user needs,
characteristics and capabilities);
e) improving user experience;
f) reducing discomfort and stress;
g) providing a competitive advantage, for example by improving brand image;
h) contributing towards sustainability objectives.
The human-centred approach can lead to increased human-centred quality (usability, accessibility, user
experience, avoidance of harm from use) as defined in ISO 9241-220.
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.
Table 1 — Examples of outputs from human-centred design activities
Activities Outputs from human-centred Examples of information con-
design tained in outputs
Understand and specify Context of use description — User group profiles
the context of use
— As-is scenarios
— Personas
Specify the user requirements User needs description — Identified user needs
User requirements specification
— Derived user requirements
— Required design guidance
Produce design solutions User-system interaction specifi- — Scenarios of use
to meet these requirements cation
— Low-fidelity prototypes
User interface specification
— High-fidelity prototypes
Implemented user interface
Evaluate the designs Evaluation results — Usability-test report
against requirements
Conformance test results
— Field report
Long-term monitoring results
— User survey report
NOTE More detailed information on each output can be found in ISO/IEC TR 25060.
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5 Principles of human-centred design
5.1 General
This document provides a framework
...
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