EN ISO 9241-20:2009

SLOVENSKI STANDARD
01-april-2009
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Ergonomics of human-system interaction - Part 20: Accessibility guidelines for
information/communication technology (ICT) equipment and services (ISO 9241-
20:2008)
Ergonomie der Mensch-System-Interaktion - Teil 20: Leitlinien für die Zugänglichkleit
von Informations- und Kommunikationstechnik und Dienstleistungen (ISO 9241-
20:2008)
Ergonomie de l'interaction homme-système - Partie 20: Lignes directrices sur
l'accessibilité de l'équipement et des services des technologies de l'information et de la
communication (TIC) (ISO 9241-20:2008)
Ta slovenski standard je istoveten z: EN ISO 9241-20:2009
ICS:
13.180 Ergonomija Ergonomics
35.180 Terminalska in druga IT Terminal and other
periferna oprema IT peripheral equipment
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

EUROPEAN STANDARD
EN ISO 9241-20
NORME EUROPÉENNE
EUROPÄISCHE NORM
January 2009
ICS 13.180; 35.180
English Version
Ergonomics of human-system interaction - Part 20: Accessibility
guidelines for information/communication technology (ICT)
equipment and services (ISO 9241-20:2008)
Ergonomie de l'interaction homme-système - Partie 20: Ergonomie der Mensch-System-Interaktion - Teil 20:
Lignes directrices sur l'accessibilité de l'équipement et des Leitlinien für die Zugänglichkeit der Geräte und Dienste in
services des technologies de l'information et de la der Informations- und Kommunikationstechnologie (ISO
communication (TIC) (ISO 9241-20:2008) 9241-20:2008)
This European Standard was approved by CEN on 29 December 2008.
CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this European
Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such national
standards may be obtained on application to the CEN Management Centre or to any CEN member.
This European Standard exists in three official versions (English, French, German). A version in any other language made by translation
under the responsibility of a CEN member into its own language and notified to the CEN Management Centre has the same status as the
official versions.
CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland,
France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal,
Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
Management Centre: Avenue Marnix 17, B-1000 Brussels
© 2009 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN ISO 9241-20:2009: E
worldwide for CEN national Members.

Contents Page
Foreword .3

Foreword
The text of ISO 9241-20:2008 has been prepared by Technical Committee ISO/TC 159 “Ergonomics” of the
International Organization for Standardization (ISO) and has been taken over as EN ISO 9241-20:2009 by
Technical Committee CEN/TC 122 “Ergonomics”, the secretariat of which is held by DIN.
This European Standard shall be given the status of a national standard, either by publication of an identical
text or by endorsement, at the latest by July 2009, and conflicting national standards shall be withdrawn at the
latest by July 2009.
Attention is drawn to the possibility that some of the elements of this document may be the subject of patent
rights. CEN [and/or CENELEC] shall not be held responsible for identifying any or all such patent rights.
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, Cyprus, Czech
Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia,
Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain,
Sweden, Switzerland and the United Kingdom.
Endorsement notice
The text of ISO 9241-20:2008 has been approved by CEN as a EN ISO 9241-20:2009 without any
modification.
INTERNATIONAL ISO
STANDARD 9241-20
First edition
2008-03-01
Ergonomics of human-system
interaction —
Part 20:
Accessibility guidelines for
information/communication technology
(ICT) equipment and services
Ergonomie de l'interaction homme-système —
Partie 20: Lignes directrices sur l'accessibilité de l'équipement et des
services des technologies de l'information et de la communication (TIC)

Reference number
ISO 9241-20:2008(E)
©
ISO 2008
ISO 9241-20:2008(E)
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ISO 9241-20:2008(E)
Contents Page
Foreword. iv
Introduction . vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions. 2
4 Application . 3
4.1 Principles. 3
4.2 Application framework . 4
4.3 Implementing the recommendations. 4
4.4 Conformance. 5
5 Accessibility . 7
5.1 General. 7
5.2 Context(s) of use and accessibility. 7
5.3 Process . 8
6 Recommendations related to managing development. 8
6.1 Information accessibility policy . 8
6.2 Development accountability . 8
7 Recommendations related to user characteristics . 8
7.1 General. 8
7.2 Vision . 11
7.3 Hearing. 12
7.4 Speech . 14
7.5 Physical capabilities. 14
7.6 Cognitive capabilities. 16
8 Recommendations related to task characteristics. 17
8.1 Performing tasks based on context of use . 17
8.2 Providing alternative ways of performing tasks. 18
8.3 Performing maintenance and other non-task related operations. 18
9 Recommendations related to equipment and service characteristics. 18
9.1 General. 18
9.2 Other standards for ICT equipment and services . 20
9.3 Assistive technologies. 20
9.4 Selection and operation of ICT equipment and services. 21
9.5 Preparation and completion of operation . 21
10 Recommendations related to environmental characteristics . 22
10.1 Operating in a range of environments. 22
10.2 Designing environments. 22
10.3 Impacting the environment. 23
Annex A (informative) Overview of the ISO 9241 series. 24
Annex B (informative) Sample checklist for assessing applicability and conformance of ICT
equipment and services. 28
Annex C (informative) User needs. 33
Bibliography . 42

ISO 9241-20:2008(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies
(ISO member bodies). The work of preparing International Standards is normally carried out through
ISO technical committees. Each member body interested in a subject for which a technical committee has
been established has the right to be represented on that committee. International organizations, governmental
and non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the
International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.
International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.
The main task of technical committees is to prepare International Standards. Draft International Standards
adopted by the technical committees are circulated to the member bodies for voting. Publication as an
International Standard requires approval by at least 75 % of the member bodies casting a vote.
Attention is drawn to the possibility that some of the elements of this document may be the sub
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