EN ISO 9241-220:2019
(Main)Ergonomics of human-system interaction - Part 220: Processes for enabling, executing and assessing human-centred design within organizations (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)
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.
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'éxécution et d'évaluation 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
Overview
EN ISO 9241-220:2019 - Ergonomics of human‑system interaction, Part 220 - defines organizational processes for enabling, executing and assessing human‑centred design (HCD). The standard describes the purpose, benefits, typical activities and required work products for HCD across the life cycle of interactive systems. It targets computer‑based interactive systems (and can be applied to simpler non‑computer interactive systems) and is intended for organizations that design, procure or operate such systems.
Key topics and requirements
- HCD process model and descriptions: Clear process definitions (Clause 9) covering purpose, outcomes, activities and work products. Process descriptions are copyright‑released for reuse in assessments and compliance demonstrations.
- Enterprise focus on human‑centred quality (HCP.1): Institutionalizing human‑centred quality within strategy and governance.
- Enabling HCD across projects (HCP.2): Integration, resourcing, authorization and control of HCD across an organization.
- Executing HCD in projects (HCP.3): Planning and managing HCD, identifying context of use, establishing user requirements, designing solutions, and conducting user‑centred evaluation (usability testing, accessibility and user experience considerations).
- Operation and end‑of‑life (HCP.4): Introducing systems, maintaining human‑centred quality during operation and upgrades, and addressing end‑of‑life activities.
- Supportive material: Annexes list recommended work products, tailoring guidance, relationships to other HCD standards, uses of the document, a human‑centred quality framework, and links to risk management.
- Conformance and assessment: Process descriptions provide the basis for capability assessment against the ISO/IEC 33000 family (process capability models).
Practical applications and users
- Who uses it: UX/HCI professionals, ergonomists, product managers, systems engineers, procurement teams, QA leads, and organizational leaders aiming to institutionalize usability, accessibility and positive user experience.
- How it’s used:
- Specify HCD requirements in procurement and development contracts.
- Implement and integrate HCD into systems and software engineering lifecycles.
- Assess and improve organizational capability to perform HCD (process assessment and certification readiness).
- Develop internal competence, governance and resources for usability and UX.
- Benefits: Improved usability, accessibility and user experience; reduced use‑related harm; consistent HCD practice across projects; clearer evidence for conformity and procurement.
Related standards
- ISO/IEC 33000 family - process capability assessment
- ISO/TS 18152 - broader organizational scope for stakeholder issue handling (related)
- Other parts of ISO 9241 - ergonomics and human‑system interaction guidance
Keywords: EN ISO 9241-220:2019, human‑centred design, HCD processes, ergonomics, usability, user experience, process assessment, interactive systems.
Standards Content (Sample)
SLOVENSKI STANDARD
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
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
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.
Contents Page
European foreword . 3
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.
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
ISO 9241-220:2019(E)
© 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
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Published in Switzerland
ii © ISO 2019 – All rights reserved
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 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
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
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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).
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.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 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
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.
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 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
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]
3.9
goal
intended outcome
[SOURCE: ISO 9241-11:2018, 3.1.10]
3.10
harm from use
negative consequences regarding health, safety, finances or the environment that result from use of
the system
Note 1 to entry: The negative consequences can be for the user or for any other stakeholder.
Note 2 to entry: Although avoidance of harm from use, i.e. eliminating any exposure of risk that poses a potential
harm, cannot be achieved completely, designing an interactive system can aim at mitigating risks to an acceptable
minimum (see Annex E).
[SOURCE: ISO 9241-11:2018, 3.2.4, modified — Note 2 to entry has been added.]
3.11
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 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: The objectives of human-centred design include identification of the technical functionality that
is a prerequisite for human-centred quality.
Note 3 to entry: In this document, “human-centred design” is used as a noun phrase, and “HCD” as an
adjective phrase.
[SOURCE: ISO 9241-210:2010, 2.7, modified — Note 2 to entry has been replaced and Note 3 to entry has
been added.]
3.12
human-centred quality
extent to which requirements for usability, accessibility, user experience and avoidance of harm from
use are met
Note 1 to entry: Provision of the necessary technical functionality is a prerequisite for human-centred quality.
ISO 9241-220:2019(E)
Note 2 to entry: Usability, accessibility, user experience and avoidance of harm from use can only be managed to
the extent that they can be controlled by designed aspects of the interactive system.
Note 3 to entry: Human-centred quality is a collective term for the intended outcomes of interaction of the user
with the system.
3.13
human-centred quality objective
objective for the design of an interactive system facilitating achievement of intended outcomes with
appropriate usability, accessibility, user experience and avoidance of harm from use arising from the
use of the system
Note 1 to entry: Human-centred quality objectives are statements of outcomes to be achieved for the users of the
system in general. They are often provided by the sponsor of the system taking the perspective of its future users.
3.14
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.
3.15
inspection-based evaluation
evaluation based on the judgment of one or more evaluator(s) who examine or use a system to identify
potential usability problems and/or deviations from established criteria
Note 1 to entry: Established criteria typically include user requirements, usability guidelines in standards,
design conventions contained in manufacturer guidelines and style guides, task models to be supported as well
as standardized principles.
Note 2 to entry: Inspection-based evaluation is a generic term for methods that include, but are not limited to,
heuristic evaluation, cognitive walkthroughs, standards inspection, pluralistic walkthroughs, and consistency
inspections.
[SOURCE: ISO/IEC 25066:2016, 3.10, modified — Notes to entry 1, 3 and 5 were deleted and the
remaining Notes renumbered.]
3.16
interaction object
control or component (including information) assisting the user in achieving
specified goals using an interactive system
3.17
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]
3.18
life cycle
evolution of a system, product, service, project or other human-made entity from conception through
retirement
[SOURCE: ISO/IEC/IEEE 15288:2015, 4.1.23]
4 © ISO 2019 – All rights reserved
ISO 9241-220:2019(E)
3.19
process
set of interrelated or interacting activities that use inputs to deliver an intended result
[SOURCE: ISO 9000:2015, 3.4.1]
3.20
process activity
activity that, when consistently performed, contributes to achieving a specific process purpose
Note 1 to entry: In ISO/IEC 33001:2015 this is called a base practice.
Note 2 to entry: For some process activities, the need for the performance of the activity will depend on the
project context.
3.21
process assessment
disciplined evaluation of an organization's processes against a process assessment model
[SOURCE: ISO/IEC 33001:2015, 3.2.15]
3.22
process benefit
positive achievement from the execution of a process
Note 1 to entry: Benefits are often spread broadly across the business and not necessarily related to the technical
or business intent of executing a process.
Note 2 to entry: A benefit can provide the motivation to execute a process, but it may not be the primary reason
to do so.
3.23
process capability
capability of a process to meet its purpose as managed by an organization's management and process
definition structures
Note 1 to entry: This usage differs from human capability, military capability and operational capability.
Note 2 to entry: Process capability levels are described in ISO/IEC 33002.
3.24
process category
set of processes addressing the same general area of activity
[SOURCE: ISO/TS 18152:2010, 4.15]
3.25
process improvement
set of actions taken to improve the quality of the organization’s processes aligned with the business
needs and the needs of other concerned parties
[SOURCE: ISO/IEC 33001:2015, 3.1.7, modified — The words "set of" have been added to the definition.]
3.26
process outcome
observable result of the successful achievement of the process purpose
[SOURCE: ISO/IEC/IEEE 12207:2017, 3.1.34]
ISO 9241-220:2019(E)
3.27
process purpose
high level objective of performing the process and the likely outcomes of effective implementation of
the process
Note 1 to entry: The implementation of the process is to provide benefits to the stakeholders.
[SOURCE: ISO/IEC/IEEE 12207:2017, 3.1.35]
3.28
project
endeavour with defined start and finish criteria undertaken to create a product or service in accordance
with specified resources and requirements
Note 1 to entry: The term “project” is not intended to be exclusive to the development of a system. Projects
include long-term activities related to a system, such as training, maintenance and support.
[SOURCE: ISO/IEC/IEEE 15288:2015, 4.1.33, modified — Note 1 to entry has been changed.]
3.29
prototype
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 can 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.
[SOURCE: ISO 9241-210:2010, 2.9]
3.30
requirement
condition or capability that must be met or possessed by a system, system component, product, or
service to satisfy an agreement, standard, specification, or other formally imposed documents
[SOURCE: ISO/IEC/IEEE 24765:2017, 3.3431 meaning 2, modified — The Note and the Example have
been deleted.]
3.31
risk
effect of uncertainty on objectives
Note 1 to entry: An effect is a deviation from the expected — positive and/or negative.
Note 2 to entry: Objectives can have different aspects (such as financial, health and safety, and environmental
goals) and can apply at different levels (such as strategic, organization-wide, project, product and process).
Note 3 to entry: Risk is often characterized by reference to potential events and consequences, or a combination
of these.
Note 4 to entry: Risk is often expressed in terms of a combination of the consequences of an event (including
changes in circumstances) and the associated likelihood of occurrence.
Note 5 to entry: Uncertainty is the state, even partial, of deficiency of information related to, understanding or
knowledge of an event, its consequence, or likelihood.
[SOURCE: ISO Guide 73:2009, 1.1]
6 © ISO 2019 – All rights reserved
ISO 9241-220:2019(E)
3.32
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]
3.33
service
means of delivering value for the customer by facilitating outcomes the customer wants to achieve
Note 1 to entry: Services can include both human-system interactions (e.g. accessing a word processor through
the web) and human-human interactions (e.g. a citizen interacting with a clerk at the post office counter).
Note 2 to entry: The “customer” is a user, and does not necessarily have a financial relationship.
[SOURCE: ISO/IEC 20000-1:2018, 3.2.15, modified — The Notes to entry have been replaced.]
3.34
stakeholder
person or organization that can affect, be affected by, or perceive themselves to be affected by a decision
or activity
Note 1 to entry: Stakeholders can include: users, systems owners or managers and people who are indirectly
affected by the operation of a system, product or service.
Note 2 to entry: Different stakeholders can have different expectations, needs, or requirements.
[SOURCE: ISO 31000:2018, 3.3, modified — Note 1 to entry has been replaced and Note 2 to entry has
been added.]
3.35
system
combination of interacting elements organized to achieve one or more stated purposes
Note 1 to entry: A system is sometimes considered as a product or as the services it provides.
Note 2 to entry: A complete system includes all of the associated equipment, facilities, material, computer
programs, firmware, technical documentation, services and personnel required for operations and support to
the degree necessary for self-sufficient use in its intended environment.
Note 3 to entry: A system can be composed of a product, service, built environment or combination thereof,
and people.
[SOURCE: ISO/IEC/IEEE 15288:2015, 4.1.46, modified — Note 2 has been replaced and Note 3 added.]
3.36
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]
ISO 9241-220:2019(E)
3.37
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 term "usability" is often used as a qualifier to refer to the 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]
3.38
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 maintenance and training).
[SOURCE: ISO 26800:2011, 2.10, modified — Note 1 to entry has been replaced and Note 2 has been
removed.]
3.39
user-based evaluation
evaluation that involves representative users performing tasks with the system to enable identification
of human-centred quality problems and/or measurements of efficiency, effectiveness, user satisfaction
or other user experiences
[SOURCE: ISO/IEC 25066:2016, 3.22, modified — “Usability” has been replaced by “human-centred
quality.”]
3.40
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: User’s perceptions and responses include the user’s 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 and personality; and from
the context of use.
Note 3 to entry: The term "user experience" can also be used to refer to competence or processes such as user
experience professional, user experience design, user experience method, user experience evaluation, user
experience research, user experience department.
Note 4 to entry: Human-centred design can only manage those aspects of user experience that result from
designed aspects of the interactive system.
[SOURCE: ISO 9241-210:2010, 2.15, modified — The definition has been reworded for clarification,
Note 3 to entry has been replaced and Note 4 to entry has been added.]
3.41
user group
subset of intended users who are differentiated from other intended users by characteristics of the
users, tasks or
...
Frequently Asked Questions
EN ISO 9241-220:2019 is a standard published by the European Committee for Standardization (CEN). Its full title is "Ergonomics of human-system interaction - Part 220: Processes for enabling, executing and assessing human-centred design within organizations (ISO 9241-220:2019)". This standard covers: 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.
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.
EN ISO 9241-220:2019 is classified under the following ICS (International Classification for Standards) categories: 13.180 - Ergonomics; 35.180 - IT Terminal and other peripheral equipment. The ICS classification helps identify the subject area and facilitates finding related standards.
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기사 제목: EN ISO 9241-220:2019 - 인간-시스템 상호작용의 인간공학 - 파트 220: 조직 내 인간중심 디자인 가능성, 실행 및 평가를 위한 프로세스 (ISO 9241-220:2019) 기사 내용: 이 문서는 조직 내에서 인간중심 디자인(HCD)이 수행되는 프로세스를 설명하고 결과를 지정합니다. 인간중심 디자인은 상호작용 시스템의 수명주기 전체에서 인간중심 품질 요구사항을 충족시키는 것을 목표로 합니다(부록 E 참조). 프로세스는 인터랙티브 시스템의 인간사용의 분석, 설계 및 평가에 대한 책임자의 시점에서 설명됩니다. 프로세스 설명에는 각 프로세스의 목적, 혜택, 결과, 일반적인 활동 및 작업물이 포함되어 있으며, 어떤 유형의 시스템 수명주기에서 인간중심 디자인과 운영에 사용되는 활동의 사양, 구현, 평가 및 개선에 사용할 수 있습니다. 또한 전문 개발 및 인증의 기초를 제공할 수도 있습니다. 이 프로세스는 인간공학/인적요소, 인간-컴퓨터 상호작용, 사용성 및 사용자 경험과 관련된 도메인과 연관됩니다. 이 문서에는 인간중심 디자인의 특정 방법이 포함되어 있지 않으며, 조직 재설계에 대한 프로세스도 설명되지 않습니다. 이 문서의 범위는 디자인의 영역을 초과하는 조직 및 인간 사용을 위한 시스템의 설계와 같은 인간공학의 다른 측면을 포함하지 않습니다. 예를 들어 사고 원인의 법의학적 분석 및 데이터 생성 및 측정 방법 생성과 같은 영역을 초과합니다. 참고 1: ISO/TS 18152는 이 문서보다 보다 포괄적인 범위를 가지는 관련 표준입니다. 이 표준은 사용자 및 기타 이해관계자와 관련된 문제들의 식별 및 처리를 위한 조직 프로세스를 포함합니다. 이 문서의 의도된 적용 대상은 컴퓨터 기반 인터랙티브 시스템입니다. 이 프로세스는 서비스를 제공하는 인터랙티브 시스템에 적용되지만, 해당 서비스의 디자인을 다루지는 않습니다. 프로세스의 관련 측면은 단순하거나 컴퓨터를 사용하지 않는 인터랙티브 시스템에도 적용할 수 있습니다. 참고 2: 인간중심 디자인은 기계적 구조, 프로그래밍 또는 서비스의 기본적인 디자인과 같은 디자인의 다른 측면보다는 인간중심의 측면에 중점을 둡니다. 이 문서의 프로세스 설명은 ISO/IEC 33000 패밀리의 표준과의 준수에 따라 엄격한 평가 기반의 기업 능력 평가의 기초를 제공합니다. 이 문서는 내부 시스템 또는 제품 및 서비스의 인간중심 디자인, 시스템 및 시스템 부분의 구매에 대한 개선을 고려하고자 하는 조직에 사용하기 위해 제작되었습니다. 이 프로세스는 중소기업과 대기업 모두에게 적용될 수 있습니다. 프로세스 설명에 대한 저작권 제한 해제 이 문서의 사용자는 문서에 포함된 프로세스 설명을 어떤 프로세스 평가 모델의 일부로 자유롭게 복제하거나 이 문서와의 호환성을 증명하는 일부로 사용함으로써 목적에 맞게 사용할 수 있습니다.
記事のタイトル：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) 記事内容：この文書は、組織内で人間中心のデザイン（HCD）が実行されるためのプロセスを説明し、結果を指定します。人間中心のデザインは、インタラクティブシステムのライフサイクル全体で人間中心の品質要件を満たすことを目指しています（付録Eを参照）。プロセスは、インタラクティブシステムの人間使用の分析、設計、評価に責任を持つ人々の視点から記述されています。プロセスの説明には、各プロセスの目的、利点、結果、典型的な活動、作業成果物が含まれており、人間中心の設計や運営において使用される活動の仕様、実装、評価、改善に使用するために提供されています。また、プロフェッショナルな発展や認証の基礎としても使用できます。 これらのプロセスは、人間工学/人間要素、人間コンピュータインタラクション、使いやすさ、ユーザーエクスペリエンスの領域に関連しています。この文書には人間中心設計の具体的な方法は含まれておらず、組織の再設計に関するプロセスも記述されていません。 この文書の範囲には、デザインのみならず、組織や人間の使用のためのシステムの設計を含む人間工学の他の側面も含まれていません。たとえば、事故原因の法的分析やデータの生成と測定方法の生成などの領域はデザインの領域を超えます。 注1：ISO/TS 18152は、この文書よりも広範な範囲を持つ関連規格です。これにはユーザーやその他の関係者に関連する問題の識別と処理のための組織プロセスも含まれます。 この文書の対象はコンピュータベースのインタラクティブシステムです。これらのプロセスはサービスを提供するインタラクティブシステムに適用できますが、それらのサービスの設計をカバーしていません。プロセスの関連する側面は、単純な非コンピュータベースのインタラクティブシステムにも適用できます。 注2：人間中心のデザインは、機械構造、プログラミング、基本的なサービス設計など、デザインの他の側面ではなく、人間中心の側面に焦点を当てています。 この文書のプロセスの説明は、ISO/IEC 33000ファミリーの標準に準拠した厳密な 能力評価の基礎を提供します。 この文書は、内部システムまたは提供する製品やサービス、およびシステムおよびシステムの一部の調達の人間中心の設計の取り扱いを改善したい組織に使用することを目的としています。プロセスは、中小企業だけでなく大企業でも適用できます。 プロセスの説明の著作権解除 この文書のユーザーは、プロセスの説明を、プロセス評価モデルの一部またはこの文書との互換性のデモンストレーションの一部として自由に複製して、その目的に使用することができます。
The article discusses the standard EN ISO 9241-220:2019, which specifies the processes for carrying out human-centered design within organizations. Human-centered design aims to meet requirements for human-centered quality throughout the life cycle of interactive systems. The document describes the purpose, benefits, outcomes, activities, and work products for each process, and can be used in the specification, implementation, assessment, and improvement of human-centered design activities. It is applicable to computer-based interactive systems, but can also be applied to simple or non-computer-based interactive systems. The article notes that the document does not include specific design methods or address organizational redesign. It is intended for use by organizations looking to improve their treatment of human-centered design, including internal systems, products, services, and procurement. The process descriptions in the document can be reproduced for assessments and compatibility purposes.
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