ISO/IEC TR 18720:2024

Technical
Report
ISO/IEC TR 18720
First edition
Information technology — User
2024-01
interfaces — Use cases of serviced
offices
Technologies de l’information — Interfaces utilisateur — Cas
d’utilisation des bureaux équipés
Reference number
© ISO/IEC 2024
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
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© ISO/IEC 2024 – All rights reserved
ii
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Third workplace . 2
4.1 Overview .2
4.2 Market size .4
5 Use cases of serviced offices . 5
5.1 Typical scenarios of the uses of serviced offices .5
5.2 General use cases .6
5.2.1 General .6
5.2.2 Variation of user’s work .6
5.3 Additional services .8
5.3.1 Additional services for persistent attributes change .8
5.3.2 Additional services for temporal attributes change .8
Annex A (informative) Actor list . 10
Annex B (informative) Classification of use cases and related actors.20
Bibliography .29

© ISO/IEC 2024 – All rights reserved
iii
Foreword
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This document was prepared by Joint Technical Committee ISO/IEC JTC 1, Information technology,
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www.iec.ch/national-committees.

© ISO/IEC 2024 – All rights reserved
iv
Introduction
For a serviced office that is defined as a part of third workplace, there are a variety of service forms and usage
patterns. Consistency between the service form and the mode of use of its user and the service form and the
mode of use provided is highly important. This document investigates and reports the current situation of
serviced offices by using use cases to develop an international standard that defines icons intended for use
on search sites.
© ISO/IEC 2024 – All rights reserved
v
Technical Report ISO/IEC TR 18720:2024(en)
Information technology — User interfaces — Use cases of
serviced offices
1 Scope
This document illustrates the use cases of serviced offices among the third workplaces used for flexible
working hours and places.
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 terminology databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at https:// www .electropedia .org/
3.1
telework
remote work
working outside the main office (3.5) using information and communications technology (ICT)
3.2
workplace
place where intellectual production activities, production and office work are carried out
3.3
third workplace
workplace (3.2) other than the primary place of work (main office (3.5)) and the secondary place of work
(home)
3.4
serviced office
office managed by a facility management entity, where services are provided to users based on a contract of
use
Note 1 to entry: A serviced office can be paid for or free of charge.
3.5
main office
workplace (3.2) to which the worker belongs
3.6
satellite office
workplace (3.2) located outside the main office (3.5)
Note 1 to entry: A satellite office is a place that fulfils the same role as the main office (3.5) of the company or the group
and is set up for the exclusive use of the company or the group.

© ISO/IEC 2024 – All rights reserved
3.7
cyber office
virtual office
workplace (3.2) located in virtual space that is implemented with ICT
3.8
partitioned type office
serviced office (3.4) with individual workspaces divided by separators
3.9
box type office
serviced office (3.4) with enclosed workspaces divided by walls and ceilings
Note 1 to entry: A box type office is shaped like a telephone booth.
3.10
room type office
serviced office (3.4) as a closed work area that can be used exclusively
3.11
open type office
serviced office (3.4) as an open work area that is not separated by walls or other barriers
3.12
shared office
workplace (3.2) where multiple companies share the same space rather than only one company using it as its
own space
3.13
coworking place
workplace (3.2) that intends to promote people-to-people exchanges, where a worker shares facilities and
equipment with people who do not belong to the same organization such as a company
Note 1 to entry: A worker can work independently.
3.14
workcation
activities that utilise telework and provide opportunities to stay in a third workplace (3.3) for leisure and
experience things other than work, while continuing to work in the main office (3.5)
4 Third workplace
4.1 Overview
Figure 1 shows relation among telework, third workplace and serviced office in terms of working place.
The third workplace is defined as a workplace other than the primary place of work (main office) and the
secondary place of work (home), and therefore it also includes the satellite offices. However, this document
concentrates on serviced offices, which are workplaces managed by a facility management entity and where
services are provided to users based on a contract of use, among third workplaces.

© ISO/IEC 2024 – All rights reserved
Figure 1 — Relation among telework, third workplaces and serviced offices
A concept of the use of serviced offices is also shown in Figure 2. From the perspective of using the serviced
offices, users include not only people in general, but also specific people such as the elderly, persons with
disabilities and persons working with children, and the use cases include daily work, touch down work or
collaborative work. The shared offices are equipped with a variety of facilities such as partitioned type
office, box type office, room type office and open type office, which are selected according to the use cases of
daily work, touch down work and collaborative work.

© ISO/IEC 2024 – All rights reserved
Figure 2 — Concept of serviced offices
4.2 Market size
[1]
Figure 3 shows the market forecast for number of serviced offices worldwide . Serviced offices are on the
rise globally and are expected to develop rapidly from 2022 onwards, with an annual growth rate of 21,3 %.
Key
X year
Y number of serviced offices worldwide
Figure 3 — Market forecasts for number of serviced offices worldwide

© ISO/IEC 2024 – All rights reserved
[2]
Figure 4 shows the market forecast for number of people using serviced offices worldwide , which
estimates that around 5 million people will be working in serviced offices by 2024, an increase of 158 %
compared to 2020.
Key
X year
Y number of people using serviced offices worldwide
Figure 4 — Market forecasts for number of people using serviced offices worldwide
Demand for serviced offices is expected to grow rapidly from Figures 3 and 4.
NOTE The source is described as a "coworking space", but the definition in this document is "serviced office", so it
is described as such.
5 Use cases of serviced offices
5.1 Typical scenarios of the uses of serviced offices
Table 1 lists the typical scenarios of the use cases for serviced offices, together with their contents. Annex A
shows actors for use cases with related information. Annex B presents a diagram of use cases for serviced
offices.
Table 1 — Use cases of serviced offices and details
Category Label Details
daily work work Perform the works that need to be completed that day in the quiet,
work-focused environment of a serviced office, using the services
(concentrated work)
provided by it (see B.1).
meeting While the user is out of the office, using the services provided by the
serviced office in there; and
— meet alone with a colleague in the office,
— meet with a colleague in the office, joining with another
colleague.
(B.3, B.5)
rest Eating and drinking away from your seat in between work in serviced
offices (see B.8)
© ISO/IEC 2024 – All rights reserved
TTabablele 1 1 ((ccoonnttiinnueuedd))
Category Label Details
touch down work mail correspondence Checking and replying to incoming mail while the user is out of the
office and using the services provided by the serviced office at there
(see B.2).
meeting While the user is out of the office, using the services provided by the
serviced office in there; and
— meet alone with a colleague in the office,
— meet with a colleague in the office, joining with another
colleague,
— meetings with customers.
(B.3, B.4, B.5)
printing Reviewing and printing documents sent from the office for submission
to customers while the user is out of the office and using the services
provided by the serviced office at there.
document disposal Reviewing and disposing of documents to be submitted for customers
sent from the office while the user is out of the office and using the
services provided by the serviced office at there.
rest Eating and drinking away from their seat between works in the ser-
viced office (see B.8).
collaboration work individual Users work in a large, relaxing open space surrounded by sofas and
furniture, using the services provided by the serviced office. In be-
tween, they have a drink in hand from the drinks service corner pro-
vided in the workspace and chat with new people they meet to explore
some ideas for their work (see B.6).
event Participate in events organized by the serviced office; and to
— meet new people,
— exchange ideas with other participants and create ideas and
other activities
(B.6).
rest Eating and drinking away from the seat in between work in the ser-
viced offices (see B.8).
5.2 General use cases
5.2.1 General
The following are examples of facilities and equipment services required for general users (persistent
attributes) to carry out daily works and touch down work (e.g. mail processing).
— Facilities: Internet connection (actor A.2.1), furniture (actor A.2.1), air-conditioning (actor A.2.2), lighting
equipment (actor A.2.2), toilet (actor A.2.2);
— Equipment: electrical power supply (actor A.3.1), infection control products (actor A.3.2);
— Services: disinfection.
5.2.2 Variation of user’s work
Examples of additional facility and equipment services depending on the type of user's work are given below.
a) Writing and submitting daily reports and documents (concentrated work):
— Facilities: desk with partitions (actor A.2.1), telephone box style meeting booths for web conferencing
(actor A.2.1), multifunction peripheral (actor A.3.1), shredders (actor A.3.1);

© ISO/IEC 2024 – All rights reserved
— Equipment: large monitor (actor A.3.1), cables (actor A.3.1), stationery (actor A.3.1), battery chargers
(actor A.3.1);
— Services: none.
b) Internet (web) conferencing:
— Facilities: telephone box style meeting booths for web conferencing (actor A.2.1), conference room (actor
A.2.1);
— Equipment: power strip (actor A.3.1), cable (actor A.3.1), headset (for phones and other devices) (actor
A.3.1), large monitor (actor A.3.1), microphone speaker (actor A.3.1), projector (actor A.3.1), screen (actor
A.3.1), laser pointer (actor A.3.1), equipment for visualising voice volume (actor A.2.2), whiteboard (actor
A.3.1), marker pen (actor A.3.1), stationery (actor A.3.1);
— Services: none.
c) Sales activities (used by several people with customers):
— Facilities: conference room (actor A.2.1);
— Equipment: large monitor (actor A.3.1), projector (actor A.3.1), screen (actor A.3.1), laser pointer (actor
A.3.1), whiteboard (actor A.3.1), marker pen (actor A.3.1), stationery (actor A.3.1);
— Services: none.
d) Meetings with colleagues (use with more than one colleague):
— Facilities: conference room (actor A.2.1);
— Equipment: large monitor (actor A.3.1), projector (actor A.3.1), screen (actor A.3.1), laser pointer (actor
A.3.1), whiteboard (actor A.3.1), marker pen (actor A.3.1), stationery (actor A.3.1);
— Services: none.
e) Collaboration:
— Facilities: conference room (actor A.2.1), open lounge (actor A.2.2), coffee counter (actor A.2.2);
— Equipment: large monitor (actor A.3.1), projector (actor A.3.1), screen (actor A.3.1), laser pointer (actor
A.3.1), whiteboard (actor A.3.1), marker pen (actor A.3.1), stationery (actor A.3.1);
— Services: coordination (actor A.4.1).
f) Fabrication:
— Facilities: large desk (actor A.3.3);
— Equipment: 3D printer (actor A.3.3), sewing machine (actor A.3.3), DIY tools (actor A.3.3);
— Services: instruction on use of equipment (actor A.4.2):
g) Spend one's leisure time:
— Facilities: open lounge (actor A.2.1), coffee counter (actor A.2.1), space for eating and drinking (actor
A.2.1), vending machine (actor A.2.2), resting room (actor A.2.5);
— Equipment: headset (for phones and other devices) (actor A.3.1), large monitor (actor A.3.1), equipment
for visualising voice volume (actor A.2.2), book (actor A.3.2), magazine and newspaper (actor A.3.2);
— Services: free drink (actor A.4.1).
h) Use as part of workcation activities:
— Facilities: add as described in a) to h), depending on type of work;

© ISO/IEC 2024 – All rights reserved
— Equipment: add as described in a) to h), depending on type of work;
— Services: workcation concierge (actor A.4.1), coordination (actor A.4.1).
5.3 Additional services
5.3.1 Additional services for persistent attributes change
The following are examples of facilities, equipment and services that are added to perform routine and touch
down work (e.g. mail processing) when persistent attributes change.
NOTE See A.1.1 for persistent attributes.
a) Elderly persons:
— Facilities: multifunction peripheral for barrier-free access (actor A.3.1), desk with elevating function
(actor A.2.4);
— Equipment: large monitor (actor A.3.1), resting room (actor A.2.5);
— Services: assistance (actor A.4.3), instruction in operation of ICT equipment (actor A.4.3).
NOTE Assistance can provide the services for both workers themselves and their companions.
b) Language related:
— Facilities: signatures in major languages (actor A.2.3);
— Equipment: book (actor A.3.2), magazine and newspaper (actor A.3.2) in all major languages;
— Services: interpreter (actor A.4.4).
c) Persons with disability:
— Facilities: multifunction peripheral for barrier-free access (actor A.3.1), desk with elevating function
(actor A.2.4), toilet for person with disability (actor A.2.5), simple cooking facility (actor A.2.5), resting
room (actor A.2.5), accessible parking space (actor A.2.5), dog park (toilet for serviced dog) (actor A.2.5);
— Equipment: reader with magnification (actor A.3.4), braille printer (actor A.3.4), braille sign (actor A.3.4),
text reader (actor A.3.4), PCs with braille word-processing function (actor A.3.4);
— Services: guide in a building (actor A.4.5), sign language (actor A.4.5), communicating in writing (actor
A.4.5), counselling (actor A.4.5).
5.3.2 Additional services for temporal attributes change
The following are examples of facilities, equipment and services that are added to perform routine and touch
down work (e.g. mail processing) when temporal attributes change.
NOTE See A.1.2 for temporal attribute.
a) Persons with children:
— Facilities: toilet for children (actor A.2.6), nap room (actor A.2.6), shower room (actor A.2.6), nursing
room (actor A.2.6), nappy changing room (actor A.2.6), resting room (actor A.2.5), stroller storage area
(actor A.2.6);
— Equipment: toy (actor A.3.6), playground equipment (actor A.3.6);
— Services: feeding and lactation (actor A.4.6), changing nappies (actor A.4.6), care for sick children
(actor A.4.6), food for children (actor A.4.6), making baby food (actor A.4.6), toddler classes (learning
programme) (actor A.4.6), childcare consultation (actor A.4.6), helping homework (actor A.4.6), picking

© ISO/IEC 2024 – All rights reserved
up (actor A.4.6), courtesy bus (actor A.4.6), after-school care for school children (school-age classes,
learning programmes) (actor A.4.6), follow-up on park play (actor A.4.6).
b) Pregnant women:
— Facilities: resting room (actor A.2.5);
— Equipment: doughnut-shaped cushion (actor A.3.7), lap blanket (actor A.3.7);
— Services: maternity consultation (actor A.4.7).
c) Injured persons:
— Facilities: resting room (actor A.2.5);
— Equipment: none;
— Services: assistance (actor A.4.3).

© ISO/IEC 2024 – All rights reserved
Annex A
(informative)
Actor list
A.1 User
A.1.1 Persistent attribute
Table A.1 shows users as actors and their persistent attributes.
Table A.1 — Users as actors and their persistent attributes
Actor name Actor description Remarks
general user (default)
subscriber — corporate contract
(company employee,
freelancer)
— individual contract
— no contract (hot desk)
elderly person Users aged 65 and over
non-fluent speaker — second foreign language
attribute
— users whose local language
differs from their native
language
person with disability Users with the potential to — lower or upper
hinder the accessibility of the limb disability
interaction between the user and
— visual disability
the system
— hearing disability
— mental disability
NOTE There are also combination of several attributes, such as 'elderly person with disabilities'.
A.1.2 Temporal attribute
Table A.2 shows the users as actors and their temporal attributes.
Table A.2 — Users as actors and their temporal attributes
Actor name Actor description Remarks
person with children Users with children Children include pre-school and
school children
pregnant woman Users who are pregnant women. Some people use wheelchairs
Injured person Users who are wo
...