ISO/TR 18529:2000

TECHNICAL ISO/TR
REPORT 18529
First edition
2000-06-15
Ergonomics — Ergonomics of human-
system interaction — Human-centred
lifecycle process descriptions
Ergonomie — Ergonomie de l'interaction homme/système — Descriptions
des processus cycle de vie centrées sur l'opérateur humain
Reference number
ISO/TR 18529:2000(E)
©
ISO 2000

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ISO/TR 18529:2000(E)
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ISO/TR 18529:2000(E)
Contents Page
Foreword.v
Introduction.vi
1 Scope .1
2 Normative References.1
3 Definitions .1
4 Abbreviations.3
5 Background to the human-centred process model .3
5.1 Use of the model.3
5.2 Benefits of human-centredness in the lifecycle.3
5.3 Rationale for the model.4
5.4 Basis of the model.4
5.5 Structure of the model .5
5.6 Elements of the model .5
5.7 Relationship between this model and ISO/IEC TR 15504 .7
5.8 Relationship between this model and ISO 12207.7
6 Human-centred processes.7
6.1 Human-centred design.7
6.2 Ensure HCD content in systems strategy (HCD.1).8
6.2.1 Purpose.8
6.2.2 Represent stakeholders (HCD.1.1).8
6.2.3 Collect market intelligence (HCD.1.2).8
6.2.4 Define and plan system strategy (HCD.1.3) .8
6.2.5 Collect market feedback (HCD.1.4) .8
6.2.6 Analyse trends in users (HCD.1.5).9
6.3 Plan and manage the HCD process (HCD.2).9
6.3.1 Purpose.9
6.3.2 Consult stakeholders (HCD.2.1).9
6.3.3 Identify and plan user involvement (HCD.2.2) .9
6.3.4 Select human-centred methods and techniques (HCD.2.3) .9
6.3.5 Ensure a human-centred approach within the project team (HCD.2.4).9
6.3.6 Plan human-centred design activities (HCD.2.5).10
6.3.7 Manage human-centred activities (HCD.2.6).10
6.3.8 Champion human-centred approach (HCD.2.7).10
6.3.9 Provide support for human-centred design (HCD.2.8) .10
6.4 Specify the stakeholder and organisational requirements (HCD.3).10
6.4.1 Purpose.10
6.4.2 Clarify and document system goals (HCD.3.1).11
6.4.3 Analyse stakeholders (HCD.3.2).11
6.4.4 Assess risk to stakeholders (HCD.3.3).11
6.4.5 Define the use of the system (HCD.3.4).11
6.4.6 Generate the stakeholder and organisational requirements (HCD.3.5) .11
6.4.7 Set quality in use objectives (HCD.3.6) .11
6.5 Understand and specify the context of use (HCD.4).11
6.5.1 Purpose.11
6.5.2 Identify and document user’s tasks (HCD.4.1) .12
6.5.3 Identify and document significant user attributes (HCD.4.2).12
6.5.4 Identify and document organisational environment (HCD.4.3).12
6.5.5 Identify and document technical environment (HCD.4.4).12
6.5.6 Identify and document physical environment (HCD.4.5).12
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ISO/TR 18529:2000(E)
6.6 Produce design solutions (HCD.5).12
6.6.1 Purpose.12
6.6.2 Allocate functions (HCD.5.1).13
6.6.3 Produce composite task model (HCD.5.2) .13
6.6.4 Explore system design (HCD.5.3) .13
6.6.5 Use existing knowledge to develop design solutions (HCD.5.4).13
6.6.6 Specify system and use (HCD.5.5).14
6.6.7 Develop prototypes (HCD.5.6) .14
6.6.8 Develop user training (HCD.5.7).14
6.6.9 Develop user support (HCD.5.8).14
6.7 Evaluate designs against requirements (HCD.6).14
6.7.1 Purpose.14
6.7.2 Specify and validate context of evaluation (HCD.6.1).15
6.7.3 Evaluate early prototypes in order to define the requirements for the system (HCD.6.2) .15
6.7.4 Evaluate prototypes in order to improve the design (HCD.6.3) .15
6.7.5 Evaluate the system in order to check that the stakeholder and organisational requirements
have been met (HCD.6.4).15
6.7.6 Evaluate the system in order to check that the required practice has been followed (HCD.6.5).15
6.7.7 Evaluate the system in use in order to ensure that it continues to meet organisational and
user needs (HCD.6.6).15
6.8 Introduce and operate the system (HCD.7).16
6.8.1 Purpose.16
6.8.2 Management of change (HCD.7.1).16
6.8.3 Determine impact on organisation and stakeholders (HCD.7.2).16
6.8.4 Customisation and local design (HCD.7.3) .16
6.8.5 Deliver user training (HCD.7.4).16
6.8.6 Support users in planned activities (HCD.7.5).17
6.8.7 Ensure conformance to workplace ergonomic legislation (HCD.7.6) .17
Annex A (informative) Associated work products .18
A.1 Lists of associated work products from human-centred lifecycle processes .18
Annex B (informative) Use of the human-centred lifecycle processes.24
B.1 Use of the model in process definition.24
B.2 Use of the model in process improvement .24
B.3 Use of the model in process assessment .24
Annex C (informative) Use of the descriptions in process models.27
C.1 Introduction .27
C.2 Model purpose .27
C.3 Model scope .27
C.4 Model elements .27
C.5 Mapping .27
Bibliography .28
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ISO/TR 18529:2000(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 3.
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.
In exceptional circumstances, when a technical committee has collected data of a different kind from that which is
normally published as an International Standard ("state of the art", for example), it may decide by a simple majority
vote of its participating members to publish a Technical Report.
A Technical Report is entirely informative in nature and does not have to be reviewed until the data it provides are
considered to be no longer valid or useful.
Attention is drawn to the possibility that some of the elements of ISO/TR 18529 may be the subject of patent rights.
ISO shall not be held responsible for identifying any or all such patent rights.
ISO/TR 18529 was prepared by Technical Committee ISO/TC 159, Ergonomics, Subcommittee SC 4, Ergonomics
of human-system interaction, WG 6. It extends and formalises the human-centred processes defined in
ISO 13407:1999, Human-centred design processes for interactive systems. It is presented in a similar form to the
process definitions for software development defined in ISO/IEC TR 15504, Information technology — Software
process assessment.
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ISO/TR 18529:2000(E)
Introduction
This document is intended to assist those involved in the design, use and assessment of lifecycle processes for
systems, hardware and software. It presents a definition of the processes which comprise a human-centred
approach and lists their components, outcomes and the information used and produced. The intention is to inform
the users of process models who want to take account of human-centred processes in system, hardware and
software lifecycles.
ISO 13407 Human-centred design processes for interactive systems is the standard produced by
ISO TC159/SC4/WG6 that explains the benefits achieved by making the interactive systems lifecycle more human
centred, and the processes required to make a lifecycle human-centred. The human-centred lifecycle process
model presented in this Technical Report is a structured and formalised definition of the human-centred processes
described in ISO 13407. It is intended to make the contents of ISO 13407 accessible to process assessment and
improvement specialists and to those familiar with or involved in process modelling.
The model presented in this document uses the format common to process assessment models. These models
describe the processes which ought to be performed by an organisation to achieve defined technical goals. The
processes in this model are described in the format defined in ISO/IEC TR 15504, Information technology —
Software process assessment. Although the primary use of a process assessment model is for the measurement of
how well an organisation carries out the processes covered by the model, such models can also be used as a
description of what is required in order to design and develop effective organisational and project processes.
Human sciences experts (e.g. ergonomists, usability engineers etc.) may find the model useful as a means of
presenting the activities required when projects or companies adopt a human-centred approach or need to develop
products with an assured degree of quality in use. Process modelling and process definitions are means of
discussing and planning the work required in order to take account of human sciences input in system development
and operation. Process definitions are widely understood in the systems and software development communities.
The ability to describe human sciences methods and techniques, and their inputs and outputs, in the language
used by systems and software engineers and their managers simplifies the adoption and implementation of the
human-centred approach.
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TECHNICAL REPORT ISO/TR 18529:2000(E)
Ergonomics — Ergonomics of human-system interaction —
Human-centred lifecycle process descriptions
1 Scope
This Technical Report contains a formalised model based on the human-centred processes described in
ISO 13407, Human-centred design processes for interactive systems. It should be used in the specification,
assessment and improvement of the human-centred processes in system development and operation.
NOTE 1 The word formalised is used in the preceding paragraph to mean that the process descriptions in this document
follow the format specified in ISO/IEC TR 15504, Information technology — Software process assessment. It should not be read
as a claim that the model has any mathematical basis or rigour.
NOTE 2 The difference in coverage of the model and ISO 13407 is indicated in the relevant processes (HCD 1 clause 6.2
and HCD 7 Clause 6.8).
The scope of the model is based on that for ISO 13407 which has as its scope ‘guidance on human-centred design
activities throughout the life cycle of interactive computer-based systems.‘ However, whilst the intended audience
for ISO 13407 is given as ‘those managing the design process’ this Technical Report is intended as guidance for
those who are involved in the design, use and assessment of lifecycle processes for system, hardware and
software.
Readers of this Technical Report are expected to be familiar with ISO 13407.
NOTE 3 Copyright release for the process descriptions: Users of this Technical Report may freely reproduce the process and
work product descriptions contained in this document as part of any Assessment Model based on these descriptions, or as part
of any demonstration of compatibility with the described processes, so that the descriptions can be used for their intended
purpose.
2 Normative References
The following standards contain provisions which, through reference in this text (or the text of ISO 13407 which is
normative on this standard) constitute provisions of this Technical Report. At the time of publication, the editions
indicated were valid. All standards are subject to revision, and parties to agreements based on this Technical
Report are encouraged to investigate the possibility of applying the most recent editions of the standards indicated
below. Members of IEC and ISO maintain registers of currently valid International Standards.
ISO 6385:1981, Ergonomic principles in the design of work systems.
ISO 13407:1999, Human-centred design processes for interactive systems.
3 Definitions
For the purposes of this Technical Report, the terms and definitions given in ISO 6385:1981, Ergonomic principles
in the design of work systems, ISO 9241-11:1998, Ergonomic requirements for office work with visual display
terminals (VDTS) — Part 11: Guidance on usability, ISO 13407:1999, Human-centred design processes for
interactive systems, ISO/IEC TR 15504-9:1998, Information technology — Software process assessment — Part 9:
Vocabulary, ISO/IEC 9126-1, Information technology — Software product quality — Part 1: Quality model and
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ISO/TR 18529:2000(E)
ISO/IEC 15288, Information technology — System engineering — System life cycle processes apply. The terms
most relevant to this Report are given below.
(process) Capability The ability of a process to achieve a required goal (ISO/IEC TR 15504 part 9).
Context of use The users, tasks, equipment (hardware, software and materials), and the physical and social
environments in which a system is used (ISO 9241 part 11).
Enterprise A business unit, company, corporation or other organisation engaged in trading a product or service.
(ISO 15288)
Ergonomics Ergonomics produces and integrates knowledge from the human sciences to match jobs, systems,
products and environments to the physical and mental abilities and limitations of people. In doing so it seeks to
safeguard safety, health and well-being whilst optimising efficiency and performance (ISO/CD 6385).
Human/user-centred Approaches which have as their primary intention or focus the consideration of the interests
or needs of the individuals and/or groups which will work with or use the output from a system. (developed from
ISO 13407)
Lifecycle The stages and activities spanning the life of the system from the definition of its requirements to the
termination of its use covering its conception, development, operation, maintenance support and disposal (derived
from IEC 61508 and ISO 15288).
Organisational In making use of the definitions in these standards a potential conflict is created over the word
‘organisational’. ISO/IEC TR 15504 uses the term ‘organisational process category’ to describe processes related
to the maintenance of infrastructure and competence in the organisation which develops software. This document
and ISO 13407 use the term ‘organisational requirements’ to refer to the needs of the client organisation. In this
document ‘organisational’ should be taken to refer to the client, not the developer organisation. To avoid confusion
the term ‘enterprise’ q.v. is used when referring to the organisation(s) which are developing a system for use by the
client organisation. Apart from in this clause the term ‘organisation’ is used to refer to any other organisation,
including the client organisation.
Practice A technical or management activity that contributes to the creation of the output (work products) of a
process or enhances the capability of a process (ISO/IEC TR 15504 part 9).
Process A set of interrelated activities, which transform inputs into outputs (ISO 8402).
NOTE 1 In this model nearly the equivalent of a Capability Maturity Model key process area (KPA).
Process assessment A disciplined evaluation of an enterprise’s software processes against a model
(ISO/IEC TR 15504 part 9).
Process category A set of processes addressing the same general area of activity (ISO/IEC TR 15504 part 9).
Process improvement Action taken to change an enterprise’s processes so that they meet the enerprise’s
business needs and achieve its business goals more effectively (ISO/IEC TR 15504 part 9).
Prototype Representation of all or part of a product or system that, although limited in some way, can be used for
evaluation (ISO 13407).
Quality in use The capability of a (software product) to enable specified users to achieve specified goals with
effectiveness, productivity, safety and satisfaction in specified environments (ISO 9126-1:1999) or contexts of use
(ISO 9241 part 11).
Stakeholder Any individual who is affected by the output from, provides the input to, develops, maintains, uses or
manages the use of a system (derived from ISO 15288).
NOTE 2 Stakeholders include all types of users and anyone else affected by the system. For example, the customer,
regulatory bodies, maintenance staff, support desk, etc.
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ISO/TR 18529:2000(E)
System A discrete, distinguishable entity with a physical existence and a defined purpose completely composed of
integrated and interacting components, each of which does not individually comply with the overall purpose
(ISO 15288).
NOTE 3 In this document the term system is used to describe a product q.v., implemented in any combination of physical
equipment, computer software, documentation, human tasks and organisational or management procedures.
NOTE 4 The term ‘system’ is used in this document to mean large and small systems and also equipment and other
products. A system can range from an entire outsourced information provision service, to a worksystem, to a consumer item
such as a lawnmower.
Task Activities required to achieve a goal (ISO 9241 part 11).
User The individual interacting with the system (ISO 9241 part 10).
NOTE 5 A user is a stakeholder.
Usability The extent to which a product can be used by specified users to achieve specified goals with
effectiveness, efficiency and satisfaction in specified context of use (ISO 9241 part 11).
Worksystem The work system comprises a combination of people and working equipment, acting together in the
work process, to perform the work task, at the work space, in the work environment, under the conditions imposed
by the work task (ISO 6385).
(associated) Work product A document, piece of information, product or other item which acts as input to or output
from a process (ISO/IEC TR 15504 part 9).
4 Abbreviations
HC Human-centred
HCD Human-centred design
UI User interface
5 Background to the human-centred process model
5.1 Use of the model
This document is intended to assist those who wish to make their system development process and its associated
support processes more human-centred, and to include knowledge from the human sciences in system design. It
presents a definition of the processes which comprise a human-centred approach. It lists their components,
outcomes and the information used and produced.
This Technical Report should be used by those developing lifecycle process models. It provides a reference set of
descriptions of human-centred processes for this purpose. This Technical Report does not place further
requirements on those developing process models. However, ISO/IEC TR 15504, Information technology —
Software process assessment, on which the format of the descriptions is based, gives further advice on the
development of models for process assessment. Annex C of this Technical Report contains an informative
interpretation of the relevant clauses of ISO/IEC TR 15504 which may be used in the qualification of process
assessment models which claim compatibility with the processes described in this Technical Report.
5.2 Benefits
...