SIST-TP CEN ISO/TR 9241-100:2011

SLOVENSKI STANDARD
01-julij-2011
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HUJRQRPLMRSRYH]DQRVSURJUDPVNRRSUHPR,6275
Ergonomics of human-system interaction - Part 100: Introduction to standards related to
software ergonomics (ISO/TR 9241-100:2010)
Ergonomie der Mensch-System-Interaktion - Teil 100: Überblick über Normen zur
Software-Ergonomie (ISO/TR 9241-100:2010)
Ergonomie de l'interaction homme-système - Partie 100: Introduction aux normes
relatives à l'ergonomie des logiciels (ISO/TR 9241-100:2010)
Ta slovenski standard je istoveten z: CEN ISO/TR 9241-100:2011
ICS:
13.180 Ergonomija Ergonomics
35.180 Terminalska in druga IT Terminal and other
periferna oprema IT peripheral equipment
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

TECHNICAL REPORT
CEN ISO/TR 9241-100
RAPPORT TECHNIQUE
TECHNISCHER BERICHT
April 2011
ICS 35.180; 13.180
English Version
Ergonomics of human-system interaction - Part 100: Introduction
to standards related to software ergonomics (ISO/TR 9241-
100:2010)
Ergonomie de l'interaction homme-système - Partie 100: Ergonomie der Mensch-System-Interaktion - Teil 100:
Introduction aux normes relatives à l'ergonomie des Überblick über Normen zur Software-Ergonomie (ISO/TR
logiciels (ISO/TR 9241-100:2010) 9241-100:2010)

This Technical Report was approved by CEN on 3 April 2011. It has been drawn up by the Technical Committee CEN/TC 122.

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© 2011 CEN All rights of exploitation in any form and by any means reserved Ref. No. CEN ISO/TR 9241-100:2011: E
worldwide for CEN national Members.

Contents Page
Foreword .3

Foreword
The text of ISO/TR 9241-100:2010 has been prepared by Technical Committee ISO/TC 159 “Ergonomics” of
the International Organization for Standardization (ISO) and has been taken over as CEN ISO/TR 9241-
100:2011 by Technical Committee CEN/TC 122 “Ergonomics” the secretariat of which is held by DIN.
Attention is drawn to the possibility that some of the elements of this document may be the subject of patent
rights. CEN [and/or CENELEC] shall not be held responsible for identifying any or all such patent rights.
CEN ISO/TR 9241-100 is identical to ISO/TR 9241-100.
This part of EN ISO 9241 is an important introduction to the EN ISO 9241-100 subseries on software
ergonomics and facilitates the take-up and use of these standards. CEN ISO/TR 9241-100 closes a gap in its
subseries of European standards by providing an overview of relevant software ergonomics standards.
Furthermore, additional standards related to software ergonomics such as parts of the EN ISO 9241-200
subseries are also introduced.
Endorsement notice
The text of ISO/TR 9241-100:2010 has been approved by CEN as a CEN ISO/TR 9241-100:2011 without any
modification.
TECHNICAL ISO/TR
REPORT 9241-100
First edition
2010-01-15
Ergonomics of human-system
interaction —
Part 100:
Introduction to standards related to
software ergonomics
Ergonomie de l'interaction homme-système —
Partie 100: Introduction aux normes relatives à l'ergonomie des logiciels

Reference number
ISO/TR 9241-100:2010(E)
©
ISO 2010
ISO/TR 9241-100:2010(E)
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ii © ISO 2010 – All rights reserved

ISO/TR 9241-100:2010(E)
Contents Page
Foreword .iv
Introduction.vi
1 Scope.1
2 Terms and definitions .2
3 International Standards and software ergonomics .3
3.1 Benefits of standards related to software ergonomics .3
3.2 Current International Standards relating to software ergonomics .3
3.3 Usability and context of use.4
3.4 Accessibility.4
4 Software-ergonomics standards .5
4.1 General .5
4.2 Overall structure of software-ergonomics standards ISO 9241-100 to ISO 9241-199.6
4.3 Overview of standards related to software ergonomics — ISO 9241-100 .6
4.4 General standards on software ergonomics — ISO 9241-110 to ISO 9241-119.6
4.5 Standards on input, output and interaction — ISO 9241-120 to ISO 9241-129 .7
4.6 Standards on performance support — ISO 9241-130 to ISO 9241-139 .9
4.7 Standards on interaction techniques — ISO 9241-140 to ISO 9241-149.10
4.8 Topic-specific standards — ISO 9241-150 to ISO 9241-159.10
4.9 Standards on user interface control components — ISO 9241-160 to ISO 9241-169.11
4.10 Cross-topic guidance on accessibility — ISO 9241-170 to ISO 9241-179.11
4.11 Numbers reserved for future use — ISO 9241-180 to 189 and ISO 9241-190 to ISO 9241-
199.12
5 Standards on human-centred design processes and methods relevant to software
ergonomics .12
5.1 Human-centred design process for interactive systems — ISO 9241-210 .12
5.2 Human-centred life cycle process descriptions — ISO/TR 18529.13
5.3 Usability methods supporting human-centred design — ISO/TR 16982 .14
5.4 Common Industry Format (CIF) for usability – General framework for usability-related
information — ISO/IEC TR 25060 .14
5.5 Common Industry Format (CIF) for usability test reports — ISO/IEC 25062.15
6 General standards relevant to software ergonomics .15
6.1 Ergonomic principles in the design of work systems — ISO 6385 .15
6.2 Guidance on usability — ISO 9241-11 .15
6.3 Accessibility guidelines for information/communication technology (ICT) equipment and
services — ISO 9241-20 .16
7 Other standards that include specific software-ergonomics guidance .17
7.1 Guidance on tactile and haptic interactions — ISO 9241-920.17
7.2 Information technology — Accessibility considerations for people with disabilities —
User needs summary — ISO/IEC TR 29138-1 .17
7.3 Ergonomics data and guidelines for the application of ISO/IEC Guide 71 to products and
services to address the needs of older persons and persons with disabilities —
ISO/TR 22411.17
Annex A (informative) Overview of the ISO 9241 series .18
Bibliography.19

ISO/TR 9241-100:2010(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies
(ISO member bodies). The work of preparing International Standards is normally carried out through ISO
technical committees. Each member body interested in a subject for which a technical committee has been
established has the right to be represented on that committee. International organizations, governmental and
non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the
International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.
International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.
The main task of technical committees is to prepare International Standards. Draft International Standards
adopted by the technical committees are circulated to the member bodies for voting. Publication as an
International Standard requires approval by at least 75 % of the member bodies casting a vote.
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 this document may be the subject of patent
rights. ISO shall not be held responsible for identifying any or all such patent rights.
ISO/TR 9241-100 was prepared by Technical Committee ISO/TC 159, Ergonomics, Subcommittee SC 4,
Ergonomics of human-system interaction.
ISO 9241 consists of the following parts, under the general title Ergonomic requirements for office work with
visual display terminals (VDTs):
⎯ Part 1: General introduction
⎯ Part 2: Guidance on task requirements
⎯ Part 4: Keyboard requirements
⎯ Part 5: Workstation layout and postural requirements
⎯ Part 6: Guidance on the work environment
⎯ Part 9: Requirements for non-keyboard input devices
⎯ Part 11: Guidance on usability
⎯ Part 12: Presentation of information
⎯ Part 13: User guidance
⎯ Part 14: Menu dialogues
⎯ Part 15: Command dialogues
⎯ Part 16: Direct manipulation dialogues
⎯ Part 17: Form filling dialogues
iv © ISO 2010 – All rights reserved

ISO/TR 9241-100:2010(E)
ISO 9241 also consists of the following parts, under the general title Ergonomics of human-system interaction:
⎯ Part 20: Accessibility guidelines for information/communication technology (ICT) equipment and services
⎯ Part 100: Introduction to standards related to software ergonomics [Technical Report]
⎯ Part 110: Dialogue principles
⎯ Part 129: Guidance on individualization
⎯ Part 151: Guidance on World Wide Web user interfaces
⎯ Part 171: Guidance on software accessibility
⎯ Part 210: Human-centred design for interactive systems
⎯ Part 300: Introduction to electronic visual display requirements
⎯ Part 302: Terminology for electronic visual displays
⎯ Part 303: Requirements for electronic visual displays
⎯ Part 304: User performance test methods for electronic visual displays
⎯ Part 305: Optical laboratory test methods for electronic visual displays
⎯ Part 306: Field assessment methods for electronic visual displays
⎯ Part 307: Analysis and compliance test methods for electronic visual displays
⎯ Part 308: Surface-conduction electron-emitter displays (SED) [Technical Report]
⎯ Part 309: Organic light-emitting diode (OLED) displays [Technical Report]
⎯ Part 400: Principles and requirements for physical input devices
⎯ Part 410: Design criteria for physical input devices
⎯ Part 420: Selection procedures for physical input devices
⎯ Part 910: Framework for tactile and haptic interaction
⎯ Part 920: Guidance on tactile and haptic interactions
The following parts are under preparation:
⎯ Part 143: Forms-based dialogues
⎯ Part 154: Design guidance for interactive voice response (IVR) applications
⎯ Part 310: Visibly,aesthetics and ergonomics of pixel defects [Technical Report]
Evaluation methods for the design of physical input devices is to form the subject of a future part 411.
ISO/TR 9241-100:2010(E)
Introduction
The ISO 9241 series covers both the hardware and software-ergonomics aspects of human-system
interaction. The individual parts of ISO 9241, their interrelationships, and the expected users of the parts are
described in ISO 9241-1.
As part of the revision of ISO 9241, the scope of ISO 9241 has been broadened from “office work with visual
display terminals (VDTs)” to cover a wide range of interactive systems and the title of the series was changed
to “Ergonomics of human-system interaction”. In order to allow systematic integration of emerging standards
into the ISO 9241 series, a structure and numbering scheme was introduced that allows standards to be
grouped by subject area.
Ergonomics is the scientific discipline and systematic study concerned with the understanding of the
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. Software
ergonomics, therefore, is the application of ergonomics to the software aspects of interactive systems.
The standards referred to in this part of ISO 9241 provide general guidance, principles, recommendations and
requirements focusing on the interaction between human and system and also the processes and methods
required to achieve usable and accessible interactive systems (e.g. ISO 9241 “200” subseries dealing with
human-centred design).
NOTE There are a number of software-ergonomics standards which are not yet part of the ISO 9241 “100” series
(e.g. ISO 14915). These standards will be revised and are presented in this part of ISO 9241 in their intended position
within the structure of the ISO 9241 “100” subseries.
There are numerous International Standards, related to user interface design, which can be applied to
software ergonomics. These cover a wide range of needs of standards users including ergonomists, designers,
project managers, managers, workers or their representatives, consumers/their representatives, procurers
and certification bodies.
This part of ISO 9241 is designed to help the potential users of software-ergonomics standards identify which
of these standards are relevant to their needs.
The principles, recommendations and requirements given in the software-ergonomics standards help prevent
users from experiencing usability problems such as:
⎯ additional unnecessary steps not required as part of the task;
⎯ misleading information;
⎯ insufficient and poor information on the user interface;
⎯ unexpected response of the interactive system;
⎯ navigational limitations during use;
⎯ inefficient error recovery.
In addition, the application of the principles, recommendations and requirements contributes to increased
levels of accessibility.
vi © ISO 2010 – All rights reserved

TECHNICAL REPORT ISO/TR 9241-100:2010(E)

Ergonomics of human-system interaction —
Part 100:
Introduction to standards related to software ergonomics
1 Scope
This part of ISO 9241 enables users of standards related to software ergonomics to identify ergonomics
standards particularly relevant to software development, gain an overview on the content of software-
ergonomics standards, understand the role of software-ergonomics standards in specifying user requirements
as well as designing and evaluating user interfaces and understand the relationship between the various
standards.
The software-ergonomics standards are applicable to all those software components of an interactive system
affecting usability, including:
⎯ application software (including web-based applications);
⎯ operating systems;
⎯ embedded software;
⎯ software development tools;
⎯ assistive technologies.
The range of standards discussed in this part of ISO 9241 includes general International Standards relating to
software ergonomics, International Standards for processes and methods related to software ergonomics and
software-ergonomics standards.
This part of ISO 9241 provides summary information on standards relevant to the following professions:
⎯ ergonomists;
⎯ usability professionals;
⎯ designers;
⎯ project managers;
⎯ managers;
⎯ workers or their representatives;
⎯ consumers or their representatives;
⎯ procurers;
⎯ certification bodies.
ISO/TR 9241-100:2010(E)
2 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
2.1
ergonomics
study of 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
[ISO 6385:2004, definition 2.3]
2.2
usability
extent to which a product can be used by specified users to achieve specified goals with effectiveness,
efficiency and satisfaction in a specified context of use
[ISO 9241-11:1998, definition 3.1]
2.3
context of use
users, tasks, equipment (hardware, software and materials), and the physical and social environments in
which a product is used
[ISO 9241-11:1998, definition 3.5]
2.4
effectiveness
accuracy and completeness with which users achieve specified goals
[ISO 9241-11:1998, definition 3.2]
2.5
efficiency
resources expended in relation to the accuracy and completeness with which users achieve goals
[ISO 9241-11:1998, definition 3.3]
2.6
satisfaction
freedom from discomfort, and positive attitudes to the use of the product
[ISO 9241-11:1998, definition 3.4]
2.7
accessibility
extent to which products, systems, services, environments or facilities can be used by people from a
population with the widest range of capabilities to achieve specified goals in a specified context of use
NOTE Context of use includes direct use or use supported by assistive technology.
[ISO/TR 22411:2008, definition 3.6]
2.8
accessibility
〈interactive systems〉 usability of a product, service, environment or facility by people with the widest range of
capabilities
NOTE 1 The concept of accessibility addresses the full range of user capabilities and is not limited to users who are
formally recognized as having a disability.
2 © ISO 2010 – All rights reserved

ISO/TR 9241-100:2010(E)
NOTE 2 The usability-orientated concept of accessibility aims to achieve levels of effectiveness, efficiency and
satisfaction that are as high as possible considering the specified context of use, while paying particular attention to the full
range of capabilities within the user population.
[ISO 9241-20:2008, definition 3.1]
2.9
interactive system
combination of hardware and software components that receive input from, and communicate output to, a
human user in order to support his or her performance of a task
NOTE The term “system” is often used rather than “interactive system”.
[ISO 13407:1999, definition 2.1]
2.10
user interface
all components of an interactive system (software or hardware) that provide information and controls for the
user to accomplish specific tasks with the interactive system
[ISO 9241-110:2006, definition 3.9]
2.11
dialogue
interaction between a user and an interactive system as a sequence of user actions (inputs) and system
responses (outputs) in order to achieve a goal
NOTE 1 User actions include not only entry of data but also navigational actions of the user.
NOTE 2 Dialogue refers to both the form (syntax) and the meaning (semantics) of interaction.
[ISO 9241-110:2006, definition 3.2]
3 International Standards and software ergonomics
3.1 Benefits of standards related to software ergonomics
The ultimate beneficiary of standards related to software ergonomics is the user of the interactive system. It is
the needs of these users that provided the ergonomics recommendations in the software-ergonomics
standards. Although it is unlikely that the end user would read standards related to software ergonomics or
even know of their existence, their application could provide user interfaces which are more usable,
accessible and consistent and which enable greater productivity.
3.2 Current International Standards relating to software ergonomics
There is a range of standards relating to software ergonomics which contribute to achieving these goals
including:
a) software-ergonomics standards:
⎯ ISO 9241-12 to ISO 9241-17;
⎯ ISO 14915-1, ISO 14915-2 and ISO 14915-3;
⎯ ISO 9241-110, ISO 9241-151 and ISO 9241-171.
ISO/TR 9241-100:2010(E)
b) standards on general ergonomics relevant to software ergonomics:
⎯ ISO 6385;
⎯ ISO 9241-11;
⎯ ISO 9241-20.
c) standards for processes and methods relevant to software ergonomics:
⎯ ISO/TR 16982;
⎯ ISO/PAS 18152;
⎯ ISO/TR 18529;
⎯ ISO/IEC 25062.
3.3 Usability and context of use
Usability is an important consideration in the design of products, systems, services and facilities, because it is
concerned with the extent to which the users are able to perform effectively, efficiently and with satisfaction. In
order to determine the level of usability achieved, it is necessary to measure the performance and satisfaction
of users. Measurement of usability is particularly important in view of the complexity of the interactions
between the users, the tasks and the other elements of the context of use.
Planning for usability as part of the design and development involves the systematic identification of
requirements for usability, including usability measures and verifiable descriptions of the context of use. These
provide design targets that can be the basis for verification of the resulting design.
The concept of effectiveness relates the goals or secondary goals of the user to the accuracy and
completeness with which these goals can be achieved.
The concept of efficiency relates the level of effectiveness achieved to the expenditure of resources. Relevant
resources can include mental or physical effort, time, materials or financial cost. Human efficiency can be
measured as effectiveness divided by human effort.
Satisfaction measures the extent to which users are free from discomfort and also measures their attitudes to
the use of the product. Satisfaction can be measured by subjective ratings on scales, such as levels of
discomfort experienced, satisfaction with use or acceptability of the workload when carrying out different tasks
or the extent to which particular usability objectives (such as efficiency or suitability for learning) have been
met.
3.4 Accessibility
Accessibility is an important consideration in the design of products, systems, services and facilities, because
it affects the range of people who are able to use them and use them easily. Accessibility can be increased to
improve usability for individuals and widen the range of people who can use the product, system, service and
facility.
An accessible user interface with usability defects would not serve its purpose. Therefore, applying software-
ergonomics standards is a precondition to achieving effective accessibility.
Accessibility can be improved by incorporating features and attributes known to benefit users with special
requirements. To achieve a given level of accessibility, the effectiveness, efficiency and satisfaction for the
widest range of users should be specified. Planning for accessibility is an integral part of the design and
development process and involves the systematic identification of requirements for accessibility, including
accessibility measurements and verification criteria within the context of use. These provide design targets
that can be the basis for verification of the resulting design.
Measurement of accessibility is particularly important in view of the complexity of the interactions with the user,
the goals, the task characteristics and the other elements of the context of use. A product, system, service or
4 © ISO 2010 – All rights reserved

ISO/TR 9241-100:2010(E)
facility can have significantly different levels of accessibility when used in different contexts, in particular by
different user groups with special requirements.
ISO 9241-171 explicitly covers accessibility for software.
4 Software-ergonomics standards
4.1 General
Software-ergonomics standards contain guidance which assists both the specification of user requirements
and the design and evaluation of the user interface of an interactive system. These standards do not aim at
standardizing the user interface; rather, they give recommendations that should be applied in order to ensure
the usability of the user interface of the product and eliminate design solutions which can be predicted to
cause usability problems to users.
Figure 1 illustrates the role of software-ergonomics standards in analysis, design and evaluation. These
standards contain recommendations which are applicable to a wide range of different contexts of use.
Therefore, the standards themselves specify recommendations that need to be “contextualized” in the specific
context of use of the interactive system to be designed or redesigned. Not all recommendations apply in every
context of use. For every decision on user requirements and design solutions, the requirements and
recommendations in software-ergonomics standards help to ensure that appropriate levels of usability and
accessibility are established. The requirements and recommendations contained in these standards should be
assessed for their applicability in the given context of use and applied accordingly.
Some other ergonomics standards also take this approach, e.g. ISO 9241-20 and ISO 9241-920.
Context of use
determines
primary source for
applicability
User requirements
input to
specification
basis for
design and evaluation
Interactive system
input to
design and
evaluation
Figure 1 — The role of software-ergonomics standards in analysis, design and evaluation
International Standards
related to software ergonomics

ISO/TR 9241-100:2010(E)
4.2 Overall structure of software-ergonomics standards ISO 9241-100 to ISO 9241-199
In this subclause, the structure of the software-ergonomics standards in the ISO 9241 series is introduced.
The structure below has been established for future software-ergonomics standards and for revisions of
existing software-ergonomics standards. This structure should be used to help identify applicable standards:
a) general guidance on software ergonomics (ISO 9241-110 to ISO 9241-119);
b) input, output and interaction (ISO 9241-120 to ISO 9241-129);
c) performance support (ISO 9241-130 to ISO 9241-139);
d) interaction techniques (ISO 9241-140 to ISO 9241-149);
e) topic-specific guidance (ISO 9241-150 to ISO 9241-159);
f) interface control components (ISO 9241-160 to ISO 9241-169);
g) cross-topic guidance on accessibility (ISO 9241-170 to ISO 9241-179).
NOTE 1 4.3 to 4.10 introduce the software-ergonomics standards in the above structure, including introductions to
published software-ergonomics standards, which will be incorporated in the structure upon revision.
NOTE 2 ISO 9241-180 to 189 and ISO 9241-190 to ISO 9241-199 have not yet been assigned to specific categories of
software-ergonomics guidance. They are reserved numbers for future categories of software-ergonomics standards.
4.3 Overview of standards related to software ergonomics — ISO 9241-100
This part of ISO 9421 provides an overview on standards related to software ergonomics. This part of
ISO 9241 is designed to help the potential users of software-ergonomics standards identify which of these
standards are relevant to their needs.
4.4 General standards on software ergonomics — ISO 9241-110 to ISO 9241-119
4.4.1 General
This subseries of software-ergonomics standards provides high-level guidance on the design of interactions
that applies across various types of user interfaces. Interaction includes all sequences and steps to be
completed in order to accomplish a task. The standards within this category are augmented by guidance
specific to various aspects of the user interface. The guidance is intended to be used for designing interaction,
based on user needs and task requirements within the context of use.
This category includes guidance on
⎯ dialogue principles and general guidelines, and
⎯ interaction design.
ISO 9241-111 to ISO 9241-119 are reserved for standards containing general guidance on software
ergonomics, e.g. internationalization. Upon revision, the content of ISO 14915-1 will be integrated into one (or
more) standards within this subseries.
4.4.2 Dialogue principles — ISO 9241-110
The purpose of ISO 9241-110 is to present high-level ergonomics principles and 57 recommendations
applicable to the design of dialogues between humans and information systems, irrespective of the chosen
interaction technique(s). It provides seven principles of good practice for the design of the dialogue between
the user and the interface software.
6 © ISO 2010 – All rights reserved

ISO/TR 9241-100:2010(E)
These seven principles are:
a) suitability for the task;
b) self-descriptiveness;
c) conformity with user expectations;
d) suitability for learning;
e) controllability;
f) error tolerance;
g) suitability for individualization.
The principles given in ISO 9241-110 form the basis for understanding any specific software-ergonomics
recommendation given in other standards related to software ergonomics. These principles do not permit strict
compliance checking, although it might be possible to evaluate whether these principles have been generally
applied.
4.4.3 Software ergonomics for multimedia user interfaces — Design principles and framework —
ISO 14915-1
Consisting of three parts, ISO 14915 contains guidance on the software ergonomics for multimedia user
interfaces. ISO 14915-1, ISO 14915-2 and ISO 14915-3 will be integrated into the ISO 9241 “100” subseries
upon revision.
ISO 14915-1 contains general guidance, while ISO 14915-2 and ISO 14915-3 contain specific guidance on
input, output and interaction (see 4.5.4 and 4.5.5).
ISO 14915-1 establishes design principles for multimedia user interfaces and provides a framework for
handling the different considerations involved in their design. It addresses user interfaces for applications that
incorporate, integrate and synchronize different media. This includes static media such as text, graphics or
images and dynamic media, such as audio, animation, video or media, related to other sensory modalities.
Detailed design issues within a single medium (e.g. the graphical design of an animation sequence) are
addressed only as far as they imply ergonomics consequences for the user.
ISO 14915-1 gives requirements and recommendations for the ergonomics design of multimedia applications
mainly intended for professional and vocational activities, such as work or learning. It does not specifically
address applications outside this area, such as entertainment, although some recommendations can also be
applicable in such domains.
ISO 14915-1 is applicable to software aspects related to multimedia user interfaces and does not address
hardware or implementation issues. The ergonomics requirements and recommendations described in
ISO 14915-1 can be realized through very different techniques, e.g. the delivery system, a scripting language,
or the application.
The focus of ISO 14915-1 is on multimedia presentation issues. Multimodal input which uses different media,
such as speech in combination with pointing for entering information, is not considered in the
recommendations provided.
4.5 Standards on input, output and interaction — ISO 9241-120 to ISO 9241-129
4.5.1 General
This subseries of software-ergonomics standards provides guidance on input, output and interaction
considerations across different media and modalities.
ISO/TR 9241-100:2010(E)
This category includes guidance on software aspects of:
a) presentation principles;
b) media selection and combination;
c) multimodal interaction and navigation;
d) visual presentation;
e) auditory interaction (including speech input);
f) tactile/haptic interaction.
ISO 9241-120 to ISO 9241-128 are reserved for standards containing guidance on input, output and
interaction.
NOTE Upon revision, the content of ISO 9241-12, ISO 14915-2 and ISO 14915-3 will be integrated in one (or more)
standards within the ISO 9241 “120” subseries.
4.5.2 Guidance on software individualization — ISO 9241-129
ISO 9241-129 contains ergonomics requirements and recommendations for individualization of human-
computer interactions. There are a variety of different basic individualization mechanisms, each of which can
have different positive and negative effects on users.
⎯ Individualization can result from customization (initiated intentionally by the user) and adaptation (initiated
by the system).
⎯ Individualization can result in a variety of changes to the user interface, depending on the particular
individualization mechanisms involved.
ISO 9241-129 includes guidance on:
a) determining where individualization is appropriate;
b) selecting appropriate types of individualization mechanisms;
c) using all types of individualization mechanisms;
d) using specific types of individualization mechanisms;
e) using combinations of different types of individualization mechanisms.
4.5.3 Presentation of information — ISO 9241-12
ISO 9241-12 introduces characteristics of presented information. These characteristics are the following:
a) clarity (the information content is conveyed quickly and accurately);
b) discriminability (the displayed information can be distinguished accurately);
c) conciseness (users are given only the information necessary to accomplish the task);
d) consistency (the same information is presented in the same way throughout the application, according to
the user's expectation);
e) detectability (user's attention is directed towards information required);
f) legibility (information is easy to read);
g) comprehensibility (meaning is clearly understandable, unambiguous, interpretable and recognizable).
8 © ISO 2010 – All rights reserved

ISO/TR 9241-100:2010(E)
The characteristics of presented information given in ISO 9241-12 apply to visual design aspects of user
guidance and any specific dialogue techniques.
ISO 9241-12 also gives recommendations on the presentation of information. For example, ISO 9241-12
recommends that groups of information items should be perceptually distinct by spacing and location, without
giving precise criteria for this. However, this recommendation can be used by tool designers and style guide
designers to set up rules for their specific design environment.
4.5.4 Software ergonomics for multimedia user interfaces — Multimedia navigation and control —
ISO 14915-2
ISO 14915-2 provides recommendations and requirements for the design of multimedia user interfaces with
respect to the following aspects: design of the organization of the content, navigation and media-control
issues. ISO 14915-2 is limited to the design of the organization of the content and does not deal with the
design of the content in general. Design issues within a single medium (e.g. the lighting of a film sequence)
are only addressed with respect to the ergonomics issues related to user controls.
4.5.5 Software ergonomics for multimedia user interfaces — Media selection and combination —
ISO 14915-3
ISO 14915-3 gives recommendations for, and guidance on, the design, selection and combination of
interactive user interfaces that integrate and synchronize different media. It addresses user interfaces for
applications that incorporate, integrate and synchronize different media. This includes static media, such as
text, graphics, images and dynamic media, such as audio, animation, video or media, related to other sensory
modalities. Detailed design issues within a single medium (e.g. the graphical design of an animation
sequence) are only addressed as far as they imply ergonomics consequences for the user.
4.6 Standards on performance support — ISO 9241-130 to ISO 9241-139
4.6.1 General
This subseries of software-ergonomics standards provides guidance on elements of the user interface that
assist the user in learning and using the interactive system.
The guidance includes
⎯ user guidance, and
⎯ learning support.
ISO 9241-130 to ISO 9241-139 are reserved for standards containing guidance on performance support,
e.g. documentation, tutorials and instructions.
NOTE Upon revision, the content of ISO 9241-13 will be integrated into one (or more) standards within this subseries.
4.6.2 User guidance — ISO 9241-13
ISO 9241-13 provides recommendations for user guidance provided by software user interfaces and its
evaluation. User guidance, as defined in ISO 9241-13, is additional information beyond the regular user-
computer-dialogue, provided to the user on request or automatically provided by the system, for example,
status information, feedback messages and on-line help. Presenting user guidance is always appropriate and
should help users in accomplishing their goals with the system. Sufficient user guidance should be provided
such that users accomplish the task which the system was designed to support without undue effort or stress.
Any specific dialogue technique incorporates user guidance, for example by highlighting a selected menu item
or by underlining a field label of a required entry field. Therefore, the recommendations given in ISO 9241-13
should always be considered when designing a specific dialogue technique.
ISO/TR 9241-100:2010(E)
4.7 Standards on interaction techniques — ISO 9241-140 to ISO 9241-149
4.7.1 General
This subseries of software-ergonomics standards provides guidance on the different techniques used to
support the dialogues within human-system interaction.
This category includes guidance on:
a) selecting and combining interaction techniques;
b) menus;
c) commands;
d) direct manipulation;
e) forms;
f) natural language dialogues;
g) question and answer dialogues.
ISO 9241-140 to ISO 9241-149 are reserved for standards containing guidance on interaction techniques, for
example question and answer dialogues and natural language dialogues.
NOTE Upon revision, the content of ISO 9241-14, ISO 9241-15, ISO 9241-16 and ISO 9241-17 will be integrated into
one (or more) standards within the ISO 9241 “140” subseries.
4.7.2 Menu dialogues — ISO 9241-14
ISO 9241-14 is concerned with the ergonomic design of menu dialogues (e.g. pull-down menus and pop-up
menus). In menu dialogues, the dialogue system presents one or more groups of options to the user, the user
chooses one or more options and the computer executes the desired process denoted by the option(s).
4.7.3 Command dialogues — ISO 9241-15
ISO 9241-15 is concerned with the ergonomic design of command dialogues. In command dialogues, users
input (by recall) either complete or abbreviated command phrases as required by the command language
syntax, and the computer performs the actions as
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