SIST EN ISO/IEC 25064:2017

SLOVENSKI STANDARD
SIST EN ISO/IEC 25064:2017
01-december-2017
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Systems and software engineering - Software product Quality Requirements and
Evaluation (SQuaRE) - Common Industry Format (CIF) for usability: User needs report
(ISO/IEC 25064:2013)
System- und Software-Engineering - Qualitätskriterien und Bewertung von Systemen
und Softwareprodukten (SQuaRE) - Allgemeines Industrieformat (CIF) zur
Gebrauchstauglichkeit: Dokumentation der Erfordernisse von Benutzern (ISO/IEC
25064:2013)
Ingénierie des systèmes et du logiciel - Exigences de qualité et évaluation du produit
logiciel (SQuaRE) - Format industriel commun (CIF) pour l'utilisabilité: Rapport sur les
besoins de l'usager (ISO/IEC 25064:2013)
Ta slovenski standard je istoveten z: EN ISO/IEC 25064:2017
ICS:
03.120.01 Kakovost na splošno Quality in general
35.080 Programska oprema Software
SIST EN ISO/IEC 25064:2017 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST EN ISO/IEC 25064:2017

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SIST EN ISO/IEC 25064:2017


EN ISO/IEC 25064
EUROPEAN STANDARD

NORME EUROPÉENNE

May 2017
EUROPÄISCHE NORM
ICS 35.080
English Version

Systems and software engineering - Software product
Quality Requirements and Evaluation (SQuaRE) - Common
Industry Format (CIF) for usability: User needs report
(ISO/IEC 25064:2013)
Ingénierie des systèmes et du logiciel - Exigences de System- und Software-Engineering - Qualitätskriterien
qualité et évaluation du produit logiciel (SQuaRE) - und Bewertung von Systemen und Softwareprodukten
Format industriel commun (CIF) pour l'utilisabilité: (SQuaRE) - Allgemeines Industrieformat (CIF) zur
Rapport sur les besoins de l'usager (ISO/IEC Gebrauchstauglichkeit: Dokumentation der
25064:2013) Erfordernisse von Benutzern (ISO/IEC 25064:2013)
This European Standard was approved by CEN on 6 April 2017.

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: Avenue Marnix 17, B-1000 Brussels
© 2017 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN ISO/IEC 25064:2017 E
worldwide for CEN national Members.

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SIST EN ISO/IEC 25064:2017
EN ISO/IEC 25064:2017 (E)
Contents Page
European foreword . 3

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SIST EN ISO/IEC 25064:2017
EN ISO/IEC 25064:2017 (E)
European foreword
The text of ISO/IEC 25064:2013 has been prepared by Technical Committee ISO/IEC JTC 1 “Information
technology” of the International Organization for Standardization (ISO) and the International
Electrotechnical Commission (IEC) and has been taken over as EN ISO/IEC 25064:2017 by Technical
Committee CEN/TC 122 “Ergonomics” the secretariat of which is held by DIN.
This European Standard shall be given the status of a national standard, either by publication of an
identical 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 November 2017, and conflicting national
standards shall be withdrawn at the latest by November 2017.
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. CEN [and/or CENELEC] shall not be held responsible for identifying any or all such patent
rights.
According to the CEN-CENELEC Internal Regulations, the national standards organizations of the
following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria,
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/IEC 25064:2013 has been approved by CEN as EN ISO/IEC 25064:2017 without any
modification.


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SIST EN ISO/IEC 25064:2017

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SIST EN ISO/IEC 25064:2017

INTERNATIONAL ISO/IEC
STANDARD 25064
First edition
2013-09-01


Systems and software engineering —
Software product Quality Requirements
and Evaluation (SQuaRE) — Common
Industry Format (CIF) for usability: User
needs report
Ingénierie des systèmes et du logiciel — Exigences de qualité et
évaluation du produit logiciel (SQuaRE) — Format industriel commun
(CIF) pour l'utilisabilité: Rapport sur les besoins de l'usager




Reference number
ISO/IEC 25064:2013(E)
©
ISO/IEC 2013

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SIST EN ISO/IEC 25064:2017
ISO/IEC 25064:2013(E)

COPYRIGHT PROTECTED DOCUMENT


©  ISO/IEC 2013
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized in any form or by any means,
electronic or mechanical, including photocopying and microfilm, without permission in writing from either ISO at the address below or
ISO's member body in the country of the requester.
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Fax + 41 22 749 09 47
E-mail copyright@iso.org
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Published in Switzerland

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SIST EN ISO/IEC 25064:2017
ISO/IEC 25064:2013(E)
Contents Page
Foreword . v
Introduction . vi
1  Scope . 1
2  Conformance . 1
3  Normative references . 2
4  Terms and definitions . 2
5  Purposes of a User Needs Report . 5
5.1  General . 5
5.2  User Needs Reports for existing products, services and systems . 6
5.3  User Needs Reports for new products, services and systems . 6
5.4  User Needs Reports for determining, verifying, changing and elaborating context of use . 6
5.5  Relationship to other CIF information items . 6
6  Content of a User Needs Report . 6
6.1  Content elements . 6
6.2  Initial indicators of the needs for system/product/service or improvement . 7
6.3  User responsibilities and goals . 7
6.4  Source data on which user needs are based . 7
6.4.1  General . 7
6.4.2  Identified and reported user needs . 8
6.4.3  Identified and reported management and other stakeholder needs that impact on user
needs . 11
6.4.4  Identified performance deficiencies/problems/potential improvements . 12
6.5  Consolidated user needs . 14
6.6  Recommendations (if appropriate) . 15
6.7  Data collection methods/procedures . 15
6.7.1  Content . 15
6.7.2  Selection of participants for user needs assessment . 16
6.7.3  Description of user needs assessment participants . 16
6.7.4  Methods and procedures . 17
6.8  Supporting information . 17
6.8.1  System/Product/Service description, objectives, constraints . 17
6.8.2  Data collection instruments . 18
6.8.3  Data summaries . 18
Annex A (informative) Users of User Needs Report . 19
Annex B (informative) User Needs Report Format . 20
B.1  General . 20
B.2  Title page . 20
B.3  Executive summary . 20
B.4  Introduction . 21
B.5  Initial indicators of the need for system/product/service or improvement (If appropriate) . 21
B.6  Methods and procedures . 21
B.7  Identified user needs . 21
B.8  Identified management/other stakeholder needs . 21
B.9  Identified performance deficiencies/problems/potential improvements . 21
B.10  Consolidated user needs . 21
B.11  Recommendations . 21
B.12  Report annexes (supporting information) . 21
B.12.1  System/Product/Service description, objectives, constraints . 21
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SIST EN ISO/IEC 25064:2017
ISO/IEC 25064:2013(E)
B.12.2  Data collection instruments .21
B.12.3  Data summaries .21
Bibliography .22


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SIST EN ISO/IEC 25064:2017
ISO/IEC 25064:2013(E)
Foreword
ISO (the International Organization for Standardization) and IEC (the International Electrotechnical
Commission) form the specialized system for worldwide standardization. National bodies that are members of
ISO or IEC participate in the development of International Standards through technical committees
established by the respective organization to deal with particular fields of technical activity. ISO and IEC
technical committees collaborate in fields of mutual interest. Other international organizations, governmental
and non-governmental, in liaison with ISO and IEC, also take part in the work. In the field of information
technology, ISO and IEC have established a joint technical committee, ISO/IEC JTC 1.
International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.
The main task of the joint technical committee is to prepare International Standards. Draft International
Standards adopted by the joint technical committee are circulated to national bodies for voting. Publication as
an International Standard requires approval by at least 75 % of the national bodies casting a vote.
Attention is drawn to the possibility that some of the elements of this document may be the subject of patent
rights. ISO and IEC shall not be held responsible for identifying any or all such patent rights.
ISO/IEC 25064 was prepared by Joint Technical Committee ISO/IEC JTC 1, Information technology,
Subcommittee SC 7, Software and systems engineering.
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SIST EN ISO/IEC 25064:2017
ISO/IEC 25064:2013(E)
Introduction
The human-centred design approach of ISO 9241-210 is well established and focuses on making systems
usable. Usability can be achieved by applying human-centred design and testing throughout the lifecycle. In
order to enable a human-centred approach to be adopted, it is important that all the relevant types of
information related to usability are identified and communicated. This identification and communication
enables the usability of a system to be designed and tested.
This International Standard provides a framework and consistent terminology for reporting on the assessment
of user needs. Specifying user needs in a consistent manner will assist those developing and acquiring
interactive systems. It describes a set of user needs report content elements as part of a human-centred
approach to design of interactive systems. A user needs report is intended to assist developers in determining
user requirements for a system, product, or service.
The Common Industry Format (CIF) for Usability family of International Standards is described in
ISO/IEC TR 25060 and is part of the SQuaRE series (ISO/IEC 25000 – ISO/IEC 25099) of standards on
systems and software product quality requirements and evaluation.
CIF standards are planned for the following information items:
 Context of use description (25063)
 User needs report (25064)
 User requirements specification (25065)
 User interaction specification (2506X)
 User interface specification (2506X)
 Usability evaluation report (25066)
 Field data report (2506X)

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SIST EN ISO/IEC 25064:2017
ISO/IEC 25064:2013(E)
Context of Use
ISO/IEC 15288 6.4.1
"Stake holders requirements definition process"
ISO/IEC 9241-210 6.2
"Understand and specify the context of use"
ISO/IEC 25063 "Context of use description"
ISO/IEC 25064 "User needs report"
Evaluation
Derived
Results
Requirements
ISO/IEC 15288 6.4.6
"Verification process"
ISO/IEC 15288 6.4.2
"Stakeholder requirements
ISO/IEC 9241-210
analysis process"
6.5 "Evaluate"
ISO/IEC 25062
ISO/IEC 9241-210 6.3
User Needs
"Common Industry Format (CIF)
"Specify the user requirements"
for Usability Test Reports"
ISO/IEC 25065
ISO/IEC 25066
"User requirements specification"
"Evaluation reports"
ISO/IEC 2506x
"Field data report"
ISO/IEC 15288 6.4.3
"Architectural design process"
ISO/IEC 9241-210 6.4
"Produce design solutions"
ISO/IEC 2506x "User interaction specification"
ISO/IEC 2506x "User interface specification"
Legend
Designed Solutions
Standards listed in bold
represent CIF process outputs


Figure 1 — Relationship of CIF documents to user centred design in ISO 924-210 and system lifecycle
processes in ISO/IEC 15288
Figure 1 illustrates the interdependence of these information items with the human-centred design activities
described in ISO 9241-210 as well as the corresponding System Life Cycle processes described in
ISO/IEC 15288. The figure depicts the activities as a set of intersecting circles. The circles overlap to
represent that the activities are not separate, but rather, overlapping in time and scope and the outcome of
each activity provides the input to one or more other activities. As each human-centred design activity can
provide input to any other, there is no starting point, no endpoint, or linear process intended.
Human-centred design relies on user needs that are first identified based on the context of use analysis. User
needs are documented in the User Needs Report (ISO/IEC 25064), which is an intermediate deliverable that
links the Context of Use Description (ISO/IEC 25063) that contains Information about the users, their tasks
and the organizational and physical environment, to the user requirements. These items are developed during
the Stakeholders Requirements Definition Process described in ISO/IEC 15288.
The “Produce design solutions” activity focuses on designing user interaction that meets user requirements.
This activity takes place during the Architectural Design, Implementation, and Integration processes described
in ISO/IEC 15288 and produces the information items “User Interaction Specification” and the “User Interface
Specification”.
The “Evaluate” activity starts at the earliest stages in the project, evaluating design concepts to obtain a better
understanding of the user needs. Design solutions can be evaluated multiple times as the interactive system
is being developed, and can produce various types of evaluation report, and usability data such as that
described in ISO/IEC 25062 can support the ISO/IEC 15288 validation process that confirms that the system
complies with the stakeholders requirements.
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SIST EN ISO/IEC 25064:2017
INTERNATIONAL STANDARD ISO/IEC 25064:2013(E)

Systems and software engineering — Software product Quality
Requirements and Evaluation (SQuaRE) — Common Industry
Format (CIF) for usability: User needs report
1 Scope
This International Standard describes the Common Industry Format (CIF) for reporting user needs. This
specifies the contents and provides a sample format of user needs reports. Specification of management
needs, as well as other stakeholder needs, is considered to the extent that they directly impact on user needs.
The purpose of the User Needs Report and the intended users of the information are identified, as well as the
relationship of user needs to other outputs of human-centred design. The audience of this standard includes
all users stated in the scope of ISO/IEC 25000. Annex B of ISO/IEC 25000 describes the users of the
information item “user needs report” in detail. Annex A of this International Standard provides a list of typical
users of a User Needs Report.
User Needs Reports include:
 documentation of information collected from various sources relevant to user needs
 the consolidated user needs based on the analysis of the collected information
The User Needs Report is applicable to software and hardware systems, products or services (excluding
generic products, such as a display screen or keyboard). User Needs Reports are relevant for existing and
new products, services and systems, although the extent to which use needs are reported depends upon the
type of system, product, or service involved. It can also contribute to determining, verifying, changing and
elaborating the context of use. The content elements are intended to be used as part of system-level
documentation resulting from development processes such as those in ISO 9241-210 and ISO/IEC JTC1/SC7
process standards.
This International Standard does not prescribe any kind of method, lifecycle or process. To ensure that these
content elements can be used within the broadest range of process models and used in combination with
other information items, the descriptions use the classifications in ISO/IEC 15289 and ISO/IEC 15504-6.
NOTE The content elements documenting user needs can be integrated in any process models. For the purpose of
establishing process models, ISO/IEC 24774 and ISO/IEC 15504-2 specify the format and conformance requirements for
process models respectively. In addition ISO/IEC 15289 defines the types and content of information items developed and
used in process models for system and software lifecycle management. ISO/IEC 15504-5 and 6 define work products,
including information items, for the purpose of process capability assessment. Process models and associated information
items for human-centred design of interactive systems are contained in ISO TR 18529 and ISO TS 18152 respectively.
2 Conformance
A user needs report conforms to this International Standard if it contains all of the required information
elements specified in clause 6.
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SIST EN ISO/IEC 25064:2017
ISO/IEC 25064:2013(E)
3 Normative references
The following documents, in whole or in part, are normatively referenced in this document and are
indispensable for its application. For dated references, only the edition cited applies. For undated references,
the latest edition of the referenced document, (including any amendments) applies.
1
ISO/IEC 25063 , Systems and software engineering — Systems and software product Quality Requirements
and Evaluation (SQuaRE) — Common Industry Format (CIF) for Usability: Context of use description
4 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
4.1
accessibility
extent to which products, systems, services, environments and facilities can be used by people from a
population with the widest range of characteristics and capabilities to achieve a specified goal in a specified
context of use
Note 1 to entry: Context of use includes direct use or use supported by assistive technologies.
[SOURCE: ISO 26800:2011, 2.1]
4.2
action
user behaviour that a system accepts as a request for a particular operation
[SOURCE: ISO/IEC TR 11580:2007]
4.3
context of use
users, tasks, equipment (hardware, software and materials), and the physical and social environments in
which a product is used
[SOURCE: ISO 9241-11:1998]
4.4
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
[SOURCE: ISO 9241-110:2006]
4.5
effectiveness
accuracy and completeness with which users achieve specified goals
[SOURCE: ISO 9241-11:1998]
4.6
efficiency
resources expended in relation to the accuracy and completeness with which users achieve goals
[SOURCE: ISO 9241-11:1998]

1
To be published.
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SIST EN ISO/IEC 25064:2017
ISO/IEC 25064:2013(E)
4.7
goal
intended outcome
[SOURCE: ISO 9241-11:1998]
4.8
information item
separately identifiable body of information that is produced, stored, and delivered for human use
Note 1 to entry: “information product” is a synonym.
Note 2 to entry: An information item can be produced in several versions during a project life cycle.
[SOURCE: ISO/IEC/IEEE 15289:2011]
4.9
performance deficiency
difference between the required (or desired) level of performance and the actual performance
Note 1 to entry: Deficiency data is only obtainable in environments where specific performance requirements exist
Note 2 to entry: Performance refers to effectiveness and efficiency in the definition of usability
Note 3 to entry: Performance deficiencies can include deficiencies in measured customer satisfaction
4.10
product
part of the equipment (hardware, software and materials) for which usability is to be specified or evaluated
[SOURCE: ISO 9241-11:1998]
4.11
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
Note 1 to entry: Formally imposed documents could include user needs reports.
[SOURCE: ISO/IEC 24765:2010]
4.12
satisfaction
freedom from discomfort, and positive attitudes towards the use of the product
[SOURCE: ISO 9241-11:1998]
4.13
stakeholder
individual or organization having a right, share, claim, or interest in a system or in its possession of
characteristics that meet their needs and expectations
[SOURCE: ISO/IEC 15288:2008]
4.14
system
combination of interacting elements organized to achieve one or more stated purposes
Note 1 to entry: A system may be considered as a product or as the services it provides.
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SIST EN ISO/IEC 25064:2017
ISO/IEC 25064:2013(E)
Note 2 to entry: In practice, the interpretation of its meaning is frequently clarified by the use of an associative noun,
e.g. aircraft system. Alternatively the word system may be substituted simply by a context dependent synonym, e.g.
aircraft, though this may then obscure a system principles perspective.
[SOURCE: ISO/IEC 15288:2008, 4.31]
4.15
task
activities required to achieve a goal
[SOURCE: ISO 9241-11:1998]
Note 1 to entry: The term “task” is used here, as in ISO 9241-11, in its widest sense, rather than in reference to the
specifics of use of the dialogue system.
4.16
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
[SOURCE: ISO 9241-210:2010]
Note 1 to entry: This definition of usability is similar to that used to define quality in use in ISO/IEC 9126-1:2001.
4.17
user
person who interacts with a system, product or service
Note 1 to entry: A person who uses an output or service provided by a system, such as a bank customer who receives
a paper or electronic statement, visits a branch, or carries out telephone banking using a call centre, is considered to be a
user.
[SOURCE: ISO 26800:2011]
4.18
user experie
...