ISO/TC 159/SC 4/WG 6 - Human-centred design processes for interactive systems

This document provides: a) an introduction to the importance of accessibility to human-system interaction; b) a discussion of the relationship of principles within the ISO 9241 series and accessibility; c) descriptions of activities related to the processes in ISO 9241-210 that focus on accessibility; d) references to standards relevant to the accessibility of interactive systems.

This document addresses: — physically embodied RIA systems, such as robots and autonomous vehicles with which users will physically interact; — systems embedded within the physical environment with which users do not consciously interact, but which collect data and/or modify the environment within which people live or work such as smart building and, mood-detection; — intelligent software tools and agents with which users actively interact through some form of user interface; — intelligent software agents which act without active user input to modify or tailor the systems to the user's behaviour, task or some other purpose, including providing context specific content/information, tailoring adverts to a user based on information about them, user interfaces that adapt to the cognitive or physiological state, "ambient intelligence"; — the effect on users resulting from the combined interaction of several RIA systems such as conflicting behaviours between the RIA systems under the same circumstances; — the complex system-of-systems and sociotechnical impacts of the use of RIA systems, particularly on society and government. This document is not an exploration of the philosophical, ethical or political issues surrounding robotics, artificial intelligence, machine learning, and intelligent machines or environments. For matters of ethics and political issues, see standards such as BS 8611 and IEC P7000. However, this document does identify where and why ethical issues need to be taken into account for a wide range of systems and contexts, and as such it provides information relevant to the broader debate regarding RIA systems. This document has a broader focus than much of the early work on autonomy that relates to the automation of control tasks and mechanization of repetitive physical or cognitive tasks, and centres on levels of automation. Although this document addresses a wide range of technology applications, and sector and stakeholder views on the issues, the treatment of each can be incomplete due to the diverse and increasingly varied applications of RIA systems.

This document provides requirements and recommendations for human-centred design principles and activities throughout the life cycle of computer-based interactive systems. It is intended to be used by those managing design processes, and is concerned with ways in which both hardware and software components of interactive systems can enhance human?system interaction. NOTE Computer-based interactive systems vary in scale and complexity. Examples include off-the-shelf (shrink-wrap) software products, custom office systems, process control systems, automated banking systems, Web sites and applications, and consumer products such as vending machines, mobile phones and digital television. Throughout this document, such systems are generally referred to as products, systems or services although, for simplicity, sometimes only one term is used. This document provides an overview of human-centred design activities. It does not provide detailed coverage of the methods and techniques required for human-centred design, nor does it address health or safety aspects in detail. Although it addresses the planning and management of human-centred design, it does not address all aspects of project management. The information in this document is intended for use by those responsible for planning and managing projects that design and develop interactive systems. It therefore addresses technical human factors and ergonomics issues only to the extent necessary to allow such individuals to understand their relevance and importance in the design process as a whole. It also provides a framework for human factors and usability professionals involved in human-centred design. Detailed human factors/ergonomics, usability and accessibility issues are dealt with more fully in a number of standards including other parts of ISO 9241 (see Annex A) and ISO 6385, which sets out the broad principles of ergonomics. The requirements and recommendations in this document can benefit all parties involved in human-centred design and development. Annex B provides a checklist that can be used to support claims of conformance with this document.

This document describes the processes and specifies the outcomes by which human-centred design (HCD) is carried out within organizations. Human-centred design aims to meet requirements for human-centred quality (see Annex E) throughout the life cycle of interactive systems. The processes are described from the viewpoint of those responsible for the analysis, design and evaluation of the human use of interactive systems. The process descriptions include the purpose, benefits, outcomes, typical activities and work products for each process, and are for use in the specification, implementation, assessment and improvement of the activities used for human-centred design and operation in any type of system life cycle. They can also provide the basis for professional development and certification. The processes are associated with the domains of ergonomics/human factors, human?computer interaction, usability and user experience. This document does not include specific methods for human-centred design, nor does it describe processes for organizational redesign. The scope of this document does not include other aspects of ergonomics, which include the design of organizations as well as systems for human use, and which extend beyond the domain of design; for example in the forensic analysis of the causes of accidents and in the generation of data and methods of measurement. NOTE 1 ISO/TS 18152 is a related standard with a broader scope than this document. It includes the organizational processes for the identification and handling of issues related to both users and other stakeholders. The intended application of this document is computer-based interactive systems. While the processes apply to interactive systems that deliver services, they do not cover the design of those services. The relevant aspects of the processes can also be applied to simple or non-computer?based interactive systems. NOTE 2 Human-centred design concentrates on the human-centred aspects of design and not on other aspects of design such as mechanical construction, programming or the basic design of services. The process descriptions in this document provide the basis for a rigorous assessment of an enterprise's capability to carry out human-centred processes in compliance with the ISO/IEC 33000 family of standards. This document is intended for use by organizations that want to address and improve their treatment of human-centred design of either their internal systems or the products and services they provide, and the procurement of systems and parts of systems. The processes can be applied by small- and medium-sized enterprises as well as by large organizations. Copyright release for the process descriptions Users of this document may freely reproduce the process descriptions contained in Clause 9 as part of any process assessment model, or as part of any demonstration of compatibility with this document, so that it can be used for its intended purpose.

ISO 9241-11:2018 provides a framework for understanding the concept of usability and applying it to situations where people use interactive systems, and other types of systems (including built environments), and products (including industrial and consumer products) and services (including technical and personal services). NOTE In this document, the phrase "object of interest" refers to the system, product or service for which usability is being considered (see 8.1). ISO 9241-11:2018: - explains that usability is an outcome of use; - defines key terms and concepts; - identifies the fundamentals of usability; and - explains the application of the concept of usability. ISO 9241-11:2018 does not describe specific processes or methods for taking account of usability in design development or evaluation. The intended users of this document include: - usability/ergonomics/human factors professionals; - designers and developers of systems, products and services; - quality assurance personnel; - public and corporate purchasers; and - consumer organizations. The most common applications of this document are in design and evaluation.

ISO/TS 20282:2013 specifies a user-based summative test method for the measurement of the usability and/or accessibility of consumer products and products for public use (including walk-up-and-use products) for one or more specific user groups. This test method treats accessibility as a special case of usability where the users taking part in the test represent the extremes of the range of characteristics and capabilities within the general user population. When the test method refers to usability, the method can also be used to test accessibility (unless otherwise specified).

ISO/TR 16982:2002 provides information on human-centred usability methods which can be used for design and evaluation. It details the advantages, disadvantages and other factors relevant to using each usability method. It explains the implications of the stage of the life cycle and the individual project characteristics for the selection of usability methods and provides examples of usability methods in context. The main users of ISO/TR 16982:2002 will be project managers. It therefore addresses technical human factors and ergonomics issues only to the extent necessary to allow managers to understand their relevance and importance in the design process as a whole. Such issues are dealt with more fully in ISO 9241 which is complementary to ISO/TR 16982:2002 and is aimed at system developers, specifiers and purchasers of systems. Nonetheless, all parties involved in human-centred system development, including the end users of systems, should find the guidance in ISO/TR 16982:2002 relevant. The guidance in ISO/TR 16982:2002 can be tailored for specific design situations by using the lists of issues characterizing the context of use of the product to be delivered. Selection of appropriate usability methods should also take account of the relevant life-cycle process. ISO/TR 16982:2002 is restricted to methods that are widely used by usability specialists and project managers. It does not specify the details of how to implement or carry out the usability methods described. NOTE Most methods require the involvement of human-factors specialists. It may be inappropriate for them to be used by individuals without adequate skills and knowledge.

ISO 9241-210:2010 provides requirements and recommendations for human-centred design principles and activities throughout the life cycle of computer-based interactive systems. It is intended to be used by those managing design processes, and is concerned with ways in which both hardware and software components of interactive systems can enhance human–system interaction.

ISO 9241-20:2008 is intended for use by those responsible for planning, designing, developing, acquiring, and evaluating information/communication technology (ICT) equipment and services. It provides guidelines for improving the accessibility of ICT equipment and services such that they will have wider accessibility for use at work, in the home, and in mobile and public environments. It covers issues associated with the design of equipment and services for people with a wide range of sensory, physical and cognitive abilities, including those who are temporarily disabled, and the elderly.