1、BSI Standards PublicationWB11885_BSI_StandardCovs_2013_AW.indd 1 15/05/2013 15:06Ergonomics of human-system interactionPart 11: Usability: Definitions and concepts (ISO 9241-11:2018)BS EN ISO 9241-11:2018National forewordThis British Standard is the UK implementation of EN ISO 9241-11:2018. It super
2、sedes BS EN ISO 9241-11:1998, which is withdrawn.The UK participation in its preparation was entrusted to Technical Committee PH/9, Applied ergonomics.A list of organizations represented on this committee can be obtained on request to its secretary.This publication does not purport to include all th
3、e necessary provisions of a contract. Users are responsible for its correct application. The British Standards Institution 2018 Published by BSI Standards Limited 2018ISBN 978 0 580 89328 5ICS 13.180; 35.180Compliance with a British Standard cannot confer immunity from legal obligations.This British
4、 Standard was published under the authority of the Standards Policy and Strategy Committee on 30 June 2018.Amendments/corrigenda issued since publicationDate Text affectedBRITISH STANDARDBS EN ISO 9241-11:2018EUROPEAN STANDARDNORME EUROPENNEEUROPISCHE NORMEN ISO 9241-11May 2018ICS 13.180; 35.080 Sup
5、ersedes EN ISO 9241-11:1998EUROPEAN COMMITTEE FOR STANDARDIZATIONCOMIT EUROPEN DE NORMALISATIONEUROPISCHES KOMITEE FR NORMUNGCEN-CENELEC Management Centre: Avenue Marnix 17, B-1000 Brussels 2018 CEN Ref. No. EN ISO 9241-11:2018: EAll rights of exploitation in any form and by any means reserved world
6、wide for CEN national MembersErgonomics of human-system interaction - Part 11: Usability: Definitions and concepts (ISO 9241-11:2018)Ergonomie de linteraction homme-systme - Partie 11: Utilisabilit - Dfinitions et concepts (ISO 9241-11:2018)Ergonomie der Mensch-System-Interaktion - Teil 11: Gebrauch
7、stauglichkeit: Begriffe und Konzepte (ISO 9241-11:2018)This European Standard was approved by CEN on 15 December 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 a
8、ny 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 langua
9、ge 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,
10、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.English VersionE
11、N ISO 9241-11:2018 (E)European forewordThis document (EN ISO 9241-11:2018) has been prepared by Technical Committee ISO/TC 159 “Ergonomics“ in collaboration with Technical Committee e CEN/TC 122 “Ergonomics” the secretariat of which is held by DIN.This European Standard shall be given the status of
12、a national standard, either by publication of an identical text or by endorsement, at the latest by November 2018, and conflicting national standards shall be withdrawn at the latest by November 2018.Attention is drawn to the possibility that some of the elements of this document may be the subject
13、of patent rights. CEN shall not be held responsible for identifying any or all such patent rights.This document supersedes EN ISO 9241-11:1998.According to the CEN-CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Stand
14、ard: 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, Slove
15、nia, Spain, Sweden, Switzerland, Turkey and the United Kingdom.Endorsement noticeThe text of ISO 9241-11:2018 has been approved by CEN as EN ISO 9241-11:2018 without any modification.iiBS EN ISO 9241-11:2018ISO 9241-11:2018Foreword vIntroduction vi1 Scope .12 Normative references 13 Terms and defini
16、tions .13.1 Usability 23.2 Related concepts and disciplines 43.3 Other definitions .54 Rationale and benefits of usability 65 Usability in a context of use.65.1 Concept of usability 65.2 System, product or service85.3 Consideration of usability for “specified” circumstances 85.3.1 General85.3.2 Spec
17、ified users .85.3.3 Specified goals85.3.4 Specified contexts of use .86 Outcomes of use.96.1 Usability as an outcome 96.2 Effectiveness .96.2.1 General96.2.2 Accuracy 96.2.3 Completeness .106.3 Efficiency .106.3.1 General.106.3.2 Time used 116.3.3 Human effort expended 116.3.4 Financial resources ex
18、pended .116.3.5 Materials expended 116.4 Satisfaction 116.4.1 General.116.4.2 Physical responses 116.4.3 Cognitive responses .126.4.4 Emotional responses .126.5 Specific uses of the concept of usability .126.6 Other outcomes of use .126.6.1 General.126.6.2 Accessibility 126.6.3 User experience .136.
19、6.4 Avoidance of harm from use .137 Context of use 137.1 Components of the context of use .137.2 Users within the context of use .147.3 Goals within the context of use 147.4 Tasks within the context of use 157.5 Resources 167.5.1 General.167.5.2 Reusable resources .167.5.3 Expendable resources 167.6
20、 Environment 167.6.1 General.167.6.2 Technical environment 16 ISO 2018 All rights reserved iiiContents PageBS EN ISO 9241-11:2018ISO 9241-11:20187.6.3 Physical environment .177.6.4 Social, cultural and organizational environment 178 Applying the concept of usability .178.1 Usability that results fro
21、m use of various objects of interest 178.2 Characteristics of users, tasks and environments needed for usability .188.3 Achieving usability in design and development 188.4 Usability in procurement 198.5 Usability in a review or when making a comparison 198.6 Usability inputs to marketing and market
22、research 19Annex A (informative) Relationship of usability to other concepts 20Annex B (informative) Usability measurement 25Bibliography .28iv ISO 2018 All rights reservedBS EN ISO 9241-11:2018ISO 9241-11:2018ForewordISO (the International Organization for Standardization) is a worldwide federation
23、 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.
24、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.The procedures used to develop this document and those
25、 intended for its further maintenance are described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the different types of ISO documents should be noted. This document was drafted in accordance with the editorial rules of the ISO/IEC Directives, Part 2 (se
26、e www.iso.org/directives).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. Details of any patent rights identified during the development of the docum
27、ent will be in the Introduction and/or on the ISO list of patent declarations received (see www.iso.org/patents).Any trade name used in this document is information given for the convenience of users and does not constitute an endorsement.For an explanation on the voluntary nature of standards, the
28、meaning of ISO specific terms and expressions related to conformity assessment, as well as information about ISOs adherence to the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see the following URL: www.iso.org/iso/foreword.html.This document was prepared by Tec
29、hnical Committee ISO/TC 159 Ergonomics, Subcommittee SC 4, Ergonomics of human-system interaction.This second edition cancels and replaces the first edition (ISO 9241-11:1998), which has been technically revised.The main changes compared to the previous edition are as follows: the scope has been ext
30、ended to include systems and services (consistent with other parts of ISO 9241 including ISO 9241-210, and with ISO 26800 and ISO 20282); a wider range of goals is considered, including personal outcomes and organizational outcomes; efficiency has been defined in relation to the results achieved rat
31、her than in relation to accuracy and completeness with which users achieve goals.; satisfaction has been clarified to include a wider range of issues.A list of all parts in the ISO 9241 series can be found on the ISO website. ISO 2018 All rights reserved vBS EN ISO 9241-11:2018ISO 9241-11:2018Introd
32、uctionThe objective of designing and evaluating systems, products and services for usability is to enable users to achieve goals effectively, efficiently and with satisfaction, taking account of the context of use. This document explains how usability can be interpreted in terms of user performance
33、and satisfaction, and emphasizes that usability is dependent on the specific circumstances in which a system, product or service is used.This document explains how to interpret each component in the definition of usability: “the extent to which a system, product or service can be used by specified u
34、sers to achieve specified goals with effectiveness, efficiency and satisfaction in a specified context of use”.NOTE 1 In this document, usability relates to the outcome of interacting with a system, product or service. Usability, as defined in this document, is not an attribute of a product, althoug
35、h appropriate product attributes can contribute to the product being usable in a particular context of use.NOTE 2 Usability is a more comprehensive concept than is commonly understood by “ease-of-use” or “user friendliness”.Usability is relevant to: regular ongoing use, to enable users to achieve th
36、eir goals effectively, efficiently and with satisfaction; learning, to enable new users to be become effective, efficient and satisfied when starting to use a system, product or service; infrequent use, to enable users to be effective, efficient and satisfied, with the system on each reuse; use by p
37、eople with the widest range of capabilities; minimizing the risk and the undesirable consequences of use errors; and maintenance, in that it enables maintenance tasks to be completed effectively, efficiently and with satisfaction.Usability is relevant when designing or evaluating interactions with a
38、 system, product or service for the purposes of: development; procurement; review or comparison; and marketing and market research.Annexes A and B in this document give an explanation of the relationship of usability to other concepts and disciplines such as human-centred design, ergonomics, human f
39、actors, human-centred quality, user experience and quality (as used in systems and software engineering), and explain how usability can be considered for different scopes of contexts of use and provide examples of usability measures.vi ISO 2018 All rights reservedBS EN ISO 9241-11:2018Ergonomics of
40、human-system interaction Part 11: Usability: Definitions and concepts1 ScopeThis document 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 (inclu
41、ding 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).This document: explains that usability is an outcome of us
42、e; defines key terms and concepts; identifies the fundamentals of usability; and explains the application of the concept of usability.It does not describe specific processes or methods for taking account of usability in design development or evaluation.The intended users of this document include: us
43、ability/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.2 Normative referencesThere
44、are no normative references in this document.3 Terms and definitionsFor the purposes of this document, the following terms and definitions apply.ISO and IEC maintain terminological databases for use in standardization at the following addresses: ISO Online browsing platform: available at https:/www.
45、iso.org/obp IEC Electropedia: available at https:/www.electropedia.org/INTERNATIONAL STANDARD ISO 9241-11:2018 ISO 2018 All rights reserved 1BS EN ISO 9241-11:2018ISO 9241-11:20183.1 Usability3.1.1usabilityextent to which a system, product or service can be used by specified users to achieve specifi
46、ed goals with effectiveness, efficiency and satisfaction in a specified context of useNote 1 to entry: The “specified” users, goals and context of use refer to the particular combination of users, goals and context of use for which usability is being considered.Note 2 to entry: The word “usability”
47、is also used as a qualifier to refer to the design knowledge, competencies, activities and design attributes that contribute to usability, such as usability expertise, usability professional, usability engineering, usability method, usability evaluation, usability heuristic.SOURCE: ISO 9241-210:2010
48、, 2.13, modified Notes 1 and 2 were added.3.1.2productitem that is made or created by a person or machine3.1.3consumer productproduct that is intended to be acquired and used by an individual for personal rather than professional useSOURCE: ISO 20282-1:2006, 3.23.1.4systemcombination of interacting
49、elements organized to achieve one or more stated purposesNote 1 to entry: A system is sometimes considered as a product or as the services it provides.Note 2 to entry: A complete system includes all of the associated equipment, facilities, material, computer programs, firmware, technical documentation, services and personnel required for operations and support to the degree necessary for self-sufficient use in its intended environment.Note 3 to entry: A system can be composed of a product, service, built environment or combinati
