GB/T 18978.210-2024 Ergonomics ofhuman-system interaction - Part 210： Human-centred design for interactive systems
1 Scope
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.
2 Normative references
There are no normative references in this document.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
3.1
accessibility
extent to which products, systems, services, environments and facilities can be used by people from a population with the widest range of user (3.1) needs, characteristics and capabilities to achieve identified goals in identified contexts of use (3.10)
Note: Context of use includes direct use or use supported by assistive technologies.
[SOURCE: ISO 9241-112:2017, 3.15]
3.2
context of use
combination of users, goals and tasks, resources, and environment
Note: The “environment” in a context of use includes the technical, physical, social, cultural and organizational environments.
[SOURCE: GB/T 18978.11-2023, 3.1.15]
3.3
effectiveness
accuracy and completeness with which users achieve specified goals
[SOURCE: GB/T 18978.11-2023, 3.1.12]
3.4
efficiency
resources used in relation to the results achieved
Note: Typical resources include time, human effort, costs and materials.
[SOURCE: GB/T 18978.11-2023, 3.1.13]
3.5
ergonomics
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
[SOURCE: GB/T 16251-2023, 3.3, modified]
3.6
goal
intended outcome
[SOURCE: GB/T 18978.11-2023, 3.1.10]
3.7
human-centred design
approach to systems design and development that aims to make interactive systems more usable by focusing on the use of the system and applying human factors/ergonomics and usability knowledge and techniques
Note 1: The term “human-centred design” is used rather than “user-centred design” in order to emphasize that this document also addresses impacts on a number of stakeholders, not just those typically considered as users. However, in practice, these terms are often used synonymously.
Note 2: Usable systems can provide a number of benefits, including improved productivity, enhanced user well-being, avoidance of stress, increased accessibility and reduced risk of harm.
3.8
interactive system
combination of hardware and/or software and/or services and/or people that users interact with in order to achieve specific goals
Note: This includes, where appropriate, packaging, user documentation, on-line and human help, support and training.
[SOURCE: GB/T 18978.11-2023, 3.1.5]
3.9
prototype
〈interactive system〉 representation of all or part of an interactive system, that, although limited in some way, can be used for analysis, design and evaluation
Note: A prototype may be as simple as a sketch or static mock-up or as complicated as a fully functioning interactive system with more or less complete functionality.
3.10
satisfaction
extent to which the user's physical, cognitive and emotional responses that result from the use of a system, product or service meet the user’s needs and expectations
Note 1: Satisfaction includes the extent to which the user experience that results from actual use meets the user’s needs and expectations.
Note 2: Anticipated use can influence satisfaction with actual use.
[SOURCE: GB/T 18978.11-2023, 3.1.14]
3.11
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: GB/T 22032-2021, 4.1.44, modified]
3.12
task
set of activities undertaken in order to achieve a specific goal
Note 1: These activities can be physical, perceptual and/or cognitive.
Note 2: While goals are independent of the means used to achieve them, tasks describe particular means of achieving goals.
[SOURCE: GB/T 18978.11-2023, 3.1.11]
3.13
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
Note 1: 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: The word “usability” 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: GB/T 18978.11-2023, 3.1.1]
3.14
user
person who interacts with a system, product or service
Note: Users of a system, product or service include people who operate the system, people who make use of the output of the system and people who support the system (including providing maintenance and training).
[SOURCE: GB/T 18978.11-2023, 3.1.7]
3.15
user experience
user’s perceptions and responses that result from the use and/or anticipated use of a system, product or service
Note 1: Users’ perceptions and responses include the users’ emotions, beliefs, preferences, perceptions, comfort, behaviours, and accomplishments that occur before, during and after use.
Note 2: User experience is a consequence of brand image, presentation, functionality, system performance, interactive behaviour, and assistive capabilities of a system, product or service. It also results from the user’s internal and physical state resulting from prior experiences, attitudes, skills, abilities and personality; and from the context of use.
[SOURCE: GB/T 18978.11-2023, 3.2.3]
3.16
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
[SOURCE: ISO 9241-110:2020, 3.10]
3.17
validation
confirmation, through the provision of objective evidence, that the requirements for a specific intended use or application have been fulfilled
Note: Validation is the set of activities ensuring and gaining confidence that a system is able to accomplish its intended use, goals and objectives (i.e. meet stakeholder requirements) in the intended operational environment.
[SOURCE: ISO 9000:2015, 3.8.13, modified]
3.18
verification
confirmation, through the provision of objective evidence, that specified requirements have been fulfilled
Note: Verification is a set of activities that compares a system or system element against the required characteristics. This can include, but is not limited to, specified requirements, design description and the system itself.
[SOURCE: ISO 9000:2015, 3.8.12, modified]
