ISO 9241-220:2019

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.