UNI EN ISO 9241-20 : 2009

Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Application
  4.1 Principles
  4.2 Application framework
  4.3 Implementing the recommendations
  4.4 Conformance
5 Accessibility
  5.1 General
  5.2 Context(s) of use and accessibility
  5.3 Process
6 Recommendations related to managing development
  6.1 Information accessibility policy
  6.2 Development accountability
7 Recommendations related to user characteristics
  7.1 Genera
  7.2 Vision
  7.3 Hearing
  7.4 Speech
  7.5 Physical capabilities
  7.6 Cognitive capabilities
8 Recommendations related to task characteristics
  8.1 Performing tasks based on context of use
  8.2 Providing alternative ways of performing tasks
  8.3 Performing maintenance and other non-task related operations
9 Recommendations related to equipment and service characteristics
  9.1 General
  9.2 Other standards for ICT equipment and services
  9.3 Assistive technologies
  9.4 Selection and operation of ICT equipment and services
  9.5 Preparation and completion of operation
10 Recommendations related to environmental characteristics
   10.1 Operating in a range of environments
   10.2 Designing environments
   10.3 Impacting the environment
Annex A (informative) Overview of the ISO 9241 series
Annex B (informative) Sample checklist for assessing applicability
        and conformance of ICT equipment and services
Annex C (informative) User needs
Bibliography

Gives 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.