ISO INTERNATIONAL STANDARD 9241-220 First edition 2019-03 Ergonomics of human-system interaction - Part 220: Processes for enabling, executing and assessing human-centred design within organizations Ergonomie de l'intéraction homme-systeme- Partie 220: Processus de validation, d'exécution et d'évaluation de la conception centrée sur I'opérateur humain au sein des organisations Reference number ISO 9241-220:2019(E) os1 @ IS0 2019 IS0 9241-220:2019(E) COPYRIGHTPROTECTEDDOCUMENT @ ISO 2019 All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior written permission. Permission can be requested from either IsO at the address below or Iso's member body in the country of the requester. ISO copyright office CP 401 : Ch. de Blandonnet 8 CH-1214 Vernier, Geneva Phone: +4122 749 0111 Fax: +41 22 749 09 47 Email: copyright@iso.org Website: www.iso.org Published in Switzerland ii @ IS0 2019 - All rights reserved IS0 9241-220:2019(E) Contents Page Foreword ..V Introduction. ...vi 1 Scope. 2 Normative references. 3 Terms and definitions 4 Abbreviated terms .10 5 Conformance. ..10 6 Purpose and benefits of this document .11 6.1 Purpose of human-centred design ..11 6.2 Purpose of HCD process descriptions ..12 6.3 Benefits of using HCD process descriptions ..12 7 HCD processes .12 7.1 HCD process model .12 7.2 HCD processes. ..13 7.3 Relationships between the HCD processes .15 8 Using the HCD process descriptions ..16 8.1 Uses of the process descriptions .16 8.1.1 General. ..16 8.1.2 Implementing human-centred design as part of a system development or procurement process and/or support life cycle. .16 8.1.3 Assessing an enterprise's existing capability to carry out the human- centredprocesses ..16 8.1.4 Improving the application of human-centred design as part of an existing system development process ..17 8.1.5 Development of competence in human-centred design .17 8.2 Applying the process descriptions 17 8.2.1 General. ..17 8.2.2 Integration with systems and software engineering ..18 8.2.3 Implementation of the processes. .18 8.2.4 Iteration of processes .19 9 HCD process descriptions .19 9.1 Format .19 9.2 Ensure enterprise focus on human-centred quality (HCP.1) ..19 9.2.1 Purpose and outcomes of HCP.1 .19 9.2.2 Incorporate human-centred quality in business strategy (HCP.1.1) .20 9.2.3 Institutionalize human-centred quality (HCP.1.2) .21 9.3 Enable human-centred design across projects and systems (HCP.2) 22 9.3.1 Purpose and outcomes of Hcp.2. .22 9.3.2 Integration of human-centred design (HCP.2.1) 22 9.3.3 Resources for human-centred design (HCP.2.2) .23 9.3.4 Authorization and control of human-centred quality (HCP.2.3) .24 9.4 Execute human-centred design within a project (HCP.3) .25 9.4.1 Purpose and outcomes of HCP.3 25 9.4.2 Plan and manage human-centred design for the project (HCP.3.1) ..26 9.4.3 Identify the context of use (HCP.3.2) .31 9.4.4 Establish the user requirements (HCP.3.3) .33 9.4.5 Design solutions that meet user requirements (HCP.3.4) .39 9.4.6 User-centred evaluation (HCP.3.5) ..43 9.5 Introduction, operation and end of life of a system (HCP.4). ..47 9.5.1 Overall purposes and outcomes ..47 9.5.2 Introducing the system (HCP.4.1) .48 @ IS0 2019 - All rights reserved iii