opts open Sennen INTERNATIONAL Iso STANDARD 9241-1 ‘Second edition 1997-06-01 Ergonomic requirements for office work with visual display terminals (VDTs) — Part 1: General introduction Exigences ergonomiques pour travail de bureau avec terminaux & écrans de visualisation (TEV) — Partie 1: Introduction générale ‘This material is reproduced from ISO documents undor international Organization for Standardization (ISO) Copyright License number THS/ICC/1996. Not for resale. No part of these ISO documents may be reproduced in any form, electronic retrieval system or otherwise, except 28 allowed in the copytight law of the country of use, or with the prior written consent of SO (Case postale 68, 1211 Geneva 20, Switzerland, Fax ‘+41 22 734 10 79), IHS or the ISO Licensor's members. Reference number ISO 9241-1:1897(6)1S 9241-1:1997(E) Contents 1 Scope, 2 Normative reference, 3 Definitions 4 General introduction to ISO 9241. 4.1 Purpose and intended users 4.2 Product specifications, technological change and the user-performance approach .. 5 Structure of ISO 9241 6 Guidance on use of ISO 9241 7 Reporting conformance to parts of ISO 9241 ‘Annex A (informative) Bibliography. © 1801997 |All rights rosorved. Unless otherwise specified, no partof this publication may be reproduced 6 utlized in any form or by any means, elecronic or mechanical, including photocopying and ‘ricrfi, without pocmission in wring from the publisher. International Organization for Standardization Case postale 56 » CH-1211 Gendve 20 » Suitzertand Intomet central@iso.ch X00 c=ch; aa400net; palso; oxcocs; s=central Printod in Switzorana iieso ISO 9241-1:1997(E) Foreword ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (|SO member bodies). The work of preparing Intemational 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. Intemational organizations, governmental and non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the Intemational Electrotechrical Commission (IEC) on all matters of electrotechnical standardization. Draft International Standards adopted by the technical committees are circulated to the member bodies for voting Publication as an International Standard requires approval by at least 75 % of the member bodies casting a vote. International Standard ISO 9241-1 was prepared by Technical Committee ISO/TC 159, Ergonomics, Subcommittee SC 4, Ergonomics of human system interaction. This second edition cancels and replaces the first edition (ISO 9241-1:1992), which has been technically revised 1S0 9241 consists of the following parts, under the general tile Ergonomic requirements for office work with visual | display terminals (VOTs): — Part 1: General introduction Part 2: Guidance on task requirements — Part 3: Visual display requirements Part 4: Keyboard requirements Part 5: Workstation layout and postural requirements Part 6: Environmental requirements Part 7: Requirements for display with reflection Part 8: Requirements for displayed colours Part 9: Requirements for nonkeyboard input devices Part 10: Dialogue principles Part 11: Guidance on usability —— Part 12: Presentation of information Part 13: User guidance — Part 14: Menu dialogues Part 15: Command dialogues Part 16: Direct manipulation dialogues Part 17: Form-filing dialogues Annex A of this part of ISO 9241 is for information only. cay verte opment tte, SSatiy reteay akanISO 9241-1:1997(E) elso Introduction (One of the main concerns of ergonomics is to ensure that products and systems are fit for human use. In general this involves matching the design of products or systems, including displays, input devices, software, workplace, working environment and tasks, to the characteristics, capabilities and limitations of potential users. Improving the ergonomic properties of systems will improve performance, reduce errors and discomfort, and minimize health and safety risks. Failure to take account of human capabilities is wasteful, will reduce efficiency and result in boring, tedious work. In practice, all users of products or systems are different; itis important to understand in what ways they vary and to quantify the variation so that account can be taken of it in design. Both hardware and software can be used for many different tasks, and in a variety of working environments, and it is also important to take these factors into consideration in design. Good ergonomic design is important in any product or system designed for human use, It is especially important when : —_ use is intensive; — accuracy or speed of the user's performance is critical; — user acceptance is critical. Work with visual display terminals (VDTs) is often both intensive and a significant part of many office workers! jobs. ‘The’ characteristics of both hardware and software can substantially affect the user's performance. Increasingly, users, their representatives and managers are concemed with ensuring that work with VDTs is designed to appropriate standards. What is appropriate in one set of circumstances may be inappropriate in a different context; when using VDT ergonomics standards it is important to recognize that the potential range of application is very broad. Therefore ergonomics standards often take the form of recommendations, or requirements, which are conditional upon certain defined circumstances. ees sentINTERNATIONAL STANDARD ©1SO 1SO 9241-1:1997(E) Ergonomic requirements for office work with visual display terminals (VDTs) — Part 1: General introduction 1 Scope This part of ISO 9241 — introduces the muttipart standard on ergonomic requirements for the use of visual display terminals for office tasks; — provides guidelines for a user-perforance approach; gives an overview of all parts of ISO 9241 currently published and of the anticipated content of those in reparation; — provides some guidance on how to use ISO 9241; — describes how conformance to ISO 9241 should be reported. For the purposes of ISO 9241, office tasks are taken to include a wide rar tasks, Due to the similarity of these tasks to tasks performed in other telecommunications, control rooms and public access, many these environments as well Inge of generic text and data processing environments, e.g. medical, scientific, ¥ of the requirements in ISO 9241 are appropriate to ISO 9241 does not cover electrical safety of VDTs. This is covered by IEC 950. NOTE — The ergonomic requirements of flat panel displays are covered in ISO 19406-1 and ISO 13406-2. More extensive guidance on human-centred design for interactive systems is provided in ISO 13407, 2 Normative reference The following standard contains provisions which, through reference in this text, constitute provisions of this part of 'SO 9241. At the time of publication, the edition indicated was valid. All standards are subject to revision, and parties to agreements based on this part of ISO 9241 are encouraged to investigate the possibilty of applying the ‘most recent edition of the standard indicated below. Members of the IEC and ISO maintain registers of currently valid International Standards, ISO 6385:—, Ergonomic principles of the design of work systems. 3 Definitions For the purposes ofthis part of ISO 8241, the definitions given in ISO 6385 and the following definitions apply. 3.1 user-performance approach ‘Approach to systems evaluation which sets requirements on a system based on the level of performance which users are expected to achieve when carrying out relevant tasks. 41) Tobe published. (Revision af 1S 6385:1981) 1 ‘resesby Rocde one eo emISO 9241-1:1997(E) eso 3.2 user-performance test Test in which the level of performance of users is measured directly in order to evaluate a system. NOTE — Parameters of performance which may be measured include accuracy, speed, and comfort. 4 General introduction to ISO 9241 4.1. Purpose and intended users 1SO 9241 establishes ergonomic requirements for office work with VDTs. Ergonomic design enhances the ability of VDT users to operate display screen equipment safely, healthily, effectively, eificiently and comfortably. This is achieved by careful design of the VDTs, the workplaces and working environments in which they are used, and the way the VDT work is organized, managed and performed. In practice, these different aspects may be the responsibilty of a number of different people or organizations. 1SO 9241 is intended to help designers and manufacturers to develop ergonomically sound visual display terminals and software systems. ISO 9241 is also relevant to purchasers who wish to specify VDT systems for use in their own organizations, and to those who wish to evaluate the suitability of existing equipment, working environments and work practices. 4.2. Product specifications, technological change and the user-performance approach ISO 9241 contains different types of information to be considered and used (where appropriate) when designing the ergonomic aspects of a system, or assessing the ergonomic properties of a system. Some parts provide general guidance to be considered in the design of equipment, software and tasks. Other parts include more specific design guidance and requirements relevant to current technology. ISO 9241 emphasizes the need to specify the factors affecting the performance of the users, and the need to adopt a user-performance approach to evaluate systems. This user-performance' approach deals directly with the ergonomic requirements for work with VDTs. Using this approach, it is possible to evaluate whether a device utilizing novel technology, with technical attributes different to those specified in a particular part of ISO 9241, is acceptable in ergonomic terms. This approach can be used even though there is no specific design guidance available and no body of data to provide such guidance. The'user-performance approach depends on reliable and valid methods of testing, either against absolute criteria or against a reference system. These are based on the context of use and include detailed specifications of the usability criteria and metrics, how they are measured (including, where appropriate, the test equipment to be used), what sample of subjects is appropriate, what experimental conditions are relevant and what level of performance is to be expected. Where a part of ISO 9241 specifies a user performance test, information is given relating to these points. VDTs typically comprise a display unit, a keyboard, and some associated electronics and control circuitry. They can also include other input devices (e.g. pointing devices) and output devices (e.g. sound generators). The VDT can be a terminal to a larger system or can be a self-contained computer. Other equipment, including printers and communications devices, can be connected and located at the VDT workplace or remotely. While the technology employed in the design and development of VOT working environments changes rapidly, the achievement of consensus for the purpose of setting standards takes place much less rapidly. Thus the technology commonly employed may be different by the time an Intemational Standard becomes available. To deal with this problem, 1SO.9241, where possible, provides alterative methods for evaluating compliance io particular requirements based on user performance rather than on product specifications. 5 Structure of ISO 9241 {In view of the complexities of VDT ergonomics and the complex and multipurpose nature of ISO 9241, it has been organised into a number of parts, each dealing with a different aspect of VDT use, including the workplace and the environment. The requirements specified and the tests described are appropriate to office tasks (see clause 1). Table 1 gives an overview of the intended coverage of the various parts of ISO 9241, 2 Soteinna cess eomm so3uous Uru Tass uD me e180 180 9241-1:1997(E) Table 1 — Overview of parts of ISO 9241 Part Title ‘Summary “Area of No. application 1 | General introduction | Overview of all parts General 2° | Guidance on task Design of tasks and jobs involving work with VOTS General requirements 3 | Visual display Design of screen hardware for VDTs, and a proposed user. Hardware terminals performance test as an alternative route for conformance 4 | Keyboard Ergonomic aspecis of alphanumeric keyboard design, anda Hardware requirements, Proposed user-performance test as an alternative route to conformance (to be published) NOTE — For keyboard layout, see ISO 9998. 5 | Workstation layout | Ergonomic requirements fora VDT workstation which willallow | Environment and postural the user to adopt a comfortable and efficient posture requirements (to be published) 6 Environmental Ergonomic requirements for the VDT working environment in Environment | requirements order to prevent visual, acoustic and thermal environmental sources of stress and discomfort and to promote efficiency (to be published) 7 Requirements for Ergonomic requirements for, and deiails of, methods of Hardware | display with measurement of reflections from the surface of display screens, reflections including those with surface treatments (to be published) Requirements for | Ergonomic requirements for multicolour displays which Hardware displayed colours | supplement the monochrome requirements in ISO 9241-3, including a user-performance test. (to be published) 9] Requirements for | Ergonomic requirements for nonkeyboard input devices which can | Hardware ] nonkeyboard input | be used in conjunction with a VDT, including a proposed devices user-performance test as an alternative route to conformance (to be published) 10 | Dialogue principles | Seven ergonomic principles important for design and evaluation of | General dialogues between humans and information systems [11 | Guidance on usability | Usability, and identification of information necessary to take into | General account when specifying or evaluating usability (to be published) 12 | Presentation of Principles and recommendations for presenting and representing | Software information (to be published) information on VDTS, including guidance on ways of representing ‘complex information using alphanumeric and graphical’symbolic codes, soreen layout and design, as well as the use of windows pez mite weraISO 9241-1:1997(E) Iso 13] User guidance Recommendations for the design and evaluation of user-guidanoe | Sofware ; attributes of software user interfaces, including prompts, (to be published) feedback, status, on-line help and error management 14__| Menu dialogues Ergonomic design of menus in user-computer dialogues, covering | Sofware ‘menu structure, navigation, option selection and execution, and (to be published) menu presentation (by various techniques including windowing, panels, buttons, fields, etc.) 15 | Command dialogues “| Ergonomic design of command languages used in user-computer | Sofiware dialogues, covering command language structure and syntax, (to be published) ‘command representations, input and output considerations, feedback and help, 16 | Direct manipulation | Ergonomic design of direct manipulation dialogues, including Software dialogues ‘manipulation of objects, and design of metaphors, objects and attributes; those aspects of “graphical user interfaces" which are (¢o be published) directly manipulated, and not covered by other parts of ISO 9241 17 | Form-filing dialogues | Ergonomic design of form-iling dialogues, Including form Software structure and output considerations, input considerations and {to be published) form navigation 6 Guidance on use of ISO 9241 'n order to optimize the ergonomic properties of a system, or to evaluate those properties, the following steps should be taken and iterated as necessary: — specify ergonomic requirements in terms of the objectives for usability, health and safety and of the context of use of the system, including characteristics of users, tasks and the environment; — design systems applying principles, recommendations and standards to satisfy the ergonomic requirements; — evaluate the system in comparison to ergonomic requirements. Inthe event of faiure to meet ergonomic requirements: — diagnose the steps to be taken to improve the system. |n addition to these steps, there is a continuing need to communicate information on ergonomic requirements and the ergonomic properties of systems to different parties, for example from ergonomists to systems developers or from systems developers to users of the system. Different paris of ISO 9241 can be used in these activities. For instance, in defining ergonomic requirements, itis essential that the context of use is specified, otherwise itis not possible to make decisions about usability objectives for a system and hence to make appropriate design choices. ISO 9241-11 provides a framework and guidance for describing the context of use. When the context of use is understood and usability objectives have been specified, further action depends on who 's using ISO 9241 for what purpose. A systems designer can obtain specific guidance on the choice between a ‘umber of design alternatives. A purchaser can identify appropriate requirements for @ procurement specification. ‘An evaluator can assess an existing system against ergonomic requirements, All ergonomic requirements should be guided by knowledge of the context of use. Given such knowledge, it is Possible to specify requirements either in terms of required product attributes or in terms of user performance that ‘Should be achieved. Specifying ergonomic requirements in terms of user performance can allow greater flexibility In 4,me sosadus Uru 77 oe e1so ISO 9241-1:1997(E) design, since a required level of user performance could be achieved by a number of different design solutions which do not correspond to the specific guidance given in the standard (see ISO 9241-11). Each of the parts of ISO 9241 contains some general guidance on the particular area that it covers, while the following parts provide extensive general guidance: Part2 Guidance on task requirements Part10 Dialogue principles Part11 Guidance on usability Specific requirements and recommendations which can be used for design and evaluation are contained in the following parts. Equipment: Part3 Visual display requirements Part4 Keyboard requirements Part7 Requirements for display with reflections Part8 Requirements for displayed colours Part9 Requirements for nonkeyboard input devices Environment: Part'S Workstation layout and postural requirements Pan6 Environmental requirements Software: Part 12 Presentation of information Part 13 User guidance Part14 Menu dialogues Part15 Command dialogues Part 16 Direct manipulation dialogues Part17 — Form-filing dialogues User-performance tests with associated test methods may be found in the following parts. Part3 Visual display requirements Patt4 Keyboard requirements PartS Workstation layout and postural requirements Part8 Requirements for displayed colours Part9 Requirements for nonkeyboard input devices Part 11 provides guidance on the conduct of user-performance testing for evaluating systems in terms of effectiveness, efficiency and satisfaction in their context of use. 5woeceey ma areweL aI mm eS OPOFNY O25 Be ISO 9241-1:1997(E) o1so 7 Reporting conformance to parts of ISO 9241 ISO 9241 is a multipart Intemational Standard and therefore conformance relates to the individual parts and not to the Intemational Standard as a whole. Any conformance claim should state which components of the VDT, workplace, or VDT work conform to which parts of the International Standard. Paris 12 to 17 of ISO 9241 require that, for a product which is claimed to have met the applicable recommendations in those parts, the procedure used in establishing requirements for, developing, and/or evaluating the product is specified. The level of specification of the procedure is a matter of negotiation between the involved parties. Seehs rs oem sels ISO 13406-1:—2), ISO 19408-2—4), Iso 13407:-—2), ISO/IEC 9995:1994, IEC 950:1991, 2) Tobe published. Iso 9241-1:1997(E) Annex A (informative) Bibliography Ergonomic requirements for work with visual display terminals employing flat panel technology — Part 1: Introduction. Ergonomic requirements for work with visual display terminals employing flat panel technology — Part 2: Ergonomic requirements for flat panels. ‘Human-centred design processes for interactive systems. Information technology — Keyboard layouts for text and office systems (all parts). Safety of information technology equipment including electrical business equioment.cee uri 10 oe ISO 9241-1:1997(E) eso ICS 13.180; 35.180 Descriptors: ergonomics, office machines, specications, genoraliies Computer periheral equipment, text processing, data terminal equipment, lsplay devices, rice based on 7 pagesSTD-ISO G@W1-3-ENGL 1997 MM 4851903 0867951 096 me INTERNATIONAL Iso STANDARD 9241-1 ‘Second edition 06-01 AMENDMENT 1 2001-03-01 Ergonomic requirements for office work with visual display terminals (VDTs) — Part 1: General introduction AMENDMENT 1 Exigences ergonomiques pour travail de bureau avec terminaux a écrans de visualisation (TEV) — Partie 1: Introduction générale AMENDEMENT 1 Reference number 1S0 9241-1:1997/Amd,1:2001(E) ©180 2001piytsoy sesa caret 497¢ l 4857903 0867952 T22 my ISO 9241-1:1997/Amd.1:2001(E) PDF disclaimer ‘This PDF file may contain embedded typefaces. In accordance with Adobe's licensing polcy, this file may be printed or viewed but shall not be eaited unless the typefaces which are embedded are loensed to and installed on tha computer performing the editing. in downloading this fle, pares accept theran the responsiblity of not ininging Adobe's licensing policy. The ISO Central Secretariat accepts no labiity n tris ‘Adobe isa trademark of Adobe Systems Incorporated. Deialls ofthe software products used to create this POF tlla can be found inthe General Info relative to the fil; the PDF-creation parameters ‘were optimized for printing, Every care has been taken to ensure tha the files suitable for use by ISO member bodies. Inthe unikely event that a problem reating to (is found, please inform the Central Secretariat at the address given below. @ 1502001 ‘All lghts reserved. Unless otherwise spectfed, no pat of his pubieaton may be reproduced or tized in any form or by any means, electronic ‘or mectianeal,niudrg ahelocopying and micron, wihout pamision in wig fom ether ISO a the address below of 1S0's member body inthe county ofthe requester. 180 copyright offos {Gase potala 56» CH-1211 Geneva 20 Te. #4122 7490111 Fax 1 41 22 749 0947 Erma copyight@iso.ch Web wwanizo.ch Printed in Switzerand ii (© 180 2001 ~ Al rights reservedSTD.ISO S241-2-ENGL 2997 MM 4651503 0867953 964 oe ISO 9241-1:1997/Amd.1:2001(E) Foreword ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (!SO 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. International organizations, governmental and non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the Intemational Electrotechnical ‘Commission (IEC) on all matters of electrotechnical standardization. International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 3, Draft International Standards adopted by the technical committees are circulated to the member bodies for voting. Publication as an International Standard requires approval by at least 75 % of the member bodies casting a vote. Attention is drawn to the possibility that some of the elements of this Amendment may be the subject of patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Amendment 1 to Intemational Standard ISO 9241-1:1997 was prepared by Technical Committee ISO/TC 159, Ergonomics, Subcommittee SC 4, Ergonomics of human-system interaction. (© 150 2001 — Al ights reservesSTDsAS0 Te4s-sOENGL U4? MB 48524903 0867954 BTS me ISO 9241-1:1997/Amd.1:2001(E) Introduction ISO 9241 covers both the hardware and software ergonomic aspects of the use of visual display terminals. The individual parts of ISO 9241, their interrelationships, and the expected users of the parts are described in the main body of ISO 9241-1 This Amendment deals particularly with the software parts of ISO 9241, i. parts are concerned with the ergonomic design of software user interfaces. ISO 9241-10 to ISO 9241-17. These ‘The goal of this Amendment (complementing ISO 9241-1) is to help readers of ISO 9241-10 to ISO 9241-17 in — gaining an overview on the content of ISO 9241-10 to ISO 9241-17, —_ understanding the relationship between the individual software parts of ISO 9241, — providing guidance on the relevance of individual parts to the development process, i.e. understanding where and when to use the software parts of ISO 9241, — understanding how to select and combine dialogue techniques which are described in ISO 9241-14 to 180 9241-17. The ultimate beneficiary of ISO 9241-10 to ISO 9241-17 will be the end user at the VDT. It was the needs of these Users that provided the ergonomic recommendations in ISO 9241-10 to ISO 9241-17. Although it is unlikely that the ‘end user will read ISO 9241 or even know of its existence, its application should provide user interfaces that are more usable, consistent and that enable greater productivity. iv (© 180 2001 ~ Al rights reservedSTD-ISO 924}-b-ENGL 2597 BM 4851903 0867955 731 me ISO 9241-1:1997/Amd.1:2001(E) Ergonomic requirements for office work with visual display terminals (VDTs) — Part 1: General introduction AMENDMENT 1 1 Scope Page i Replace the Contents with the following text. Contents Foreword, Introduction 1 Scope. 2 Normative reference suns 3 Definitions 4 General introduction to ISO 924: 4.1 Purpose and intended user 42 Product specifications, technological change and the user-performance approach 5 Structure of ISO 9241. 6 Guidance on use of ISO 9241 .. 7 Reporting conformance to parts of ISO 9241 Annex A (informative) Description and application of software parts in ISO 9241-10 to ISO 9241-17. Bibliography. Page 5 ‘At the end of clause 6, add the following paragraph. Annex A provides guidance on the use of ISO 9241-10 to [SO 9241-17 in the development of software applications, and on the selection and combination of the dialogue techniques covered in ISO 9241-14 to ISO 9241-17, © 180 2001 ~ al sights reserved 1SIVeLSV TENSW HENGE 4IT6 Mm 485s9U5 Userisb bro me ISO 9241-1:1997/Amd.1:2001(E) Page 7 Delete “Annex A (informative)" and transfer the bibliography to the page after the new annex A. Page 7 ‘Add the following new annex A. 2 (© 180 2001 ~ Al rights reservedSTD-ISO V241-2-ENGL 1997 BM 4451903 0867957 Soy om 1SO 9241-1:1997/Amd.1:2001(E) Annex A (informative) Description and application of software parts (in ISO 9241-10 to ISO 9241-17) AA Structure of ISO 9241-10 to ISO 9241-17 A.1.1 Introduction ISO 9241-10 to ISO 9241-17 cover software ergonomics issues such as: — principles for human-computer dialogues (ISO 9241-10); — the relevance of the context of use (users, tasks, environment) and the definition of usability in terms of effectiveness, efficiency and satisfaction (ISO 9241-11); — characteristics of presented information and recommendations for the presentation of information (ISO 9241-1 — recommendations for user guidance; these apply to all dialogue techniques (ISO 9241-13); — recommendations for the usage of dialogue techniques (ISO 9241-14 to ISO 9241-17). The specification or design of human-computer dialogues should be driven by an understanding of the requirements of the users, their tasks, the environment and the available technology. There are usually several options and the final choice may be influenced by the desire for consistency (e.g. with existing organizational practices or across a range of systems). Decisions about the overall suitability of human-computer dialogues can be assisted by reference to standards containing general principles of dialogue design ie. [SO 9241-10. Specific recommendations for dialogue design are addressed in ISO 9241-14 to ISO 9241-17, A.1.2 Relationship between ISO 9241-10 to ISO 9241-17 Figure A. illustrates the structure of ISO 9241-10 to {SO 9241-17, reflecting the nature of the individual parts in terms of principles and recommendations. © 180 2001 ~ Al rights reserved 3